Problem Number: 244
Affected System: OnlineDMP
Issue summary
A client is shown an error page (usually stating 'an error has occurred' or ‘we cannot open this page’) when trying to view a statement, review, budget etc on their online account. The user dose not have an issue with there credentials.
This can increase the risk of creditors adding interest and chargers or taking further action as DMP deadlines are missed. Client dissatisfaction may also increase.
Current Workaround
There is no known workaround, but the following SQL can be run into CWS database to see whether the client has been able to visit any pages:
DECLARE @DMS_REF int = --Enter client ref
-- Account actions
SELECT *
FROM ClientActions ca
JOIN ActionTypes at ON ca.ActionTypeId = at.Id
WHERE ClientDMSRef = @DMS_REF
ORDER BY 1
Permanent Solution / Accepted Workaround
The issue’s frequency has decreased with one occurrence reported in the last 3 year period (January 2026). Due to this the problem record has been closed.