ERO Knowledge Base

Backup & Restore

5

How to Turn a Training Return Into a Live Return How to Restore a Deleted Tax Return How to Restore Backup Returns through the Desktop program How to Backup Returns in The Program How to Add a ’Bank Product’ (RAC) to a Tax Return

How to Add a ’Bank Product’ (RAC) to a Tax Return How to Backup Returns in The Program How to Restore Backup Returns through the Desktop program How to Restore a Deleted Tax Return How to Turn a Training Return Into a Live Return

Bank Products

48

How to Remove a Bank Application From a Return Error Message: "Stale Check Voided by the bank, Please contact the issuing bank"Validation Error: RT/ERC Request But No Bank Application Attached Error Message: Check Numbers Overlap with existing Check Inventory Appears When Attempting to Activate Checks How to Choose a Bank Cash Card as a Refund Disbursement Method

What is an Easy Advance or Fast Cash Advance? (All Banks Data)How to Reprint Checks in The Desktop Software RAC FATAL ERROR (Not able to queue return after printing bank docs)How to View Status of a Bank Application Verify Error "Invalid RT/ERC Account Number - Check Setup Options"

Billing & Fees

19

How to Enter The Amount For a Referral Coupon How to Add or Remove The Prior Year Balance on The Invoice How to Pull The Previous Year’s Billing Scheme Data Into The Current Year’s Software Wallet Setup for Remote Signature, Return Fee, and Prior Year Return Fee PayJunction API Information

Itemized Form Billing Summary does not appear on the invoice Special Fee Processing How to Update a State Billing Schedule Billing Changes not reflecting on Tax Return (Reload Billing)How to Disable Invoicing

Error Message

99

When accessing Custom URL tab program error occurs TaxPass when accessing client list getting program error: invalid_request Erroneous Error: Wallet temporarily disabled due to unpaid wallet invoices &/or insufficient funds.Wallet Invoice Error List/Codes Error Message: Software Error/Interrupt! Abt (DIRFETCH: Wrong DCNX)

Business Module Access Not Permitted Error: Invalid ID Issued Date on The Bank App Error Message: "Script Compile Error: Duplicate Label..."Error Message: "Cannot open clientsignature.pdf from host" When Attempting to Capture a Signature Using The Topaz Signature Pad Error Message: "Startup Abort! Abt(Software CRC Error)"

Installation & Networking

26

Error Message on Network Workstation: Unable to open safe.dat Error Message: Startup Abort!!! >DB2 Load Error: (030)Error message: Error 1324. The path XXXX contains an invalid character.Error Message: Windows cannot access the specified device, path, or file When Opening The Program on a Workstation Computer Error Message: Setup has detected that unInstallShield is in use... Error 432. While Installing or Uninstalling The Program

How to set the Icon Image on a Desktop Shortcut How to share "Hosts" install folder for networking purpose.Error Message: Setup has detected that unInstallShield is in use... Error 432. While Installing or Uninstalling The Program Program Installation Wizard Display Malfunction How to Troubleshoot a Shared Network Printer

Mobile Website

3

TaxPass User Setup Guide How to View Imported Images TaxPass when accessing client list getting program error: invalid_request

TaxPass when accessing client list getting program error: invalid_request How to View Imported Images TaxPass User Setup Guide

Preparer & ERO

15

EIN is a Required Field in Paid Preparers, Yet Not All Paid Preparers Have an EIN How to Create a Login Account How to Configure Automatic Setup For Completing Preparer’s Information in a Tax Return How to Configure The Program to Automatically Complete The EFIN/ERO Information in a Tax Return Error Message: "Your access authorization level of ADMINISTRATOR is inadequate for the requested function Send Text Message."

Error Message: "Your access authorization level of ADMINISTRATOR is inadequate for the requested function Send Text Message."How to Add a Remote Signature For a Paid Preparer How to Configure The Program to Automatically Complete The EFIN/ERO Information in a Tax Return How to Add a Remote Signature For an EF Originator How to Configure Automatic Setup For Completing Preparer’s Information in a Tax Return

Printing

86

Program Error ’wrong when connecting with SSL’Error Message: "Stale Check Voided by the bank, Please contact the issuing bank"Error Message: Check Numbers Overlap with existing Check Inventory Appears When Attempting to Activate Checks PDF Document is Blank with requested RemoteSign Remote Signature Not Receiving Signed Document

How to Print The Check Register Invalid Characters or Symbols During Printing Error Message: "Stale Check Voided by the bank, Please contact the issuing bank"How to Print Mailing Labels Using OpenOffice Writer Error Message: This file cannot be opened because it has no pages in Printing a PDF Return Copy

Rejects & Refusals

11

Common IRS Rejections (rejects)IRS.gov Links for Identity Theft Refusal: The SSN is already sent by other UserID to Service Bureau Central Site Refusal: Return Submitted by Another User ID Rejection: Primary SSN and Primary Name Control Text Must Match The E-File Database

Common IRS Rejections (rejects)How to Paper File an RT return (refund transfer/bank application)Rejection: Primary SSN and Primary Name Control Text Must Match The E-File Database Identity Protection PIN (IP PIN) Location For The Taxpayer, Spouse or Dependent Rejection: "Electronic Filing Identification Number (EFIN) in the Return Header..."

