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Support FAQ

Choose a category below that best fits your problem:

What are the requirements for my Internet Service when using DocsDirect?

The DocsDirect Web site and programs provide optimal functionality for users of an IBM compatible computer running:

  • Windows 95 or higher operating system
  • Microsoft Internet Explorer browser, version 6.0 or later
  • Properly installed and functioning Adobe Acrobat Reader Version 6.0 or higher.


  • Based upon the universal abilities of the Adobe Acrobat Reader program, simple functions such as printing documents might be possible on other systems (i.e. Mac computers or Netscape browser); however, these situations are not recommended and are not supported by DocsDirect Technical Assistance.

     

    DOWNLOAD MICROSOFT INTERNET EXPLORER

    DOWNLOAD LATEST ADOBE ACROBAT READER
    DOWNLOAD LATEST ADOBE ACROBAT READER(preferred)

    ADOBE ACROBAT READER SUPPORT

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    Is DocsDirect compatible with America Online (AOL)?

    Most of the functionality of DocsDirect is compatible with America Online's standard configuration. However, for best results, you might consider using America Online for connections, then open an independent copy of Microsoft Internet Explorer version 6.0 or later for Web-browsing.

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    Do I need high-speed connection?

    DocsDirect provides optimal functionality for users with a high-speed (a/k/a broadband) connection to the Internet such as DSL, T1, Cable modem, etc. Most operations can be achieved using a dial up (analog modem) connection; however the slower connectivity may bring about undesirable results such as time-outs or lost connections.

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    Can I use a Satellite Internet connection?

    Use of Satellite Internet service is highly discouraged when using DocsDirect. Satellite Internet technology is still relatively new and unreliable. Loss of functionality with Satellite Internet service also seems to be significant. Therefore, use of DocsDirect with Satellite Internet connection is not recommended and is not supported by DocsDirect Technical Assistance.

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    Internet Explorer Required Settings

    For proper use of DocsDirectOnline, the following Internet Explorer Settings are required to be enabled from Internet Explorer's Tools \ Internet Options Menu \ Security Tab:

  • ActiveX controls and plug-ins - Download signed ActiveX controls
  • ActiveX controls and plug-ins - Run ActiveX controls and plug-ins
  • ActiveX controls and plug-ins - Script ActiveX controls marked safe for scripting
  • Downloads - File Download
  • Scripting - Active scripting
  •  

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    Issues with Norton Anti-Virus or Norton Internet Security

    Depending of Norton AV or Norton IS settings you may experience problems using DocsDirectOnline because Norton blocks certain scripts from loading. To see if Norton is causing your problems, disable Norton Anti-Virus and Norton Internet Security completely and then try accessing DocsDirectOnline:

  • Temporarily disable Norton Anti-virus
  • Temporarily disable Norton Internet Security
  •  

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    Test Browser Settings

    Click the following link to go to the DocsDirect Browser Test page to verify proper settings for Javascript and Cookies.

    Browser Test Page

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    Test Popup Window Ability

    Click each of these buttons to test whether your Browser/Security settings will permit popup windows from DocsDirects two websites. If a window does not open when each button is clicked, popup windows have not been allowed for DocsDirect websites. Please refer to your Browser or Security software help systems to allow popup windows from "*.docsvr.com" and "*.docsdirect.com". If not allowed, certain windows, including Print Delivery windows, will not function properly while using DocsDirectOnline.

     

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    Why doesn't my UserName and/or Password work?

    UserNames and Passwords are only required for approved Lenders who are responsible for ordering or preparing closing documents(DocsDirect Online). Users who are only required to print prepared closing packages will be given a "QuickCode" for each prepared file package. Note - UserNames and Passwords for DocsDirect users prior to January 16, 2003 are obsolete.

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    How do I access documents from the DocsDirect Web site?

    If you need to print a prepared document package, you should have been given a "QuickCode" by a DocsDirect associate or your Lender. This QuickCode is a unique code assigned to a specific closed loan package. After entering a valid QuickCode, you will receive instructions for printing the corresponding documents.

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    What's a "QuickCode" and how do I get one?

    "QuickCodes" give a user access to print closing documents from DocsDirect. A unique "QuickCode" is assigned to each set of completed (ready to print) loan documents. When a set of loan documents is completed, the company responsible for printing those documents (usually a Closing Agent) will be notified that the documents are ready to print and of the corresponding "QuickCode" for that set of documents.

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    What if my "QuickCode" doesn't work or I lost my "QuickCode"?

    If you have been given a "QuickCode", but it does not work, or you have misplaced a "QuickCode", the most efficient solution, when possible, is to contact the person who gave you the "QuickCode". If that is not possible, you may complete our Technical Assistance Form. Please supply as much information as possible such as: (a) Borrowers first and last name (b) The nonfunctioning "QuickCode" (c) Lender, etc.

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    Will the Lender provide me with a "QuickCode"? Or does your company provide us with one?

    We are instructed by the Lender on how this is to be handled. Different arrangements may be made for individual circumstances. In most cases, a member of the DocsDirect staff will contact you with a "QuickCode" when the file is completed.

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    Is it possible to get our "QuickCode" ahead of time and check the Web site periodically for the loan package?

    "QuickCodes" are only assigned to completed loan packages. It is not possible to give out a "QuickCode" prior to the time when that file is ready to be printed.

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    PCL Link is not bringing up Print window?

    Internet Explorer Pop-up Blocker must be set to allow downloads from DocsDirect.
    Click here for detailed instructions..

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    My loan package required corrections after I printed the full package. Can I use the same "QuickCode" to pull the corrected documents?

