An unexpected error occurs when delivering a report through CoreLogic Valuation Solutions

This document explains how to restore missing files to TOTAL Connect when they're removed during delivery through CoreLogic Valuation Solutions (CLVS).

Document 2041  |  Last updated: 05/15/2017 MJY

In rare instances, delivering a report through CoreLogic Valuation Solutions (CLVS) results in an unexpected error. This is caused by a file being removed by malware, which interferes with the plugin's ability to deliver your report.

We've done everything we can to communicate the problem to CoreLogic, but until a solution is reached, you'll need to resolve the malware issue and restore the file that was removed. Currently, the only consistent workaround is to download the Malwarebytes Anti‑Rootkit software and run a scan to remove the malware, allowing you to replace the missing file.

Part 1: Remove the VSS folder

  1. Close out of TOTAL Connect, and then close your TOTAL program.
  2. On your keyboard, press Windows key + R.

  3. In the Open: field, copy and paste or type the following: %allusersprofile%\alamode\Mercury\Packages\Plugins\VSS\bin

  4. Click OK.
  5. Now, in the window that appears, verify that the alamode.Mercury.DeliveryPlugin.VSSBrowser file is missing.

    If you see the alamode.Mercury.DeliveryPlugin.VSSBrowser file, you're not experiencing the issue described in this document. Give our support team a call at 1‑800‑ALAMODE for further assistance.
  6. Go up two folders by clicking the up arrow twice, or click the Plugins folder in the address bar.

  7. Right‑click on the VSS folder, and then select Delete.

Part 2: Download and run the Malwarebytes Anti‑Rootkit software

  1. Click here to download the Malwarebytes Anti‑Rootkit software.
  2. Once the download is complete, open the file and select Run, or simply click Run from your Internet browser.
  3. Click OK to extract the program, and then click Next.

  4. Click the Update button before running a scan on your system. This ensures that the most recent definitions are used to scan your computer.

  5. Now, click Scan to begin scanning your system. In the list of results, scroll to the right and look for an item named Rootkit.Fileless.MTGen — there may be more than one entry listed.

  6. Click Cleanup to remove each instance. Then, click Exit to close the program.
    If Malwarebytes fails to find any root‑kit instances try using Norton Power Eraser. Click here for download and run instructions.

Part 3: Replace the missing files

To replace the files that were removed by the malware, simply run your VSS pre‑delivery check again. The necessary files will be replaced when the pre‑check is initiated.

That's it! If your issue persists after following these steps, please call our support team for additional assistance at 1‑800‑ALAMODE.

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