Definitive ConnectorThe Activity tab
The last 50 things the connector did for this account: loans created by the workflow action, loan changes synced to the CRM, and CRM changes sent to Encompass.
| Result | Meaning |
|---|---|
| Done | It worked. |
| Combined with the next sync | Several quick saves in Encompass became one sync. |
| Waiting | Queued; it runs within seconds. |
| Loan locked for editing in Encompass; will retry | Someone has the loan open. The CRM change is tried again until it's closed, for up to a day. |
| Didn't go through yet; retrying | A temporary problem; it's tried again automatically. |
| Failed | It was tried again and still failed. Fix the cause, then choose Sync again (or Send again). |
Common problems
| What you see | Why | What to do |
|---|---|---|
| "Encompass rejected the login" | The API user's password or the client secret changed, or the user was disabled. | Enter the new values on the Encompass connection tab. |
| "The API user doesn't have permission" | Its persona is missing a right. | See Setting up Encompass. |
| An opportunity didn't move | Its milestone isn't matched to a stage, the opportunity was already further along, or two milestones finished together. | Check the Pipeline tab. |
| The loan officer wasn't set | No active Encompass user has the CRM user's email, and there's no default loan officer. | Check the note on the contact and the New loans tab. |
| The property state is missing | The loan officer isn't licensed in that state. | The note lists where they're licensed. |
| A value is missing on the loan | Encompass didn't accept it. | The note on the contact names it; fix the value or the mapping row. |
| A loan started in Encompass isn't in the CRM | It has no borrower email or phone. | Add one; the next save syncs it. |
| "This CRM account has no pipelines yet" | Create a pipeline, then choose it on the Pipeline tab. | |
| "The connector lost access to this CRM account" | The app's access was removed. | Reinstall Definitive Connector from the App Marketplace. |
| Two loans for one borrower | Two different contacts share the borrower's email, or the Duplicates setting is off. | Merge the loans in Encompass; check the New loans tab. |
Still stuck?
Email support@definitiveconnector.com with the business account's name, the loan number and roughly when it happened. Please don't send passwords, client secrets or borrower details such as Social Security numbers.
Need help? Email support@definitiveconnector.com. We reply within 24 hours. Please don't send passwords, client secrets or borrower details such as Social Security numbers.