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Problem
A user is unable to export a file to Encompass.
Troubleshooting
Please work through each question in order and select the answer that best applies to your specific scenario. This will help us quickly identify the potential cause of the issue. If, at any step, you need to reach our support team, please inform us at which step you left off.
Are other people within your organization able to export files to Encompass?
B. NO
Please inform our support team that no users are able to export files to Encompass as well as the last time a user was able to successfully export.
2. Does the file show it was “Sent to Encompass” within the Lead History?
A. YES
Please check with your Encompass admin as the file was successfully exported.
3. What happens when you click the Export to Encompass action tool?
A. Green Message
The file was successfully exported, please check within Encompass. If you are unable to locate it, check with your Encompass admin.
B. Yellow Message
The file was successfully exported but was unable to be assigned to the user within Encompass. This is most commonly caused by either state licensing or an invalid Encompass username listed within your user profile. You can check with your Encompass admin to have the lead assigned to you within Encompass. If this continues to happen on multiple files, please inform our support team.
D. The Export to Encompass button is greyed out
The file has already been successfully exported to Encompass. Please check with your Encompass admin if you are unable to locate the file.
4. Are you able to export other files to Encompass?
A. YES
This indicates an issue with the specific lead and its data. Do a quick check to see if all fields within the lead information appear valid, a common issue is that a date field within the file will be outside of the allowed date year range (must be between 1900 and 2199). If you are unable to find the field causing issues exporting to Encompass, please contact our support team.
B. NO
Please contact our support team and inform them of the issue.