Summary
This article explains a recent 504 Gateway Timeout Error that affected users attempting to access a EOH. It outlines the cause, resolution, and preventive actions to help reduce the risk of similar issues in the future.
What Happened
Users experienced a 504 Gateway Timeout error. This means Cloudflare was able to connect to the browser and its network, but the web server (host) did not respond in time.
Technical Cause
The root cause was that both the web application and Finance RDP login are hosted on the same server. A surge in activity—likely from large or multiple requests—caused the CPU usage to reach 100%, locking up the system and preventing it from responding to new requests.
Resolution
The technical team identified that the application had become stuck due to the CPU overload. The issue was resolved by:
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Recycling the application pool, which freed up server resources
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Restoring normal CPU usage, which allowed users to log in again
Preventive Action
To avoid this in the future:
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An automated application pool recycling process is being implemented
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If high CPU usage is detected, the pool will automatically reset, reducing downtime and enabling quicker recovery
Recommendations for Users
To help prevent similar issues:
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Avoid running large reports or exports during peak periods
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If a large operation is required, inform support in advance so they might be able to provide the report for you
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If someone on your team recently ran a large report or export, please let us know—this helps us fine-tune performance and safeguards
Reference Screenshot
Need Assistance?
If you continue to experience issues or have further questions, please reach out to your internal IT support team or lodge a support ticket through the designated support channel.