Service down?

Post by **hbds** » Tue Feb 10, 2026 7:17 pm

RootCause has been throwing errors all, and I've been unable to sign in to the portal either today.

RootCause log failed SyntaxError: Unexpected token '<', "<html>
<h"... is not valid JSON
    at JSON.parse (<anonymous>)
    at e.value [as SUPER] (rootcause-full-extjs.js?_=1770743625603:10:57085)
    at e.onLogFailed (rootcause-full-extjs.js?_=1770743625603:10:179983)
    at e.<computed> (rootcause-full-extjs.js?_=1770743625603:10:91099)
    at rootcause-full-extjs.js?_=1770743625603:10:55835
    at XMLHttpRequest.<anonymous> (rootcause-full-extjs.js?_=1770743625603:10:88731) <html>
<head><title>500 Internal Server Error</title></head>
<body bgcolor="white">
<center><h1>500 Internal Server Error</h1></center>
<hr><center>nginx/1.10.3 (Ubuntu)</center>
</body>
</html>
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Is this a known issue?

Post by **mats** » Tue Feb 10, 2026 8:42 pm

Looking into it as we speak, sorry for the inconvenience.

Post by **translate5** » Tue Feb 10, 2026 11:48 pm

Hi Mats,
do you have an idea, when rootcause.io will be up and running again?
Can you tell a bit about the causes and if that will likely happen more often in the future (asking, since it is second time in a few days).
best
Marc

Post by **mats** » Wed Feb 11, 2026 8:34 am

Hopefully this afternoon, and no - it should not happen more often. Putting more stability and monitoring checks in place now too.

Post by **hbds** » Thu Feb 19, 2026 5:01 pm

I'm getting the same error again as in the opening post.

RootCause log failed SyntaxError: Unexpected token '<', "<html>
<h"... is not valid JSON
at JSON.parse (<anonymous>)
at e.value [as SUPER] (rootcause-full-extjs.js?=1771513185984:10:57085)
at e.onLogFailed (rootcause-full-extjs.js?=1771513185984:10:179983)
at e.<computed> (rootcause-full-extjs.js?=1771513185984:10:91099)
at rootcause-full-extjs.js?=1771513185984:10:55835
at XMLHttpRequest.<anonymous> (rootcause-full-extjs.js?_=1771513185984:10:88731) <html>
<head><title>500 Internal Server Error</title></head>
<body bgcolor="white">
<center><h1>500 Internal Server Error</h1></center>
<hr><center>nginx/1.10.3 (Ubuntu)</center>
</body>
</html>

Post by **mats** » Thu Feb 19, 2026 9:11 pm

We're looking into it, logging works fine for us. Any details to share? Very long session, video enabled or such?

Post by **hbds** » Fri Feb 20, 2026 12:28 pm

Nothing particular comes to mind. We're seeing it in all our environments with most users that we contacted. Sorry I can't be more specific at the moment. Here's our setup that runs as one of the first upon page load:

 var logger = RC && new RC.Logger({
                applicationId: loggerApiKey,
                version: "6.0.0",
                frameworkVersion: `Ext ${Ext.versions.extjs.version} - Bryntum ${bryntumVersion}`,
                logConsoleOutput: ['error'],
                blackoutSelector: '[type=password]',
                recordUserActions: true,
                recordSessionVideo: false,
                logResourceLoadFailures: true,
                logAjaxRequests: true,
                captureScreenshot: false,
                showUI: true,          

                onErrorLogged(responseText, context) {
                    const notifier = new Notifier({ debug: false });
                    notifier.show(`${_$.getResource("Labels", "Errors_Unhandled")} ${context && context.msg}`, "fa fa-exclamation-triangle p-r-10 f-18 c-red", true);
                }
            });

Post by **mats** » Fri Feb 20, 2026 12:37 pm

Should be working now, please try again?

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Service down?