MortgageStream Frequently Asked Questions

Q45: Licenses

Q1: New letter templates
I've just created a new letter template and it won’t generate. Why?

A: When creating your template, did you copy and paste merge fields from one standard letter type to another? This is not allowed, since MortgageStream only knows how to merge the fields for the specific letter type from which you derived your own template.
See the two links below for more information on letter generation.

For how to create your own re-usable letter templates, see:
MortgageStream Letter Templates.pdf

For the reference list of usable letter merge fields, see:
MergeFields.pdf

Q2: Printing Working/Audit notes
How do you print the working/audit notes?

A: You can print the working/audit notes by going into the relevant case/lead by double clicking it. On the right hand side of the case, you will see the "Case Reports" box with two blue buttons in it. In there, if you click the "Case Details" button, it will create a report containing the working and audit notes, as well as other details relating to the case.

Q3: New user on MortgageStream - name spelt wrong
I’ve put a new user on MortgageStream and spelt their name wrong. How do I correct it?

A: You cannot change a name once added to the users. You must create a new user. To prevent cluttering, you can archive the original user by double-clicking on their entry and clicking the archive user button in the bottom right of the page

Q4: Searching by 2nd contact
Is it possible to search MortgageStream by the 2nd contact's name?

A: Yes, all you need to do is select the Contact Info tab along the top (near the right hand end of the tabs). If you scroll along to the right, you will see the 2nd Contact's columns (Title2, Forename2, Surname2, DOB2). You can sort via any column just by clicking the column header.

Q5: When I log in it says there are maximum users already in use.
When I log in it says there are maximum users already in use. Why does it say this?

A: It means that all of your paid for licenses are in use. To cure this, one can either buy another license, or if a user is logged in and isn’t actively using the system, you can get the system administrator to force log-off that user. To do this, they will need to click the active users button and double click the relevant person. In the User Details screen, they can click the 'force log-off' button and the problem is sorted.
If you only have a single license, you need to go to folder:-

C:\Program Files\digit8\MortgageStream

In there, there is a ForceLogOff.exe program. The program icon is of a skull and crossbones. If you click this button, this will also remedy the problem, by forcing any active user off the system.

Q6: “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.

Q7: I haven’t got the Quick View available on my Pipeline tab on MS, but my colleagues do
I haven’t got the Quick View available on my Pipeline tab on MortgageStream, but my colleagues have. Why?

A: It simply hasn’t been configured for your login. If you have full access privileges, you should see a Users button on the bottom left of MortgageStream. If so, click on it, and then double-click your relevant user login. On the right hand side, you will see an option“Show Quick View for pipeline tabs”. Tick the box to allow this. If the 'Users' button isn’t available, please ask the system administrator.

Q8: 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.

Q9: E-mailing multiple clients in MortgageStream
Is it possible to e-mail multiple clients in MortgageStream?

A: Yes it is possible to e-mail multiple clients in MortgageStream.

MortgageStream Version 7 includes the facility to not only send mailshots, but also e-mail shots and SMS shots* to your clients.

To do this, select the clients you wish to market to, either using the "Shift Select" or "Control Select" list selection techniques on your keyboard and then press the appropriate mailshot button.

*MortgageStream's SMS Shot feature requires a TextStream licence. For more information about TextStream and purchasing a TextStream licence, please contact our sales team on 0845 2202 202.

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.

Q11: I can only see the Pipeline Tab in Leads and Cases
How do you enable users to see more than just the pipeline tab?

A: This is controlled by a data access privilege setting. Log in to MortgageStream as a fully privileged user (i.e. superuser / System Administrator). Click the “View Cases” button to enter the main summary screen. Now click the “Users” button in the bottom left hand corner. This will give a list of all the current users on the system. Double-click on the relevant user(s) and add on the right hand side un-tick “Show Only Pipeline for Leads/Cases”.

Q12: 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.

Q13: Adding a new Adviser onto MortgageStream
How do I add a new Adviser onto MortgageStream?

A: To Add an new Adviser:

1) Log in to MortgageStream as a fully privileged user (i.e superuser).

2) Click the “Advisers” button to enter the main summary screen. (This will give a list of all the current Advisers on the system).

3) Click the "New" button along the top left.

4) Type in relevant details.

5) Click "OK.

Q14: 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.

Q15: How do I delete a user from the system?
How do I delete a user from the system?

A: You cannot delete a user from MortgageStream, the reason being that MortgageStream leaves an audit trail. If you delete a user, it can have implications on the audit trail, thus rendering parts of the data irrelevant. You can however archive a user. To do this, log in to MortgageStream as a fully privileged user (e.g. superuser). Click the “View Cases” button to enter the main summary screen. Now click the “Users” button in the bottom left hand corner. This will give a list of all the current users on the system. Double-click the user you want to archive. This will bring up the “User Details” screen. Click the “Archive User” button in the bottom right of this screen. Click 'Yes' when prompted if you also want to remove all trace of the user from filter selections and the administrator list within leads and cases.

