You update a loan in Encompass — remove a borrower, correct a name, fix a field — and the POS still shows the old information. Or a loan disappears from your POS pipeline while you are working in it.
Open the file and save it
The POS syncs when the Encompass file is saved and released. Open the loan in Encompass, click Save (top right), then close out of the file. This is the single most effective step and resolves most of these reports, including loans that have dropped off the pipeline view.
Make sure nobody is in the file
A file held open by any user — you, your processor, or the LO — blocks the sync, and it also blocks support from inspecting it. Confirm everyone has exited before escalating, and say so when you open a ticket. It saves a round trip.
Removing a borrower
Removing a borrower from a file in Encompass is fine to do, and they will clear from the POS once the file is saved. It gets more complicated if disclosures were already issued to that borrower, so mention that when you ask.
When to contact support
If the file has been saved, is not in use, and the POS still disagrees with Encompass, send support the loan number and describe exactly what differs. Support can compare both sides directly.