Customer Self-Service online payment error: an application error has occurred

Customer Self-Service online payment error: an application error has occurred

When you click on Continue on the Online Payment Terms Screen (ACHWebIntro.ASPX), you receive the following error: 
An application error has occurred; your session is now closing.
We apologize for this inconvenience. Please log on again.

Root Cause: The settings on the Fusion Servicing Director SQL server are incorrect.

This error can appear on other pages of Customer Self-Service, and this article is only for when clicking Continue on the Online Payment Terms Screen produces the error. If other pages have this error message, then search knowledge base for the other articles on the same error message.

Workaround:

This information is for your system administrator or local IT:

  1. Reset your Servicing Director SQL logins, using the LSCNFG server application, adding on executing the W_FixRights SQL command..  For more information, review Resetting the Servicing Director SQL Server Logins 
  2. Restart your web services (IIS) on your Customer Self-Service business application server (ILSWebBus).
  3. Continue with the following advanced troubleshooting if the issue isn't resolved.
  • If the computer name of your SQL server was changed in the past, after SQL server was installed, then you may have a Microsoft SQL server issue.  Search the knowledge base using the key words "Servicing Director", "W_GetCompanyWorkdays", and "sys.servers". 
  • Access the Servicing Director SQL server and then run the following troubleshooting SQL command. If an error occurs, it will be a SQL message about the root cause of this issue, and it will direct your further actions.
    1. Open the SQL Server Management Studio.
    2. Login specifically using SQL authentication and use only the SQL login ILSWebUser. This is the SQL login configured by the person installing the Customer Self-Service business application server. Use the default password defined in the Customer Self-Service Installation Guide or your custom password if the person installing Customer Self-Service defined a custom password.
    3. Click New Query.
    4. Enter the following query:

      Use Service
      Go
      Service.dbo.W_GetCompanyWorkdays
      Go
       
  • If the settings for this query on your system are correct, then the results from the query should return the business days from the Event Manager calendar.  If the settings for this query on your system are incorrect, you will see a SQL error message, and use the error message to direct your further troubleshooting, Reference your Microsoft SQL Support resources as needed. 

ArticleNumber:

000042169