OOPS Error Page: Common Causes and Resolutions

Environment

• Product: SOLABS QM10

• Applies to: All supported versions

   

Issue/Symptoms

Users encounter a generic "OOPS" error page while using SOLABS QM10. This page can appear for several unrelated reasons, so the correct resolution depends on identifying which scenario applies. Known triggers include:

• Clicking a dead or incorrect link
• Errors occurring during the login process

Cause

The OOPS page is a generic error page. It does not identify the underlying cause, so troubleshooting requires checking each known scenario below.

Scenario 1: Dead or incorrect links
The user followed a link (bookmark, shared link, or outdated reference) that no longer points to a valid location in the system.

Scenario 2: Malformed URL after login
Extra parameters or characters remain in the Uniform Resource Locator (URL) after the /qm segment, preventing the application from loading the correct page after login.

Scenario 3: Azure AD username casing mismatch
When Azure AD is used for authentication, the login process gets stuck during SAML verification if the username is capitalized in Azure AD but stored in lowercase in SOLABS QM10. The case mismatch prevents the identities from being matched, and the user is redirected to the OOPS page.

Resolution

Scenario 1: Dead or incorrect links

1. Confirm the link being used is outdated, incorrect, or was copied from an old bookmark or email.
2. Navigate to the application directly (for example, from the main login page or homepage) instead of using the broken link.
3. Update or remove any saved bookmarks pointing to the invalid link.

Scenario 2: Malformed URL after login

1. Locate the /qm segment in the browser's address bar.
2. Delete all characters that appear after /qm.
3. Press Enter to reload the page.
4. Confirm the application now loads correctly.

Scenario 3: Azure AD username casing mismatch

1. Confirm the user is authenticating through Azure AD and that the login attempt stalls during SAML verification, resulting in the OOPS page.
2. Compare the username as stored in Azure AD against the username as stored in SOLABS QM10.
3. If the Azure AD username contains uppercase characters while the SOLABS QM10 username is lowercase, have an Azure AD administrator update the username in Azure AD to be fully lowercase, matching the SOLABS QM10 record.
4. Ask the user to attempt login again.
5. Confirm the user can now authenticate successfully without reaching the OOPS page.

Additional Information

• The OOPS page is intentionally generic and does not display a specific error code. When reporting a new occurrence, gather the exact steps taken before the page appeared, as this is essential to determine which scenario applies.
• Preventive measure: When configuring or provisioning users in Azure AD for SAML-based login, ensure usernames are entered in lowercase to match SOLABS QM10 records and avoid this issue.
• If a case does not match any of the scenarios above, escalate for further investigation, as an additional root cause may exist.