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FAQs

Error 53 - Generating an ESIS Illustration?

If you are using a third party integrator system with Trigold Prospector, please update the email address of the broker in the integrating system prior to generating the mortgage illustration (ESIS). This will need to be done each time you are in the Trigold Prospector session. IRESS are in discussions with the third parties, and will provide a permanent solution via a release shortly.

Where can I download Trigold Prospector?

Existing clients can download the Trigold Prospector Sourcing System from the link provided below. As part of the install you will be required to enter your current Trigold Prospector user ID, Password and Network Code. These will have been provided to you by Avelo or your Mortgage Club/Network. Please ensure that you have these to hand.

If you are not an existing Trigold Prospector user you will need to register for a new licence from the link below.

Download Trigold Prospector

Register Trigold Prospector

 

The minimum system requirements are:

 

Minimum 2GB RAM (4GB+ recommended)

Microsoft Windows 7, Windows 8, 8.1 & 10

Broadband Connection

Internet Explorer 8, 9, 10 & 11

Adobe Acrobat Reader 9.5, 10.1.4 & 11

Minimum Screen Resolution - 1024 x 768

 

Microsoft extended support for Windows XP terminated in July 2015. In line with Microsoft, IRESS therefore no longer support the use of Windows XP with Trigold Prospector. 

Trigold Prospector is not supported on servers, terminal servers or cloud based systems, Windows 10 S, Windows RT and Apple Macs or parallel systems.

 

What are the minimum system requirements for Trigold Prospector?

The minimum system requirements are:

 

Minimum 2GB RAM (4GB+ recommended)

Microsoft Windows 7, Windows 8, 8.1 & 10

Broadband Connection

Internet Explorer 8, 9, 10 & 11

Adobe Acrobat Reader 9.5, 10.1.4 & 11

Minimum Screen Resolution - 1024 x 768

 

Microsoft extended support for Windows XP terminated in July 2015. In line with Microsoft, IRESS therefore no longer support the use of Windows XP with Trigold Prospector.

Trigold Prospector is not supported on servers, terminal servers or cloud based systems, Windows 10 S, Windows RT and Apple Macs or parallel systems.

How do I backup/transfer my client data?

Please click here to view the User Guides page.

Are you having trouble launching Trigold Prospector since upgrading to Windows 10?

If you have upgraded to Windows 10 and can no longer open Trigold Prospector - due to the following message - you will need to amend the default regional setting of your PC.

 

Instructions

Click 'Start Menu' (bottom left) and then click 'Settings'

Within the 'Settings' screen click into 'Time and language'

Confirm that the time zone is set to 'UTC Dublin, Edinburgh, Lisbon, London'

Click onto 'Region and language' (on the left hand side) and confirm the 'Country or region' is set to 'United Kingdom'

Under the 'Languages' section, click 'English (United Kingdom)' and then click the 'Set as default' button

Click 'English (United States)' and then click the 'Remove' button

Does Trigold Prospector work on Windows 8, 8.1 and 10?

Yes, from version v9.1 Trigold Prospector is fully compatible with Windows 8, 8.1 and 10.

If you are still running a lower version it may be that your associated Network or Mortgage Club are conducting their own testing and have not authorised the upgrade yet. You will need to speak to them directly on this matter.

Please refer to the FAQ article above for details of a known issue relating to the default Region that is automatically applied after upgrading to Windows 10.

Trigold Prospector Update Freezing - Windows 8 & 8.1

If your Trigold Prospector Update freezes while running with the last entry being “Executing ‘installing_.net_3.5_framwork.exe’.” and it will not pass this point, it is quite likely that you have Windows Updates to install.

To check this, open the “Control Panel” and select “Windows Updates” from the list. (This can also be found via “System and Security”)

On the next screen, if there are any updates please allow these to install and then restart the machine to complete them.

Once the machine has restarted open Trigold Prospector and it will default to finishing the update that froze. The system will then open as normal.

NB. This will only happen for Windows 8 and 8.1

How often is the data updated on Trigold Prospector?

Our data is updated every night at 6pm. If a lender has sent us a late notification of changes to products, we may also update at midday the following day. The main menu screen of Trigold Prospector displays the latest Mortgage data date following on Online Update.

