Issue Description

Title agents and escrow agents may experience intermittent issues when attempting to access documents through the document portal, receiving error messages when clicking the access link in automated emails.

Process Overview

Documents are sent to escrow agents via Encompass using the "SEND" button (not the "EDisclosures" button). Recipients receive an automated email with instructions on how to access the documents.

Current Status

This is a known issue being investigated by ICE (Encompass). The problem is not related to internal systems but rather an intermittent issue on the Encompass platform side.

Resolution

• ICE has acknowledged the issue and is actively working on a resolution
• The problem is intermittent, meaning access may work at different times
• No action required from internal staff - this is being handled by the vendor

Workaround

If recipients report access issues, they can try accessing the documents again later, as the issue appears to be intermittent rather than permanent.