MortgageStream Frequently Asked Questions

Q10: Superuser password

Q1: Reminders for Advisers
I have set a reminder for an adviser, but I keep getting his/her reminders on my login. why is this?

A: This is because your adviser does not have a corresponding Mortgage Stream username, or the adviser's Mortgage Stream user name has not been associated with the corresponding adviser.

To do this, click on the user's button in the bottom left hand corner. Then double click on the adviser's user name. A dialog should now open which has the user's privilege levels.
At the bottom of this dialog there is a "Corresponding adviser section".

Select the relevant adviser from drop down list for that user. All reminders created for the adviser will now pop up correctly.

Q2: System time has been put back since last login
I have just tried to log in to MortgageStream and it is saying that system time has been put back since last login. You will need a new license key. What does this mean?

A: It means that someone’s PC clock (on the network) has been changed while they accessed MortgageStream. Just put the relevant clock to the right date and time. This sometimes solves the problem. If not, contact support to supply you with the new license key.

Q3: Infrequent message
When I use MortgageStream, I infrequently get the message time out expired. Why is this?

A: It is because your Lead Import Tool is out of date. Please contact support to get it upgraded.

Q4: “Error opening word template document. This command is not available”
“Error opening word template document. This command is not available”. This message keeps on appearing when I try to create a letter. Why is this?

A: You are using a trial version of Microsoft Word which needs to be activated.

Q5: When I try to enter a case it says that a user is already in it but they are not
When I try to enter a case it says that a user is already in it but they are not. What should I do?

A: Get the relevant user to go into the relevant case and then come out again.

Q6: Operation Failed
When using the MortgageStream Briefcase to email clients details I get a message saying "Operation failed". How do I fix this?

A: This message will appear when Microsoft Office Outlook has stopped responding. The easiest way to fix this is to reboot your PC as it will reset the Microsoft Outlook process.

Q7: Error Code 1001
When I try to log into MortgageStream, a message appears giving Error Code 1001. What does the message mean and how do I solve it?

A: It means that you have a networking issue between computers. Basically they cannot access each other's data across your network. This is not a problem with MortgageStream.
Possible reasons are:
Physical network outage
Network privilege
Windows user login privilege accessing the server

You should consult your IT personnel to resolve this issue.

Q8: Microsoft Office 2007
When I create a letter in MortgageStream on a computer that has Microsoft Office 2007 installed, the letter cannot be read on a computer that has a previous version of Microsoft Office installed. Why is this?

A: There is a compatibility issue between Microsoft Office 2007 and previous Microsoft Office systems. This is not a MortgageStream problem. However it can be easily solved by downloading the Microsoft Office Compatibility Pack. See the Microsoft Website for details.

Q9: “An unsupported operation was attempted”
When I log into MortgageStream the message, “An unsupported operation was attempted” appears. Why is this?

A: PhoneStream has been un-installed. Close MortgageStream down, and go to my computer.

Go to "C:\Program Files\digit8\MortgageStream\PhoneStream"

and double click the DialPad.exe file and follow the on screen steps to reinstall.

Q10: Superuser password
What is the Superuser password?

A: The superuser password is set to 'superuser' by default.

If this fails, it has been changed by a member of your company’s staff. Ask whoever sets computer privileges, i.e. company manager, computer administrator.