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.
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 app user page by clicking the 'x' next to each locked document on the borrower checklist or deleting the document from the loan page.
- 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.
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.