Troubleshoot Organizers or attachments that won't download
Organizers
or attachments that won't downloadScenario
When you retrieve a
Web Organizer
, you might experience one of the following issues: - Web Organizerwon't download or retrieve.
- Organizerattachments don't download.
Cause
This can come from a variety of situations. Answer the following questions to learn which steps to take next:
Did you rename the client?
If you changed the client ID since sending the organizer, change the client ID back and resend the
Organizer
.If renaming the client doesn't work, restore a backup of the client before the name change and resend the
Organizer
. If you don't have a backup, you'll need to either:- Create and transmit a newWeb Organizerto your client and ask your client to re-enter their information.
- Create a PDF copy of theOrganizerfrom inside the client's portal:
- Have the client sign in to their portal.
- Open theOrganizerand selectCreate PDF.
- Have them send the PDF and any attachments.
- Manually enter theOrganizerinformation intoUltraTax CS.
Did someone else download the organizer or attachment(s)?
Check if someone has already downloaded the
Organizer
:- Open the client.
- Select the down arrow next to the clock icon.
- Go to theOrganizer Web retrievedstatus event.
- It the event is listed, check who downloaded theOrganizer.
Solution
Resend the organizer
After correcting any of the preceding questions, you'll need have the
Organizer
resent back to the preparer.The steps you take to resend the
Organizer
depends on whether your firm has NetStaff CS
portals. Select the correct link for instructions based on your NetStaff CS
use.My firm has
NetStaff CS
- Sign in to secure.netlinksolution.com.
- Select theAdmintab.
- UnderNetClient CS, selectUsers.
- Find the client in the list and select it.noteYou can search for the client by name using the search box at the top of the list.
- SelectView Portal.
- Select the folder with the client's name then select theOrganizer.
- SelectSend to Preparer.noteIfSend to Prepareris grayed out, selectCreate PDFto download theOrganizer, then selectUploaded Tax Documentsin the client's portal to download any attachments. You'll need to use the PDFOrganizerto manually enter information into theUltraTax CSclient.
- OpenUltraTax CSand retrieve theWeb OrganizerthroughCS Connect.
Internal use only
If there are multiple clients affected and the firm doesn't want to manually download and enter the organizer, there may be an option to have the organizer rehung. Talk to the UltraTax Consultant for approval. If approved, the Consultant will contact the TRTAPlatformAnalysts with the Firm ID and client IDs.
My firm doesn't have
NetStaff CS
- You'll need to determine if the client will be able to send theOrganizeragain. There is a setup option inUltraTax CSfor this.
- For 1040 clients: SelectSetup,1040 Individual, theOrganizertab, thenOptions.
- For 1065, 1120 clients: SelectSetup,1065 Partnershipor1120 Corporation, then theOrganizertab.
- Note whether this checkbox is marked or unmarked:Allow the client to choose the Web Organizer "Send to Preparer" button only once and prevent further changes.
- If the box is marked, contact Support at (800) 968-0600 to have theOrganizerresent.
- If the box isn't marked, ask your client to sign in to theirNetClient CSportal, go to theirOrganizerand selectSend to Preparer.
- Once they send theOrganizer, try to retrieve it inUltraTax CSthroughCS Connect.
Internal use only
If a firm requests that an organizer be resent, confirm that there are no underlying issues and follow all the steps listed previously. If necessary, take the Firm ID and client ID of the affected client(s) to the UltraTax Consultant. If approved, the Consultant will email the TRTAProfessionalPlatformAnalysts@thomsonreuters.com with a request to rehang the organizer.
