Troubleshooting net.x Connect

This document describes common symptoms of a net.X Connect synchronization failure and outlines ways to resolve the issue.

Document 5121  ¦  Last updated:  12/29/2016 KMG

The net.X Connect tool in WinTOTAL Aurora gives you the ability to synchronize key data from your reports with order data on your XSite.  In order to do this successfully you must ensure that you've entered the crucial information for the sync into your report before attempting to sync.  Additionally, it requires a stable connection between your XSite and WinTOTAL to ensure that all data successfully reaches your XSite.  If you experience difficulties synchronizing, typically the issue falls under one of the following:

Causes for these errors can vary.  Possible causes include:

  • Firewalls — A firewall on your computer could be interrupting the sync process.
  • Incorrect Credentials — If your username and password are incorrect, WinTOTAL can't log into your XSite to update your orders.
  • Incorrect Rights — If the order is assigned to another appraiser in your office, you won't be able to sync the order from your WinTOTAL account because you don't have permissions to do so.
  • Missing Data — WinTOTAL needs key information in order to sync with your XSite.  The report needs to be set for XSite Integration, and it must have a subject address, client contact, and due date.  If these are missing, the synchronization fails.
  • Non alpha‑numeric characters — If you have unusual characters in one of your contacts — like a pound symbol or exclamation point — WinTOTAL can't send that contact to your XSite.
  • Report Locks — When a report is locked open, WinTOTAL won't synchronize the report with your XSite, to avoid syncing a file that's being edited.

Username & Password Errors

If WinTOTAL gives you an error indicating your login credentials are incorrect or that you don't have rights to edit the order:

  1. In WinTOTAL click Options, and then click Configure WinTOTAL Settings.
  2. In the screen that appears, click net.X in the upper right.
  3. Click the Edit link to the right of the Current XSite User entry and re‑enter your correct XSite username and password.
  4. Click OK to update your settings, and then click Save.
  5. Try synchronizing again.

As long as you typed the correct username and password for your XSite account, your report should sync.  If you still experience problems, the order may be associated with another account on your XSite.  To verify that you have rights to the order:

  1. Log into your XSite, hover over Business Management, and then click Orders in the toolbar.
  2. Find the order that you're trying to synchronize and double‑click to open.
  3. Check the Appraiser field and verify you're the appraiser for that order.  If you're not, you don't have rights to sync the order.  Contact your XSite administrator to reassign the order to you.

Errors about Reports that are Locked Open

If WinTOTAL tells you that your report file is locked open when you try to synchronize with your XSite, close the file before syncing.

For standalone installations of WinTOTAL:
  1. If the report file is currently open, save and close the file.
  2. From your desktop, press Windows key + R.

  3. In the Open: field type  tsa  and click OK.
  4. From the Tech Support Assistant, mark the WinTOTAL Utilities option and click Next.
  5. Double‑click 5. Scan for open reports in the column on the right.
  6. If WinTOTAL finds a file that's locked open, click Yes.  Otherwise, click OK.
  7. Try synchronizing the file again.  If you experience further problems, contact our support staff for assistance.
For network installations of WinTOTAL:
  1. If you currently have the report file open, save and close it.  Otherwise, verify that no one else in the office is editing the same report file.
  2. Once the file has been saved and closed try synchronizing again.
  3. If the problem persists, ask the other WinTOTAL users in your office to close WinTOTAL.
  4. From your desktop, press Windows key + R.

  5. In the Open: field type  tsa  and click OK.
  6. From the Tech Support Assistant, mark the WinTOTAL Utilities option and click Next.
  7. Double‑click 5. Scan for open reports in the column on the right.
  8. If WinTOTAL finds a file that's locked open, click Yes.  Otherwise, click OK.
  9. Try synchronizing the file again.  If you experience further problems, contact our support staff for assistance.

Unknown Error Messages

If you receive an error message indicating an "unknown error occurred", it's likely WinTOTAL experienced a problem processing one of the contacts in your report.

  1. Open the report and click Order in the upper right.
  2. For each of the contacts listed in the report (Appraiser, Client, Lender, Bill To, Ship To), click the book icon beside the contact's name and choose Edit from the menu that appears.
  3. Verify there are no miscellaneous (non alpha‑numeric, including spaces) characters in the contact fields:
    • If you find non alpha‑numeric characters, remove them, save the contact, and then try synchronizing again.
    • If you don't find non alpha‑numeric characters, it's possible that the character is invisible.  Clear each field and re‑type the correct information.  Save the contact and try synchronizing again.
  4. If you still experience problems, verify that each problem report has the four basic items needed for synchronizing.  If any of these are missing, the report won't sync:
    • Complete Address (Street, city, Zip)
    • Client Contact
    • Due Date
    • XSite Integration box checked.  (If Desktop Billing is enabled, you'll see XSite Order)

Other Problems & Errors

If the above solutions don't work or your problem isn't listed here, it's possible that your firewall software is interfering with the synchronization process.  Even if you don't have one of the common firewalls available for purchase installed on your computer, Windows comes with a pre‑built firewall.  To determine if your firewall is the culprit, disable it temporarily and to try synchronizing again.  If the sync works, your firewall is the issue.  Click here for more information about problems that can occur with an improperly configured firewall and for specific steps to configure it to work with a la mode software.


If Problems Persist:

If you continue to have problems synchronizing with WinTOTAL, contact our support staff for additional assistance.

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