When multiple programs integrate with one another (like SureLC and Adobe Reader), you can encounter error messages that require a bit of resolution. This page describes how you to resolve the most frequent errors. The following topics describes the errors our users have encountered and how to resolve them.

• Could not load PDF....Time Out Error
• Could not load PDF....Error #20XX
• Error #100X
• Security Warning
• Adobe Reader needs write access...
• To be Included...
• Error - Form Cannot Be Opened
• Content Preparation/Locks up/Stops Responding
• Unable to save appointment data
• Unable to create Data Transformation
• SureLC crashes on a macOS
• Error Not Listed

  

Adobe Reader could not open...

 

 

 

These errors are a known bug with Adobe Reader integrating with web based programs (like SureLC and Internet Explorer).  At this time Adobe has not released a fix for this bug.  Until Adobe releases a fix, use this guide to resolve this issue.

1. Close SureLC

2.  Click on your Start Menu

3.  In the Search bar, type in "Internet Options" and choose "Internet Options"

 

 

4. In the new pop-up window, on the top tabs, choose "Programs"

5. Then in the middle section, choose "Manage add-ons"

 

6. In the new window, choose "Adobe PDF Reader" (if you do not see this option, then you should see "Adobe PDF" instead)

6. Click "Disable", and then turn it back on by clicking "Enable" 

 

 

7.  Re-Open SureLC, and log in.

 

Security Warning

 

 

This happens for a number of reasons, all involving Adobe Reader.  To resolve. 

Verify your Adobe Reader settings by opening Reader and going to

*Ensure you open Reader and not Acrobat*

Edit -> Preferences ->

• General [Reader 10]
• Security (Enhanced) [Reader 11+] 

When completed, click OK and say Yes to any pop ups. 

 If your settings match the above and you still receive the error, set the options as shown below:

 

Option 1) If you have Adobe Reader and Adobe Acrobat please follow the following steps:

Step 1)  Uninstall Adobe Reader:

a) Click Start
b) Click Control Panel. This opens a new window
c) In the new window, click Uninstall Programs
d) Scroll down and uninstall Adobe Reader.

Step 2)  ReOpen SureLC

 

Option 2) If you only have Adobe Reader please follow the following steps:

Step 1) Click Start

Step 2) Click Computer

Step 3) Go to Adobe Reader plugins:

C:\ > Program Files (x86) > Adobe > Reader 11.0 > Reader > plug_ins

If you don't have a Program Files (x86) folder:

C:\ > Program Files > Adobe > Reader 11.0 > Reader > plug_ins

Step 4) Select and delete the following files

Step 5) Re-Open SureLC

 

 

Adobe Reader needs write access/To be Included...

 

These errors occur because of incorrect settings in Adobe Reader.

Correct the settings by first, CLOSING SureLC COMPLETELY. Do not just log off. Close the program completely. 

Next, open Adobe Reader or Adobe Reader DC

*Ensure you open Reader and not Acrobat*

 Once Reader is open, then click on Edit in the top left corner, and then choose Preferences 

In the new window that open, in the long list along the right hand side of the page, make the selection below depending on which version of Adobe Reader you are using. 

• General [Reader 10]
• Security (Enhanced) [Reader 11+]

 

When completed, click OK and say Yes to any pop ups.

Open SureLC and continue as normal. 

 

 

Content Preparation/Locks-up/Stops Responding

 

The error "Content Preparation, Please Wait....."? or SureLC locking up on the last step, happens due to a Reader error that wants to pop up but SureLC does not pause on the form that caused the error.  End result of SureLC crashing.

To resolve this issue, follow the steps found here: Adobe PDF Configuration.

1. If the problem persists, do the following:

• Close SureLC.
• Click Start.
• Choose Computer.  This opens a new window.
• Navigate to the folder below. 

On Windows 7  - C:\Program Files (x86)\Adobe\Reader 11.0\Reader\plug_ins

On Windows XP  - C:\Program File\Adobe\Reader 11.0\Reader\plug_ins

2.  Once you open in the plug_ins folder, select and delete the following files:

 

You should now be able to open SureLC, and run an appointment without an error.

 

Unable to save appointment data

 

 

The reason this error appears is SureLC cannot connect to your network drive to save contracts being processed.

 

You typically save forms on either your computer's hard drive or a hard drive that is on your network.

If SureLC tries to save to your network drive and is unable to connect, the first step is to ensure that you can access and can save to your network drive.

• Click Start.
• Choose Computer.  This opens a new window.
• Look for a hard drive with a letter other than "C".
• If there is a hard drive with a different letter, double click it to see if you can access its folders.
• If you can access your network drive, open SureLC and select Agency Setup.
• On the screen that opens, go to Filled Forms Location and click Storage Location.
• If the Network Drive option is selected, make sure the save location is not too many folders long.
• For example:
  This is too long  - S:/Library/Contracting & Licensing Documents/Appointment Forms/SureLC Forms/Agent Forms/SureLC

This is a good length for the save location  -  S:/Library/Contracting & Licensing Documents/

• If the save location is too many folders deep, please a folder that is higher in the drive folder hierarchy.

