Reset Security Settings Web Page Cannot Be Opened

Reset Security Settings Web Page Cannot Be Opened

You are unable to open the Reset Security Setting web page after upgrading to Servicing Director Customer Self-Service 8.2 with Service Pack 2.

Workaround:

To confirm the financial institution employee has the customer service web role and at least one other web role

  1. Open the System Administrator application.
  2. Right-Click and open the ILS Web Setup.
  3. Select the Group Web Roles and click Open.
  4. Click on the Servicing Director security group for the employee, and click Select.
  5. Confirm the Assigned column contains the Web Role Customer Service.  If Customer Service is not assigned, then assign it.
  6. Confirm the Assigned column contain any other Web Role other than Customer Service.  If another Web Role is not assigned, then assign one.
  7. Close the screens you have opened for these steps.
  8. Retry opening the Reset Security Settings web page.  

Note: If the web page still cannot be opened, see the instruction below, Confirm the Borrower's Customer Self-Service Web Site User Account Name.

 

To confirm the borrower's customer Self-Service web site user account name

  1. Open the Customer Service application.
  2. Locate the Borrower you want to reset and open the borrower's loan in the Customer Service application.
  3. Right-Click, and open the Web Access screen.
  4. Select the Borrower you want to reset, and click Select. The Brorrower's User Name displays.

 

Note: Have your system administrator or IT staff edit the SQL command query below, replacing the placeholders (a) and (b) in the command (leaving the single quotes in place):

 

<BorrowerUserName> =  The borrower's Customer Self-Service web site user account name.

<EmployeeUserName> = The Servicing Director employee username requesting the reset.

 

EXECUTE Service.dbo.W_ResetBorrowerSecurity '<BorrowerUserName>','<EmployeeUserName>','en' 

 

  1. On the Servicing Director server, enter the edited SQL command query on a SQL Server Management Studio New Query screen connected to the Service database.
  2. Click the SQL Server Management Studio Execute button (or press the F5 key) to execute the edited SQL command query.
  3. When the execution is done, the bottom of the New Query screen will indicate Command(s) completed successfully.
  4. Exit SQL Server Management Studio, and when prompted to save any changes, select No. 

 

ArticleNumber:

000061572