Problem Description

Users may encounter an error when attempting to push loans to underwriting (UW) in Encompass, even when no documents appear to be missing.

Root Cause

This issue occurs when required document buckets are empty. The system cannot process loans with empty required buckets, even if duplicate buckets with the same name exist where one contains documents and one is empty.

Resolution Steps

1. Identify the empty required bucket

   • Check for duplicate buckets with the same name
   • Locate which bucket is empty

2. Delete the empty required bucket

   • Remove only the empty duplicate bucket
   • Keep the bucket that contains documents

3. Restart Encompass

   • Close Encompass completely
   • Reopen the application
   • This step also resolves issues with credit vendor information not persisting

4. Retry the underwriting submission

   • Attempt to push the loan to UW again

Important Considerations

• Required buckets must never be empty regardless of having duplicate buckets
• For correspondent lending loans, ensure a final application document is present in the required bucket
• If credit report company information is not sticking, the Encompass restart (step 3) should resolve this issue