Mortgage Cadence System Minimum Requirements and Troubleshooting

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1 Purpose Mortgage Cadence System Minimum Requirements and Troubleshooting This document defines the browser requirements to operate Mortgage Cadence with the necessary encryption and how to troubleshoot system technical issues. Compatible Browsers Internet Explorer 8.0 and higher Mozilla Firefox 35 and higher Other Requirements Note: Google Chrome will not run Mortgage Cadence; Google does not support Silverlight. Scanner setting for uploading attachments: 300dpi Microsoft Silverlight 5.0 (see below for enabling Silverlight) TLS 1.0 encryption (enabled by default in Firefox) Step System Requirements Silverlight 1 After you have installed Silverlight 5.0 and try to log into the ELC for the first time, you will see this message. Click Yes and the system will continue the log on process. MORTGAGE CADENCE SYSTEM 1 LAST UPDATED: 10/2/2018

2 Step System Requirements - Enabling TLS 1.0 Encryption in Internet Explorer 2 TLS stands for Transport Layer Security. It s a protocol that ensures privacy between communicating applications and their users on the Internet. Mortgage Cadence requires TLS 1.0 encryption. Open Internet Explorer (IE). Note: Depending on your version of IE, the location and appearance of menu items may vary. 3 Click Tools in the top menu bar. This may be represented as a gear icon. 4 Click Internet Options. 5 In the Internet Options window, click the Advanced tab. MORTGAGE CADENCE SYSTEM 2 LAST UPDATED: 10/2/2018

3 Step 6 Scroll through the Advanced tab s settings menu until you locate the Security section, and check the TLS 1.0 checkbox (if not already checked). 7 Click Apply. 8 Click OK to close the Internet Options window. 9 Restart Internet Explorer. MORTGAGE CADENCE SYSTEM 3 LAST UPDATED: 10/2/2018

4 Troubleshooting - Correct URL 1 Any variance to the initial sign on URL could potentially cause login issues or data entry issues. You must ensure the correct URL is being used when logging on to Mortgage Cadence: Troubleshooting - Clear Internet Cache 1 If you are using the correct URL and you are still experiencing technical difficulties then try to clear your internet cache. First you must ensure you have closed out of Mortgage Cadence completely to include the web browser you used to log into Mortgage Cadence (You should not simply click Log Out ). Open a new internet browser window. Next click Tools, and then click Internet Options. MORTGAGE CADENCE SYSTEM 4 LAST UPDATED: 10/2/2018

5 10 Click the Delete button as shown below: MORTGAGE CADENCE SYSTEM 5 LAST UPDATED: 10/2/2018

6 11 Make sure the following boxes are checked: Preserve Favorites website data Temporary Internet files and website files Cookies and website data Click Delete again, and then click OK to close out the window. MORTGAGE CADENCE SYSTEM 6 LAST UPDATED: 10/2/2018

7 Troubleshooting - Clear Silverlight Cache Step 1 In order to clear your Silverlight Cache, it is recommended to first close out of your internet browser entirely. Simply closing out of the tab that you have Mortgage Cadence open in will not suffice. To do this, click the X in the top right corner of your browser window: 2 Step 2 - For Windows 7 Users Only: Click on the Windows Icon in the bottom left hand corner of the screen to pull up the Search Box and type Microsoft Silverlight. Once the search has been completed, click on the Microsoft Silverlight Program to open Silverlight. MORTGAGE CADENCE SYSTEM 7 LAST UPDATED: 10/2/2018

8 Step 2 Step 2 - For Windows 10 Users: Click the Magnifying Glass to pull up the Search Box (your Search Box may appear by default depending on your settings) and type Microsoft Silverlight. Once the search has been completed, click on the Microsoft Silverlight Desktop App to open Silverlight. MORTGAGE CADENCE SYSTEM 8 LAST UPDATED: 10/2/2018

9 Step 3 A new popup window will appear. Click on the Application Storage tab at the top right of the new window and then click the Delete All... Button in the bottom right hand corner. A popup message will appear after doing this (as shown in the next step). 4 Click the Yes Button on the popup message shown below to finalize clearing your Silverlight Cache. You can now click OK to close the Microsoft Silverlight popup window. MORTGAGE CADENCE SYSTEM 9 LAST UPDATED: 10/2/2018

10 Step 5 Navigate to the Mortgage Cadence Login Page ( and sign in using your credentials. If you have successfully cleared your Silverlight Cache, you will see another popup window appear upon hitting the Login Button. Click the Yes Button on this popup message to proceed with logging into Mortgage Cadence. Please Note: Upon your first login attempt to Mortgage Cadence after clearing your Silverlight Cache, you will notice an increase in the time it takes you to sign in. This is normal as the system is having to re-download an updated version of the Silverlight Cache that was just cleared. This will only impact your first login attempt and will not adversely impact any subsequent logins. MORTGAGE CADENCE SYSTEM 10 LAST UPDATED: 10/2/2018

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