Troubleshoot internet transmission problems

WebAdmin — Mon, 01 Mar 2010 07:09:00 GMT

Abstract:

Summary

Trustfile software transmits your filings and/or payments to the state via your Internet connection and Trustfile servers. The following notes will help you troubleshoot any problems you encounter while transmitting. This information is also helpful to Trustfile Support when troubleshooting this problem with you.

Instructions

Follow these steps to troubleshoot internet transmission problems and to gather more information about the problem.

Were you able to transmit for the last filing period?

If so, what has changed on your system since then? Changes that may affect transmission include:

installed firewall software (i.e., Norton Internet Security, MacAffee, etc.)
reinstalled Trustfile software (there may be settings that need altering again)
installed new hardware (i.e., a router, firewall, etc.)
new Internet provider (i.e., AOL, Bellsouth, etc.)
new computer
upgrades to existing computer (Windows Updates included)

Verify that you meet the following system requirements:

Internet Explorer 5.5, Service Pack 2 or higher
Windows 98, NT 4.0 SP 6, ME, 2000, XP, 2003 Server, or Higher

How do you connect to the internet? Verify your internet connection is working.

Do you connect via DSL, cable, a T1, dialup, etc.? To verify your connection is good, visit a web site you do not normally visit. For example, www.microsoft.com.

If using a DSL connection, visit a web site and then try to transmit again. Sometimes DSL connections will go idle; browsing to a web site will reestablish the connection.
If using AOL, disable any parental controls if they are set. The controls block inappropriate we

2010 Frequently Asked Questions

WebAdmin — Fri, 22 Jan 2010 04:44:00 GMT

Abstract:

Trustfile 2010 FAQ

Software Download

How do I get access to the software download?

Click here to go to the new TrustFile User Center, or go to: https://www.Avalara.com/Login/TrustFileAccount.
Troubleshoot firewalls and internet transmission

WebAdmin — Thu, 14 May 2009 04:27:00 GMT
Abstract:
Summary
Firewalls can prevent you from transmitting your taxes via internet. The following information will help you troubleshoot transmission problems caused by firewalls.
Instructions
All firewalls must adhere to the following requirements to allow transmission:
- Port 443 is open for inbound and outbound transmissions (this is the SSL port)
- Allow access to Trustfile's IP address: 69.2.33.165
- Allow for SOAP
- Allow header
It may be easier to disable the firewall while you transmit. Then reenable afterwards. The following articles include instructions for disabling some of the more popular firewalls. This list will continue to grow as we gather information from customers.
- Q10082: Disable the Internet Connection Firewall (Windows XP) and the Windows Firewall (Windows XP, SP 2)
- Disable Norton Internet Security or Norton Personal Firewall (PDF of these instructions is attached to this article)
More Information
Firewalls are only one factor to consider when troubleshooting internet transmission problems. Refer to article Q10077 for more troubleshooting tips.
Amending Forms

D.Wells — Fri, 13 Feb 2009 02:29:00 GMT
Abstract:
Florida File Amended Returns
If you find yourself in a situation where you must retransmit a return, you may have to unlock your forms. To do this you will have to place a file in your working directory.
To find out what your working directory is, go to your Help Menu > About Florida File. The working directory will be listed. Note your working directory and paste a blank text file in there named "amend.dat".
Follow these instructions to create this file:

Contact Trustfile

D.Wells — Tue, 20 Jan 2009 23:22:00 GMT
Abstract:
Trustfile Contact Information
Phone: (877)222-0187
Hours: Monday - Friday, 7:00 - 4:00 Pacific Standard Time
Web: www.trustfile.com
Sales: sales@trustfile.com
Support: support@trustfile.com
Mail:

Avalara
435 Ericksen Ave. N.E.
Suite 250
Bainbridge Island, WA 98110

Use the communications log to troubleshoot transmission (Dynace applications)

D.Wells — Tue, 20 Jan 2009 01:21:00 GMT
Abstract:
Summary
This topic is updated as more information is available. Please check back often.
If you are transmitting via internet, the communications log records the communication between your computer and the Trustfile server. If you are transmitting via BSWA Dialup (FL, SC) this log records the communication between your computer and either BSWA. Trustfile strongly encourages all filers to transmit via internet if possible.
Instructions
To view the communications log, open the software and select Reports > Communications Log. Note the message and then compare it with those listed below.
This log file is also located on your computer in the program's working directory, with the filename comun.log (by default C:\Program Files\Trustfile\application\comun.log). The log file may be viewed with any text editor such as Notepad.
See article Q10109 for a list of transmission error messages and how to resolve them.