Q16: 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.

Q17: Creating Standard Letters on MortgageStream
How do I create standard letters on MortgageStream?

A: For how to create your own re-usable letter templates, see:
MortgageStream Letter Templates.pdf

For the reference list of usable letter merge fields, see:
MergeFields.pdf

Q18: Adding a new user login onto MortgageStream
How do I add a new user login onto MortgageStream?

A: To Add an new user:

1) Log in to MortgageStream as a fully privileged user (i.e. superuser).

2) Click the “View Cases” button to enter the main summary screen.

3) Click the “Users” button in the bottom left hand corner. (This will give a list of all the current users on the system).

4) Click the "New" button along the top left.

5) Type in relevant details and give relevant privileges.

6) Click "OK.

Q19: Changing data in MortgageStream away from the office
Is it possible to add/change data in MortgageStream away from the office?

A: It is possible.
One solution is to use the Briefcase Tool to send case information from one MortgageStream system to another. See here for more information on the Briefcase.

Q20: 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.

Q21: “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.

Q22: Change of Company Name/FSA number
How do I change Company Name/FSA in the system?

A: Log in to MortgageStream as a fully privileged user (i.e. superuser/System Administrator). On the Menu Bar click Tools > Options > System options. On the right hand side you can set both the Company Name and FSA number.

Please note if you are changing your FSA number and company name, please could you inform MortgageStream support. Changing your FSA number and/or company name without informing MortgageStream Support of this change could lock you out of the MortgageStream system.

Q23: Standard Fact Find - Hard Copy
Where can I find a standard Fact Find that I can print off and give to clients to fill out by hand?

A: Click Here to download the Fact Find document.

Q24: 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.

Q25: Envelope Labels
Is it possible to create envelope labels within MortgageStream and if so, how?

A: It is possible. To create your labels, see Creating Letter Labels.pdf

This will give you a step by step guide on how to create labels.

Q26: Sourcing Systems
Is it possible to get data from my sourcing system?

A: Yes it is. MortgageStream includes a full 2-way Import/Export feature built in for ALL major sourcing systems. This transfers all relevant data and documents between the systems.

To see how it works, watch the training videos, or contact the Training Department for more details.

Q27: Policy Cases
Is it possible to record cases in MortgageStream where I have sold, say, a Life Insurance policy, but it is not related to a mortgage or remortgage? If so, how?

A: It is possible. Within the Case Details, you will see under the 'Loan Details' Section the first drop down says, 'Loan Type'. If you click the drop down, you can select 'Policy Only'. The case's lifecycle will change intelligently to reflect the underwriting process for a policy. You can also record all the policy details in the 'Policies Sold' section, by ticking the releavnt tickbox(es), then clicking 'Policy Details...' and recording the information.

Q28: Sorting of data
Is it possible to change how you sort clients in the summary screens? By default it is sorted by ID and its more useful for us to sort by client surname.

A: Yes. It is possible to change the default sort order on a per-PC basis. You will need to click the "Tools" button along the top (above the archive button) then go down to Options > System Options. Within there, there is "Display Section". You can then change how you sort clients by clicking the list next to where it says "Client Summaries: By default, sort clients by". Select how you would like to sort clients by and then "Apply" and "OK".

Q29: New Products
How do you create a new product?

A: Click the "Products" button on the left hand side of the main summary screen, then click "New" along the top. You will be able to add your new product there.

Alternatively, if you are in the middle of editing a specific case, click the 'New Entry' button (the white file) to the left of the 'Product' box in the 'Loan Details' section of the case.

NB: If you are using the Import/Export feature to bring in details from your sourcing system, it will automatically bring through the product that you have selected for that client.

Q30: Does MortgageStream Support Windows Vista and Windows 7
Does MortgageStream work with Windows Vista and Windows 7?

A: Yes, MortgageStream works perfectly well with Windows Vista and Windows 7.

Q31: Automatic Reports
How do you switch off the Automatic Reports that are generated in Microsfot Word each time I progress a lead or case?

A: Under the Tools menu, select Options > System Options (you will need to be logged on with configuration privilege).

In the 'Reports' section, tick the box that says 'Do not create automatic progress reports'

Q32: Data Backup
Which files do I need to backup to make sure I keep all my data in case of a flood/computer break down etc?

A: We recommend that you backup the whole MortgageStream folder from the server at least once daily to ensure that the most amount of data that is possible to lose will only be what you have done on the day that the server failed. You will find this on C:\Program Files\digit8. The backup taken should then be put on something external from the main server, e.g a pen drive, external hard drive, dvd/cd, etc.

Q33: Passed to wrong adviser
I have just passed a lead/case to adviser but passed it to the wrong one by mistake. Is there anything I can do to cure this?

