eConsent reports as not synced, a co-borrower will not push across, or a resync returns "You don't have permission to access this resource." In most of these cases nothing is wrong with your permissions or your data — someone has the loan open in Encompass.
Check this first
Find out who has the file open and have them save and exit. A file held open is locked, and the POS cannot write to it. As support puts it: while you are in the file, anything the borrower does sits in the queue until the file is free. Support cannot release that lock from their side either. Once the file is free, a queued change will usually land on its own within a few minutes.
The permission error is misleading
"You don't have permission to access this resource" on a resync almost always means the file is locked, not that your account lacks rights. Read it as a lock message and check who is in the file before raising an access request.
What the lock blocks
- eConsent acceptance writing back to Encompass
- Co-borrower records and application data pushing across
- A manual resync from the three-dot menu on the record
- Document transfer from the POS
The same block applies to e-consents landing, and that is the most common reason a consent date never populates on the file. The acceptance is queued behind the lock, not missing.
Run the sync yourself
Once the file is released you can trigger the sync manually from the three-dot menu on the record rather than waiting for the automatic push. This is also how you clear items that have been sitting in the transfer queue without an error being raised on either side.
What support will ask for
Confirmation that the file is closed in Encompass by everyone, including you. Support will ask you to exit before they can inspect the loan or write to it.
This article covers sync and resync. For borrower uploads and documents stalling on the way across, see article 34, uploads stall while the Encompass file is open.