Frequently Asked Questions

Below are some common questions about working with Bank of the West and using the AppraisalTrac® system. More detailed Help information is available after you log in.

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  1. Contacting Us:

    You may contact us via:

    Phone:
    (925) 843 - 8350
    Fax:
    (323) 837 - 2552
    Mail:
    Bank of the West
    Attn: Residential Appraisal Services
    2527 Camino Ramon
    San Ramon, CA 94583
    Mail Sort: NC-B07-1B-K

  2. Vendor Questions:

    To inquire about vendor approval process, please contact Bank of the West - Residential Appraisal Services .

    Dattar Systems, Inc. is not an Appraisal Management Company, and, does not conduct Appraisal or Vendor Management activities, in any capacity, on behalf of the Bank.

    No. There is no charge for using this site.

    There is no software to purchase in order to do business with Bank of the West through this site.

  3. Requirements for using AppraisalTrac® system:

    Using this site requires:

    1. Reliable Internet Connection
    2. A modern Web Browser with recent updates
      e.g., Google Chrome, Mozilla FireFox, Microsoft Edge, Safari, Internet Explorer

      AppraisalTrac® site requires the use of Cookies, 128-bit encryption at a minimum, active scripting, and HTTP 1.1. These are the default settings of most modern web browsers.

    3. PDF Viewer (e.g., Adobe Acrobat) to view PDF files
    4. Microsoft Excel 2007+ to view MS Excel files
  4. Support Contacts:

    1. For assistance related to Orders, Invoices, Policies, or, Vendor Management, contact the Job Manager at the Bank.

      Job Manager contact information can be found on the Order Assignment Engagement Letter, or, the Order Section when Viewing the Order.

      Dattar Systems, Inc. is not an Appraisal Management Company, and, does not conduct Appraisal or Vendor Management activities, in any capacity, on behalf of the Bank.

    2. Prior to requesting assistance related to Uploading / Submitting your Appraisal Report MISMO XML file, you will need to be familiar with:
      • Your Appraisal Forms Software's procedures to Save the Appraisal Report to a MISMO XML file on your computer.
      • The Path / Directory on your computer where you Save your Appraisal Report as a MISMO XML file.

      If you are unsure of the above, please contact your Appraisal Forms Software vendor for assistance.

      Do not Attach / Include your Invoice to your Appraisal Report file. Your Invoice must be a Adobe PDF file.

    3. Prior to requesting assistance with UAD Compliance Validation Errors, please request your Appraisal Forms vendor to validate the MISMO XML file.

      There exist Appraisal Forms vendors that only provide UAD Compliance Validation when you are inside the Forms Report, and, do not actually validate the MISMO XML file for UAD Compliance.

      UAD Compliance Validation must be performed on the MISMO XML file of your Appraisal Report .

    4. For assistance related to website accessibility, contact AppraisalTrac® Support.

      To initiate a support request, you may:

      Please include your contact information, Bank name, and details as to the nature of your support request.

  5. Technical Support: Internet Explorer Issues

    Currently recommended version is IE 11.

    Effective January 2016, only the latest version of IE is supported per Microsoft's Internet Explorer Support Lifecycle Policy.
    (See http://support2.microsoft.com/gp/microsoft-internet-explorer )

    AppraisalTrac® requires the use of cookies, 128-bit encryption at the minimum, active scripting, and HTTP 1.1.

    • Required: cookies. Make sure that cookies are "allowed" or "enabled" in your browser.
      • In Internet Explorer, select Tools | Internet Options, go to the Security tab, click the Internet Zone icon, and click the Custom Level button.
    • Required: Active scripting. Users of Internet Explorer will need to manually ensure these settings are applied. Users of other browsers do not need any special instructions.

      Users of Internet Explorer should launch their browsers and select Tools | Internet Options, go to the Security tab, click the Internet Zone icon, and click the Custom Level button. Make sure "Active scripting" is set to ENABLE.
    • Required: Use of HTTP 1.1. Users of Internet Explorer will need to manually ensure these settings are applied. Users of other broswers do not need any special instructions.

      Users of Internet Explorer should launch their browsers and select Tools | Internet Options. On the Advanced tab, make sure both the "Use HTTP 1.1" and "Use HTTP 1.1 through proxy connections" settings are checked. Click the "Apply" button.

    This is a rare issue observed when using Internet Explorer. It is caused by a corruption of either:

    1. Internet Explorer Cache
    2. Java Cache

    Recommended resolution is to clear both Caches using the following steps.

    Step 1 of 2: Clear the Cache in Internet Explorer

    1. Open an Internet Explorer window:
      1. Click Tools Menu
      2. You are now viewing "Internet Options"
        1. Under "Browsing History" , Click Delete
      3. You are now viewing "Delete Browsing History"
        1. Check [ Preserve Favorites website data ]
        2. Check [ Temporary Internet Files ]
        3. UnCheck all other items
        4. Click Delete
        5. Click OK

    Step 2 of 2: Clear the Cache in Java Control Panel

    1. In Windows, go to Control Panel | Programs
    2. Double Click on Java
      1. You are now viewing "Java Control Panel"
        1. Under "Temporary Internet Files",
          1. Click Settings , Click Delete Files
        2. Under "Delete the following files ?"
          1. Check [ Trace and Log Files]
          2. Check [ Cached Applications and Applets ]
          3. Check [ Installed Applications and Applets ]
          4. Click OK
      2. You are now back at "Temporary Internet Files"
        1. Click OK
      3. You are now viewing Java Control Panel
        1. Click OK

    Log out of your machine and log back in. (No need to reboot)

    This is a rare issue, specific to Internet Explorer on Windows. It appears to occur after any of the following events:

    1. Recently replaced your hard drive, or, restored your Windows system from backup
    2. Rolled back Windows system to an earlier point in time (System Restore Point)
    3. Changes to Security Settings in Internet Explorer

    Recommended resolution is to Reset Internet Explorer using the following steps.

    Step 1 of 1: Reset Internet Explorer
    1. In Internet Explorer window menu, Click on Tools
    2. Click Internet Options
      1. Click Advanced Tab
      2. Click Reset... button

        UnCheck Delete Personal Settings, Click Reset button

        Note: Resetting Internet Explorer may delete your preferences along with saved logins and passwords

      3. Click OK

        Internet Explorer may ask you to restart your system

  6. Technical Support: Adobe PDF

    Do ensure your PDF file is an Adobe PDF. Some programs may not generate a PDF file that conforms to Adobe PDF (Portable Document File) standard.

    Users of Apple Mac should note that Apple Mac supports generation of two types of PDF:

    1. PDF : This is the default option. It generates a PDF that is apparently optimized for Apple Mac. This PDF is Not quite the same as an Adobe PDF.
    2. Adobe PDF : This is not the default option. User must click through extra menu items ( Print / Save As / Adobe PDF ), to generate an Adobe PDF.

    Issue is specific to Adobe Acrobat. Resolution is to Uncheck the option 'Rely on system fonts only; do not use document fonts' from the Adobe PDF Settings tab within the Adobe PDF printer preferences dialog box. See:
    https://helpx.adobe.com/acrobat/kb/missing-or-garbled-text-printing.html )

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