How do I update Trigold Prospector?

You can update Trigold Prospector via the update button which is located on the home page in the top right hand corner. You can also run the update from within the client screen and the source results screen via the same button.

You can also update Trigold Prospector by clicking on your Windows Start button - All Programs - TrigoldCrystal - Prospector - Online Update

How do I know if I have the up to date mortgage data?

The mortgage data date is located in the top right hand corner of trigold on the homepage.

The mortgage data is updated at 6pm every night, so the mortgage data date will show as the previous working day.

How would I check what products a specific Lender has?

The Lender Details tab, which is located in the top left hand corner of Trigold Prospector, allows you to view all products for each Lender.

If there are products missings, please contact our Product Data Team on 0345 068 3000 and option 2 or via email on trigold.productsupport@iress.co.uk.

My firewall/antivirus is blocking the online update

You need to configure your antivirus/firewall to allow the following files:

download.exe

tssv2.exe

forms.exe

register.exe

What version of Trigold Prospector am I currently using?

The version number of Trigold Prospector is located in the very top left hand corner of the application. It is also lcoated on the welcome screen when clicking on the desktop shortcut.

How do I know when a new release is available for Trigold Prospector?

Running the online update will automatically upgrade your version of Trigold Prospector if applicable. There will be no further action required.

Can I use one license on more than one computer?

Yes, a single Trigold Prospector licence allows you to have it installed to two machines be they desktop PCs or laptops. Please be aware that our licence agreement clearly states that the application is for the sole use of the registered licence holder. You are prohibited from having Trigold Prospector installed on two machines for the use of two different people. If you have additional advisors within your company that need to use Trigold Prospector you will need to purchase additional licenses by contacting our subscriptions team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk.

My subscription has expired. What do I do?

If your subscription has expired, or you have any account related queries, please contact our registrations team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk.

How do I cancel my Trigold Prospector subscription?

You can cancel your Trigold Prospector subscription by emailig our Registrations Team on trigold.registrations@iress.co.uk.

How do I find my user/installation ID?

You will need to launch Trigold Prospector, click on the help button in the top left hand corner of the main menu, and then click about. Your user ID and installation ID will be located under 'Main Program'

How do I find out my network code?

You can call our Registrations Team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk.

Can I use Trigold Prospector without an internet connection?

Yes, however, you will need an internet connection to get the latest mortgage data which is updated daily. You will also not be able to submit any online applications via the ETC or MTE or produce Equity Release quotes.

You will also require an internet connection when installing Trigold Prospector.

Is Office 365 compatible with Trigold Prospector?

Trigold Prospector can only integrate with locally installed versions of Microsoft Office 365 32-bit:

• Office 365 Small Business Premium

• Office 365 Midsize Business

• Office 365 Enterprise E3

• Office 365 Enterprise E4

• Office 365 Pro Plus

 

Trigold Prospector is a 32-bit application and is therefore not compatible with any 64-bit Microsoft application.

Microsoft’s recommendation is that you install 32-bit Office on computers that use third party add-ins. http://technet.microsoft.com/en-us/library/ee681792.aspx

How do I network my client data?

Please click here to view the User Guides page.

How do I create a new desktop shortcut?

*add in the location for each OS or create a User Guide*

What is Client Briefcase?

Client Briefcase gives you greater control over the management of your client data by enabling you to transfer client information from Trigold Prospector to other users and machines. 

Exporting allows you to select clients you wish to export, and importing allows you to import the applicable clients.

If you wish to subscribe to Client Briefcase, please contact our registrations team on 0345 068 3000 and option 3 or via email on trigold.regsitrations@iress.co.uk.

What is Outlook Integration?

Outlook Integration allows you to synchronise and transfer clients from Trigold with Microsoft Outlook. The integration allows for both 1 and 2 way integration, with the user deciding on how they would like the integration set up.

If you wish to subscribe to Outlook Integration, please contact our registrations team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk.

Does Trigold Prospector integrate with other applications?

