The following are common reasons and resolution that an EB contract might be blocked. The error message typically provides enough detail to diagnose the issue.
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Error: “Phase assigned to user employees”
- the employee license number needs to be filled out for the user
Employee license number info can be added in Org Settings > Users > Search for user > add info to User Details - Employee License Number
Error: Org insurance information is missing
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Organization Insurance information is entered on the home page for the Configuration Setting for an organization:
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Error: Quote phase assigned to user ID
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When the following error is encountered, check the user details associated with the user trying to generate the contract. An license number has to be entered in the following states for a user to be able to generate a contract: CA, CT, DC, FL, MD. Settings-Organization Settings-Users. See the figure below.
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Error: Sale Rep Signer ID missing from contract
This means the document/contract is configured to have a salesperson signer, but the information needed is missing. This is a config ticket to repair.
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Sales Rep Signer HIS License Number is Missing
Required information, Sales Rep Signer HIS License Number, is missing.
Please make sure the Sales Rep Signer enters their HIS license number on their User Profile.
Reason: the sales rep user profile within the platform does not have the HIS license number listed. The rep that created the quote is typically the one that needs to input the HIS but this can be changed in org settings.
engine.goeverbright.com/api/data/quote/{quote_uuid}?metrics= : This will allow you to find the Data Access Layer for the quote desired. (put in browser)
2. [signer_type]_signer_full_name_[order] -> salesrep_signer_full_name_1 : DAL (This is what you look for to find the data for who needs to have HIS. This will be in the DAL
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Sales Rep Signer Name/HIS License Number is Rejected
Example ticket:
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On the agreement, the salesperson’s HIS number and/or name is not found.
Reason: The HIS license and/or name was entered incorrectly or does not match what is on file with the salesperson’s state Labor Department.
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Solution:
Legal Contact Signer Change is True
Example ticket: https://sighten.atlassian.net/browse/SS-46350
"Document generation blocked!
Please update the job to pass rules or issue a change order to continue. Legal Contact Signer Change is True. Please change its value in the QUALIFICATION Phase to one of the eligible values to quote this product.
See Eligible Values
Close
[False]"
Reason: this is expected behavior if the legal contacts on a job changed. Contracts pull their information from the qualification phase. If the names aren't the correct legal names for running credit for the homeowner, we'd need to void and re-send (if not signed) or potentially have the customer do a change order to update the names (if already signed).
*Contact phase is not what we are pulling against.
*All related to product rules. Certain documents must be eligible for certain documents to generate. Contact phase is not where names are pulled into the contract. In qual phase, that is where documents are pulling the names.
*Everyone on credit must be on contract.
Error DOC-008: Cannot Generate Re-Sign
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From <https://engine.goeverbright.com/ops/94412b35-0b2d-416b-9156-181bec84ff5d >
Error DOC-008: Cannot Generate Re-Sign
Re-Sign actions are currently blocked as a result of the following reasons:
The product used is no longer eligible. Please check the eligibility drawer or quote phase to resolve.
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (E061RU60FK)
Reason: A product used in the project is no longer eligible.
Solution: user would need to go into the Project phase, then review the bell icon and look at the eligible equipment.
Error DOC-029: Could not find a valid Contract Signer
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Error DOC-029: Could not find a valid Contract Signer
There are no valid sales representative signers for this contract.
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (N6NA6DKZ4B)
Reason:
Solution: Please ensure that they have users with ops phase permission. Check this in org settings.
*Should be resolved
Error DOC-008: Cannot Generate Re-Sign
Error DOC-008: Cannot Generate Re-Sign
Re-Sign actions are currently blocked as a result of the following reasons:
The credit qualification result is not approved for product Everbright EverOwn.
The title application has not been submitted for product Everbright EverOwn.
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (BIGBBXOX80)
*Right now, when you initiate credit, this is a joint title and credit app. Pull credit first, if fails then title doesn’t get submitted.
Solution: Check qual phase to see what happened. This is probably a resolved, cancelled and re-run credit situation.
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Error DOC-029: Could not find a valid Contract Signer
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Error DOC-029: Could not find a valid Contract Signer
There are no authorized contractor signers for this contract.
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (06IN0PCL6A)
Per Zach - We require an authorized signer for the contractor signers on Everbright contracts. The authorized signer must be in the installer organization.
EX. The job is assigned to a user in NAVC LLC (a sales org) and the installer is Infinity. So, the only signers can be authorized signers in the Infinity Energy org.
