If a borrower uploads a password protected PDF it will look similar to the screenshot below. This is fairly common on loans where the borrowers are not related.
The issue is that the other borrower uploaded a password protected document to Consumer Connect. In order to view the document the borrower will either need to provide a password for the document, or they will need to re-upload the signed documents again but this time without a password on the pdf.
We HIGHLY suggest the borrower re-upload the file without a password, Consumer Connect is an end to end encryption so the documents will already be protected when being sent.
Also, if the files are password protected, then they will not download into the eFolder until a password is received. Encompass opens every file and converts it to a jpeg for easier viewing in the eFolder, so since Encompass is unable to open the file to convert it to a jpeg it will not be able to download the file into the eFolder.