An Internal Server Error can appear when previewing, preparing or downloading documents in CAS 360. This article lists the known causes and how to fix each one, grouped by where the error appears.
The error message usually includes an error reference number. Note it down before closing the message, as BGL Support will ask for it if you need help.
Annual Return documents
The Annual Return document date is earlier than an officer's address date
Known issue
CAS 360 may show an Internal Server Error when previewing or preparing the Annual Return if the Document Date is earlier than the date an officer's residential address takes effect. This commonly happens when preparing an Annual Return for an earlier financial year, or when an officer was recently added to CAS 360. A fix is in progress.
Until the fix is released, change each officer's residential address Date Effective so that it is on or before the Annual Return document date:
- From the Main Toolbar, go to Company and select the company from the list.
- Select the Officers tab.
- Select the information icon (i) next to the officer's name, then select Go To Contact.
- In the contact's Information tab, under Personal Info, select the options menu (three dots) on the Residential Address card, then select History.
- The Residential Address History screen shows each address and its Date Effective. The address in use is marked CURRENT.
- If the Date Effective of the current address is later than the Annual Return document date, change it to a date on or before the document date and select Save.
- Repeat for each officer, then return to the Annual Return and preview the documents again.
If the error continues, contact BGL Support (see Still seeing the error).
Incorporation documents
A nominee director is appointed on the same form as the director they act for
Preparing incorporation documents can fail when a nominee director and the director they act for are appointed on the same form.
To fix this, complete the nominee director appointment on a separate form from the other appointments.
A share type has no share price
Preparing documents can fail when the share type used in the share transactions has no share price.
To fix this, create a share type that includes a price and use it in the transactions:
- Go to the share transaction.
- Select the options menu (three dots) next to the transaction and select Edit.
- Delete the existing share type, start typing a new share type name, and select Add New.
- Enter a share price for the new share type and save.
- Repeat for each transaction using the share type without a price, then prepare the documents again.
Downloading all documents as separate PDF files
Known issue
Selecting Download all documents in separate PDF files may show an Internal Server Error when two of the documents being generated have the same file name. A fix is being investigated.
Until the fix is released, download the documents as a single bundle instead. If you need the documents as separate files, contact BGL Support, and they can download them for you.
Still seeing the error
If none of the above resolves the error, log a support call from within CAS 360 using the Telephone button and include:
- the error reference number
- the company name
- the documents you were preparing or downloading, and which documents were toggled on
Inviting BGL Support to your CAS 360 licence lets the team look into the error sooner. See How to invite the BGL Support Team to a CAS 360 licence.