(Check with your agency's system administrator if you are unsure where to save your files.) 

You should now be able to process contracts without errors. 

If you do not save to a network drive or if these steps did not resolve your issue, send an email to support@surancebay.com.

 

 

Unable to create Data Transformation

 

 

This error occurs when you open a reviewed contract and SureLC does properly synchronize files with the forms on your system. 

To resolve this issue, when you open the reviewed appointment click Previous to return to step 2. 

Then click Nex" to return to the final step.  This should allow SureLC to sync with the forms.

  

Could not load PDF....Error #20XX

This error is caused by a bug with Acrobat DC's web plugin that Adobe has not been able to resolve yet.  There is a way to resolve this issue, however it will take a few steps to resolve.

Option 1

Step 1.  Close SureLC

Step 2.  Click on your Start menu 

Step 3.  Open whichever option you have:  Computer/PC/File Explorer

Step 4.  Navigate to your local C drive

Step 5.  Follow the following folder progression

• C:\Users\(Your Login Name)\AppData\Roaming\Adobe\Acrobat\Privileged

(If you do not see "AppData" in your user folder, simply type it into the address bar at the top of the folder and hit enter.  Or you can reveal Hidden Folder/Files by Clicking Here)

Step 6. If you do not see the Privileged folder, please proceed to Option 2

Step 7a. If you do not see the folder "2015"

• Right click on the folder "DC" and copy.  Then right click, paste, and rename the "DC-Copy" to "2015"

Step 7b. If you see the folder "2015"

• Please contact us for more support at support@surancebay.com 

Step 8. Re-Open SureLC, and log in.

 

Option 2

Step 1.  Close SureLC

Step 2.  Install Reader DC by Clicking Here

Step 3.  After Installing Reader, set Reader as your default PDF reader by opening Reader, and follow the following progression

Edit -> Preferences ->

• Click on General on the left side
• Click on Make Default.. button on the right side

Step 4. Re-open SureLC and ensure that you do not receive any errors.

• If you still receive the error, please contact us for more support at support@surancebay.com 
• If you do not receive the error, then proceed to Step 5a or 5b.

Step 5a. If you wish to keep Reader

• Proceed to using SureLC, and feel free to let us know if you have anymore issues.

Step 5b. If you wish to get rid of Reader and only have Acrobat

• Close SureLC
• Uninstall Reader, Click Here for uninstall instructions
• Proceed to Option 1

 

Form Cannot Be Opened

This error is caused by there being an issue with the producer's personal forms on their scan tab.  

Here's an example of an error message you may receive. The message also tells you how to resolve the issue. 

 

"The FORM NAME from this producer's scan tab cannot be opened, which prevents the process from completing.

Please open PRODUCER NAME's scan tab and archive the form that you cannot view. The form detected with the issue is FILE NAME FROM ORIGINAL PDF ERROR MESSAGE.

If the form that you archive is required, please have the form uploaded again, making sure it is a supported file format. (.doc, .docx, .gif, .jpeg, .jpg, .pdf, .png, .rtf, .tiff, .xls, .xlsx)"

  

Error 100X

This error is a random error that usually happens when the connection to our server times out, due to a slow internet connection or security setting limiting access to our server.

Restart SureLC, and continue using SureLC as needed.

If the error continues to show up, please contact SuranceBay via email at support@surancebay.com so we can investigate further to find why your system is having issues connection to our servers.

 

 SureLC Crashes on macOS

When opening SureLC on a macOS, you might run into an issue where it looks like SureLC is updating, but it suddenly closes out and give you a long error message.  This issue is caused by the newest version of Reader conflicting with Adobe Air on the MAC. 

To learn more about the issues with Adobe Air on macOS, please review our help topic by Clicking Here.

To resolve this issue you will need to revert back to an earlier version of Reader by uninstalling the current version of Reader on your system, and then reinstalling an older version of Reader.  Please Click Here on steps on removing Reader and Reader's plugins, so that you can install the older version to use with SureLC.

However after reverting back to an older version, you might run into this issue again because Reader automatically updated to the newest version.  Adobe Acrobat Reader DC is set up for automatic updates by default. It does not provide any UI option in the preferences to control this setting.

To turn off automatic updates, please use the following guide:

1. Open the Terminal (you can select the magnify glass in the top right corner and type in "Terminal").
2. Once you have the Terminal open, please copy and paste the following:
   
   sudo launchctl unload -w /Library/LaunchDaemons/com.adobe.ARMDC.Communicator.plist
   
   It will most likely ask for your password, type in your password you use to log into the MAC and press Enter/Return.
3. Navigate to the Applications folder in Finder, find Adobe Reader DC, right click it and choose Show Package Contents
   
   ​​
4. When it does, go to Contents > Plugins.
5. Once in Plugins, find the file "Updater.acroplugin" and move it to the trash bin.

This will stop the automatic updates for Reader.

Error Not Listed

For any questions on how to resolve errors not listed above, contact SuranceBay via email at support@surancebay.com.