Web Parts showing "Sorry, something went wrong"

Sometimes you may see this error message in web parts when you land on a page. Please follow the steps below to determine the best solution.

Step 1

Sometimes the issue will not be persistent. First you should try to refresh the page. If the issue persists, clear your Atlas cache by following the steps here: How to completely clear Atlas caches

Step 2

If the above steps do not resolve the issue, click SHOW DETAILS below the error message in the web part to reveal more information. You can then raise a support ticket with us and include the error details.

If this link is not available, please raise a ticket with us, provide a screenshot and let us know that there is no error message available.

Step 3

Depending on the specific error message displayed under the SHOW DETAILS link you should take one of the following actions:

The display template had an error

If the error message says "The display template had an error" this is usually resolved simply by refreshing the page or clearing your cache as per Step 1. If it persists after these steps then it may be an issue with your internet connection. If you are still experiencing issues after ensuring you have a good connection please copy the error message including the Correlation ID and raise a ticket with us.

Unknown error

If the error message says "Unknown error" then there are a number of things that could cause this but the most common is invalid page metadata. In this case you should edit the page (or contact the page owner) to check the metadata for any invalid terms. These will be obvious because they will be shown in red. Remove the terms in red and republish the page. If the issue persists (or if there is no invalid metadata) please copy the Correlation ID from the error and raise a ticket with us.