Troubleshooting suggestions

Following are some suggestions to help make electronic filing trouble-free. These suggestion are categorized as follows:

"Tips for avoiding common reasons for rejection"

"Tips about the status of electronically-filed returns and extensions"

"Situations involving the HomeBase EF Center"

"Situations involving the transmission of returns or extensions"

"Situations involving rejected returns or extensions"

"Solving problems with acknowledgments"

"Getting information from the IRS"

"Getting electronic filing technical support information"

Tips for avoiding common reasons for rejection

The following guidelines will help you avoid some of the common reasons that electronically-filed returns are rejected by the IRS or state taxing authorities.

Error-checking. Use error-checking while you’re entering data. Go to the View menu and verify that there’s a check mark before Error Alerts. If there isn’t, click Error Alerts and a check mark should appear.

SSN and DOB. Verify the client’s social security number (SSN) and Date of Birth (DOB) with the Social Security Administration (SSA) before you file.

Spouse’s last name. If you’re preparing a Married Filing Joint return, verify that the spouse’s last name on the return matches the spouse’s last name on his or her Social Security card.

Form W-2. Make sure the employer’s name and federal identification number on the actual Form W-2 match the information you’ve entered in the Smart Worksheet near the end of the Form W-2 Worksheet.

Forms W-2G, 1099-R, and 1099-G. Make sure the payer’s name and federal identification number on the actual Form W-2G, Form 1099-R, or Form 1099-G match the information you’ve entered in the Smart Worksheet near the end of the Form W-2G Worksheet, Form 1099-R Worksheet, or Form 1099-G Worksheet.

Tips about the status of electronically-filed returns and extensions

A return that has been rejected by the IRS or state taxing authority will show a status of Return Rejected in the Status column of the HomeBase EF Center. An extension that has been rejected by the IRS will show a status of Extension Rejected in the Status column of the HomeBase EF Center.

Updating a return’s status or an extension’s status. A return’s status or an extension’s status might be updated when you receive electronic filing acknowledgments from the Intuit Electronic Filing Center or when you connect to the Intuit Electronic Filing Center to transmit returns.

Checking new acknowledgments. New acknowledgments are listed in the Electronic Filing Transmission Log with the transmission information.

Different status for federal and state returns. The status message for a client’s federal return may be different from the status message for the client’s state return(s). For example, a client’s federal return may be Accepted and the client’s state return may be Rejected. The IRS and the state taxing authorities have different electronic filing regulations, and they might not process returns in the same amount of time.

Refiling state returns. If you file a client’s federal and state returns together and the federal return is accepted but the state return is rejected, with ProSeries you can’t refile the state return electronically unless it is for one of the seven independent states. Instead, you will have to print returns for states other than the seven independent states, then file those paper returns by mail. The seven independent states are California, Illinois, Maine, Maryland, Massachusetts, Minnesota, and New York.

Rejected Returns report. To view a Rejected Returns report of all rejected returns, go to the File menu, choose Electronic Filing, choose Reports, then select Rejected Returns. The Rejected Returns report lists all client returns that have been rejected by the IRS or state taxing authorities, with rejection reasons and solution steps to correct the returns.

Rejected Extensions report. To view a Rejected Extensions report of all rejected extensions, go to the File menu, choose Electronic Filing, choose Reports, then select Rejected Extensions. The Rejected Extensions report lists all client extensions that have been rejected by the IRS, with rejection reasons and solution steps to correct the extensions.

Following are some situations that you might encounter along with suggestions on how to resolve those situations.

Situations involving the HomeBase EF Center

The following situations involve the HomeBase EF Center:


