Common Error Messages

Overview:

While using the DocuPet system, you may occasionally encounter system or profile-related error messages. This guide outlines the most common messages and what they mean, along with steps you can take to resolve the issue or determine when to reach out for support.

System Error Messages

504 Error

Message: “504 Error”
What it means: This indicates a timeout error. Typically, the site takes too long to respond.
What you can do: Wait a moment and refresh the page. If the error continues, please contact Administrator Support.

403 Error

Message: “403 Error”
What it means: This is a permissions-related error. It means the administrator account you are logged into does not have access to the requested page or action.
What you can do: Reach out to your internal account administrator to confirm your access level. 

500 Error

Message: “500 Error”
What it means: A general system error has occurred. In many cases, this can be resolved by clearing your browser cookies.

To clear cookies:

In Google Chrome:

1. Click the three-dot menu in the top-right corner and select Settings.

2. Go to Privacy and security > Clear browsing data.

3. Choose a time range of All time.

4. Check Cookies and other site data only.

5. Click Clear data.

In Microsoft Edge:

1. Click the three-dot menu in the top-right corner and select Settings.

2. Go to Cookies and site permissions.

3. Under Manage and delete cookies and site data, select See all cookies and site data.

4. Click Remove all.

Still having issues?
If clearing cookies doesn’t resolve the error, please reach out to DocuPet Admin Support so we can investigate further.

Pet Owner Profile Error Messages

Email - “This value is already used”

What it means: The email address you're trying to add is already associated with another pet owner account.
What you can do: Use the Pet Owner Record Search in your admin tools to look up the existing account tied to that email. Each email can only be linked to one profile in the system.  If you are not able to locate an account using the email address, it indicates that the account utilizing the email address does not fall under your jurisdiction, and you will need to reach out to Administrator Support for further assistance.

“Please enter phone number”

What it means: The phone number field is either empty or formatted incorrectly.
What you can do: Enter the phone number using only numbers (no dashes, spaces, or country codes).
Example: 1234567890

“Address – Oh no!”

What it means:
This error appears when the entered address does not match a valid entry in the Authoritative Addresses Tool. In most cases, this means the system cannot confirm the registration falls within your licensing jurisdiction.

What you can do:

1. Confirm jurisdiction: Ensure the address is located within your jurisdiction.

2. Search the Authoritative Addresses Tool: If the address should be accepted, verify that it exists in the Authoritative Addresses Tool. For guidance, refer to: Searching For an Authoritative Address.

3. Add the address (if needed): If the address is not found, it must be added to the tool before the system will accept it. Follow the steps outlined here: Adding A New Authoritative Address.

4. Check formatting: Be mindful of formatting details—avoid abbreviations (e.g., write “Avenue” instead of “Ave”) and make sure there are no spelling inconsistencies, as even small variations can prevent a match.

Pet Profile Error Messages

“Duplicate Pet Detected at Address”

What it means: The system has found another active pet with the same name at the same address, which could mean a duplicate profile was created.
What you can do:

• Search for the address and review all pet records associated with it.

• If a duplicate is found, you can request to merge accounts or deactivate one of the profiles by contacting Admin Support.
  

Administrator Account Messages

Authentication Error on Login

If you have received an Authentication Error whilst trying to log in to the DocuPet site, the root cause is likely that your password has expired. 

In this case, use the “Forgot Password” option which will trigger an email to be sent with a link to reset your password. 

If you haven’t received a link through your email, you can also ask a managing staff member on your team to reset your password for you. 

Helpful Resource: How to Reset the Admin Password for a Staff Member. 

If this does not resolve the issue, please reach out to Administrator Support.

Restrict Pet Owner Lookup

What it means: If this permission is active on your administrator account, you will see an attestation message when trying to access certain pet owner information.

What you can do: This is expected behaviour based on your permission level. If you believe you need broader access, speak with your account administrator.