Unable to log in to WLP 6.9.21: "We're sorry an error occurred while accessing this site. Please try again later" (RESOLVED)

Author: Eugene

Creation Date: 11/4/2019 5:56 PM

Wealth Lab » Wealth-Lab Developer/Pro » Unable to log in to WLP 6.9.21: "We're sorry an error occurred while accessing this site. Please try again later" (RESOLVED)

drjaymichael

11/4/2019 3:50 PM

I had closed the program. Now as I am trying to sign back in it tells me there is some error. What now?

It is not specific: :We're sorry an error occurred while accessing this site. Please try again later. M

Eugene

11/4/2019 4:12 PM

Now that's clear. I don't know what you should do because it's the first time I hear about it. But you're not the one having this error today. Looks like a temporary condition at Fidelity today, they may know better.

Eugene

11/4/2019 4:20 PM

Fidelity is updating their website. Please call Fidelity support.

Nikko

11/4/2019 5:33 PM

Couldn't even log on once to the application this morning. Phone support said they are now recommending that users uninstall the update and reinstall the old version. So far the old version seems to be running as expected.

Eugene

11/4/2019 5:50 PM

So that other users understand what you're saying, WLP returned you a "We're sorry an error occurred while accessing this site. Please try again later" error message and refused to log in. Fidelity has updated the website today and this apparently has broken something.

Eugene

11/4/2019 5:56 PM

Users reporting this error all day. If you attempt to log in to WLP and keep getting this message...

"We're sorry, an error occured while accessing this site. Please try again later"

What we know is that Fidelity has updated the website today and this apparently has broken something. Please call Fidelity phone support. Or downgrade to 6.9.20 as suggested in post #20, looks like it still works:

Where to download older version of WL (Downgrade)

P.S. I've moved here some posts by users affected by this problem from other threads.

Eugene

11/6/2019 5:50 AM

@drjaymichael

Is everything OK now with login to WLP, I mean no more error message "We're sorry an error occurred while accessing this site. Please try again later" ?

edwkelly

12/2/2019 3:14 PM

I received this error - "We're sorry, an error occured while accessing this site. Please try again later. " - this morning right before trading started with my WLP app. I was using it fine this morning before that. I contacted Fidelity who then sent me to their Electronic Channel Support team who finally said to log an issue with you. Hope this doesn't turn out to be a serious problem.

Eugene

12/2/2019 3:39 PM

EDIT: Moved posts #8-15 to this thread from a duplicate thread.

Frequently, questions have already been discussed before and answers can be found as you type them by entering a few keywords in the "Search Forum..." text box. Although I have no idea what happened this time at Fidelity, the error message in a recent topic looks like exact duplicate of yours:

Unable to log in to WLP 6.9.21: "We're sorry an error occurred while accessing this site. Please try again later"

What build (i.e. 6.9.??) and "bitness" (32/64-bit) of WLP are you running?

edwkelly

#10

12/2/2019 4:05 PM

ok thanks that worked and i will remember to search next time.

Eugene

#11

12/2/2019 4:51 PM

Could you please clarify what's worked exactly?

edwkelly

#12

12/2/2019 4:58 PM

What worked is i downloaded
https://www.fidelity.com/webcontent/ap002308-wealthlabpro/PreviousVersion/WealthLabProSetup64.exe

and that version did not give me an error on Fidelity.

Eugene

#13

12/2/2019 6:07 PM

Thanks for the followup. If reinstall helps then your previously installed version might have been quite old.

edwkelly

#14

12/2/2019 7:15 PM

No the previously installed version was the latest at 21, the one where Fidelity's logon dialog comes up first. I think i said yes to the update dialog about 1-2 weeks ago.

Eugene

#15

12/2/2019 8:35 PM

Oops I misread the URL which reads "%PreviousVersion%". You've downgraded to build 20 from build 21. Now this makes sense.

EDIT: Moved posts #8-15 here from a duplicate thread.

giorgos

#16

12/13/2019 1:08 PM

EDIT: Moved posts #16-26 to this thread from a duplicate thread.

Getting the following message this morning trying to login to WealthLab.
"We're sorry, an error occured while accessing this site. Please try again later. "

Cone

#17

12/13/2019 1:28 PM

Did you upgrade to Wealth-Lab Pro 6.9.22.7?

Keep trying periodically. Does the problem persist?

xramx

#18

12/13/2019 1:32 PM

Getting the same error.

Cone

#19

12/13/2019 1:38 PM

Guys, can you please call this in to Fidelity support. It sounds like someone needs to throw a switch. I'll do the same.

Again, please verify your versions. There's a new upgrade everyone should be using now.. 6.9.22

Eugene

#20

12/13/2019 1:44 PM

@giorgos, @xramx

Having encountered an error message or an issue, please always check out these pages:

1. Forum search
2. Known Errors
3. Open Issues

In particular, this error is resolved by following the procedure in post #9.

xramx

#21

12/13/2019 2:05 PM

I logged in late yesterday afternoon without problem. That was after installing the ATP upgrade earlier that morning. I believe my WLP is up to date.

No, I didn't even think of doing support searches ... nothing had changed on my side. Seemed like it must be a server error.

I think the thread you linked to suggest downleveling my WLP. Is that true?

giorgos

#22

12/13/2019 2:22 PM

Re-installed WLP from Fidelity but it does not solve the problem. Called Fidelity but no solution yet.

Eugene

#23

12/13/2019 2:27 PM

I wasn't aware that build 22 is released. That would downgrade to 21 - this suggestion isn't actual now. Please disregard my post #5.

Apparently there is a repercussion of the same server-side issue as in November. We've contacted Fidelity and they should investigate it on their end.