Year end statement error: Please contact customer service for assistance

Year end statement error: Please contact customer service for assistance

Please contact customer service for assistance.

Root Cause: This error is usually caused by an incorrect configuration of Servicing Director Customer Self-Service.

Workaround:

To create a statement, your Customer Self-Service must have the following configured correctly:

  1. The SAP Crystal Reports Runtime is installed on the Business Application web server (ILSWebBus).
  • Obtain the Crystal Reports Runtime installation from the Crystal Reports vendor defined in the Customer Self-Service System Requirements. Note the Crystal Reports Runtime has significant changes in the software with minor changes in the version number.  For example, some prior versions of Servicing Director use Crystal Reports version 13.0.10 and some use version 13.0.15, with very different changes in Crystal Reports.  Therefore, be sure to use the right version of Crystal Reports including the minor numbers of the version number. 
  • Be sure to install this using the Windows right-click > Run As Administrator command if available.
  1. The IIS User is assigned Full Control File Permissions to the \ILSWebBus\Rpt and \Windows\Temp folders on the Business Application web server (ILSWebBus).
  • This granting of permission is commonly a challenging step during the installation procedures, since it can be difficult to determine which Windows account is running your IIS application when each system may be different. 
  • Note which folders you have changed as part of this step and which Windows accounts were granted access.
  • See your Customer Self-Service Installation Guide for more information about assigning these permissions. 

After confirming the configuration steps above, if the error continues, then also do the following:

  1. Check the Business Application web server \ILSWebBus\Rpt folder for a file named ReportDebug.txt. 
  • This file is a troubleshooting file made during some stages of creating a statement.
  • If the ReportDebug.txt has a current Windows file modified date and time, the file may have additional details about this error. 
  • If you have a ReportDebug.txt with current details, search the knowledge base for an article matching the details. If no matching article is found, submit a case through Case Management, and upload the ReportDebug.txt file to the case.
  1. Confirm you have a data source in the Windows Data Sources (ODBC) Control Panel named "Servicing" on the  Business Application web server (ILSWebBus) configured to connect to your Servicing Director SQL server. 
  • This is a Windows 32-bit data source, so you will need to use the 32-bit Windows Data Sources (ODBC) Control Panel to view this configuration. 
  • If you do not have a data source named "Servicing", then you may not have had sufficient Windows administrator permissions while performing the Customer Self-Service Installation Guide procedures, and will want to perform these procedures again using the Microsoft procedures necessary to have elevated administrator permissions.
  • If you do have a data source named "Servicing", then be sure the server name configured in the data source is the correct server name for your Servicing Director SQL server.

ArticleNumber:

000041586