Yes. Depending on the mortgage club or network, Trigold Prospector will either have 1 or 2 way integration. A few of the integrations we have set up are:

Momentum

Advisor Office

The Key

True Potential

Two Plan

Please contact your Account Manager or our subscriptions team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk for more information.

What information do I need to enter to source on Trigold Prospector?

The minimum information needed to source on Trigold Prospector is a reference number, title, forename and surname and the mortgage requirements.

Can I browse for products as opposed to creating a client and sourcing?

Yes. You can use the browse products facility located on the main menu of Trigold Prospector. 

Can I source for Buy to Let products?

Yes. You will need to create or open a client, specifiy the purpose of loan as Buy to Let/Let to Buy, Let to Buy Purchase only or Buy to Let/Let to Buy Remortgage.

If you have Trigold Prospector version 10, you will also have access to the Enhanced Buy to Let facility, by clicking on the Enhanced Source button.

If have any further questions on Buy to Let products, please contact our Product Data Team on 0345 068 3000 and option 2 or via email on trigold.productsupport@iress.co.uk.

 

I'm unable to source any products.

If you are sourcing via a client, any criteria that you enter will filter the products. It is always advisable to enter just the reference, title, forename and surname.

For futher assistance, please contact our Product Data Team on 0345 068 3000 and option 2 or via email on trigold.productsupport@iress.co.uk.

When sourcing, why are some products in blue, and some in black?

Products shown in blue are exclusive to a mortgage club or network. Products shown in black are whole of market.

How do I change my company name/address within Trigold Prospector?

Within Trigold Prospector you will need to click on the 'User Settings' tab located in the bottom left hand corner of the homepage. From this screen you can change your company name, broker address, contact details, security details and FCA no.

 

Can I add my own logo to Trigold Prospector?

Yes. You can add your own logo via User Settings, under screen settings. The image must be a bitmap file.

Can I set up my own broker fees on Trigold Prospector?

Yes. You can set up your own broker fee within User Settings, under the Disclosure (Mortgages) section. This will then apply the selected broker fee to all new clients that are created within Trigold Prospector.

I'm with a mortgage club/network, but I want to set up my own panel. Can this be done?

Yes. You can set up your own panel within User Settings, under the panel section. You will need to give your panel a name, and highlight the Lenders you wish to appear in blue.

How do I create a panel?

You can create a new panel within the user settings under the panel tab.

Can I create the AIP and FMA on Trigold Prospector?

Yes. The Mortgage Applications tab can be used to complete the online application form. Once you have completed a KFI, you will be prompted to apply online. If you have this prompt disabled, the Mortgage Applications tab can be located on the homepage of Trigold Prospector.

How do you show only a specific lender on the source results screen?

On the source results screen, select the Lender you wish to shown, click on results and then select 'show only this lender'

Can I compare two products?

Yes. You will need to do a Total to Pay via the TTP button. Once this has been done, click on the Compare button

How do I finalise a case?

To finalise a case you need to have completed the Disclosure Document; Fact Find; KFI and a Suitability letter. To finalise each document, go into the Documents tab with the client details screen, and select the 'make final' button.

How do I find out the maximum borrowing amount for my client?

You can find out the maximum loan available via Browse Products. You will need to enter the following criteria:

Type of mortgage

Property price

Purpose of loan

Buyer type

Repayment method

After clicking on the source button, the maxmimum loan amount will be displayed in the dar right hand column.

How can I create a multi tab source?

The sourcing results screen contains the facility to add multiple sourcing tabs by clicking on the new tab button above the list of lenders.

Can I source for a lender who accepts guarantor products?

Yes. The property tab within the client details screen has this filter. If you have already sourced, click on the filters tab on the left hand side of the screen and tick the guarantors box.

How do I now add a fee to the loan?

The Initial arrangement and Booking fees is defaulted to upfront on the Source Results screen. To add a fee to the loan, you will need to select the option to add the Arrangement/Booking fees to the loan.

For the full user guide, please click here

If I tick ‘Direct products included’ on the Disclosure (mortgages) section of the User Settings, will this apply a filter when sourcing for products?

No. This will only add a line of text to the Disclosure Document stating that you offer Direct Products.

