Some borrowers on a file can e-sign and others cannot. The ones who are blocked can log in and open the package, but completing the task returns an error. Only part of the disclosure packages ever finish.
The cause
An extra or blank borrower position is attached to the file. ConsumerConnect counts that empty slot as a real borrower and holds the package, so the remaining borrowers cannot complete their signatures. This turns up most often after borrowers have been moved between positions, or where two people on the file share a name.
What to check
Open the ConsumerConnect admin portal from the Home tab in Encompass, select your POS site from the dropdown, and look at the borrower list for the file. An entry with no name or no email address is the one causing the problem.
The fix
The blank borrower position has to be unlinked. Support can do this, but agree it first — unlinking may mean reissuing disclosures to the borrowers who have not yet signed.
When to contact support
Send the loan number, how many borrowers should be on the file, and which ones are blocked. Mention if any borrower has already moved to wet-signing, since that changes what still needs fixing.