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How to change the "Something has gone wrong" page email address?

  • 29 April 2024
  • 9 replies
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R
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I shouldn’t really have to ask this. I should be able to find this easily, either in the application or the documentation, but here I am. Does anyone know how to change the email address in the “Something has gone wrong” message? By default it says “support@insided.com”.

I could change this by using some code in the third-party scripts, but I can’t believe that I would have to do that. However, after looking around for an hour now, I cannot find a way of doing this. I presume that it is a phrase, but I can only find anyone mentioning how to change the “Something has gone wrong” text.

To see this page in your community, here is a way to get to it.

 

  1. Create a new user and log in as that user. Stay logged in.
  2. From the admin console (on another machine or an incognito tab), erase that user.
  3. Go back to the machine/window where your deleted user is logged in and try to change the page.

You will then see a “Something has gone wrong” page with the “support@insided.com” email.

Any ideas on how to change this?

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Best answer by Eva 30 April 2024, 17:13

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revote
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Go to the Control → Customization → Phrases.

Use search and try to find  “Something went wrong” related phrases. If there is no phrase for that try this:

Add new phrase

  • Module: Forum
  • Key: Something's gone wrong
  • Add your own copy text to the singular field
R
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Userlevel 3

@revote thanks for your suggestion. I should have said, I had tried that already. All that does is change the name of the breadcrumb.

Also, this is a slightly different location to the standard “Something’s gone wrong” page. In order to see this page, the only way I have found to get here is to follow the steps I gave above. I came across this while trying to recreate an issue one of our users had and chanced upon this. 

revote
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Okay okay, there are several similar error messages and difficult to say exactly what this is. I am sorry but I cant help you more.

Maybe @Kenneth R can help you, or create a ticket to the Support if needed.

EDIT: have you looked these:

https://communities.gainsight.com/search?q=something%20has%20gone%20wrong

R
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Userlevel 3

@revote thanks for giving your suggestion. I appreciate it. I guess I’ll need to go to support and ask them. I’ll report back if I get the answer.

Eva
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Userlevel 3

Hello @rhall,

this should be the phrase you are looking for:

  • Module: Forum
  • Key: error.500
  • Text: ….add your own text.

There are also more error keys (error.404, error.403, error.403.guest) where the email might appear. I haven’t found all of them yet, I guess :-)

R
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Userlevel 3

@Eva thanks for this. I have tried a variation of these and I cannot seem to get the email address changed. I have raised this with support. I’ll report back if I find something.

leo-inspired
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Hey @rhall, I believe this is a 500 error page. I see @Eva mentioned it but I couldn’t find these phrases added in your instance. Could you please add these phrases:
 

To change the title:

Module: Forum

Key: error.500.title
 

For the body text:

Module: Forum

Key: error.500

 

Let me know if this doesn’t work 😉

Lauro Lana | Customer Support Engineer | Gainsight Customer Communities
R
Rank
Userlevel 3

@leo-inspired it appears I was being somewhat literal when it came to this. I was hunting for the email phrase for the email. I investigated by looking at UI phrases for the 404 screen and this is what you can see….

 

Notice the --{email} followed by support@insided.com. This is hidden without the phrases button switched on on the error 404.

I was hunting for a way to change that using “Forum” and variations on “error.404” here, thinking I could replicate it on the other error. I removed the attempts after I had tried them and it hadn’t worked. 

However, on using “Forum” and “error.500” I was able to remove the whole content. I wasn’t actually aware that the phrases would take HTML, but when I saw that it looked terrible with just text, I added HTML (copied it and tweaked it) and it worked.

Thanks for pointing out the error to edit. But I think that this stuff really needs to be documented somewhere. 

@Eva thanks for your suggestion. As I said, I was aiming to find just the email and that blinded me to this. 

leo-inspired
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Hey @rhall , great to hear you've got that sorted out 😄
 

I completely agree with the importance of documenting this. While the error pages are documented in this article, it's clear that we need to update it.

Additionally, this default error message with our support@insided.com email often leads real users from to message us when issues occur, which can be quite frustrating.

Thanks for sharing this feedback. I'll be sure to pass it along to our team so we can prioritize improving this area.​​

Lauro Lana | Customer Support Engineer | Gainsight Customer Communities

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