Problem Number: 270
Affected System: Creditor Website
Issue summary
This is usually reported by creditors to there in Charity liaison who will then raise a fresh ticket. The error appears on cred web when creditors try to view LOA’s/Proposals, they either get a blank page or an error message stating ‘This image is not currently available. Please try again later’. Further symptoms to identify this error are:
- Creditor FTP site having stopped in IIS
- LDSGENPRO1DBA04: SIDMonitor service and FileMonitor service has stopped
- \\LDSGENPRO1DBA04\DocuTrieve\Temp has a 'backup' of files
- LOAs not visible in Creditor Web
This delays our third parties in completing their work and has the potential to negatively impact the charities stakeholder relationships.
Current Workaround
Please raise a fresh ticket if this error occurs and our service desk creditor web lead will look into this and liaise with Infrastructure and App support to get this resolved.
Permanent Solution / Accepted Workaround
The root cause is the Creditor FTP site being stopped; however, it is unclear why or what causes this. If this is kept running the files should upload to the Creditor Web site just fine. The problem was kept open for advice and guidance and is now part of process should this occur.