1. Run the Web Test Utility program at any time as described in the installation and upgrade guide. The test results may show a Windows ASP.NET message related to the problem. Copy and paste the results to a text file for your troubleshooting.
2. If Customer Self-Service has a problem causing a web application failure displayed in the browser, the error message displayed on the browser window will be generic. Generic messages intentionally do not include details about the cause of the problem. To view details about the problem, view the Windows Event Viewer application log entries on each server for ASP.NET or Internet Information Services (IIS) related errors or warnings. The details in the Event Viewer will often direct your troubleshooting.
3. Confirm your Servicing Director version matches your Customer Self-Service version. The product information displayed in the Windows Programs list will show the version number of the programs you have installed on each server.
4. Confirm the version shown for the Servicing Director (Database) program on the SQL Server matches the version shown for the Customer Self-Service programs on each web server. The primary first three numbers of the version should match. For example, after upgrading to 15.3, the version number of all the products should begin with 15.3.
5. If running the Customer Self-Service Web Business Connection Editor application fails to connect to the Servicing Director database server when run as directed in the installation or upgrade guide, do the following:

• Have your database administrator confirm the SQL login ILSWebUser password is correct.
• Have your database administrator confirm the SQL login ILSWebUser has the required access to the Servicing Director databases by executing the Customer Self-Service SQL stored procedure named W_FixRights on both Servicing Director databases.
  
  Note: Executing the W_FixRights procedure will set the SQL login ILSWebUser password back to the default password. If you changed the ILSWebUser login password after you installed Servicing Director to this version on the SQL Server, then have your database administrator reset the SQL login password back to your choice of password.

5. If the web server cannot connect to the business application server, have your network administrator confirm the edited Client.config file "url =" settings have the correct business applications server hostname and the URL can be resolved from your web server, as described in the installation or upgrade guide.
6. If you have made web settings changes using the Servicing Director application System Administration > right-click Web Setup > Web Page Security window, and you do not see those changes on the website, confirm whether you restarted IIS after making the settings changes. If you did not restart IIS after making the settings changes, then restart IIS to make the settings effective on the web pages.

ArticleNumber:

000048514