Issues
Servicing Director Newly Acquired Loan is not Reporting to the Credit Bureaus
You may find that a loan in Servicing Director, which was recently acquired, is not reporting to the credit bureaus, and is not appearing in the Servicing Director Credit Bureau Export file. Workaround: In Servicing Director's Credit Bureau Reporting ...
Unable to See Cash Count Transactions When Configuring a Custom Query in Version 5.2
Before updating to v5.2, saved custom queries opened. After updating to v5.2, you cannot see the saved cash count transactions. Environment: EZTeller Workaround: Several new transactions were added in the EZTeller release 5.2. New columns in the ...
Reviewing EZTeller Roles to Determine Which Roles and Limits Are Assigned to Each Employee
You want to know which EZTeller roles and limits are assigned to employees. Environment: EZTeller Workaround: There are two reports that, when they are used together, provide this information: Employee Information Report - Lists employee name, bank, ...
Superview32 CTR FinCEN 104 Form Is Outdated
The Currency Transaction Report (CTR) form printed by Superview32 is outdated because updates and enhancements are no longer being made to this version. As of July 1, 2012, all banks are required to file CTRs electronically on the Financial Crimes ...
A Workstation Does Not Have the Current Bond Redemption Values for Redeeming Savings Bonds in EZTeller.
The bond files have been updated on the server but specific workstations are not getting the updated file. Environment: EZTeller Workaround: When opening EZTeller the EZStartupENT.exe checks the server for updated files. EZTeller must be mapped to ...
Tellers Randomly Being Prompted for CCR Information on Small Cash Amounts
Tellers are now being prompted to gather Cash Consolidation information on small transactions. When reviewing the CCR record, the status column displays a "T" with the legend description of Teller Added. Environment: EZTeller Workaround: It was ...
Tellers are Being Prompted for CCR and CTR Data on Exempt Accounts.
Tellers are now being prompted to enter CCR and CTR information on exempt accounts because the review date has expired. Environment: EZTeller - You have not done any updates to EZTeller recently. Workaround: Exempt accounts are set up as Phase I or ...
Form Does Not Print when Attempting to Print the Original of an Amended CTR
When trying to reprint an original CTR that has been amended, you get a screen prompting you to save the file. The screen is like the one you would see if you were saving a CTR batch file. Environment: EZTeller Workaround: The CTR print queue needs ...
Servicing Director Mini Milar Export or Report Does Not Include All of the Expected Loans
The Mini Milar Export or the Mini Milar Report does not contain some or all of the loans that you expect. Workaround: Please review the Help Topics on the Mini Milar functionality, as well as the Servicing Director 15.1.1 Release Notes, to make sure ...
Servicing Director Pending Loan Not Found In Loan Setup
In the Servicing Director Loan Setup application, a loan ID which is reported to be Pending is not found. When attempting to open the same loan ID in another Servicing Director application, the loan ID is reported as Pending and should be viewed only ...
There is No Setting in Superview That Can be Enabled so Validations Print Darker
There is no setting within EZTeller or Superview to make validations print darker. Environment: EZTeller Workaround: A couple of suggestions are: Purchase black ribbons instead of blue ribbons and replace the ribbons regularly. Turn Caps Lock on at ...
CTR Records Cannot Be Deleted, the Only Option Is to Mark as Inactive.
A CTR was created in error and you would like to remove it. Some CTR records are created based on transactions processed by the tellers while others are forced through EZTeller or Superview. Even though a CTR does not need to be filed, it was ...
Only the Primary Borrower Name Appears on the Printed Servicing Director Checks
If you use the delivered Servicing Director Check Printing feature, you may find that when checks are produced for the borrower as payee, that these disbursement checks only display the primary borrower name, and not any other borrower on the loan. ...
MERS TOS/TOB Checkbox is Unavailable for Selection in the Acquired From/Sold To Table
You may find that when trying to change the MERS Flowsales setting for one of your companies set up in the System Admin Module, Table Setup, Acquired From/Sold To table - and when editing the selected company, the MERS TOS/TOB checkbox is unavailable ...
Servicing Director Customer Self-Service IRS Tax Forms Show Prior Reporting Year On Label But Form Boxes Have Current Reporting Year Values
When you view the Customer Self-Service IRS tax forms—the Annual statement or 1098 Mortgage Interest statement—the form label has the year for the prior reporting year in big bold print, but the form boxes are filled with the current reporting year ...
Servicing Director Send Letters Screen Does Not Create Document
On Servicing Director 14.2 or 15.1, when you use the Servicing Director Send Letters screen and click Send, the message "Letter sent successfully" appears, but no document is created. If the document was to be printed, there is no prompt to select ...
Comment Reminder Section Grayed Out
Customer would like to add a Comment Reminder in the Customer Service Application but noticed the Comment Reminder section is grayed out so they are unable to add a Comment Reminder. Workaround: To Add a Comment Reminder: Select the Customer Service ...
Unable to Duplex Print (Both Sides)
Servicing Director is unable to duplex print documents, where printing is on both sides of the paper. Workaround: Set your printer to print duplex by default. You may be able to configure a separately named printer with the duplex printing default, ...
Servicing Director Customer Self-Service 13.1: Borrowers Unable to Submit Online Payments
If a borrower clicks the Online Payment Review Submit button and the Online Payment Confirmation web page does not appear and the online payment is not submitted, the borrower might be using an unsupported Internet browser, such as Chrome, Firefox, ...
