Troubleshooting Reference Articles

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Use these quick reference guides to help your users and clients troubleshoot issues tha may arise. 

Client Guides

• Knowledge Base Authentication (KBA): You Do Not Qualify or Failed
• Taxpayer Cannot Locate an Email from SafeSend
• Taxpayer is Unable to Sign
• Taxpayer Unable to Sign Entity Return
• Clearing Your Browser Cache

Electronic Signatures

• Adding Document Types
• Mail Merge Closing Unexpectedly

Organizers

• Leading Zeros in CSV Template
• Check Boxes or Text Boxes Misplaced
• Unable to Process Organizer - Client(s) are Deceased, Missing Client Info

Tax Returns

•  Page Continuously Loading - Login Problems After an Update
• Error or Non-Supported Status
• Form or Field Not Recognized
• Knowledge-Based Authentication (KBA) Troubleshooting
• Return Stuck in Uploaded or Preparing for Delivery Status
• Signature Status Not Updating
• UltraTax CS® Recognition Issues
• UltraTax CS® Return Out of Order

Extensions

• Fixing a Duplicate Voucher Conflict

Exchange

•  Unable to Add Outlook® Add-in
• Outlook® Add-In Loading or Replicating Attachments
• Outlook® My Portal Inbox Grayed Out

Next Gen Gather AI

• Check Boxes or Text Boxes Misplaced
• Unable to Process Gather Request