Issues
Reset Security Settings Web Page Cannot Be Opened
You are unable to open the Reset Security Setting web page after upgrading to Servicing Director Customer Self-Service 8.2 with Service Pack 2. Workaround: To confirm the financial institution employee has the customer service web role and at least ...
What is the Carry Over Percent
What is the "Carry Over Percent" in the Arm Module Workaround: Certain ARM notes provide the ability to store unused rate increases which were blocked by the rate caps for use at a later time when a change in interest rate did not reach the cap ...
Envelopes are Printing Too Low in EZTeller After Changing to New Style Validation Printer
Epson TM-U375 validation printers print address in the correct place on envelopes. Epson TM-U675 or TM-H6000, the address is prints too low on the envelopes requiring the ezt-prt.dat file to be modified. If there are no envelope settings in the print ...
Servicing Director In House Coupon Rpt Event does not Generate Coupons as Expected
After successfully completing all of the required steps in the Help Topics on how to implement In House coupons, you may find that when you run the Event Manager In House Coupon Rpt Event, the coupons do not generate and print as expected. The event ...
There is a Problem Interfacing with the Scanner when Scanning Images in EZID
You are trying to scan an image in EZID and get a message stating: There was a problem interfacing with the scanner. The following may be a solution to the problem: Leave your scanner On and Re-boot your computer. Try running a Scan Test with the ...
Epson Validation Printer is Printing ????? on Receipt Tape
Epson validation printer starts printing question marks on receipt tape for no apparent reason. The teller is not doing a transaction at the time. Environment: Epson printers include: TM-U325, TM-U375, TM-U675, TM-H6000 Workaround: There is a Data ...
A Loan Boarded into Servicing Director has an Incorrect Interest Rate
After boarding a loan into Servicing Director, you find the loan has an incorrect interest rate, and you want to change the interest rate. Workaround: Open the Customer Service application. Click Payment. Click Pmt Change. Click Modify Pmt. Select ...
Servicing Director 14.1 (or Prior) Customer Service Application Displays a Small, Hard-to-Read Font
After a new installation of the Servicing Director applications, the Customer Service application is displayed in a small, hard-to-read font in the upper section of the screen, with several characters possibly showing as blocks rather than letters. ...
Servicing Director 14.1 (or Prior) Database Installation Program Does Not List the Servicing Director SQL Server
During the Servicing Director database installation, the Servicing Director (Databases) InstallShield Wizard Database Username and Password screen does not list the Servicing Director SQL server in the Sql Server Name (instance) drop-down list. ...
Lists and Receipts Printed on Paper Tape Stop Before the Complete Data is Printed
The user is printing with an Epson 375, 675, or 6000 printer connected through a serial/USB converter. Receipts, totals, batches, and other lists are printing the first few lines of the header but then stop before the complete data is printed. ...
Does Finastra Provide the SOC 1 or SSAE 16 Report for Servicing Director?
Does Finastra provide the SOC 1 or SSAE 16 Report for Servicing Director? Workaround: No. As an application producer, Finastra does not have independent third party audits performed for all products, including Servicing Director. To assist our ...
Servicing Director Loans are Unexpectedly Found to be Registered and Assigned MERS/MIN Numbers
You may find that some loans, which should not be MERS loans, have been registered with MERS (Mortgage Electronic Registration System) and have been assigned MERS/MIN numbers. You would find these loans appearing on the MERS Registration Export or ...
Servicing Director Annual Escrow Account Disclosure Statement Does Not Provide Option to Deposit Surplus Amount Rather than Send a Check
In the Annual Escrow Account Disclosure Statement letter, it states that "We are sending you a check for the surplus." There is no option available for the institution to change the verbiage to state that the surplus will be deposited into the ...
The Payment Batch Effective Date is Incorrect
Running the Daily Advance Lockbox Payments Import file into Servicing Director and it is holding an effective date in the past and it is the same every day. Environment: Payment Processing Workaround: Go to System Administration select Event manager. ...
Servicing Director Contact Screen Default Reason Field Drop Down List Does Not Display Default Reasons Of TEN and TRA
In the Servicing Director Contact screen, the Default Reason field drop down list does not display the default reasons called TEN (Tenant Not Paying) or TRA (Transfer Of Ownership). The option to select one of these two default reasons in the screen ...
There is No Data in the Daily Fannie Mae LAR Export, Fannie Mae LAR and FHLB Xtra Export Reports
The Daily Fannie Mae LAR Export Report and Fannie Mae LAR and FHLB Xtra Export have no data. Workaround: This happens because the Midmonth Cutoff Date didn't advance. Run the Fannie Mae Loan activity report to check and confirm the data. Go to ...
Servicing Director Customer Self-Service Web Page Links Missing
When a borrower or an employee logs into the Customer Self-Service web page successfully, the left hand navigation area has web page links (buttons or clickable text), used to open the other various Customer Self-Service web pages. The navigation ...
Changing the Day of Month for Investor Remittance Date And Investor Cutoff Date
This procedure changes the day of month for Investor Remittance Date and Investor Cutoff date for non-FNMA (Fannie Mae) or non-FHLMC (Freddie Mac) loans. Workaround: From the Investor Accounting > Investors > Cutoff tab, in the field called Next ...
Modifying User Permissions in Fusion Servicing Director
You want to know how to check permissions and limit or disable admin rights in Fusion Servicing Director. Workaround: From the System Administration application, select Security to access the screens to create, modify, or remove user permissions by ...