For the full user guide, please click here

Can I amend the text for the service that I am to provide?

Yes. Click on the Edit button under the section ‘Which Service We Will provide You’ to make any necessary changes.

For the full user guide, please click here

Can I view existing documents (Disclosure Documents, Fact Finds, Mortgage Illustrations, Suitability Letters) within Trigold Prospector?

Yes. Within the client screen, select the Documents tab, and any previous compliance documents that have been created will be saved here. Please note that when creating the document initially, it must be saved in order for the document to save to Trigold Prospector .

Can I attach my own Disclosure Document, Fact Find, Mortgage Illustration?

Yes. Within the client screen, select the Documents tab, then click add document to upload the relavant file.

Please note in order to create a Suitability Letter, the Mortgage Illustration must be produced on Trigold Prospector, An external Mortgage Illustration will not allow you to create the letter.

My Mortgage Illustration shows the wrong broker name!

If your Mortgage Illustration shows the wrong broker name, you will need to re-register Trigold Prospector. You can do this by clicking on your Windows Start Button - All programs - IRESS - Trigold Prospector - Tools - Register Company.

You will need your User ID, Password and Network Code to hand which can be obtained from our Regstrations Team on 0345 068 3000 and option 3 or via email on trigold.registrations@iress.co.uk.

Can I amend the text for 'Which Lenders We Deal With' in the Disclosure Document?

Yes. Click on the edit button under the section 'Which Lenders We Deal With' to make any necessary changes.

For the full user guide, please click here

If I make an amendment to the Disclosure Document, will this apply to all my existing contacts within Trigold Prospector?

No. You will need to go into each client and complete a new Disclosure Document.

Can I amend the Mortgage Illustration Level Of Advice wording?

Yes. Click on the Edit button and type in the required text.

For the full user guide, please click here

What is Equity Release?

Equity Release is a means of retaining the use of your house, while obtaining a lump sum or steady stream of income using the value of your house.

How does the Total to Pay calculation work?

The Total to Pay function used in Trigold Prospector is based on the following calculation:

TTP = TMP + F + ERC – C

TMP = (MP1*m) + (MP2*m) + (MP3*m) + (MP4*m)….

 

MP = Monthly Payment

m = Number of months

TMP  = Total Monthly Payment

F = Fees

C = Cashback

ERC = Early Repayment Charge

TTP = Total to Pay

The example below shows the basic TTP calculation and the difference when the Add Fees function is applied.

2 Year Tracker product (3.24)

 

Loan £95,100 over a term of 25 Years

 

Monthly Payment = £256.77

 

Arrangement Fee = £995.00

Booking Fee = £245.00 (only payable upfront)

Valuation Fee = £430

Redemption Administration Fee = £125.00 (only payable on redemption)

Insurance Admin = £25.00

Lender Conveyancing Fee = £105.00 (estimated figures not included in calculation, unless added manually)

 

Apply Total to Pay over 2 years: £256.77 x 24 = £6,162.48 + £995 + £245 + £430 + £25 = £7,857.48

 

Add Arrangement/Booking Fee to the Loan: £95,100 + £995 = £96,095

 

As a result of the new loan amount the adjusted Monthly Pay is: = £259.46

 

Apply Total To Pay over 2 years: £259.46 x 24 = £6,227.04 + £245 + £430 + £25 = £6,927.04

For further assistance, please contact our Product Data Team on 0345 068 3000 and option 2 or via email on trigold.productsupport@iress.co.uk.

I keep getting 'The insurance IDD is not valid for the following reasons'

After making changesd within the User Settings, you may get the message 'The insurance IDD is not valid for the following reasons: Types of non-investment insurance contracts offered need to be entered.

You will need to go to the Disclosure (Insurance) tab and make sure both 'We offer products from a range of insurers for' and 'Non-investment insurance contracts' have a full stop or text entered into the text box.

If you would like any assistance, please contact our Technical Support Team on 0345 068 3000 and option 1 or email them on trigold.support@iress.co.uk.

How do I source for Help to Buy mortgages?

You can source for Help to Buy mortgages via Browse Products and Create/Edit Client screens under the Government Schemes heading.