Technical Support and Update Policy
-
 Pipeline Solutions technical
support is available free to registered users within the first year of
product purchase and on a annual fee basis thereafter. Technical
support includes, but is not limited to, product
updates, toll free telephone support and support by email. Prices
for the annual support program are found on the Price
List page on this web site.
- Toll
free technical support hours are from 9 AM to 5 PM Pacific Standard
Time at (800) 787-6643. Email support is available 24 hours, 7 days a
week at support@pipesoft.com.
Be sure to have your serial number
and product version available before contacting Pipeline Solutions
for support. You should consult the list of frequently asked questions
below to see if your support inquiry has already been addressed.
Frequently Asked
Questions
Q) When I click on the program icon, Windows reports that the working
folder is invalid.
A) If you are running a Pipeline
Solutions product on a network, this problem can occur when the
workstation is not properly connected to the network server where the
Pipeline Solutions product resides.
There are several reasons why a
connection may become invalid. Some possibilities are:
- 1) The drive mapping to the server no
longer exists
- 2) The server has stopped responding
to user requests
- 3) The Pipeline Product icon
properties have changed
- 4) The workstation is not physically
connected to the network
- 5) A network hardware failure has
occurred
Check with your network administrator for
assistance in validating the network connection.
Q) I am getting an OS Error 5, the system just quits or says "illegal
operation" when entering data.
A) The database index files have probably
become damaged. Quit the program and use the Rebuild Index Files on the
Maintenance menu to correct the problem.
Indexes can become damaged when a
Pipeline Solutions product is not exited properly.
Q) Why are some of the menu
options "grayed out" and not active.
A) Because the system cannot perform
certain tasks when a loan file is opened, some menu items are deactivated
until you open a loan file. The converse is also true. Some menu items
deactivate when a loan file is opened.
Q) What is the optimum order
to follow when entering data?
A) Follow the steps below...
- 1. Loan Setup
- 2. Tracking
- 3. Compliance
- 4. Processing
Note: Nearly 90% of the loan file, can be managed in the Loan Setup category.
Q) Why don't all forms appear on the print menu?
A) Some forms will not appear on the
print menu because the data entry screen used to complete the form has yet
to be completed. Check the data entry screens and make sure you have
completed the necessary categories to get the form in question to print. Also, some forms are screen out based on Loan Purpose, Property State, Agency (Conv, FHA, VA) and other creiteria.
Q) If I have misspelled a
borrower name where should I make the correction?
A) If you have already created a loan
application, change it in the borrower information section of the 1003.
Otherwise, change the name in the Loan Setup and Related Company screens.
Q) What is the difference
between default file templates and loan program templates?
A) Default file templates are used for
general loan file information and loan program templates are for loan
program specific information. For example, if you want the same credit
report company to appear in every loan file, you would enter it in a
default file template. If you wanted the set the fee amount for a credit
report, you would enter it in a loan program template.
Q) How can I make the system
calculate a combined loan to value for concurrent 1st and 2nd mortgages?
A) Enter the 1st mortgage as the subject
loan and enter the 2nd mortgage loan amount as other financing.
Q) How can I make the system
calculate a combined loan to value for an existing 1st mortgage and a new
2nd mortgage?
A) Enter the 1st mortgage as an existing
liability and assign it to the subject property in the schedule of real
estate. Also, set the loan status field to "Subject Property" in
the schedule of real estate.
Q) Why does the payment
schedule on the Reg-Z disclosure show different payment amounts when the
subject loan is a fixed rate mortgage? And why are the payment amounts not
equal to the P&I payment or the PITI payment?
A) A varying payment schedule on the Reg-Z
is usually the effect of mortgage insurance. Disclosure requirements in
the Federal Truth-in-Lending Act require the Reg-Z payment schedule to
reflect P&I payments plus monthly mortgage insurance.
Q) Why do the Good Faith
Estimate, 1003 and FHA Mortgage Credit Analysis all show different cash
require to close amounts.
A) Make sure you have not overridden any
calculations that might prevent the system from totaling fields properly.
Also, check the Details of Transaction on the 1003 and make sure items g.
and n. have the correct financed mortgage insurance figures.
If you have entered any allowable FHA
charges in the POC (Paid Outside of Closing) fields on the Good Faith
Estimate, they are included in the Total Estimated Closing Costs on both
the Details of Transaction and FHA Mortgage Credit Analysis, but not in
the Good Faith Estimate totals.
Q) What is the difference
between the Exclude and Payoff checkboxes on the liabilities
data entry screen of the 1003.
A) "Ecxlude" mean don't include the balance and/or payment in totals or ratio calculations. For example, a debt that will payoff shortly after the subject loan closes or
liabilities that are not paid by the borrower but still show up on the
credit report might be excluded from calculations.
The Payoff checkbox is used to indicate the
liability will payoff in escrow.
Q) Are Pipeline Solutions products network ready?
A) Yes. No special version is required.
Q) How many simultaneous users does the Pipeline Solutions database support?
A) Pipeline can scale from 1 to 1000 or more depending on the Server specifications.
Q) What is the difference
between the Pipeline Loan Officer and the Pipeline Mortgage Broker.
A) The Pipeline Loan Officer does not
include all the processing documents required to fully process a loan. Nor
does it included any underwriting, tracking or reporting capabilities. Check the feature
Comparison page on this web site for more information.
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