Internal Error message occasionally on ecobee OAuth page

Our customers are occasionally seeing an "Internal Error" message on the ecobee OAuth page. We instruct our customers that the message is on the ecobee-generated page and to wait and try again later. In all cases the passage of time resolves the problem and the users can connect. However this is terrible UX. Can someone let us know when this issue is going to be resolved? Thanks.
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  • ScottF (Official Rep) August 01, 2016 11:23
    Hi,
    We need more information to be able to help you as we have not heard of others with the same issue. See here what we require: http://developer.ecobee.com/api/topic...

    You didn't provide any details as to the exact HTTP request you are making, the URL, headers, nor the exact response you received. We need that to be able to help you.

    Please mask out your tokens and thermostat identifiers, etc.

    If the page is the Ecobee page please try and provide timing of when this occurred so we can check our logs - but as mentioned above no others have mentioned this problem.

    Scott
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  • The screenshot is from an iOS app that is waiting for the redirect from the OAuth page. I've entered in the ecobee account credentials successfully, approved the app to access my ecobee account, and the app is waiting for the redirect. You see the red error message box behind the app message box. It was too fast to screencap in this app but the words in the red box are "Internal Server Error" before and after the message box is shown over top. Note that the time is 4:16 PM EDT 7/31/2016.

    I'll post more as we collect them.

    And for what it's worth, there seems to be others who have reported this issue. http://developer.ecobee.com/api/topic...
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  • This reply was removed on 2016-08-01.
    see the change log
  • This reply was removed on 2016-08-01.
    see the change log
  • Hi Jerril,

    We are unable to locate corresponding errors in our logs. I suspect the issue may be with the data you provide in the 'state' parameter of your authorization request, causing us to error out. When you reproduce this error can you send the full authorization request URL you used i.e.:
    GET https://api.ecobee.com/authorize?
    response_type=code&
    client_id=APP_KEY&
    redirect_uri=YOUR_SERVER_URI&
    scope=SCOPE&
    state=YOUR_STATE

    send it to developer at ecobee.com please and we will see if we can reproduce.
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