Description:
User gets an error when trying to import documents. Looking at the loan or app user page, the files are encrypted/password protected.
Steps to resolve:
The LOS system will not allow the import of locked/encrypted/password protected documents. The documents tab of the loan file will show which documents are encrypted for ease of identification.
Web:
- The user can download the encrypted documents from nCino Mortgage manually.
- Then remove the files to stop the import error and allow additional documents to import.
- You can delete from the documents tab of the loan file by clicking the three dot menu and choosing delete. Or from viewing the file using the trash can symbol at the top
- You can delete from the documents tab of the loan file by clicking the three dot menu and choosing delete. Or from viewing the file using the trash can symbol at the top
- User can also reject the documents and have the borrower send them again without any encryption.
- Documents are rejected from the PDF viewer that can be accessed by clicking on the file from the "complete task" tab or the "documents" tab.
- Documents are rejected from the PDF viewer that can be accessed by clicking on the file from the "complete task" tab or the "documents" tab.
Solution:
Due to limitations of the LOS, locked and encrypted documents can not be imported. nCino Mortgage can not store passwords for these files. These documents will need to be manually downloaded or they can be rejected to have the borrower upload without encryption.
Additional resources:
Published: 09/08/2023 Last Update: 02/11/2025