The following are frequently asked questions about Front Office application.



1. What User Mode should I be selecting to use Front Office application?
  Front Office has 3 user modes as explained below:
  • Submit to Branch / Support Person: If you want to send the application to "Branch/Support Person" then select this user mode.
  • Branch/Support Person - Submit to H/O: If you are a branch support person and want to submit the application to Old Mutual, then select this user mode.
  • Submit to Old Mutual H/O: If you want to submit the application directly to Old Mutual, then select this user mode.
2. My Front Office was updated today. Why are my previous quotes greyed out?
  All the cases from previous version will be blocked in the newer version of Front Office, as there are changes in the application.
3. How do I clean the cache memory of Front Office?
  Please follow the below steps:
  • Delete "old_mutual" folder from path "c:\users\[userid folder]\appdata\local"
  • Delete "temp" folder from path "c:\users\[userid folder]\appdata\local"
4. My Front Office is not opening even after clicking on the Front Office icon on the desktop. What should I do?
  Kindly check if Front Office is running in the background. You can check this by opening "Task Manager" and search for "Old Mutual Front Office". If you find it in "Task Manager" select it and click on "End Task" button.
If you cannot find it in "Task Manager" then please follow the below steps:
  • Delete "old_mutual" folder from "c:\users\[userid folder]\appdata\local".
  • Delete "temp" folder from "c:\users\[userid folder]\appdata\local".
  • Open Front Office application.
If that too doesn't work, uninstall Front Office, follow step 1 and 2, then delete the "Old Mutual" folder from
C:\Program files(x86) and please re-install the Front Office application.
5. How do I delete the database created by Front Office?
  Delete "Old Mutual" folder from C:\Users\Public\Documents to delete Front Office database. Whenever you open the application after deleting database, it will create a new database for you.
6. I am trying to submit my finalisor but getting error message "application not submitted". What should I do?
OR

I am getting failure message after submitting the finalisor. What should I do?
  Please follow the below steps:
7. Front Office is giving me error "Relationship to the contracting party" where it wants me to give the relationship to the contracting party. What should I do?
  Please refer to the workaround below:
  • Click on "Clients" node in finalisor.
  • Remove the Benefit Recipient role from the Life Covered.
  • Once this has been done go back and re-add the Benefit Recipient role to the Life Covered.
  • Complete the rest of the questions in Finalisor.
8. I am getting "root element is missing" error. What should I do?
  To resolve this issue, kindly delete the folder "Old_Mutual" from "C:\Users\[userid folder]\AppData\Local".
9. I am getting the "Catastrophic failure" error. What should I do?
  Please follow the below steps:
  • Open the "Task Manager".
  • Click on Front Office and "End task".
  • Open Front Office application.
  • If this doesn't help kindly restart your machine.
10. I am getting the below error:
TITLE: .Net SqlClient Data Provider.
Invalid object name 'Version'. What should I do?
  Please follow below steps:
  • Please go to services and scroll down to "SQL Server(SQLEXPRESS)" and check if it's running.
  • Please change the service to run under "Local System account".
  • After changing these setting, please restart your machine and try opening Front Office application.
11. I have created an intermediary and want to change the intermediary code. What should I do?
  You can't change intermediary code once it is created.
You can create new intermediary with correct code.