Custom Page - Internal Server Error

Which version of Verint are you using?

You'll likely find something useful in Administration > Monitoring > Exceptions.

Hi Ahmed Gasim 

Thanks for posting this - I've run into this exact thing with a few clients during theme rollouts, so hopefully I can save you some head-scratching. Quick caveat up front though: this is our best read on what's going on based on how Verint's theme/page system is documented, not something we've got a confirmed fix for from Verint or seen written up elsewhere, so treat it as a strong lead rather than gospel.

Here's the theory: custom pages in Verint live inside whatever theme they were built in, not at the site level. So when you spin up a brand new theme, it doesn't pull those page definitions over from your old one - the new theme just doesn't know those pages exist yet. That would explain why the old URLs blow up with that generic internal server error instead of a normal 404 - there's nothing for it to resolve against.

That same idea would also explain the test pages you're building fresh in preview. Preview mode is really just staging your changes so you can see them, and based on how Verint describes it, a brand new page's URL may not actually be resolvable until you commit and publish it - so even pages you just built could 500 while they're sitting in that "staged" state.

I want to be honest that I haven't been able to confirm this is exactly what's happening under the hood - I checked Verint's public documentation and known issues, and our own internal tracking, and didn't find anyone describing this specific behavior on 13.x. So it's possible there's something else going on. That said, here's what I'd try, since these are safe either way:

• Go into the new theme (Manage > Manage Site Theme > Manage Pages) and recreate the custom pages you need there - they won't carry over automatically. For one of your test pages, try committing/publishing that staged change and then hitting the URL again - if it starts working, that pretty much confirms the theory above.
• Before you cut over, I'd also do a full pass of every custom page URL on your live site and make sure each one has a matching page built in the new theme - much easier to catch gaps now than after launch.
• If you rebuild a page, publish it, and it's still throwing that error, that's the point where I'd loop in Verint Support directly - on hosted instances there are cases where an app pool recycle is needed to pick up new routes, and that's not something you can trigger on your end.

If you're open to sharing your exact build number and one example URL, I'm happy to help keep digging on our side too, to determine whether this is just how theme scoping works or something worth flagging to Verint as a bug.

Good luck with the launch!