A borrower says the disclosures are not in their portal, or they have signed and the package still will not complete. In the version that fools everyone, signed documents never arrive in the Encompass eFolder, which looks exactly like a sync fault. Before chasing the sync, check who else is on the file.
The usual cause
Someone on the file has no POS account yet — and it is rarely the borrower. It is a non-borrowing owner, a title-only signer, or a spouse who signs for property reasons but is not on the loan. They are not thought of as a borrower, so nobody invites them, and the package sits waiting on a person who has never been asked.
Check this first
Open the loan's People page and look at everyone listed, not just the applicants. Anyone showing as not yet active has no account and cannot sign. A package completes only when every party on it has signed, so one uninvited person holds up the whole thing — including the return of the signed documents to Encompass.
The fix
Invite them from the People page in the ordinary way. Once they create their account and sign, the package completes and the documents flow back.
The rule worth remembering
Every person on the file should exist in the POS before disclosures are issued. Adding a signer afterwards works, but it costs a round trip and usually a phone call to a borrower who thinks something is broken.
For the invite mechanics and how to tell whether someone has an account at all, see Borrower has no POS account yet. For the borrower-side version of the symptom, see Borrower signed in but nothing to sign. For adding a gift donor or another non-borrower to a loan, see Adding a gift donor or other non-borrower to a loan.