Help with Point: Locked out

January 19, 2012

BJ Bounds

Have you ever been working in the Secondary Marketing screen and realized that both the Lock Confirmed and the Lock Requested checkboxes are grayed out, thus preventing you from selecting either of them?

You’re not alone.  This will happen if the Point file has been copied from an older file created in an earlier version of Point.

You can fix it by creating and importing a template into the affected loan file.  Knowledge Base article #751 has complete step-by-step instructions that will get you where you need to be with your file without starting over.

You can always visit our Knowledge Base 24 hours a day for instructions and helpful hints for many of your questions and concerns about your Calyx software.

If you’d like to speak to one of our support team members during our normal business hours, please call 800-342-2599.  As a reminder, your account must be on the latest version of Point take advantage of free personal phone/email/chat support. 

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Posted by BJ Bounds

Help with Point: PDF files

January 17, 2012

BJ Bounds

PDF may be the greatest invention since sliced bread.  It’s so universal and it certainly comes in handy when sending documents that you do not want edited and that everyone else can easily open.

Most of the time…Every once in awhile, you may receive a PDF file that contains a “portfolio” feature that does not conform to standard PDF specifications or it includes graphics that are not support by Point’s viewer.

If that happens, there is an easy fix that allows you to still store the document in your document management system and view it outside of Point.

Here is what you do:

  1.  Open the document management system
  2. Highlight the PDF file that Point cannot display
  3. Click the View button to view the file using Adobe
  4. OR click the Save As button to save the file on your desktop before opening it with Adobe

For additional details or screen shots on this or other questions, visit the Knowledge Base or Support site at any time of the day or night.

If you’d like to speak to one of our support team members during our normal business hours, please call 800-342-2599.  As a reminder, your account must be on the latest version of Point take advantage of free personal phone/email/chat support. 

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Posted by BJ Bounds

Please hold…but not for long

January 12, 2012

BJ Bounds

Calyx is pleased to announce changes to our support processes that will reduce the hold time considerably for current customers.

As of January 3, 2012, free support is available to all customers with active accounts and current subscription dates.

Customers with non-current accounts must reactivate their accounts so that they may continue to receive the most current software…and free technical support.

Many of your questions and concerns may be answered on our Support Site, in the message boards, or in our Knowledge Base—and those resources are available to everyone 24 hours a day.

We truly appreciate our loyal customers and have made this change to better serve your needs and because we don’t like our hold music any more than you do!

Please continue to call our support team at 800-342-2599 for technical assistance or our sales team at 800-362-2599 if you need to reactivate your account.

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Posted by BJ Bounds

Help with Point: Point Privileges

December 13, 2011

BJ Bounds

MyCalyx.com has made updating your Point software quick and easy without the time consuming CD shipping and sharing.  But we’ve heard from some of you that you don’t always have “authorization” to begin the installation.  This is a simple fix that involves your Windows registry.

If you receive the message “You do not have sufficient privileges to modify the registry,” you have a couple of options but you’ll need administrative access or you’ll have to get help from your administrator.

  •  Windows:  requires Administrator login information
    1. Close all programs
    2. Logoff of the computer
    3. When the Windows login screen appears, log in as the Administrator
    4. Access the installation e-email and install Point
  • MyCalyx:  your MyCalyx administrator can create an installation setting on MyCalyx.com which will initiate the installation with administrator credentials.

Either way, you’ll be on your way to a successful Point installation in no time!

If you would like to see screen shots and step-by-step instructions, visit our Knowledge Base article #0745.

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Help with MyCalyx: Installation Groups

December 8, 2011

BJ Bounds

MyCalyx allows you to set up installation groups to facilitate Point installation on both network environments and the PointCentral server environment.  These installation settings work by configuring the Point installation on the client machine to access data files and templates from either a network location or the PointCentral server.

To create an installation setting, log into Mycalyx.com and click Manage Users, then Installation Settings.  You’ll want to select “Create New Settings” from the dropdown list.  Enter a name into the Name field that best describes this installation setting.

For network installations: 

  • In the Templates Directory Path, enter the path to the shared pnttempl folder.
    (For example: \\Server\Point_Data\Pnttempl or H:\Pnttempl)
  • In the Data Folder Path, enter the path to the shared data folder and then click the plus(+) symbol.
    (For example: \\Server\Point_Data\Pntdata or H:\pntdata)
  • Repeat step 7 for all data folders which you are connecting to the installation setting.
  • Leave the PointCentral section blank.
  • Click Save.

For PointCentral installations:

  • For PointCentral, the Templates Directory Path and Data Folder Path should be left blank.
  •  In the PointCentral section enter the PointCentral service URL and security key.  (For example, mypdsserver.calyxpds.com/service)
  • Click Save

For both: When the installation setting is saved, you can assign it to a new or existing user. The user will receive an e-mail to install Point from MyCalyx.

For screen shots and optional steps for both types of installations, visit Knowledge Base Article # 0688.

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Posted by BJ Bounds

Need Support?

August 15, 2011

BJ Bounds

We’ve got it!

