Troubleshooting and Frequently Asked Questions

Why don't I see any Content Source Aliases when I create a package?

Validate that the following steps have been completed. Note that these tasks are typically managed by your integration partner.

  1. Your library (content repository) has been deployed.
  2. Your account has permission to the library.
  3. Your user has access to the account.
  4. A Content Source Alias has been set up for your account for the library.

Why can't I rename a package?

Package names are controlled in the library (content repository), which requires assistance from Professional Services to change.

Why can't I access the EZ Config application? Upon logging in, I receive the message stating 'You are not authorized to use this application.'

Users must have the Basic Access for Packages and Packets permission to access the Expere EZ Config application and the account the user is assigned to must be licensed for Expere® EZ Config Packages and Packets. Ask your System Administration to review your account and user credentials in Security Administration.

When I click the Username Drop Down to change my Account, why don't I see the account with which I wish to work as a choice within the drop down?

Accounts must be licensed for Expere® EZ Config Packages and Packets and users must be assigned to the account with the Basic Access for Packages and Packets permission. Ask your System Administration to review your account and user credentials in Security Administration.

Why are barcodes missing from all the documents rendered by Expere Document Services?

Verify that a Packet has been created with documents assigned. The system resolves barcode element data per each document in the packet.

Why don't some of my documents rendered from Expere Document Service include a barcode if I have barcodes defined?

Some documents lack sufficient space to support a barcode, so a barcode cannot be included. Enabling the barcode option Use Cover Page will generate a cover page with the barcode for those documents that otherwise lack sufficient space.

Why do I see Metadata Title variable titles within my barcode and not the values I entered for each document?

Metadata titles are case sensitive. Verify that the barcode pattern you have entered uses the correct case and is not otherwise mismatched. Mismatched elements will not render and instead display as static text when the barcode is rendered.

Why don't I see a logo applied to my document?

There are several possible explanations why logos do not appear in your document.

  • Logos do not apply to certain types of documents; check the list of Exceptions.
  • Verify the document logo toggle is set to On for the given document within the requested EZ Config package.
  • Check with your financial institution's technical resources to confirm that your integration process supports requests to include logo data from EZ Config Default Data.

Upon logging into Expere EZ Config Packages and Packets, why do I get a blank page (Internet Explorer)/HTTPERROR 500 (Chrome)?

Contact your System Administrator to make sure the user used to log in is assigned to an account.