Situation...	Troubleshooting suggestions...
The EF Center is blank with a gray background and no gridlines, even though there used to be client information in the EF Center.	In many cases, this situation can be resolved by running Database Maintenance and HomeBase Tune-up. Take the following steps: 1. Run Database Maintenance. Start ProSeries, select the Form 1040: Individuals view in HomeBase, then go to the HomeBase menu and choose Database Maintenance. 2. Run HomeBase Tune-up. Make sure ProSeries isn’t running, then go to the Windows taskbar, choose Start, point to Programs, point to ProSeries 2002, then choose HomeBase Tune-Up. 3. Call Technical Support. If the preceding steps didn’t resolve the problem, call ProSeries Technical Support for assistance.
The Status column in the EF Center shows “Return Duplicate SSN” or “Extension Duplicate SSN” for one or more returns.	This status is displayed when there are duplicate SSNs (Social Security Numbers) in HomeBase. This situation can occur if you used the Split MFJ Return command to create two MFS (Married Filing Separate) returns from an MFJ (Married Filing Joint) return. To electronically file a return, there can only be one federal return per SSN in the HomeBase Form 1040: Individuals view. First, check that an SSN wasn’t entered on a client’s Federal Information Worksheet incorrectly. If there was an SSN data entry error, correct it on the Federal Information Worksheet, then check the HomeBase Form 1040: Individuals view to see if you resolved the situation. If there wasn’t an SSN data entry error, take the following steps to correct this situation: 1. Select the Form 1040: Individuals view in HomeBase, then click the SSN/EIN column heading to sort your client data by SSN so you can easily identify the duplicate SSNs. 2. Determine which file with a duplicate SSN you’re going to file electronically, and which file(s) with the same SSN you aren’t going to file electronically. 3. Use the commands on the Client File Maintenance menu to back up the files that you aren’t filing electronically to a different directory or to external storage media. 4. In HomeBase, select the files (with the duplicate SSN) that you aren’t filing electronically, go to the File menu, point to Client File Maintenance, then choose Delete.
The Status column in the EF Center shows “Return Duplicate DCN” or “Extension Duplicate DCN” for one or more returns.	This status is displayed when there are duplicate DCNs in HomeBase. To electronically file a return, each DCN in the HomeBase EF Center must be unique. To correct this situation, take the following steps: 1. In the HomeBase EF Center, scroll to the right, then click the Return DCN column heading to sort your client data by DCN so you can easily identify the “duplicate” DCNs. Note: The DCNs for federal and state returns that are jointly electronically filed (also known as JELF) are supposed to be the same. 2. Open the federal return with a duplicate DCN that has not been filed, then go to the Electronic Filing Information Worksheet. Note: If neither return has been filed yet, it doesn’t matter which return you open. 3. Scroll down to the Declaration Control Number section, then click the third part of the number. (It appears in blue.) 4. Press the DELETE key, then press the ENTER key to insert the next available DCN. 5. Go to the File menu and choose Save Client. 6. If there’s a state return that is jointly electronically filed with the federal return, go to the File menu, choose Go to State/City, select the JELF state, then click OK. 7. Go to the File menu and choose Save Client to save the state return with the new DCN. If you are filing federal extension form (Form 4868) electronically, take the following steps: 1. In the HomeBase EF Center, scroll to the right, then click the Extension DCN column heading to sort your client data by DCN so you can easily identify the “duplicate” DCNs. Note: There aren’t any DCNs for state returns in the Extension DCN column. 2. Open the federal return with a duplicate DCN that has not been filed, then go to the Form 4868 Electronic Filing Information Worksheet. Note: If neither return has been filed yet, it doesn’t matter which return you open. 3. Scroll down to the Declaration Control Number section, then click the third part of the number. (It appears in blue.) 4. Press the DELETE key, then press the ENTER key to insert the next available DCN. 5. Go to the File menu and choose Save Client.
Preparers in your firm are preparing returns for electronic filing on more than one stand-alone computer and you’re seeing “Return Duplicate DCN” or “Extension Duplicate DCN” messages in the Status column of the EF Center.	When ProSeries software is installed on a computer, the DCN (Declaration Control Number) counter is set at “00001” in the Electronic Filing section of the Options dialog box. The ProSeries program assigns that number to the first federal return (or extension) that’s marked for electronic filing, then increments the DCN counter by “1.” As each subsequent federal return (or extension) is marked for electronic filing, the program assigns the current DCN to that return (or extension), then increments the DCN counter by “1.” Change the number in the DCN counter in the ProSeries Options dialog box on all but one computer. (For example, set the counter to “10001” on one computer, “20001” on another computer, etc.) By advancing the DCN counter in the ProSeries program on each stand-alone computer, each return marked for electronic filing will be assigned a unique DCN.

Situations involving the transmission of returns or extensions

The following situations involve the transmission of returns and extensions:


