Tips from Technical Support
| Product: AccountView |
Version: 1.10 | |
| Product: Custodial Integrator |
Version: 3.2 | |
Summary
Use this topic as a resource for finding information about how to get help and information from ByAllAccounts.
Finding answers
When troubleshooting an issue or looking for an answer to a question, refer to thse FAQ pages which provide answers and step-by-step guides for our clients.
- You can access more documentation by following this link: ByAllAccounts Documentation.
- Documentation posted there include helpful references such as:
- AccountView Documentation, including Advisor's Guide, Client's Guide, online help, etc.
- Custodial Integrator User Guides: there are several variations of CI, and you can find the User Guide you need.
- For CI installation guides, contact technical support.
- As always, you can reach out to our Technical Support team to address any issues not contained in the these sources.
Validation
- Validation is a necessary quality assurance process that helps you get data in a form that works for your target system. It catches and fixes most of the common data problems.
- When you add an account in AccountView at a financial institution that you have not used in AccountView before, that financial institution is automatically submitted for validation. The validation team at ByAllAccounts performs validation on a representative set of accounts for that financial institution, to confirm that the data produced correctly represents the data provided by the financial institution’s web site, and that data are correctly translated for your target system. You will be able to add the account and have data gathered for the accounts if AccountView already supports that financial institution but you should not use that data in Custodial Integrator until the validation has been complete. he Requested Institutions tab in AccountView shows the status of requested FIs.
- In order for the validation process to occur, at least one account at the financial institution must be updating successfully.
- Wait until you receive an email notice from ByAllAccounts Technical Support notifying you that the validation is complete before translating (mapping) those accounts in Custodial Integrator.
- There is no set estimate for how long validation will take. The timeframe for validation depends on several factors including how complexly the data is presented on the custodian’s web site, the current volume of validation requests, and the aggregation status of account(s). The validation consists of these stages: review, document issues, repair issues, final review. If the initial review produces no issues then the validation time is relatively short. When issues are found the time to final review will vary significantly depending on the complexity of the issues to be resolved. We appreciate your patience.
- Validation cannot catch all problems. Even after validation, you may experience some issues with account data for validated financial institutions, and we will work with you to remedy those issues. Typically these issues occur for an activity that was not present during validation or they may involve preferences your firm has for how the data is presented. Also, you may experience issues that are related to an interaction between the data we deliver and your firm’s target system. Please report these issues as soon as possible to ByAllAccounts Technical Support and we will work to resolve the issues. During the interim, we may be able to suggest workarounds to reduce your manual effort in dealing with the reported issues.
- Click this link to learn more about our validation process: https://www.byallaccounts.net/manuals/CI_Validation_FAQ.pdf.
Reporting issues
For specific tips on reporting data issues, refer to Reporting data issues seen in AV or CI.
ByAllAccounts technical support information
Trained specialists are willing to assist you with account update and data issues as well as product-specific technical issues and questions.
- Hours of operation: Monday-Friday 8:30 am-5:30 pm EST.
- Closed on market holidays.
How to contact ByAllAccounts Technical Support
- Email: [email protected]
- Call toll-free: 1-866-856-4951 Option 1
Attribution
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Last updated: 8/13/2015 |
Author: KLS |
Contributions by: KN, CB |