If you see the message "Please launch Solution Builder before retrieving the quotes" when trying to source or view protection quotes, this is caused by Solution Builder not having been properly initialised for that specific case. The fix is straightforward.
Why this error occurs
Solution Builder requires an initialisation step the first time you use it on a case. If you navigate directly to view quotes without completing this step, the system cannot find the required session record and shows this error. This is a known platform issue (ADO Bug #89294) that can affect certain cases.
How to fix it
Navigate to the protection case where the error is occurring.
Go to the Demands and Needs section or the Protection Policy page.
Click Launch Solution Builder — do not skip this step.
Wait for Solution Builder to fully load and initialise.
Once Solution Builder has opened, you can proceed to retrieve or view quotes as normal.
If the error persists after launching Solution Builder
Log out and log back into the Smartr365 portal, then repeat the steps above.
Check that your Solution Builder credentials are correctly saved under Settings > Third Party Credentials.
If you see a different error such as "Invalid Login Credentials" or "Password Expired", you may need to update your Solution Builder / iPipeline credentials — see the relevant guide for resetting credentials.
If the error continues, contact Smartr365 support with your case ID and describe the steps you have taken.