Description:
This article covers how to run the Plugin debug logs, which can help troubleshoot errors and issues in Encompass and the Plugin.
Steps to resolve:
Anyone can run the debug logs, the process can vary based on the users version of the plugin.
Encompass:
- If you are on plugin 23.4.2 or later they can use the "Help" menu in Encompass and choose "Save nCino Mortgage Logs" after recreating the issue to generate the logs.
- The following steps are needed for plugin versions older than 23.4.2, this is best performed by an Admin:
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Close Encompass
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Create a new folder in your C Drive (C:) called EncompassLog (if not already created)
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Within the EncompassLog folder, create two additional folders (**no spaces in the names**):
a. SimpleNexus
b. SimpleNexusWebService
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Open Encompass and go to the loan
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Trigger the error or action causing the issue
a. If an action is being blocked, hit the Save icon to capture the data around why an action is being blocked.
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Close Encompass
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Zip the SimpleNexus and SimpleNexusWebService folders by right-clicking and selecting "Compress to ZIP file"
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Reply back to support with the attached zipped file(s)
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Return to the C Drive (C:) and rename the SimpleNexus and SimpleNexusWebService folders by adding a 2 at the end to disable the logging, as shown below
a. SimpleNexus2
b. SimpleNexusWebService2
Solution:
Recreating the issue and running the Plugin debug log will help our team better understand why this issue is occurring so that we can reach a faster resolution.