Processing Error - An error has occured while processing your request

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Article ID: 157856

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Updated On:

Products

VIP Enterprise Gateway

Issue/Introduction

This is  VIP Trial - 9.0

When logging into end user self service portal (SSP), gets a "Processing Error".

Customer was provided with instructions to stop service, rename folders, and restart service but problem still happening.

Cause

The account status in VIP Manager is inactive and/or expired as well, That is why SSP throws “processing error".

or

Most likely the clock on the EG machine is not in synch with our server. ( Ask how the time on customer machine is synched ?, if it is synched with NTP server then it is in synch) . VIP EG running SSP in time sync to an NTP server.

(Also check clock time on both client and server machine of customer, should be same)

or

The vip cert configured in the Gateway has a Jurisdiction Hash that is not matching the one for the account in VIP Manager. Ask customer to view the vip cert in their browser and check the extension "Jurisdiction Hash" value. Then look up the same value for the account in VIP Manager. If the values don't match, customer would need to get a new vip cert and make sure it has the correct JH, and then configure it in their Gateway.

Note : We do not have SSP in pilot environment. , if customer want to test SSP then they would need a production test account.
 

Resolution

The account status in VIP Manager is inactive and expired as well, That is why SSP throws “processing error".