500 error while connecting sm with powerbi


in our organization we have SM 9.62 and we try to connect with power bi through rest API. We have successfully connect through SOAP and browsers.

we receive the following error "Data Source. Error: Web.Contents failed to get contents from 'HTTP://XXX/SM/9/rest/incident' (500)Q:"

in the documentation, we are informed the following 

500Internal server error.  This response code may indicate a bug. Please contact HPE Support.


Any idea??