Research not working - Returning 500 error

Answered

Luke Mintert

November 03, 2025 18:57

 

• 🐛 Bug - Artist Research Down
• Environment Observed
  • Where was the issue observed? NA, but occuring in ALL environments
• Account Name - Warner Theatre
• Account ID - account-2631-A
• Is this a converted account?
  • No
• Date Converted (if known)
• Issue Scope
  • How widespread is the issue? All Users
• Event Name - N/A (issue is Artist Research not working)
• Event ID - N/A (issue is the Artist Research not working)
• Was the issue reported by the client?
  • Yes
• Client Contact Name Matt Dettmer
• Client Contact Email mdettmer@warnertheatre.org
• What’s the problem?
  • Research is not working - Producing a 500 error
• Is the issue reproducible?
  • Yes
• If reproducible, where?
  • All environments
• Demo/Staging/Pitstop Account - All
• Demo/Staging/Pitstop Event ID - All
• Steps to reproduce the issue
  • Go to Research > Type in any name > receive 500 error
• Expected behavior
  • To be able to search in Research
• Troubleshooting steps already taken
  • Have tried multiple accounts/instances and multiple artists
• Workaround identified?
  • No, currently there is no way to get it to work
  • If yes, describe it
• Attachments available?
  • Screenshots or videos: Included screenshot w/ dev tools open showing error
• Zendesk ticket link (for Support use) - https://ungerboeck.zendesk.com/agent/tickets/372627

• Official comment

  

  Elizabeth Fox

  November 03, 2025 20:57

  Hi Luke Mintert , this is a known issue ongoing - please see this thread:  Dylan Harris: Artist Research Error | Momentus Elite > General | Microsoft Teams

  You can cancel the bug, as it is not an issue with the application, it is an issue with our Pollstar account.
• 

  Luke Mintert

  November 03, 2025 19:19

  Submitted JIRA - VOPS-7562.  Multiple clients reporting and linked to the JIRA
• 

  Luke Mintert

  November 03, 2025 22:50

  Thanks for the update Elizabeth Fox !

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