Textlink / Email Failure


Symptoms

In the attempt to send a text message or email a return, one of the the following error message occurs: 

’Send Email - Failure! user, password or similar was not accepted and we failed to login

Send Email - Failure! (-67) user, password or similar was not accepted and we failed to login

’Send Email - Failure! Error – Connection failed, timed out, or authentication failed.'

Cause

This error occurs if any of the following statements are true:

Resolution

This error has multiple resolutions, the resolutions are listed in order of most common first. 

More than one resolution maybe needed to resolve the error.

Resolution 1: Register SendText.dll (Applicable in Software prior to Tax Year 2021) 

  1. Open the program as an administrator (in Windows Vista / 7, be sure to right click on the icon and select “Run as Administrator”).
  2. Click on Setup>Office Setup.
  3. Select the TextMsg/Email Tab.
  4. Click the Activate TextLink Button and wait for the successful responses. 
  5. Click OK when prompted until returned to the TextMsg/Email Tab and attempt to resend.

Resolution 2: Verify the Gmail user name and app generated password.

  1. On the Setup menu, click Office Setup.
  2. Click the TextMsg\Email Tab.
  3. In the Email box, type the desired Gmail email address.
  4. In the Password box, type the Google App password. (See KB: 304 How to setup Google App Password Using 2-Step Verification)
  5. Click OK and then try to send a text message.     

Resolution 3: Verify that the required data is on the Client Data form.

  1. Cell phone number
  2. Email address
  3. Check the box if customer agrees to receive text messages
  4. Cell phone Carrier field has the appropriate data

Resolution 4: Load Unlock Captcha (Must follow steps 1-4 for this to work)

  1. Close the tax preparation program.
  2. Open internet browser Log out of Google account & load the following:
  3. Log back into Google account then log into tax preparation program.
  4. Test Email or Text function.

Resolution 5: Confirm Send to Email is selected in 1040 Return Printing

  1. On the Setup menu, click Printer Setup.
  2. Click the 1040 Return Printing Tab.
  3. Confirm that Send to Email is selected at the bottom of this section.

Final Resolution

  1. Reboot PC

Send the message to less than 100 recipients at a time
 
Google text limits the amount of text messages one can send to 100 recipients at a time. If a batch text message is being sent (the same text message to a large group), try to limit the size of the group to less than 100. 

 

 

 



Article ID: 401
Created: Thu, Sep 8, 2016
Last Updated: Thu, Jun 30, 2022

Online URL: https://kb.erosupport.com/article-401.html