We’re pleased to offer live phone support from 8:00am to 7:00pm Central Time Monday through Friday.  A word of caution to all procrastinators:  we do close down the lines for one hour at 3pm on Friday afternoon for training!  And of course we enjoy all the same Federal holidays that you do!

For those of you that keep up with our social media posts like this one, here’s a little secret for you:  our shortest wait times are early in the morning and late in the afternoons.  So now you know the best times to call or online-chat with us!

But if you find yourself needing assistance during our peak call times and you can’t hold, we have other support options for you too!  Although we love talking to you on the phone, we also offer technical information on our support site or you can try our extremely helpful Knowledge Base.  If you can’t find what you’re looking for there, check out our user forums, where perhaps other users or our moderators can provide the answers you seek.

Our support services are always free to licensed users of non-retired versions so make sure you keep your software up-to-date.

To update your software:  800-362-2599

To call our support team:  800-342-2599

To email our support team:  support@calyxsoftware.com

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Posted by BJ Bounds

Help with Point: Document Management

June 9, 2011

BJ Bounds

Beginning with Point 7.2 back in 2009 Calyx has made managing your documents in Point so much easier and convenient.  Point’s Document Management system allows you to group, tag, and filter documents to suit your company’s needs.

Within the Document Management window, you can add and edit custom document categories and types.  You can also define stacking orders, which organize documents based on type for any purpose such as loan type, documentation type, specific lenders, specific investors or others.

Documents can also be tagged with a package type such as Submissions Package, Conditions 1, etc., for preparation and sending.  These package types are fully customizable—add or edit them as necessary.  All the selected documents are date-tagged automatically with destination (defaults to stacking order name), date and sender.

The Document Management window also allows you to filter documents that you view and offers side-by-side document viewing that displays up to four documents simultaneously.

Way beyond simple document storage, Point’s Document Management system keeps your documents organized and easy to find.

For more information on this or other informational tips and guides, visit our Knowledge Base or call our Support Team at 800-342-2599.

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Posted by BJ Bounds

NMLS and Point

May 16, 2011

BJ Bounds

Your first NMLS Call Report for the 1st Quarter was due to uploaded yesterday through the NMLS system.

With Service Pack 3, Point 7.4 has everything you need to submit your call report.  There are specific fields that must be filled out in order for your report to be complete and accurate.

To help you get through your quarterly call reports, we’ve consolidated some important information and tips for you on our NMLS Information Page. Make sure you check out the step-by-step guide on the left side of the page and view the webinar!

We also have helpful instructional videos on YouTube as well as detailed articles in our Knowledge Base.

If you need additional support, we have specialists that can help you use Point for your call reports.  Call  them at 800-342-2599.

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Posted by BJ Bounds

On hold? We hear you loud and clear!

January 10, 2011

BJ Bounds

To all of our loyal customers, we are so sorry you have been experiencing long wait times for technical support.  We understand your frustration and we are in the process of making the necessary changes to turn your frowns upside down.

As of today, we have added 7 additional full-time staffers and 5 additional part-timers to our tech support team!

Many of these new employees are already experienced in supporting Calyx customers and will be on the phones to help you immediately.  We are pleased to have them back and we know you will be too!

If you would like to talk real-time to one of our tech support people, call 1-800-342-2599 and select the option that best suits your needs.  The hours vary by product to please make note of the staffing times in the chart below.

Alternatively, you might find an answer to your question in one or more of the following avenues:

  • Chat real-time with our support staff Monday through Friday during the hours listed below.  To start, click here.
  • Find step-by-step instructions and work-arounds on our Knowledge Base.
  • Send an email to support@calyxsoftware.com and someone will follow up with you as soon as possible during our normal business hours.
  • This year we are offering free on-line training to all current customers.  Click here to see the complete list of subjects.
  • You may also see some of your questions answered here on this blog if you do a quick search.

 

Queue Hours
Point Support 7:00am – 7:00pm
Point Install 7:00am – 7:00pm
Loans 8:00am – 6:00pm
WebCaster 8:00am – 6:00pm
CustomerSvc 8:00am – 5:00pm
PDS 8:00am – 6:00pm
Mycalyx 8:00am – 5:00pm

We really do want to make sure all of you are happy with your software and the service you receive from Calyx and we take action whenever possible to make that happen.  We hope you are enjoying the beginning of this new year and wish you success.

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Posted by BJ Bounds

Calyx Movies On-Demand

September 10, 2010

BJ Bounds

Here’s another tip for you to get the technical support you need in unconventional places.

We have instructional videos!

You may have used our support site to get on-line support through chat or our message board, but if you’ve missed our video page, you might be in for a pleasant surprise.

Here are a few of the videos you will find to help you close more loans faster:

  • What’s New in Point
  • FHA Transmittal 92900-LT
  • How to Request Credit
  • Working with Utilities

Check out our Help Videos for more videos and helpful information.  As always, our Knowledge Base site is also full of helpful articles that are updated often.

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Posted by BJ Bounds

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