Reporting

24

Error Message: "Startup Abort! Abt(Software CRC Error)"Creating Extended Report for Bank Products with Check Print Dates How to Create and View a Custom Report Using The Extended Lookup Feature How to Run a Fee Payment by Site and Date Report How to Send a Text Message Using TextLink and Extended Reports

How to Run a Fee Payment by Site and Date Report How to Run a Status by Creation Date Report How to Create and View a Custom Report Using The Extended Lookup Feature How to Print an Extended Report How to Run an IRS ACK Counts Report

Scanner & Document Archive

10

How to Add an External Document to The Document Archive in a Return Error message: Software Error/Interrupt!! DlgMake (WEBROWSER) Error: (100) While Opening Archived Documents Error Message: File is too big - File size Exceeds 5MB How to Delete a Scanned Document How to Install the Motorola Symbol Scanner For Use With The Program

Approved Compatible Bar Code Scanner Error Message: Software Error/Interrupt! Abt (Bind or Listen failed on TCP H)How to Move Files in Document Archive How to Import a Document Into a Return Scan Button Not Activating Scanner in The Program

Setup

74

How to Auto-Generate Taxpayer PIN EIN is a Required Field in Paid Preparers, Yet Not All Paid Preparers Have an EIN How to Locate The Product Version of The Program How to Create a Login Account Locating/Printing E File Summary Page & IRS Tracking Number location

How to View a Printable Version of The Program Reference Manual How to Configure a Default Printer in The Software Working With Client Letters How to Auto Add State to a Tax Return How to Set Up Default Printing of The Spanish Client Letter

Signatures

19

Not Able to Capture Remote Signature Remove Pending Remote Signature How to Use The Remote Signature (Desktop Version)PDF Document is Blank with requested RemoteSign On-Screen signature attempting populates Error regarding Topaz Signature Pad is not installed

Error Message: "Cannot open clientsignature.pdf from host" When Attempting to Capture a Signature Using The Topaz Signature Pad How to Install The Scriptel Signature Pad Error Message: Federal Return not selected to print in Capturing a Signature Using The Topaz Electronic Signature Pad Supported Signature Pads How to Install The Topaz Signature Pad

System Utilities

14

Error message: Software Error/Interrupt!! DbChain () While Opening a Tax Return How to Remove a Service Bureau Lock How to retrieve returns into the Desktop Software Error Message: DataBase Access Error ’incorrect aes key’Error message: dirXXXX Accessing: dirXXXX C:0000000. crc error on page header

Error Message: DataBase Access Error ’incorrect aes key’How to Use The Bulletins Feature in The Program How to retrieve returns into the Desktop Software Duplicated Preparer IDs on The Paid Preparer’s Screen How to Remove a Service Bureau Lock

Tax Forms

146

First-Time Homebuyer Credit Account Look-up (Form 5405)How to Create And Electronically File Form 7004 (Business Extension)Georgia Unborn Child Tax Deduction Valid Social Security Number (SSN)American Rescue Plan ’Lookback’

Deceased Child Prior to SSN Issued / Death or Birth During The Year Today’s Appointments - Informational How to Remove a Service Bureau Lock How to Correctly File Deceased Taxpayer or Spouse Error Message: State attached does not include any forms in Verifying a Return

Textlink

10

Program Error ’wrong when connecting with SSL’How to Send a Text Message Using TextLink and Extended Reports Setup Workstation For Textlink How to Send a Text Message to All Clients With Checks Ready "Error - ICLRMetaHost::GetRuntime failed"

How to Activate Textlink How to Configure Textlink How to Test TextLink TextLink - Configure Google to Work with TextLink Textlink / Email Failure

Transmission

22

Error Message: Software Error/Interrupt! Abt (DIRFETCH: Wrong DCNX)Error Message: "Return Locked on Current SSN by Service Bureau"Descriptive Marking of a Completed Tax Return How to Electronically File The Federal And State Tax Returns How to Enter a Communications Password in The Program

Error Message: "Return Locked on Current SSN by Service Bureau"Error Message: Login Refused Serial Changed When Transmitting Error Message: Software Error/Interrupt! Abt (DIRFETCH: Wrong DCNX)How to Submit a Return to Central Site For Diagnostics Error Message: "Communication to Central Site Already Active for ans19 Override lockout?"

Updates

9

How to Install State Packages How to Locate The Product Version of The Program How to Restore And Apply Program Updates From a Backup Applying Software Updates Error Message: Startup Abort!!! >Abt (Software CRC error) Error: (020)...

How to Move Updates to a Transfer Installation Error Message Prerequisite: Update file missing Error Message: Unable to load module, overlay/stack.000 Error Message: ’File Access Error...." While Installing Updates Error Message: Startup Abort!!! >Abt (Software CRC error) Error: (020)...

Verify Errors

33

Verify Error navigates to Wet Signed Date location on the Information & Status page.Verify Error: Package Not Loaded for Form : 01 Verify Error: ID Issuance Date Invalid Verify Error: IRS Direct Deposit Reject Cd 44 - See Details W2 has $0 Entry for SS Wages or Medicare Wages

Error Message: State attached does not include any forms in Verifying a Return Verify Error: Package Not Loaded for Form : 01 Verify Error: Print Bank Documents Before Printing Final Tax Return Error Message: Site ID Not Found in Database Add or Correct When Verifying a Return Verify Error "No Client Pass-Through Account Information" Available on Bank Application

Wallet

8

Erroneous Error: Wallet temporarily disabled due to unpaid wallet invoices &/or insufficient funds.Wallet Invoice Error List/Codes Inadequate Authorization Prompt for Wallet with Administrator access Wallet Reconciliation (Unpaid Invoices/Unable to send Remote Signatures)Wallet Setup for Remote Signature, Return Fee, and Prior Year Return Fee

Wallet Setup Wallet FAQ Wallet Error: Invalid Signature with ACH Authorization Wallet Setup for Remote Signature, Return Fee, and Prior Year Return Fee Wallet Reconciliation (Unpaid Invoices/Unable to send Remote Signatures)