Most errors are caused by using the Safari web browser. Google Chrome or Mozilla Firefox are the recommended browsers to use. The browser language must also be set to English.
Mobile devices and tablets do work on the site but errors can also occur using these devices. The website works best using a Desktop computer or laptop.
Click here if you are using mobile device(phone), tablet or Chromebook.
See below for a list of errors and solutions. Click on an error to go directly to that part of this article.
- Error Message: "Value was either too large or too small for a UInt64."
- Error Message: "500 Internal Server Error"
- Error Message: "Unable to get location code ________" or "GetFeesCalculation: [209] Location is not configured for Initial filings."
- Error Message: "Document contains an unsupported signature field"
- Error Message: "Category Not Found"
- Error Message: "Store update, insert, or delete statement affected an unexpected number of rows (0). Entities may have been modified or deleted since entities were loaded. See http://go.microsoft.com/fwlink/?LinkId=472540 for information on understanding and handling optimistic concurrency exceptions."
- Error Message: “Unable to proceed to next action (Review Documents) due to failed prerequisite(s):…
- Error Message: The following error occurred during GetFeesCalculation: [209] Location '1' is not configured for Initial filings. The following error occurred during GetFeesCalculation: [141] PersonSurName is required or does not match regular expression.
- Error Message: Response status code does not indicate success 404.
- Error Message: GetFirmPaymentAccountLIst:[-4] Authentication failed, invalid/expired authentication token or email/password combination.
- Error Message: The execution of an InstancePersistenceCommand was interrupted because the instance 'e4ea73fa-d72d-48c0-9029-2cf312e95751' is locked by a different instance owner. This error usually occurs because a different host has the instance loaded. The instance owner ID of the owner or host with a lock on the instance is 'a7038f75-6fac-4c5a-9970-a113930d4400'.
- Other Troubleshooting methods
Error Message: "Value was either too large or too small for a UInt64."
- If a user gets this error before entering anything, this indicates a server error and they have hit a bad server.
Error Message: "500 Internal Server Error"
This error is caused by a PDF document that was uploaded into the interview that the site is unable to process.
Solution: Perform a PDF Print. Open the document on your computer, click on File at the top left and select Print. In your Printer settings, click in the Printer name drop-down box, select the option Microsoft Print to PDF or Adobe in PDF. Mac Users will select Export to PDF. Click on Print and re-save the document as a PDF. This should remove any PDF file properties causing the error. Go back through the interview and upload the new version of this document.
Error Message: "Unable to get location code ________" or "GetFeesCalculation: [209] Location is not configured for Initial filings."
This error is caused by using the Apple Safari Web Browser. This error can also be caused by using a mobile device or tablet.
Solution: Using a laptop or desktop computer with either Google Chrome or Mozilla Firefox is recommended to avoid this error. You will need to go back to the interview step where you are prompted to select your county that your case will be in. Re-Select your county and click on Next until the interview is completed. Also, confirm that the location is in the proper place or precinct.
Error Message: "Document contains an unsupported signature field"
This error is caused by an electronic signature in a PDF you uploaded into the interview.
Solution: Remove the signature or perform a Print to PDF. Open the document on your computer, click on File at the top left and select Print. In your Printer settings, click in the Printer name drop down box, select the option Microsoft Print to PDF or Adobe in PDF. Mac Users will select Export to PDF. Click on Print
Error Message: "Category Not Found"
Error Message: "Store update, insert, or delete statement affected an unexpected number of rows (0). Entities may have been modified or deleted since entities were loaded. See http://go.microsoft.com/fwlink/?LinkId=472540 for information on understanding and handling optimistic concurrency exceptions."
This error is caused when the interview has been updated since the draft was initially started.
Solution: Resume the draft and go back through each page of the interview to see if any fields have changed, or added within the interview.
Error Message: “Unable to proceed to next action (Review Documents) due to failed prerequisite(s):…
Error Message: The following error occurred during GetFeesCalculation: [209] Location '1' is not configured for Initial filings. The following error occurred during GetFeesCalculation: [141] PersonSurName is required or does not match regular expression.
Error Message: Response status code does not indicate success 404.
Error is due to the browser's language not being set to English. Setting the browser language to English will resolve this error.
After changing the settings, you will need to resume your same draft and click start over from the interview. Click through each section and page of the interview so that the Summary can properly load.
Error Message: GetFirmPaymentAccountLIst:[-4] Authentication failed, invalid/expired authentication token or email/password combination.
Solution: They will need to use a compatible device and browser.
When they resume the interview, start over keeping answers and proceed by clicking next, this should reset the missing tokens.
Error Message: The execution of an InstancePersistenceCommand
Other Troubleshooting methods
If you are dealing with PDF size issues, click here to read about size limits.
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