From Ellie Mae:


Users are receiving one of the following errors:

  • "Printer not activated, error code -20"
  • "Printer not activated, error code -30"
  • "Printer not activated, error code -41"

Error Screenshot

This error occurs when Microsoft Word is attempting to print using the installed Encompass printer. It is an indication that there may be a problem with the Microsoft Word installation or the Encompass printer.


The following steps include the modification, addition, or deletion of registry keys and should be reviewed by your IT team.  Modifying, adding, or removing registry keys outside of what is listed below may result in adverse effects.

Previously, we had found that when someone receives the below message it is a permission issue in the registry. Once these steps are performed then they should no longer be needed as long as the Encompass folder remains.

Printer Error -20
To fix this issue you need to open regedit and go to the following registry key:


Note: If the Encompass folder is not there, you will need to add it.


*** IF the Encompass folder does NOT exist then Right click on the Software folder -> New -> Key and add the folder.Then you right click on the Encompass folder and click on permissions

Once there click on "Add" and type "Everyone" and click "Check Names"

Add User

Next you need to click "Full Control" and click "Apply" or "Ok"

Permission Screen

Have the user restart their computer and that should fix the printer error.

If the issue still persists:

An update was made to the Encompass Printer Installer to prevent "Printer not activated, error code -20".  All new installations of the Encompass SmartClient application--download from not need steps for pre-existing installations.


For workstations experiencing this error on pre-existing Encompass installations, follow the steps below.
1) Use an account with administrator privileges and download from
2) Unzip (unzipping to the Desktop or C: folder directories typically yields the best results)
3) Run install.exe –u
4) Run InstallPdfConverter.exe (not .bat)

This information is intended for general information purposes only and to assist customers in understanding system functionality. It should not be construed as legal advice or opinion on any specific facts or circumstances. You are advised to consult your own compliance staff or attorney regarding your specific residential mortgage lending questions or situation to ensure your compliance with applicable laws and regulations.