Servicing Director Application Screens Have a Small Font
The Servicing Director application screens use a fixed font size, and the larger the resolution of the Windows desktop, the smaller the fonts will appear for Servicing Director. Workaround: There are no methods within the Servicing Director which can ...
Investor Collections Report as of 16.3 Does Not Show Any Payments
As of 16.3 the Investor Collections report is not showing any payments. Workaround: This report is hard coded to use the Investor's last cutoff date. Example: If you are in June, then you will only be able to see the collections for the May cutoff ...
Event Manager Did Not Advance or Change the Transaction Posting Date During the Run All Scheduled Events
After you run Event Manager and run all scheduled events, the Current Transaction Posting Date on the system is not advanced or changed, and it is still the same Transaction Posting date as the just finished business day. IMPORTANT! Do not click on ...
Cannot Open Print Format File EZT-prt.dat
The following EZCheckServer error message occurs: Cannot open Print Format File EZT-prt.dat, when opening EZTeller. Workaround: The file EZT-prt.dat is missing from the EZTeller File Server directory or it is not able to copy to the local directory. ...
Servicing Director Task Queue History Shows the Wrong Changed By User Name
You have Servicing Director tasks, and as the tasks are updated by a user, the incorrect user name is logged in the Changed by field. Workaround: Check with your system administrator or local IT staff for assistance to be sure each Servicing Director ...
Servicing Director Event Manager Creates Blank Single Documents
Event Manager sometimes creates blank documents, where a single copy of a letter or report includes all the default text built into the document template but there is no loan data or no data fields showing information on the report. Workaround: In ...
Servicing Director Event Manager Output Files Do Not Save With A Unique Identifier Or Date Stamp In The File Name
When an event is run in Event Manager, the output file for a letter, report or export. does not automatically save any unique identifier or date stamp as part of the file name. There is a possibility then, that each time the same event is run, and no ...
Redirected Back to the Login Page After Entering UserName and Password on the Customer Self-Service Web Page
When a user tries to log into the Customer Self-Service borrower web page, the logon pages prompting for the username and password appear, but after entering both the username and password, the web page never moves on to the loan pages. Instead, the ...
Odd Days Interest on the Payoff Interest Screen
Why is there odd days interest included in total interest due on your payoff quote? Workaround: Odd days interest is located in the balance screen which is manually added at the time of a payoff quote. This amount will be added to the interest due ...
Servicing Director Scheduled Payments Unable to Edit or Delete a Scheduled Payment
On the Scheduled Payments screen, the Edit and Delete button is grayed out when a listed payment is selected, and the payment cannot be deleted. Workaround: Payments listed on the Scheduled Payments screen cannot be edited or deleted by design if ...
Servicing Director Print Buttons Do Not Print
When you click any Print button, nothing is printed and there is no error message. Workaround: Confirm the version of Servicing Director and confirm each service pack installed on the local desktop computer. Note: Use the Windows Control Panel > ...
Servicing Director Loan Transfer Import Event Does Not Successfully Import And Transfer Loans When The Pool Numbers Are Alpha-Numeric
You may find that the Servicing Director Loan Transfer Import Event does not work successfully when you are using Pool Numbers that are alpha-numeric. The Loan Transfer Import Event will not create an Investor transfer batch containing all your loans ...
Servicing Director Collection Detail Report Displays Loans Which Are Not Delinquent
When you run the Collection Detail Report in Servicing Director, you may find that the report will list loans that you feel are not delinquent, or not past their grace days allowed. Environment: Collection Detail Report Workaround: One of the built ...
Loans Are Missing from the Deferred Fee Trial Balance Report
The Deferred Fee Trial Balance Report is missing loans on my February report. Environment: Event Manager Workaround: The problem could be the FeeAmThruDate for these loans. For example, the due date for a loan is the first of the month. In the month ...
Servicing Director User Has Access to All Event Manager Events
You have users who have access to the Event Manager application, and they have access to all Event Manager Events. You do not want them to have access to all events and only want them to be able to access certain events. Workaround: You may want to ...
Servicing Director Event Manager Events Missing from the Scheduled Run All Events
The Event Manager completed the Run All events, but certain events expected to be on the schedule of events were not attempted, with no reference to the events in the Event Manager Run All log file or on the Event Log by Date report covering that ...
Large Font Sometimes Overlaps Other Fields or is Cutoff
On some Windows 7 desktops with the Servicing Director applications, some of the application screens have text displayed outside of the screen area for the text, possibly flowing onto other text or being cut off. For example, on the Customer Service ...
Read-only mode starts unexpectedly
Fusion Servicing Director Read-Only mode switches all users to view-only security permissions (all edits and change options are grayed out) for all screens and fields. Having view-only permissions allows users to view borrower information and provide ...
Checking Information On Servicing Director Users
You want to know how you can check the information on Servicing Director users. Workaround: All the users are listed in the System Administration module under Security > Users. In Event Manager under Available Events > System Administration > ...
History Button Does Not Open the History Screen
Clicking the History button on any Fusion Servicing Director application does not open the History screen. There is no error message, and the Specify Additional Criteria screen opens, but after moving past that screen, the History screen does not ...
Unable to Update Future Payment Due Dates
After a loan is added to the system with an incorrect closing date and first payment due date, you tried to delete the payment record and run the SQL query to populate a record into PaymentChange table. The query helps with a new payment change ...
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