"An error occurred while trying to register this computer" -- the cause and the fix

Product: AccountView

Version: 1.11

Summary

An account update may fail with an error code 1003 or 1007 and a message containing the phrase:

An error occurred while trying to register this computer.

The error occurs at the remote website and usually does not clear up on its own. Most often, it appears in accounts that have been updating successfully in the past. This problem is isolated to services hosted by SunGard. To deal with this error, you should verify that the site is hosted by SunGard, then follow the process recommended by SunGard.

Note: TPARS, PAL, and AddVantage are some of the SunGard product/service names.

Requirements

• The remedy for this error requires a call to a financial institution. This call must be made by the person authorized to request a change to the account at the financial institution.
• The person making the call must know the user ID that is used to log into the financial institution on behalf of the account, and may need other credentials as well.

Steps to remedy the error if the site is hosted by SunGard

If you are authorized at the financial institution to make changes to the account, and have verified that the service is hosted by SunGard, then use these steps to remedy the error.

Note: This process was recommended by SunGard.

1. Call the financial institution's support desk.
2. Ask them to contact SunGard and request that the user ID for the account be reset on the multi-factor appliance server.

Steps to determine if a service is hosted by SunGard

Use these steps to determine if a service is hosted by SunGard.

1. Find the host name for the login page.

   The host name for the login page is the text that appears between the "//" and the next "/" in the URL in your browser. For example, in the URL https://www.abtrustweb.com/logon/frmLogon.asp, the host name is www.abtrustweb.com.

2. If the host name is www.tpars.com, then it is hosted by SunGard.
3. If it is not www.tpars.com, then use the remaining steps to determine if it is a SunGard site.

4. At a command prompt, use the nslookup command with the host name to find the site's numeric IP Address.

   For example, if the hostname is www.abtrustweb.com, you would type:

   C:\>nslookup www.abtrustweb.com

5. Look at the last IP address in the command window to find the IP address of the host name.  In the following example, the IP address of www.abtrustweb.com is 216.203.63.203.

   Server:  myserver.mydomain.com
   
   Address:  10.1.2.3
   
   Non-authoritative answer:
   
   Name:    www.abtrustweb.com
   
   Address:  216.203.63.203

6. In a browser, go to http://www.securityspace.com/swhois/whois.html.
7. Type the IP address you found in step 3, and click the Lookup button.

8. If the Domain Query Results refer to SunGard, then it is SunGard hosted site.

   For example, this result is for a SunGard hosted site.

   Sungard Network Solutions, Inc. SGNS-BLK-3 (NET-216-203-0-0-1)
   
                      216.203.0.0 - 216.203.63.255
   
   SUNGARD AMS GLOBAL PLUS SUNGARD-B2BCF603-1625-4EFF-94D (NET-216-203-63-192-1)
   
                      216.203.63.192 - 216.203.63.223

Attribution

Last updated: 1/12/2011

Author: KLS

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