If you are a Company Admin or Branch Admin, your first step in troubleshooting AUS should be to make sure that you only have your AUS credentials entered in one place.
There are three places that AUS credentials can be entered; Company Settings, Branch Settings, or User Settings.
- Company Settings: If you want your AUS credentials to be usable by all users in your company, enter them here.
- Branch Settings: If you want your AUS credentials to be usable by all users in your branch, enter them here.
- User Settings: If you want your AUS credentials to only be usable by yourself, enter them here.
Do not enter the same credentials in more than one of these places. If you have them entered in more than one place, delete them.
If you're having trouble deleting your AUS credentials, you may have them saved in your browser. Just because they are saved in your browser does not mean they are saved in ARIVE.
In the example above, the credentials are saved in ARIVE, indicated by the presence of the "Edit" and "Delete" buttons.
In the example below, the credentials are NOT saved in ARIVE, indicated by the presence of the "Save" button. These credentials are instead saved in your web browser and are being automatically populated into the fields. As long as you don't click "Save", these will not be saved in ARIVE.
Fannie Mae DO/DU:
Credential Get Inst Name Error - AUS Fannie Mae DO/DU
- "the loan amount exceeds the FHA maximum loan calculation"
- If you believe you are receiving this message in error, check the "FHA Loan" tab of the loan file and make sure that you do not have a Seller Credit entered here as a Seller Concession.
- Seller Credit should only be entered in the Purchase Credits section of the Loan & Property tab.
- "XIS Internal Application Error"
- This is caused by an issue on Fannie Mae's end. Reach out to them at 800-2FANNIE they will be able to fix this. If they tell you the problem is not on their end, they are mistaken. Ask to speak to their Technical Troubleshooting Team.
- This is caused by an issue on Fannie Mae's end. Reach out to them at 800-2FANNIE they will be able to fix this. If they tell you the problem is not on their end, they are mistaken. Ask to speak to their Technical Troubleshooting Team.
- "Fannie Mae Credentials Error: user not authenticated"
- In almost all cases, this error is caused by your username or password being entered incorrectly. In rare cases, if you have very recently changed your Fannie Mae credentials you may get this message even if they are correct. If this is the case, the problem will resolve itself within 24 hours.
- "The user is inactive"
- Strangely, this is sometimes caused by having uppercase characters entered in your DO username. Please be sure that your username is entered in all-lowercase.
- If the above does not fix this, reach out to Fannie Mae.
- "Authentication User Error"
- This is caused by a missing "default institution ID" or "default portfolio ID" in DU. Reach out to Fannie Mae at 800-2FANNIE and they will be able to fix this.
- "Error 30000300: General failure", or "GUSSBA_ERROR"
- This is a general, unspecific error message from DO. Reach out to Fannie Mae at 800-2FANNIE and they will be able to help you fix this.
- "The response for this GUID is not available or may not exist."
- This error is caused by temporary system issues on Fannie Mae's end.
- This error is caused by temporary system issues on Fannie Mae's end.
- "Error 118337: Subject Property Type Code is missing from the 1003 file, or the property and/or project data element combinations are invalid in the MISMO 3.4 file"
- This error is usually caused by the combination of "Property Type: Manufactured Home" and "Attachment Type: Attached". Per the Fannie Mae DU Valid Property Type Combinations spreadsheet, this is not a valid property type combination that will be accepted by DU.
- "Error 118335"
- This is usually caused by an invalid entry for employment. It will list the field/fields that requires attention.
- "Invalid alpha field"
- AUS may not recognize special characters. If you get this error, remove any special characters from the field mentioned in the error.
- "Invalid numeric field" or "Invalid zip+4 field"
- When typing in any address field within the platform, be sure to select one of the suggested addresses that pops up or the system may not recognize the address as valid and present this error.
- "ERROR - LIABILITY"
- Re-issue the credit report and choose "Override Liabilities".
- "Risk/Eligibility This case is ineligible because the co-borrowers are not married."
- In the VA Info tab of the loan, set the married indicator to true.
- "Risk/Eligibility 495 Gift Letter Source cannot be "N/A" when Gift Letter Amount is greater than zero"
- On the Financial Info tab of the loan, under Assets, ensure you have entered an asset of the type "Gift" with the associated amount.
- "Ineligible because a gift amount is shown in the Assets section but not in the Source of Downpayment section"
- Enter the full gift amount in the Source of Downpayment section with a valid FHA Down Payment Type Code and re-submit.
- "Enter tax payer ID"
- Enter the sponsoring originator EIN on the AUS screen upon running AUS.
- Enter the sponsoring originator EIN on the AUS screen upon running AUS.
- "Underwriting Checklist Error" or "Code = 118000"
- Under the Underwriting Checklist there will be an issue listed that will provide the specific data element causing this error.
- Under the Underwriting Checklist there will be an issue listed that will provide the specific data element causing this error.
- "ASSET/ASSET_TYPE Value not yet supported by Desktop Underwriter for government loans"
- DU does not currently support the asset type entered.
- DU does not currently support the asset type entered.
For further help troubleshooting DU, see Fannie Mae's official DU Job Aid or the Desktop Underwriter & Desktop Originator Learning Center.
Freddie Mac LPA:
- "Invalid Asset - Account Identifier is required in _______"
- This is caused by account numbers being missing from accounts in the Financial Info tab.
- "XIS Internal Application Error"
- This is caused by an issue on Freddie Mac's end. Reach out to them at 800-FREDDIE and they will be able to fix this. If they tell you the problem is not on their end, they are mistaken. Ask to speak to their Technical Troubleshooting Team.
- This is caused by an issue on Freddie Mac's end. Reach out to them at 800-FREDDIE and they will be able to fix this. If they tell you the problem is not on their end, they are mistaken. Ask to speak to their Technical Troubleshooting Team.
- "Unauthorized"
- This error is caused by your username or password being entered incorrectly. Remember, you must enter your system-to-system credentials, not your regular Freddie Mac credentials. Your system-to-system username will contain "sys2sys" in the username, usually at the end. Call Freddie Mac at 800-FREDDIE if you don't know what your system-to-system credentials are.
- This error is caused by your username or password being entered incorrectly. Remember, you must enter your system-to-system credentials, not your regular Freddie Mac credentials. Your system-to-system username will contain "sys2sys" in the username, usually at the end. Call Freddie Mac at 800-FREDDIE if you don't know what your system-to-system credentials are.
- "Contact Customer Support (800-FREDDIE). User role is not authorized for Loan Product Advisor access.
- This results from an account setting on Freddie Mac's end. Reach out to them at 800-FREDDIE and they will be able to help you fix this.
- "PLP0150 MERGED CREDIT ORDER*ERROR: Borrower _ does not match reference number"
- This is caused by a discrepancy between credit details and borrower details. Verify that the borrower's data matches the credit report.
- This is caused by a discrepancy between credit details and borrower details. Verify that the borrower's data matches the credit report.
For further help troubleshooting LPA, see Freddie Mac's Loan Product Advisor Training Resources.