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.

Click on Question to show / hide Answer.

  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. Internet access (using a 28.8 Kbps or higher connection)
    2. A modern Web Browser with recent updates
      e.g., Internet Explorer, FireFox, Google Chrome, Safari

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

    3. Java Version 7 or 8 (with recent updates)

      Java is only required for any of:

      • Users of Internet Explorer that need to upload document files of any size
      • Users that do not use Internet Explorer, and, need to upload document files larger than 16MB (16,000 KB)

      Java is Not required for users of Firefox, Google Chrome, or, Safari, that do not need to upload document files larger than 16MB (16,000 KB)

    4. Adobe Acrobat to view PDFs
    5. Microsoft Excel 2007+ to view 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. For assistance related to website accessibility, contact AppraisalTrac® Support.

      To initiate a support request, you may:

      • Send an email to [ support@appraisaltrac.com ]. Please include your contact information in your request.
      • Call 925-935-1735, option 2, 9AM-5PM (Pacific time) Mon - Fri.
  5. Technical Support: Internet Explorer Issues

    Currently recommended versions are IE 9 / 10 / 11.

    This website works with IE 8, though not optimally. Support for IE 8 will be dropped in late 2015

    Starting January 2016, only the latest version of IE will be 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, 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)
    Issue is only observed in Internet Explorer 11 on Windows 8.1 .

    Issue does not occur in IE 11 on Windows 7

    Resolution is to run Internet Explorer 11 in Compatibility View mode when accessing this website.

    1. In Internet Explorer window menu,
      1. Click Tools | Compatibility View Settings
    2. You are now viewing a dialog titled Compatibility View Settings
    3. Under Add this website, you will see text ending with appraisaltrac.com
      1. Click Add | Close

    Alternate resolution is to use Firefox or Google Chrome where such issue does not occur.

    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: Java Issues

    Java™ is a product of the Oracle® Corporation. The Java program installer is provided by Oracle.

    Java and JavaScript are often conflated even though they are unrelated.

    The AppraisalTrac Data Transfer Control requires an enabled Java Plugin / AddOn to run. This program is required to compensate for :
    1. Lack of specifications in HTTP and HTML standards in support of reliable uploads of large files.
      1. Self correct electrical bit flip and corrupted packets
      2. Resumption from point of failure caused by light internet / network blips
      3. Chunk large files to enable traversal of networks with restrictive HTTP request size limits
      4. Network bandwidth yielding in capacity constrained links
      5. Reliable detection of locked or inaccessible network files on the user's desktop
      6. Reliable cancellation of in progress file uploads
    2. Open issues in Internet Explorer 10 , 11 where Internet Explorer uploads Deselected files without informing the user.

      Technical IT Staff may view the following Microsoft IE Feedback site for details:
      1. https://connect.microsoft.com/IE/feedback/details/799647/input-type-file-doesnt-reset-in-ie10
      2. https://connect.microsoft.com/IE/feedback/details/847783/input-type-file-is-uploading-deselected-files
    1. Internet Explorer, Firefox and Google Chrome will not allow you to run Java, when you do not have the recent version of Java, or, have any older versions of Java on your machine
    2. Oracle sets an expiration date within Java, after which, Java prompts the user to update.
    3. Prerequisite to trouble shooting bugs in Java require reproduction of the bug on the latest update version.
    Common sources of Java issues are:
    1. You have an older version of Java , or, you have multiple versions of Java installed.

      Resolution: Uninstall all older versions. Ensure you only have the latest version

    2. Java Add-On is Disabled in Internet Explorer Add-Ons

      Resolution: Enable the Java Add-Ons

      Step 1 of 1: Enable Java Add-Ons

      1. In Internet Explorer window, Click on [ Tools ] menu.
      2. Click on [ Manage add-ons ]
        1. Under [ Show ] (left side of the window) ,

          Click [ Currently loaded add-ons ] , then Click [ All add-ons ]

        2. Scroll through the table on the right and find items starting with
          Java or Java(tm) Plug-in

          Click on each item , Click [ Enable ]

        3. When you're finished, click [ Close ]
    3. Anti-Virus/Firewall (Mcafee, Norton, etc.) program is automatically blocking Java without informing you of the blocking.

      Resolution: Please consult with Anti-Virus/Firewall program documentation / vendor on How to configure Anti-Virus/Firewall to permit Java to install and run.

    These steps require about 5 - 15 minutes and download about a 30MB Java installer program.

    After you download the installer program, you must Run the installer program to complete the installation.

    Step 1 of 2: Uninstall all Older versions of Java
    1. Close All Open Programs and Windows on your Desktop
    2. Go To Windows | Control Panel | Programs | Programs and Features
    3. Uninstall All versions of Java that contain 'Java' or 'J2SE' in the Name
      1. Click on an item and Click [ Remove | Uninstall ]
    4. Restart your Computer
    Step 2 of 2: Install Java
    1. Open Internet Explorer window
    2. Go to website:
      https://www.java.com

      Alternately, download the Offline installer directly from:
      https://www.java.com/en/download/windows_offline.jsp
    3. You are now at the JAVA website (Java + You etc.)
      1. Click on Red button [ Free Java Download ]
      2. Click on Red button [ Agree and Start Free Download ]

        Note: After you click Red button [ Agree and Start Free Download ] , it will remain on screen. You do not need to click it again.
      3. The install process will start and should take no more than a few minutes:
        1. When asked if you would like to allow software from Oracle to run, click on [ Allow | Run | Yes | OK ]
        2. The install may give you the option to install other free/trial programs like 'Ask ToolBar' , 'McAfee' etc.

          Be sure to UNCheck these options before continuing the install
        3. The early part of the installer may appear to freeze or do nothing for no more than a few seconds; it should then resume. This is normal.
        4. Once the install is completed successfully it will give you a confirmation dialog box
      4. An Internet Explorer window will now have Red button to [ Verify Java ]. Click on this red button.

        Verification should not take more than 30 seconds.
AppraisalTrac® , Copyright© 2000 - 2015, Dattar Systems, Inc.