Possible causes for the scanner not activating The scanner may not be connected to the computer: Verify the scanner is properly connected to a USB port. Drivers may not be installed. To verify if the drivers have been installed: In Windows, pre... Read More

  IMPORTANT: The method below requires Microsoft Excel and Microsoft Word installed on your computer.     Click Lookup on the top toolbar. Click Extended on the top toolbar. The "Search Field Setup" window will open... Read More

To update a Transfer installation (non-transmitting copy of the program), a copy of the updates from the Transmitting PC will need to be manually moved over.  QUICK RESOLUTION STEPS Step 1: Back up files on up-to-date program From inside th... Read More

Symptoms When installing or uninstalling the program, the following message appears:  ’Another instance of this setup is already running. Please wait for the other instance to finish and then try again.’   Cause This issue can oc... Read More

Symptoms When verifying a return, the following message appears: ’FRM 8879 PIN Signature Date Invalid’    Cause This issue occurs if an invalid signature date is entered on the 8879, or if the date or time on the computer... Read More

Symptoms While installing updates, states or additional products, the following error message appears: ’Unable to open: software/1040us0 ERROR_ACCESS_DENIED Access is denied.’File Access Error Cause This issue can occur if any of... Read More

Symptoms When attempting to print a check, the following error message appears: ’Abort Interrupt! Unable to read check image’  Cause This behavior can occur if the program is not updated to the latest version. Before performing... Read More

 Go to www.irs.gov and click on Tax Pros at the top corner of the page.  Click on Access e-Services in the center of the page.  Click on E-file Provider Services.        Click on Access e-file Application in the center ... Read More

Here you will find a list of Knowledge Base Articles that are tax phase specific. Description Suggested Article Phase TIME For CHANGE Software System Requirements All Season Oct-April E-Filing Prior Year Tax Returns All Season Oct-April E... Read More

TERMS OF SERVICE FOR ONLINE TAX PREPARATION SERVICES - TAX YEAR 2021 BY CLICKING THE "ACCEPT" BUTTON OR ACCESSING OR USING THE SERVICES, YOU ARE ENTERING INTO AND AGREEING TO BE BOUND BY THE TERMS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO THE TE... Read More

 PRIVACY POLICY Central Site Important Information: Please read this carefully as we have made updates to our Privacy Policy. This Privacy Policy goes into effect September 2020.  At Central Site (“CPTS,” “us,” �... Read More

Ensure the scanner is a supported scanner. KB 284 Approved Compatible Bar Code ScannerThe Most common used scanner is the DS6707-DC. There will be some additional numbers and letters after the DC. The model number is found on a sticker next... Read More

During the install, a shortcut is added to your desktop. This shortcut provides a quick and convenient way to access the software. This article provides steps on how to restore a deleted shortcut and how to create a shortcut for a workstation when... Read More

Before installing signature pad models, confirm that the model is supported by the software: View Supported Signature Pad Models (KB 548) UNPLUG THE SIGNATURE PAD BEFORE STARTING THIS PROCESS. To download Topaz drivers click here. If prompted, cl... Read More

How to Install the Program Step 1: Download and install the program  Download link: EMP Portal contains current link for program. Download the file. Double-click the file downloaded to begin the installation (If prompted by Windows, click '... Read More

  This networked printer problem is broken down into two main troubleshooting areas: Hardware and Software. The following procedure assumes a networked client machine is trying to connect to a shared printer that is physically installed on a netw... Read More

The Transfer Return function is used to move a tax return from one install to another install (Example: 2 PCs NOT in the same network). To transfer the return, some form of portable media is needed (e.g. a flash drive, portable hard drive, etc). Ste... Read More

IMPORTANT:  The method below requires you to have OpenOffice Writer installed on your computer. OpenOffice can be downloaded from http://www.openoffice.org/download.   Printing mailing labels using OpenOffice Writer 1. Open the program... Read More

Before installing signature pad models, confirm that the model is supported by the software: View Supported Signature Pad Models (KB 548)... Read More

From the main PC, follow the steps below to locate the name of a Main computer (Host PC). Steps will differ depending on the version of Windows.  Windows 8 Click on the Start Button . In the search box, type Computer. Right click... Read More

Symptoms While attempting to print in the program, the following error message appears. ’Print Tax Return - Cannot be Transferred on Transmitting Computer’    Cause This error will occur if the program is configured as a ... Read More