*Authorized signer will always come from product install org.
*Check in org settings, Contract phase, Authorized signers.
Error DOC-008: Cannot Generate Re-Sign
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Error DOC-008: Cannot Generate Re-Sign
Re-Sign actions are currently blocked as a result of the following reasons:
The product used is no longer eligible. Please check the eligibility drawer or quote phase to resolve.
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (TF6ZWFDY3J)
Error DOC-008: Cannot Generate Re-Sign
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Error DOC-008: Cannot Generate Re-Sign
Re-Sign actions are currently blocked as a result of the following reasons:
Missing Metric: Sales Rep Signer HIS License Number
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (Z5UKUF45MH)
Error DFT-001: An error occurred!
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Error DFT-001: An error occurred!
If you believe you have received this message in error, please contact Everbright support at support@goeverbright.com. (YI8RMM0T0G)
*This is a catch all error. Go to Sentry and locate from there to see what happened.
Average Monthly Consumer Savings is $0.
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Installer Change Order (ICO) Blocked!
Document generation blocked! Please update the job to pass rules or issue a change order to continue
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This error can occur when the homeowner’s name entered in the credit Qualification phase does not match the name entered in the Contact phase. If the contract is already signed, the customer has to cancel the workflow and generate a new quote and contract based on the updated legal contact spelling. See article: How to add a Co-Applicant
Error DOC-029: Could not find a valid Contract Signer
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This error can occur when if the org admins do not have ops access. To troubleshoot this error, go into the org settings and select teams. Ensure that the org admin team has the ops phase toggled on.
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In one case, the authorized signers for the particular organization did not have operations access, therefore their contract was blocked with this error message. In the org settings under teams - org admin, ensure that the operations phase is toggled on.
Error: QUAL - 026 An Error Occurred
This error means that an invalid email address was used. They should ensure the email address is unique to the applicant and not used elsewhere in our platform.
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Error: Blocked Work Order
This error happens when the design or values changed within the project phase after a contract is already signed. The design is outside of tolerance; therefore the Homeowner Change Order needs to be generated and signed in M1 of the operations phase in order to proceed
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Navigate to the Contracts phase and hover over the red exclamation point for further information
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Note differences in the live project vs the signed project indicating that design changes were made after the contract was signed
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Related Articles:
How to find if an org is set up with a sales signer
How to process Authorized, Sales, and Default Signer update requests
How to update homeowner contact information for a new or revised contract
Fraud Prevention - blocking invalid email addresses .
Average Monthly Consumer Savings is $0. Please increase its value so that it is within the eligible range of $0 - $999,999 to quote this product.
Reason: From Zach --> The update to the project has resulted in the average monthly savings for the homeowner not being positive. The savings for the homeowner are required to be positive.
From Robert --> It seems that the system design is slightly less productive than when it was first signed. The productivity went from 1,443 kWh/kW to 1,442 kWh/kW. Also, the rearrangement of the panels caused production to go down throwing the savings rule off. You may revert to the live project design. This would make the previously signed design the live project. Doing this would put the project in a savings tolerance. Please let us know if we were able to shed some light on the matter. If so, do we have your approval to close the ticket?
https://sighten.atlassian.net/browse/SS-50644
Alternatively: The Solar Rate (Rate Per kWh) can be reduced little by little until the Average Monthly Consumer Savings message goes away.
Solution: Adjust project or create new project so that the customer is saving. Advise training w/ Rick or AM or advise how to use design desk proposal.
Error OPS-102: A payment to the equipment distributor is required.
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Error OPS-102: A payment to the equipment distributor is required.
A payment to the equipment distributor (always CED) must be made in order to finalize the approval of this milestone.
This is waiting for the payment to be made. Resolution is to wait for the invoice to be sent. Kickback Milestone while waiting.
The credit amount approved is smaller than the total amount financed for the quote.
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The credit amount approved is smaller than the total amount financed for the quote
Example: The error you are experiencing is because the amount of financed of $76,052 (Quote 3) is higher than what the owner approved 75,000.
From <https://chat.olark.com/#/?_k=60rccy >
Solution: The system size must be reduced slightly. *You can check in qual phase to see what they are approved for.
From <https://chat.olark.com/#/?_k=60rccy >
Failed product rule: Monthly Min Saving during invalidation.
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Signed quote, something was changed upstream. When this happened, the quote tried to go through invalidation, and it changed the values.
Once a contract has been signed, the product will not resolve.