A: Yes, all you need to do is click “De-assign from Adviser” and then you just need to click “Assign to Adviser” again, and continue as normal.

Q34: Lead Sources
How do I add a new Lead Source?

A: If you are on the Home Screen of MortgageStream, you can click "Introducers". This will take you to the Lead Source summary screen. If you click the "New" button along the top, you will be able to add your new Lead Source.

Q35: 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.

Q36: Lead sources and groups
Is it possible to put lead sources into groups?

A: Yes. It is possible. When you add a new lead source, you will see under the Lead Source name there is an 'Introducer Group' tick box. If you tick this box it will make that Lead Source an Introducer Group (to which other Lead Sources can belong).

To later add a Lead Source to this Introducer Group, you select this Introducer Group from the 'Group Reference/Head Office' list.

When you have added the various groups, you can filter by them to compare performance of each lead sourcewithin the group.

Q37: Key Performance Indicators
Is it possible to create an Adviser KPI (Key Performance Indicators) Report?

A: Yes. You can in two ways.
Firstly, if you go to the Adviser Summary screen and double-click on the relevant adviser you will enter that adviser's details screen. On the right-hand side of this screen, you will see the KPI report button. If you click this button, a report will be created in Microsoft Word. When the progress bar finishes, you can view the report.

The second way is to generate a report of an adviser's cases, by navigating to the case summary screen, and clicking the relevant tab (e.g. 'Pipeline' or 'All') across the top. You can then filter by the adviser of choice. Once you have selected the relevant adviser, you can click the reports button along the bottom. This will create a report in Microsoft Excel. When the progress bar finishes, you can view that report.

Q38: Changing / removing my MortgageStream password
How do you change or remove my password to login to MortgageStream?

A: If you have full access privileges to MortgageStream, you will see a users button in the bottom left hand side of the summary screen. If you click this, you will see all the users that log in to MortgageStream.

If you double-click on the relevant user you want to change/remove the password for, you will see a "New Password" box and "Confirm Password" box. There, you can add your new password (and confirm below). If you want to make it so you don't have a password, clilck in the "New Password" box, press space, and then press delete. If you update and OK, your changes will be saves.

Q39: Report is password protected
I am trying view a report I have generated from the summary screen and every time I try, Microsoft Excel is asking me for a password. What is the password and can I remove it?

A: The password is the same you would use to login to MortgageStream.

If you would rather these reports were not password procteded, tick the option 'Do not protect numerical reports with user's password' under system options (from menu Tools > Options > System Options)

Q40: Help Guide
I'm new to MortgageStream and wondered if there was a user guide available?

A: There are a few ways in which you can receive help within MortgageStream....

1. Training can be given, either via the training videos or online training (see Training Videos FAQ).

2. There is also a help section in MortgageStream: Under the 'Help' menu along the top of MortgageStream you will see there is a Quick User Guide, as well as a Help Index (which allows you to search for the relevant help topic).

3. Also, for most controls in the system, if you right-click and select 'What's This?', MortgageStream will tell you what the button or control does.

Q41: Training
I'm new to MortgageStream and wondered if there was any training available?

A: Training is available. If you call support or sales, training can be booked to be taken online (trainer remotely logging in to PC/Laptop to take control), or if you go to the home page on MortgageStream, there is a "Training Vids" button. If you click on this, the training videos automatically download to the server, meaning they will be available for all users. This is all free of charge.

Q42: MortgageStream user authorisation
Is it possible to change a user's login details so that they can only see certain details in MortgageStream?

A: Yes it is. If you have full MortgageStream administrative rights, you will have a "Users" button in the bottom left hand of the screen. If you click this you will see all your MortgageStream user login names. If you double-click on the person you want to change the user privileges for, you will see all of the authorisation and data access privileges.

To find a definition for which tick box does what, click the help button along the top, then quick user guide and then search for 'access privileges'.

Q43: Workflow Reminders pop ups
My colleague gets Workflow Reminders popping up but for some reason, I don't. Is there a way to allow them?

A: If you have full administrative rights on MortgageStream, you will have the "Users" button in the bottom left hand side. If you click this button it will show you all the user logins you have within MortgageStream. If you double-click on the relevant person you want the Automatic Task Reminders set for, then make sure the "Create Workflow Reminders" tick box is ticked, the problem will be sorted.

Q44: How do I turn off the IDD?
My Network provides me with an IDD. How do I turn off the MortgageStream IDD?

A: To turn off the MortgageStream IDD, you will need to configure the MortgageStream IDD Options.
To do this.

1) Click the Tools Drop Down.
2) Highlight Options.
3) Click on IDD Default Options.
4) Click on the General Tab.
5) Set Mandation Level to 0
6) Untick the "prompt" tick boxes.
7) Click Ok

Q45: Licenses
How do I configure MortgageStream so that more than one person can access the system at the same time?

A: You will need to buy more licenses. Please contact Sales or Accounts to upgrade your licences