Description:
Occasionally, when a borrower uploaded document is previewed in the nCino Mortgage system, the text shows as non-alphabetical characters. This is just a matter of the view not loading properly in the document viewer. The following are some things that you can try to get the proper view.
Troubleshooting:
- Try accessing the document from a different area. For example, if you are trying to view the document from the task, try loading it from the documents tab instead or vice versa.
- Try clearing your cache and cookies and then opening the document again (How to Clear the Cache and Cookies on Your Web Browser).
- Leaving the document alone for a while and then coming back could also be enough to let the viewer load the document.
- Open the document in the LOS. Since the file itself is fine, you can open it in your LOS and see it in proper font.
- For this same reason, you can download the document from nCino Mortgage and view the file on your computer.
Solution:
If the document is showing with the strange characters after trying all of these options, contact support to allow for a deeper investigation.