When trying to access Jive, users see the error message "An error occurred while processing your request." with a reference ID listed below it. For example:
This article provides information about how to ensure this issue is resolved as quickly as possible.
This error message format indicates that the Jive community you are trying to connect to is not hosted by Aurea/Jive. To check if this is the case, please consult internally with your organization's IT team, or follow these steps:
- Run a DNS record lookup on the domain name of this community.
- If the result contains lithium in the name, this is a Jive community that is hosted by Khoros/Lithium.
If this community is hosted by Khoros/Lithium, please reach out to Khoros Support directly.
If you're unable to confirm that this community is hosted by Khoros/Lithium, please file an urgent priority level support ticket.