    Do not attempt to print corrected documents prior to being notified that corrected or redrawn documents are available. At that time, your DocsDirect associate or Lender you will notify you of the current QuickCode for downloading corrected or redrawn documents.

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    If I am technically unable to print documents from the Web site, how can I obtain document packages?

    Please contact the Lender to address this situation. Delivery via U.S. mail, overnight delivery or some other method of document delivery may be arranged at their discretion.

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    Where can I find instructions for printing documents using DocsDirect?

    We have provided detailed instructions for printing documents. Select the link below:

     

     

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    What version of Adobe Acrobat Reader is required?

    Acrobat Reader Version 6.0 or higher is required for proper document printing. The latest version of Adobe Acrobat Reader is freely available by clicking icon below:
        

     

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    When downloading a PDF form, my Web browser window goes blank and I never receive the file. What should I do?

    Should you experience PDF files appearing as a blank window within your Web browser after downloading, follow the appropriate steps below to resolve the issue:

    Adobe Acrobat Reader
    If you are using an Adobe Acrobat Reader version earlier than 6.0., upgrade to a newer version. You can also check out Adobe's Support Knowledgebase for further information.

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    Internet Explorer
    Ensure IE Internet Security Level is set no higher than Medium. If using "Custom Level" option, the following must be enabled(radial button chosen for "Enabled" option):

  • Download signed ActiveX controls
  • Run ActiveX controls and plug-ins
  • Script ActiveX controls marked safe for scripting
  • File Download
  • Active Scripting


  • A Microsoft article gives you more information about the Adobe problem with IE browsers.

     

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    PCL Link is not bringing up Print window?

    Internet Explorer Pop-up Blocker must be set to allow downloads from DocsDirect.
    Click here for detailed instructions..

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    What do I do when, after selecting my file, I receive a message "This Page Cannot be Found" or "This Page Cannot be Displayed"?

    If you receive an error "This Page Cannot be Found" or "This Page Cannot be Displayed" after selecting your file code from the Document Pickup and Print page, please complete a technical assistance form. Please include Borrower's Name and QuickCode (if applicable) for the file you were attempting to print in the "Question" section of the form. A technical assistance will respond to your request as quickly as possible.

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    Why am I experiencing problems downloading document packages with Adobe Acrobat?

    Document packages are in Portable Document Format (PDF) and can only be viewed/printed from a computer using the freely available Acrobat Reader.

    You could be experiencing problems for various reasons:

    • You need to upgrade your Adobe Reader to a more current version,
    • Your/our Internet Service Provider (ISP) might be experiencing heavy traffic, and/or
    • The DocsDirect Web server may be experiencing heavy traffic.

     

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    Files on the DocsDirect Web site have been verified. If you have problems downloading a file, try downloading it again or reading Adobe's technical support summary for Adobe Acrobat Reader.

     

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    When printing some documents in PDF format all the words run together with no spaces between them, however, everything looks fine on the screen. Is there an error in the documents, or is it my system?

    This issue can nearly always be resolved by obtaining and installing the most recent print driver available for your particular make and model printer. Most printer manufacturers, including Hewlett Packard, provide free printer driver updates from their Web sites. Printing documents utilizing PCL files might be another alternative solution. Click here for more information.

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    Are forms printed on ink-jet, bubble-jet or Dot-Matrix printers acceptable?

    It is recommended that documents downloaded from our Internet site should be printed on a high quality laser printer. However, if you are printing using Adobe Acrobat Reader, the use of Bubble-jet, Deskjet or Ink-jet printers is acceptable in most circumstances unless otherwise specified by a Lender/Investor, local recording jurisdiction, etc. Dot-Matrix printers would not produce the desired results.

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    Files printed using Adobe Acrobat are extraordinarily slow to print. Is there an alternative method to print documents?

    We provide an alternative method of printing utilizing a Printer Control Language (PCL) file.

    Requirements for Alternative Printing Method:

    • IBM compatible computer
    • HP compatible LASER printer with minimum 1.5 meg memory
    Incompatible printer setups:
    • DeskJet, Bubblejet or Inkjet printers
    • Some multi-function printer/fax/copier/scanner devices
    • Printers connected via a USB port
    To print documents using the PCL Print Method:
    1. Open the file in Adobe Acrobat as normal.
    2. Under the Bookmarks section of Adobe Acrobat Reader (bookmarks must be enabled), choose "Click Here For PCL Version"


    3. When prompted, choose to "Open" the file
    4. Confirm print job as normal
    5.  

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      Trusting DocsDirect Websites

      Trusting DocsDirect.com Websites

      If you experience problems using DocsDirect.com is it likely that your internet browsers security settings and/or pop-up blockers settings are preventing proper operation of DocsDirect.com.

      Trusting DocsDirect.com's two domains should allow for proper operation.

      To setup proper trusting for DocsDirect,

      1)  Begin by going to "Internet Options..." from Internet Explorer's "Tools" Menu.

       

      2)  Click the "Security" tab, click "Trusted sites" icon, click "Sites..." button.

       

      3)  UNCHECK "Require server verification (https:) for all sites in this zone"

           Enter *.docsvr.com into "Add this Web site to the zone" box, Click "Add" button.
           Enter *.docsdirect.com into "Add this Web site to the zone" box, Click "Add" button.

          *NOTE: Both domains MUST be added

       

      3)  DocsDirect is now trusted.  Close all browser windows. Re-open browser into DocsDirect.com.

      4)  "Trusted sites" should now be seen in lower right hand corner of browser window when using
           DocsDirect.com

       

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