Getting {"code":"internal_error","message":"We're sorry, but something went wrong."}

Hi again, 

there has been a period of more than 2 months that this was not replied, 

is there anyone that could help us with this request -- thank you, in advnace!

Hi, I guess you’ve already done the L1 steps to resolve this issue. You can also try to these steps:

1. If using SSO, confirm below:

           The SSO setup (SAML, JWT, etc.) hasn't changed, and if the SSO provider is up and                   working.If the customer is supposed to log in via SSO, ensure their email matches the                 SSO identity, and they’re authorized

2. Confirm if the user exists, if so, try resetting their password
3. Check if any custom portal scripts had been deployed. Even a single error in those scripts can cause this issue
4. Last and best would be to contact Freshdesk support. They’re the pros in this and would definitely be able to help you get this issue resolved.

This is community forum, any error I would recommend contacting support@freshdesk.com 

Thanks all Freshdesk support has also been contacted and we are getting towards a solution: 

Explanation for the issue:

 

When users access the portal behind a VPN, the VPN adds both the client-ip and x-forwarded-for headers to the request.

 

Our system drops the other IPs and only appends the last connecting IP to the x-forwarded-for header, which causes our Freshdesk to throw an error since the client-ip is different from the IP present in the x-forwarded-for header.

 

To fix this, we recommend to asking users to reach out to their VPN client/ISP provider and have them stop adding the client-ip header to the requests sent out. This should stop the issue. Thank you!