Issues with activation throwing error on accessing the link

Problem:

When agents try to access the activation link/password reset link, they get to see the below error:

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

Resolution Path:

Step 1: We can request the admin of the account to send a new activation link to the agent and check if the new link helps.

How to trigger the new activation link?

Please go to Admin -> Agent -> Click on Edit next to the agent name you will see the below option to trigger the activation link.

Step 2: If the new link is not helpful and if the agent still encounter the same issue, this has to be raised with L2 team.

• Get the HAR file from the agent while trying to click the activation link that leads to the error.
• Fetch the request id from the HAR file and search for logs.
• We will be able to see the error message in the logs using which we can raise the query with the L2 team.

Reference ticket:- https://support.freshdesk.com/a/tickets/13363343