Servicing Director 8.0 Collections>New Bankruptcy or Edit Bankruptcy Screen Has Blank Mailing State Field
On Servicing Director 8.0, the Collections>New Bankruptcy or Edit Bankruptcy screen, the Mailing State field is always blank. Workaround: The issue addressed in this article was resolved in Servicing Director version 8.1. ArticleNumber: 000065000
Servicing Director Letters Screen Displays Sent Successfully but Nothing is Sent when Using Word 64 Bit Version
When you use the Servicing Director Send Letters screen to send a Mail Merge letter using Word 64-bit version, the letters are blank without any printing, and Servicing Director Letters screen displays the message the letter was sent successfully. ...
Setting CTR Reporting Levels in Superview32
You would like to adjust the minimum Cash Consolidation amount, the Currency Transaction Reporting amount, or both. Workaround: Steps to change the cash consolidation and reporting amounts: 1. Sign on to Superview32 with a Manager authority level. 2. ...
Servicing Director Assessed a Late Charge on the Same Day a Payment was Made
When reviewing a loan history, you may find that a late charge was assessed on the same transaction date that a regular payment was made on the loan, and you may question why the late charge was assessed. In the case of the loan you are reviewing, ...
Servicing Director Monthly Billing Statement Is Missing a Borrower Name
When you create the Servicing Director Monthly Billing Statements, you find that one of the borrowers on a loan is missing from a statement. The problem is that one of the borrowers on the loan is not assigned correctly in the Mailing Address screen. ...
Servicing Director New Loan Letter Event Creates Letters for the Same Loans Every time It Is Run
The Servicing Director Event Manager New Loan Letter event or C New Loan Letter event creates letters for the same loans every time it is run, and you want it to only create the letters once per loan. Workaround: The New Loan Letter events require ...
Servicing Director Credit Bureau Export File is Rejected by Credit Agency Because the Detail Records Include an Unknown Identification Number in Position 21
You may find that your Servicing Director Credit Bureau Export file is rejected by the Credit Agency because the Detail records include an unknown Identification Number in position 21. Workaround: The Servicing Director Credit Bureau Export uses the ...
Special Account Monitor (SAM) New Accounts Alerts was Enabled but Only Some Accounts Are Being Flagged as New
The bank has defined the Special Accounts Monitor Default Options to automatically create alerts for new accounts but not all new accounts have created an alert. Workaround: In EZTeller when the New Account transaction is selected, an alert is ...
Superview User is Unable to Edit Special Account Monitor (SAM) Alerts
In Superview, the user cannot scroll through, add or edit SAM alerts. The first account on the list has a blank account number field. Environment: EZTeller Workaround: EZTeller has allowed a record to be added without an account number. Until we ...
Supervisor Is Unable to Override Transactions at the Teller Workstation
A supervisor role was recently added to an employee and they are unable to override transactions at the teller workstation. Workaround: EZTeller user information and passwords copy from the database to the workstation at startup. If the teller has ...
Totals Are Zero under Admin, Totals
When balancing your cash drawer in EZTeller32 you select Admin > Totals and all totals show zeros. However, your journal is correct, and the supervisor is able to view your totals in Superview32 when selecting Branch > Reports > Teller Cash. ...
User ID Has Been Deactivated
When signing on to EZTeller32 or Superview32 a teller receives the following message: User ID has been deactivated. Workaround: Open Superview. Select Tellers, Edit. From the Teller List screen, select the teller whose status needs to be activated. ...
The Redeem Bond Information Screen Does Not Appear when Redeeming a Bond
You attempt to process a Redeem Bond transaction but the information screen where tellers enter the denominations and issue date does not appear. Workaround: Confirm that you have the following files: C:\EZTeller\EZredeembondctlent.ocx (for EZTeller ...
Laser Check Serial Numbers are Approaching End of the Defined Range
If you sign on to Superview and receive the message, "Warning! Your Laser Check Serial Numbers are approaching the end of the range defined in Serial Number Administration Menu," it means you are reaching the end of the serial numbers defined in ...
Teller Leaves without Balancing the Cash Drawer
A teller was called away before he/she was able to perform end-of-day balancing. Workaround: Assign the role of the absent teller to another employee at the branch. That person can log into EZTeller, select the role of the absent teller and balance ...
Teller Journal is Blank after End of Day on December 31st
After balancing and declaring an End of Day on December 31st, or last working day of the year, you select View Last Transaction. When the Journal Scan screen appears, there are no transactions listed in it. Workaround: Until the system date on the ...
EZId Signatures are not displaying in EZTeller but can be viewed in EZId on the same workstation
Workstations are unable to retrieve EZId signatures in EZTeller however, you are able to view signatures in the EZId program at that same workstation. Workaround: Verify that EZId has been set up as the Signature Display Product. Open Superview. ...
Tellers at One Location Report that Cashier's Checks are Printing Incorrectly
Tellers at one location report that cashier's checks are printing incorrectly. Other branches are not experiencing this problem. Environment: EZTeller where all branches share the same EZTellerServer folder and the same ezt-prt.dat file. There have ...
Field Maintenance Is Not Logging Changes When New Information Is Entered
You have Field Maintenance Logging enabled on selected tables and fields; however, as new information is entered (such as when new information is entered for a new loan) there is no logging for the new entries. Workaround: Field Maintenance Logging ...
Field Maintenance Is Not Logging Changes on Any Table
You have Field Maintenance Logging enabled, but changes to the selected fields are not logged for any table fields for any Servicing Director user. Workaround: Have your IT department confirm that the Servicing Director application desktop computers ...
Field Maintenance Is Not Logging Changes on a Specific Table
You have Field Maintenance Logging enabled for a specific table, but changes to the selected fields are not logged. Changes to other Field Maintenance Logging selected tables are logged. Workaround: Enable Field Maintenance Logging on the specific ...
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