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Troubleshooting

Error: Documents failed to post

Scenario

You might see this error when printing a document from UltraTax CS or Fixed Assets CS to Onvio.
Error message
Documents failed to post

Causes

This can happen if a client has:
  • duplicate contacts,
  • no TIN,
  • the same TIN as another client,
  • no email address,
  • or no Tax Matters contact.

Solutions

Duplicate contacts
In Onvio, select
Setup
All Contacts
 and search for duplicate contact listings for the client. If the client is listed more than once, check each contact and delete any that don’t have
Client
 selected for the type. Note that a spouse on a joint client can be listed separately from the client contact and should have
Standalone
 as the contact type.
Tax Matters contact
Make sure the client has a
Tax Matters
 contact in Onvio.
  1. In Onvio, select
    Setup
    Clients
     and edit the client receiving the error.
  2. Select
    Relationships
    .
    • If the client has a
      Tax Matters
       Contact, skip to the next solution.
    • If the client doesn’t have a
      Tax Matters
       contact:
      1. Select
        Add
        .
      2. In the
        Relationship
         field, select
        Tax Matters
         Contact.
      3. Give the
        Tax Matters
         Contact a name. All other information is optional.
      4. Select
        Save
        .
Missing TIN or email address
Make sure the client has both a TIN and an email address in Onvio.
  1. In Onvio, select
    Setup
    Clients
     and edit the client receiving the error.
  2. Check the
    Social Security Number
     or
    Employer Identification Number
     field. If the field is blank, enter the client's TIN.
  3. Check the
    Email Address
     field.
    1. If there is no email address, enter one.
    2. Make sure the email address isn't shared with another standalone contact. This could happen if a taxpayer and spouse share the same email.
Duplicate TIN
Make sure the client doesn't share a TIN with another client:
  1. Open UltraTax CS.
  2. Open the client receiving the error.
  3. Select
    Utilities
    Data Sharing
    Relationships
    .
  4. Select the
    Other clients with TIN
     tab.

Prevent the error

To avoid getting this error on other clients:
  1. Print the UltraTax CS client before creating a client in Onvio.
  2. If the client already exists in Onvio, add the TIN and email address so they match the UltraTax CS client.
  3. In UltraTax CS, select
    File
    Print Returns
     and mark
    Preparer copy
     and
    PDF to File
     underneath. Set the
    PDF to File
     location at the top of the window to a location on your local computer. Print it to PDF, then manually upload it to the client’s Onvio Documents directory.
If UltraTax CS printed successfully to Onvio, it will print the preparer copy to the client’s Onvio Documents > Tax Return [Year] > Preparer Documents folder.
Internal use only
  • If the issue is narrowed to the staff member, then open UltraTax and go to
    File
    , then
    Sign out.
    • Close and re-open the application, then try sending the return again.
  • Rename the user preference file.
  • If client-specific, see if there is a
    Foreign address
    . If so, it would be related to ADO 1827656.

This article applies to:

  • PRODUCT: Onvio
  • Audiences: Staff