Situation...	Troubleshooting suggestions...
You’re being asked for an Electronic Filing password when you attempt to transmit, but you didn’t set up an Electronic Filing password.	If an Electronic Filing password was set up in last year’s ProSeries program, it was transferred to this year’s program. Tips: If you know your Master password but not your Electronic Filing password, enter your Master password when you’re prompted to enter your Electronic Filing password. To stop ProSeries from asking for an Electronic Filing password, go to the Options dialog box, select Passwords, then look at the Electronic Filing Transmission Password section. Enter your Electronic Filing password in the Enter existing electronic filing password field, then click the ProSeries should always prompt for the electronic filing password when transmitting tax returns box to remove the “X.” To change your Electronic Filing password, go to the Options dialog box, select Passwords, then go to the Electronic Filing Transmission Password section. Enter your existing Electronic Filing password in the first field, then enter your new Electronic Filing password in the second and third fields. If you don’t know your Master password or your Electronic Filing password, call ProSeries Customer Service.
You’re receiving the message “No valid master EF record found” when you attempt to transmit.	You typically receive this message when your firm has been electronically filing returns or extensions from more than one computer and the ProSeries program on the computer where you’re receiving the message is trying to retrieve an acknowledgment for a return that’s not on that computer. Take one of the following approaches to resolve this situation: Solution 1 - Purchase then install the network version of ProSeries so all workstations will have access to all returns. Solution 2 - Process electronically-filed returns and extensions from one computer. Solution 3 - Ignore the error message. Caution: If your firm is electronically filing from more than one computer, the DCN counter for each computer should start at a substantially different number from the other computers so you don’t encounter the problem of duplicate DCNs. Change the number in the DCN counter in the Electronic Filing section of the ProSeries Options dialog box on all but one computer. (For example, set the counter to “10001” on one computer, “20001” on another computer, etc.)
You want to recall a return or extension that you transmitted to the Intuit Electronic Filing Center.	You can’t recall a return or extension that you’ve transmitted to the Intuit Electronic Filing Center. However, if a return or extension is rejected, you can correct the problem and resubmit the corrected return or extension.

Situations involving rejected returns or extensions

The following situations involve electronic rejection codes (ERCs) and rejected returns or extensions:


Situation...	Troubleshooting suggestions...
You received electronic rejection code (ERC) 029 for a return.	The return was routed through a different IRS Service Center than the one you typically use. Your EFIN isn’t registered with that other IRS Service Center. Submit a revised Form 8633 (Application to Participate in the IRS e-file Program) to the IRS. Make sure you select all IRS Service Centers (Andover, Austin, Cincinnati, Memphis, and Ogden) on line 3f so your EFIN will be registered for each center. Contact the IRS Service Center that rejected the return. To identify that service center, go to the EF Center, then scroll across to the Service Center column. You might be able to fax a copy of your revised Form 8633 to the service center.
You received electronic rejection code (ERC) 5xx (500 through 528) for a return.	The IRS sends electronic rejection code (ERC) 5xx (500 - 528) when information (such as a Social Security Number) in the return doesn’t match the data in their records or if this data has already been used in another return filed this year. Important: The Intuit Electronic Filing Center and ProSeries Technical Support cannot assist you with correcting 500 series IRS rejects because they are not related to the ProSeries software. You will need to follow the solution steps outlined in the rejected acknowledgment and verify that all data entered in the return is correct and matches what is in the IRS records. For more information about specific ERCs from 500 through 528, see the rows below.
You received ERC 500, 501, 503, 504, 512, 514, 524, or 525.	These ERCs indicate that the name and Social Security Number (SSN) or the date of birth of the taxpayer, spouse, or a dependent don’t match information in the IRS records. The IRS gets this information from the Social Security Administration (SSA). Therefore, the taxpayer will need to contact the SSA (at the phone number indicated in the reject description) to verify the information that the SSA sent to the IRS. Tips: These ERCs may indicate that the date of birth on record is incorrect if the taxpayer, spouse, or dependent must be within a certain age range to qualify for a particular tax credit (such as child tax credit or Earned Income Credit). If a return is rejected because the primary taxpayer’s SSN is incorrect and you discover that there was a data entry error, print the Intuit Electronic Filing Postmark Report before correcting the SSN, then correct the SSN and resubmit the return. (This provides the original date and time of filing. The IRS treats all Social Security numbers as unique filings, so when you resubmit the return after correcting the SSN, the resubmitted return is treated as a new return because it has a different primary SSN.)
You received ERC 502, 505, or 520.	These ERCs indicate that the employer’s or payer’s name and the Federal Identification Number don’t match the information in the IRS records. Make sure the employer or payer name and the Federal Identification Number on the actual paper copy of Form W-2, W-2G, 1099-R, and 1099-G matches the information that’s entered in the Electronic Filing Smart Worksheets (found near the bottom) of each of these income worksheets in the client’s ProSeries federal return.
You received ERC 506, 507, 508, 509, 511, 513, 515, 526, 527, or 528.	These ERCs indicate that the IRS already received a return this year containing one of the Social Security numbers used in the return you are submitting. The taxpayer needs to contact the IRS if they believe this is an incorrect error and do not want to remove the SSN in question from their return. However, the return will usually need to be filed on paper when this happens.
You received rejection code (ERC) 372 or 373 for a return.	Electronic rejection codes 372 or 373 are automatically sent when electronically-filed returns are rejected with 500 series ERCs and those returns have children claimed as dependents. You can ignore ERC 372 and 373, but you must fix all 500 series ERCs.