Installer Change Order (ICO) Blocked!
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https://sighten.atlassian.net/browse/SS-42235
FS, JEANNETTE KENEDY, 2378 E Richmond Ave Fresno CA 93720 - Everbright EverFlex
*Production tolerance is wrong. Project was changed after resigning and that brought it out of spec.
*HCO must be sent out and signed before generating an ICO.
Design standards are in Everbright training within the platform.
DocuSign Authentication Failed
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Fwd: Green House Solar and Air
https://sighten.atlassian.net/browse/SS-42230
Wrong username or password. There is a document with instructions for setting up this account. There is an SOP for this.
The credit amount approved is smaller…
Blocked Contract
You are blocked from generating this contract due to the product qualification status:
The credit amount approved is smaller than the total amount financed for the quote.
Solution: In Qualification the applicant was above a set amount financed. This occurs when the financed amount is higher that the approved amount. The installer needs to reduce the system size/reduce cost. Therefore, it would reduce the financed amount.
Ineligible Solver Inputs
Ineligible Solver Inputs
Average Monthly Consumer Savings is $-73. Please increase its value so that it is within the eligible range of $0 - $999,999 to quote this product.
From <https://engine.goeverbright.com/quote/884fdda1-5a22-4cba-a271-d561827a6117 >
PPA requires positive monthly savings in year 1. This H/O is not saving money, so the error occurs. Not applicable to RICs.
Error 404: Not Found
Error 404: Not Found
The requested page can't be found:
/api/v1/product/undefined/solver_form/
Not found.
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Blocked Contract
Blocked Contract
You are blocked from continuing with this contract due to the following product attributes:
Only one contract can be active per job for this financier. Please proceed to Ops to complete a re-sign if you'd like to continue with the same product or cancel the active workflow to change products.
One active workflow per site. Must cancel one before you can continue with another.
Error CON-005 (Cannot Save contact)
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EverBright blocks emails from certain domains known to be invalid.
If a user enters an invalid email, an error message will appear, as shown below
Clear instructions alert the user to which email is causing the error and provides guidance.
Note: Null values are ok in the contact phase; installers may leave it blank until the qualification phase, however we recommend correct and complete contact information is entered from the start
Error QUAL-026: An Error occurred!
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EverBright also blocks emails that are found in our backend, elsewhere in the platform
A non-specific error will appear, as shown below.
These errors indicate that the email associated with a user in our platform
Users should be instructed to use an email unique to the applicant and the job
Spinning Send E-Sign
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Issue: Potential metrics error. Open console and check network tab to see what request is taking so long.
Error PRD-003: An error occurred!
Error PRD-003: An error occurred!
The product is configured incorrectly. Please reach out to support@goeverbright.com with the message code below for assistance. (HEJH6XXZVY)
Resolution: Lookup table configuration. Check Sentry and find the event. It will show what is being sent to the solver and it will explain what it is trying to return/why it can't return.
DOC-044: Failed to generate document.
Failed to generate document.
DOC-044 - There was an error generating the document. Active pricing does not match signed values. You cannot complete a no cost change order for this quote. You may wish to revert changes to the project or complete a full re-sign.
Resolution: NCCO can only be done when there is no price change. They can revert or sign HCO.
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No applicable quotes
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Answer: They need to requote the original quote using expired pricing. That is the only way to retain the RIC 1.0 terms.
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Invalid stub payment(s)
Error PRD-003: An error occurred! The product is configured incorrectly. Invalid stub payment(s): [stub_payment_ach_optout_penalty_usd] Please reach out to support@goeverbright.com with the message code below for assistance. (UF144NW42E)
Solution: I re-ran a quote with a slightly different PPW which caused the error to go away. There is a threshold for how close stub payments need to be compared to the monthly payment. When a quote is solved, if the stub payments are outside the threshold compared to the monthly payments this error will occur. The stub payment is the final payment. This gets triggered more in HI. The range is much higher, check config settings. HI state tax credit causes issues.
“Whoops!” error message
Error message: “Whoops! an internal error prevented submission at this time”.
The sales rep/installer is trying to run credit for the applicant(s) and receives a “whoops” error message. The SSN they are using is invalid. EverBright does not show a more explicit error because we do not want to coach the installer on how to get around our validation rules.
Resolution: The SSN is an optional field, the rep/installer can either correct the SSN or omit the SSN.
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The agent does NOT need to create an APP ticket for the “whoops!” errors. |