Users still active within Service

Root Cause:

The most common cause for this error is a user has not closed all of their Servicing Director applications.

All Servicing Director users need to close all of their Servicing Director applications before you can run the Servicing Director database installation program.

Workaround:

Confirm all your Servicing Director users close all of their Servicing Director applications.

If you are sure all the Servicing Director users have closed their applications, and the error continues to appear, then the error means there is some form of SQL server connection to the Service database. A connection may or may not be a user, because you may have other non-user processes connecting to the Service database, such as one of the following:

1. A Servicing Director add-on product, such as the UltraData RealTime Payment interface or the Customer Self-Service web pages.  If so, then temporarily stop those products during the installation.  For most of these add-on products, stopping the Microsoft web service running the product will stop the product.
2. A custom importing/exporting/reporting process connecting directly to the Service database.
3. Your IT may have a connection to the Service database from the Microsoft SQL Server Management Studio application.

Use Microsoft SQL server support information to determine how to identify SQL server connections on your system. For example, if you determine a connection is from a user that did not close the Servicing Director applications, then have the user close the applications. The Microsoft SQL server support information can also describe how to abruptly end all connections by restarting the SQL server service, but this can lead to lost transactions and some connections will re-establish themselves if they are created by another process which is waiting for the SQL server to start again. 

ArticleNumber:

000039242