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"An unexpected error has occurred" at MagicINFO sign-in

The message is generic: the sign-in request failed and the page had no specific text for the reply, but the server's actual answer, with the real reason, can be read in your browser in about a minute.

Symptoms​

  • You enter your user ID, password and authenticator code. The page shows "An unexpected error has occurred." and stays on the sign-in form.
  • It may alternate with a "wrong user ID or password" message.
  • It may affect a single browser or PC, or every user.

Why it happens​

The sign-in form is a web page. When you click sign in, the page sends your details to the server's authentication service, POST /MagicInfo/restapi/v2.0/auth, the same call that API clients use. The server answers with an HTTP status and a six-digit error code that names the real reason, while the page may show only the generic message. The codes in the table below are the ones the authentication service returns; which of them a given server build shows as "An unexpected error has occurred" can vary.

Common reasons behind it:

  • Old data in the browser for that server address. We have seen this after the address was moved to a different server: the browser kept old session data for the address, and clearing it fixed the problem at once.
  • Account state. The account is locked after too many failed attempts, a self-registered account is still waiting for approval, or the account has not enrolled two-step verification yet.
  • Authenticator code rejected. The code expired, was typed late, or comes from an old entry in the app.
  • Server-side failure. The service is still starting after a restart, or the server could not complete the request.

Fix​

  1. Try a private (incognito) window. If sign-in works there, clear the site data for the server address in your normal browser (Chrome: click the icon left of the address, then Site settings → Delete data) and reload. Use a current browser, see Recommended browser.
  2. Read the real reason. Press F12 and open the Network tab, then tick Preserve log. Sign in again, click the request named auth, and open Response. Note the HTTP status and the errorCode.
  3. Act on the code:
ReplyWhat it meansWhat to do
401000, 401002, 401010The credentials were not accepted.Check that you typed your user ID, not your e-mail address, and check Caps Lock. An administrator can set a new password.
401007The account is locked after repeated failures.Stop retrying, because each attempt counts. Ask an administrator to unlock the account.
401008The account is not approved.An administrator approves it under User → Unapproved.
401011Two-step verification is not enrolled yet.Complete the QR-code enrolment that MagicINFO offers at sign-in, see Two-step verification (OTP).
401013The authenticator code was rejected.Set your phone's clock to automatic, wait for a new code and enter it straight away.
HTTP 500 or 503The server could not process the sign-in.Check that the MagicINFO service is running and has finished starting, and that its database is running. Look in the application log (runtime\logs\wsrm.log in the installation folder, C:\MagicInfo Premium by default) at the time of your attempt.
  1. No auth request at all? Then the page itself never loaded properly, which is an address, certificate or browser problem. Work through MagicINFO login: find your server's sign-in page.
  2. Everyone is affected at the same moment (usually after a restart, an upgrade or a database change)? Treat it as a server problem and start with the last row of the table.
tip

Do not keep retrying with different passwords. Failed passwords and failed authenticator codes both count towards the lockout, and once an account is locked, only an administrator can release it.

How to confirm it worked​

The auth request returns HTTP 200, and its response contains a token. The dashboard opens. If the problem was browser data, test once from a second browser or PC so you know the server side is healthy.

Checked against MagicINFO Server 21.1070 behaviour, October 2026.

Prefer not to run the server yourself? MiCloud hosts MagicINFO for you.

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