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.
| 
