Resolving HTTP 500 Errors When Logging In or Accepting Invitations (Including SSO)

Overview

An HTTP 500 (Internal Server Error) indicates that Auvik encountered an unexpected server-side error while processing a login or invitation request. Although the error originates on the server, issues with browser state, user account configuration, invitation status, or Single Sign-On (SSO) configuration can contribute to the failure.

Follow the steps below to rule out common causes before contacting Auvik Support.

Symptoms

You may encounter one or more of the following:

HTTP 500 (Internal Server Error) when logging in to Auvik
HTTP 500 after accepting a user invitation
HTTP 500 during the SSO authentication process
A blank error page or generic "Internal Server Error" message after authentication

Resolution

Step 1: Perform Quick Client Checks

Rule out browser or local environment issues.

Open an incognito or private browsing window and try again.
Clear your browser cache and cookies for your Auvik domain.
Try a different supported browser.
Test from another network to eliminate VPNs, proxies, or network filtering.

Step 2: Verify the Invitation

If the error occurs while accepting an invitation:

Confirm the invitation was sent to the correct email address.
If SSO is enforced, ensure the invitation email matches the identity provider (IdP) email exactly.
If the user's email address has changed:
- Delete or revoke the existing invitation.
- Remove any partially accepted or stale user records.
- Send a new invitation using the correct email address.

Step 3: Verify Single Sign-On (SSO) Configuration

If your organization uses SSO:

Confirm the user exists in your identity provider.
Verify the user is assigned to the Auvik application.
Ensure the tenant's authentication settings match the user's configured login method.
Verify the NameID or email attribute returned by the IdP exactly matches the invited email address, including the domain.

If the Issue Persists

If the problem continues after completing the steps above, collect the following information before contacting Auvik Support:

Affected user's email address
Exact date and time the error occurred (including time zone)
Full error message or screenshot of the error page
Browser HAR (HTTP Archive) file captured while reproducing the issue

Providing these details allows Support to correlate the request with server logs and identify the underlying cause more quickly.

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