---
title: "Uploads stall while the Encompass file is open"
slug: "34-uploads-stall-while-the-encompass-file-is-open"
updated: 2026-11-12T19:21:02Z
published: 2026-11-12T19:21:02Z
canonical: "docs.thebigpos.com/34-uploads-stall-while-the-encompass-file-is-open"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Uploads stall while the Encompass file is open

A borrower completes tasks or uploads documents. The POS shows them, and you may even get an alert that a document arrived, but Encompass does not have them.

## Close the Encompass file

Nothing moves from the POS into Encompass while the loan file is open by anyone — you, the loan officer, or the processor. As support puts it: while you are in the file, anything the borrower does sits in the queue until the file is free. Uploads queue and drop in as soon as the file is released. The same holds for a co-borrower's application data, for signed disclosures, and for e-consents.

The person reporting the problem is frequently the one sitting in the file. Everyone has to be out, including you.

A file can also be locked in Encompass without anyone appearing to have it open. A locked file blocks the transfer in exactly the same way, and the symptom is identical.

A consent that appears to have vanished is usually this: the acceptance is queued, not lost, because the loan team was in the file. See [Checking and resyncing e-consent on the people page](https://docs.thebigpos.com/docs/en/76-checking-and-resyncing-e-consent-on-the-people-page).

## Wait rather than force a sync

The system retries the push to the LOS itself roughly every ten minutes, and keeps retrying until the file is available. Once everyone is out of the file, the usual advice is to wait for that retry rather than to press **Sync with LOS**. Normal transfer is a matter of minutes, so if it has been considerably longer than that with the file free, something else is going on.

## Uploads marked "failed"

A document showing as **failed** in the POS, where **Retry Upload** does nothing and **View** still shows a perfectly good PDF, is usually this same problem wearing a different face. The document is fine; the destination is not available.

Have everyone save and exit the Encompass file, then go back in. Reloading the POS page on its own is not enough — several people have reloaded, seen "failed" again and raised a ticket, when saving and exiting the file was what was needed. Check again once the file has been released.

## Then check where it landed

Documents the borrower uploaded to their general **Documents** area go to the **Borrower Portal Document Vault** folder in the eFolder, not to the task bucket you may be watching. Documents uploaded against a specific task go to that task's bucket. Filter the eFolder by last attachment if you are not sure. See [Documents not appearing in Encompass](https://docs.thebigpos.com/docs/en/02-documents-not-appearing-in-encompass) for the full routing picture.

If you are looking for one specific item, open the task the borrower uploaded it against — the task itself shows the folder its attachments are sent to, which saves hunting through the eFolder. See [Choosing a folder when uploading documents](https://docs.thebigpos.com/docs/en/61-choosing-a-folder-when-uploading-documents).

## If the file was free the whole time

Send support the loan number, the borrower's email address, and confirmation that everyone is out of the file. Support cannot inspect a held file either, so stating this up front saves a round trip.

## A co-borrower who never appears

If the co-borrower shows in the POS but never reaches Encompass, the cause is more likely an unsubmitted application than a sync failure.

This article covers uploads. For a resync that fails outright against a held file, see [Sync blocked by an open Encompass file](https://docs.thebigpos.com/docs/en/38-sync-blocked-by-an-open-encompass-file).