More Information
This article does not apply to all Trustfile software. Please note the product listing to the right. If your product is not listed, refer to article Q10085 instead. This article does not apply to paper solution software (i.e., GAFile ).
Troubleshoot installation

D.Wells — Tue, 20 Jan 2009 01:14:00 GMT
Abstract:
Summary
If you are experiencing problems installing the software, consider the following troubleshooting tips.
Instructions
Troubleshooting tips for installation:
- Does your computer meet Trustfile's system requirements? The related articles provide general requirements (they vary by product family). Refer to Trustfile's products page for application-specific requirements.
- Are you logged in as an administrator? You must have administrative rights to install Trustfile software.
- Are you receiving an error message? Note the error number and message. Search the knowledgebase for the error number, or browse to your product's installation articles.
- Did you use the software in the past? If so, are you able to access the prior year software without issue? Were you ever able to access the current year software? When did the problem start? Did anything change on your system recently (i.e. a new computer, upgrade, etc.)?
- Is the CD bad? Try the CD in another computer to verify it is a good CD. Or if you do not have another computer, try a different CD in your computer to verify that your CD drive is working. If you suspect you have a bad CD, contact Trustfile for instructions on downloading the software.
- Did you download the complete setup file? If downloading the software, verify that you downloaded the complete setup file. The size of the file should be at least 20 MB. To check the size of a file, right click it and select Properties.
- How complete is the installation? Checking these items will help you determine when the installation process
Change your short date format

D.Wells — Tue, 20 Jan 2009 01:12:00 GMT
Abstract:
Summary
Changing your short date format can resolve some issues with the tax table in GAFile (Georgia sales tax software).
Instructions
Follow these steps to change your short date format:
1. Click Start > Control Panel (or Start > Settings > Control Panel).
2. Double click Regional and Language Options.
3. Click the Customize button.
4. Then click the Date tab.
5. The short date format is located in the middle of the dialog. Choose the format you need.
6. Click Apply and then OK.
7. Click OK to close the Regional and Language Options dialog.
More Information
These instructions apply to Windows XP, SP 2. Your system may be slightly different in terms of dialog titles and menu items.
Transmission errors and resolutions

D.Wells — Tue, 20 Jan 2009 01:11:00 GMT
Abstract:
Summary
This article provides a list of possible transmission errors and links to the resolutions for each. This article is updated as more information becomes available. Please check back often.
Instructions
The following error messages will be located on your transmission (or communications) log. The following articles provide instructions for accessing the log files:
- Q10084: FLFile, LAFile, SCFile, TNFile, WIFile users
- Q10085: all other users
Error Messages - Internet filers
The following error messages apply to internet filers only.
- Q10093: Version check failed...
- Q10094: Duplicate filing / a filing already exist...
- Q10095: Get access permit unsuccessful...
- Q10103: Could not establish a connection with Trustfile...
- Q10104: Unexpected HTTP Status code of 404...
- Q10097: ActiveX component can't create object
- Q10105: Connector: Connection time out. HRESULT=0x800A1527
- Q10106: WSDLReader: XML Parser failed
- Q10107: Library not registered
- Q10098: TaxProc
Client: Soap client not initialized

D.Wells — Tue, 20 Jan 2009 01:10:00 GMT
Abstract:
Symptoms
After transmitting, your communications log says "unanticipated error: soap client not initialized."
To view the communications log, open the software and select Reports > Communications Log.

Cause
The program uses a Microsoft protocol to send transmissions. This is called the “simple object access protocol” or soap. This soap program may become damaged or altered by another program, causing an error message, such as "get access permit unsuccessful" when you transmit.

Resolution
Download and install the soap toolkit, and msxml (links to these are included below).

Trustfile Knowledge Base

Troubleshoot internet transmission problems

2010 Frequently Asked Questions

Troubleshoot firewalls and internet transmission

Amending Forms

Contact Trustfile

Use the communications log to troubleshoot transmission (Dynace applications)

Troubleshoot installation

Change your short date format

Transmission errors and resolutions

Client: Soap client not initialized