Moving EFIN  Information   Step 1: Back up files on up-to-date the program 1. In the program, go to Utility>Updates and click the Create Disk(ette) Tab. 2. Select the EFIN check box (and any other updates to transfer), click Browse to sele... Read More

Configuring a receipt range IMPORTANT: If there are unnetworked multiple workstation computers in your office, it is recommend to stagger the receipt range numbers to prevent overlapping. For example: Workstation Receipt Range Workstation One  ... Read More

A Setup Error   In attempting to install or uninstall the software, the following message appears:  'Setup has detected that unInstallShield is in use. Please close unInstallShield and restart setup. Error 432.'   This issue can... Read More

Restoring and Applying The Update Files   The following provided steps are shown to restore and apply program updates from a backup:  1. Insert the portable media in the computer. Windows will assign a drive letter to the media. Note this d... Read More

All computers must be in "private/home/work network. Avoid Public Network.  Read More

Symptoms While launching the software. ’There was a problem loading display Fonts. Please reboot your system to reset windows fonts cache. Do you want to continue the application without the fonts?’ Cause Font cache issues Resolu... Read More

This article provides steps on how to remove the Tax Software Program. Important Note: Uninstalling the program through Apps & features does not remove any tax information or stored data. Removing The Program From a Computer with Windows 11 Navi... Read More

Preventing the Windows Security Warning   NOTE: Exit all programs, including Internet Explorer (if it is running). Click Start, and then click Run. Type the following command in the Open box, and then press Enter:       ... Read More

Changing a Computer's NameHaving multiple computers with the same name on a network can be very problematic.NOTE: If the main computer's/server's name is changed, it will be necessary to remap all the shares for every year on all ... Read More

Symptoms When attempting to open a file, a Windows security message appears: ’These files can’t be opened’   Cause This behavior can occur when attempting to open a file that has been downloaded from the Int... Read More

Symptoms When starting the program on a workstation computer, the following error message appears: ’Windows cannot access the specified device, path or file’   Cause This issue can occur if the Internet Explorer security se... Read More

Symptoms When attempting to capture a signature using the Topaz Signature Pad, the following error message appears:  ’Cannot open clientsignature.pdf from host’    Cause This issue can occur if the version of Adobe R... Read More

Symptoms: When opening the Tax Client you are prompted with the following error:  ’RemoteApp ErrorThe program did not start on the remote computer. For assistance, contact your system administrator.’ Resolution: Re-configure the Hos... Read More

Symptoms When installing the program, an error message similar to the following appears:  ’Error 1324. The path XXXX contains an invalid character.’    Cause This issue can occur if there is no “C:” drive on... Read More

Symptoms While opening the program, the following error message appears: ’Xlink hardware exception C0000005!C:\xlinkYY\overlay\opcodes.000 at: 5ED0’ Cause This issue can occur if the program was not updated properly, possi... Read More

Permissions Registry The following error message appears in attempting to open Office Setup, Printer Setup, or Local Setup:  The cause for this error message is that certain settings in the program are saved to the registry on the local c... Read More

Issue When selecting a return for transmission, the only option available is to transfer a return.  Cause The program is configured as a Transfer computer.   BEFORE proceeding with resolution PLEASE verify that there isn't a transmitting c... Read More

Symptoms When opening a tax return, an error message similar to the following appears:  'Tax Return Already Open. Override Lock Out?'      Cause This issue can occur if the tax return is open on another copy of the p... Read More

The Taxpass mobile app provides the ability for taxpayers to submit return information to their preparer. Taxpayers may manually enter the mobile app ID or scan the QR code that is generated during or after their Taxpass account registration. Click ... Read More

Symptoms When attempting to open the program on a network workstation, the following error message appears: Cause This issue occurs when the shared data folder is not shared with the full control permission. Resolution 1: Share the folder wi... Read More

To Print a Check To print checks, Adobe Acrobat will need to be installed on the computer. Verify Adobe Acrobat Reader is installed or download a free copy from the Adobe’s website before proceeding. Log in to your account at www.refund-advanta... Read More

How to share "Hosts" install folder for networking purpose. Open File Explorer on the "Host" machine  Main PC where program was installed or database files are located. Locate the xlink## folder (by default C: drive) Right click on xlink## fol... Read More

Symptoms When attempting to send email or using TextLink, the following message appears: ’Error - ICLRMetaHost::GetRuntime failed’ Cause This occurs when the computer does not have the required .NET Framework. Resolution Close t... Read More

Control and View Remote PC using Chromebook... Read More