A borrower uploads a document and the task shows complete, but the file never lands in Encompass and no error appears anywhere. Or sending a package out for signature fails with "error creating or sending." In both cases the file format is the problem.
Uploads that Encompass rejects
The POS accepts a wider range of file types than Encompass does. A photo saved in an unusual format — .jfif is the common one, and phone cameras produce it — uploads to the POS successfully and is then rejected on the Encompass side. The task still looks complete, and nothing tells you it failed.
Ask the borrower to re-save or re-take the photo as a PDF or a standard JPEG and upload it again.
HEIC photos from an iPhone
This is fixed. Previously, a borrower uploading from the iOS photo gallery through the mobile app had HEIC files accepted and then fail silently, while the web portal and mobile web rejected them correctly. Since 3.10, photos taken from an iPhone gallery upload as JPEG, and the mobile app accepts the same formats as the web portal. Borrowers no longer need to convert anything before uploading.
A supported file that was open at the time
A file in a perfectly good format still fails if it was open or locked on the borrower's own machine when they uploaded it. This one can simply be retried once the file is closed.
The two sides see this differently: the loan team sees RETRY SEND TO LOS, while the borrower sees nothing at all and believes the upload worked.
Packages that will not send
A Word document sitting in the signature bucket will stop the whole package from going out. Remove it, convert it to PDF on your computer, put it back, and retry.
The general rule
PDF is safe everywhere. When documents have moved correctly before and this one has not, check its format before treating it as a sync failure.
When to contact support
Send the loan number and the name of the document. Support can see which file was rejected and why.