2007 TAX YEAR ERO TRAINING - MODULE 8 1

In this lesson we will cover: Learn how to make changes to your site

information Running Tech Setup and what problems it

solves What is DBRepair; when should you use it How to set Windows XP font sizes How to be prepared when you call TaxWise

Customer Support

ERO Module 8: Technical Tips

2007 TAX YEAR ERO TRAINING - MODULE 8 2

Send an email or fax to TaxWise Customer Support 1-866-743-5748

Updating the information with just CCH will not fix future problems Must contact your State

Administrative Specialist (ADS) to update the information at the IRS

Updating your site information with CCH

2007 TAX YEAR ERO TRAINING - MODULE 8 3

Contact TaxWise Customer support for transmission codes Allows one EFIN to

transmit for another EFIN CCH Customer support

can change transmitter relationships

Sites should also update information with their SPEC Relationship Manager

Requesting Transmission Codes

2007 TAX YEAR ERO TRAINING - MODULE 8 4

• Generally used to refresh parts of the TaxWise installation

• This is the most powerful troubleshooting tool built into TaxWise

• First step performed with most calls that are routed to Technical Support

Reasons you might be askedto run Tech Setup

2007 TAX YEAR ERO TRAINING - MODULE 8 5

Functions performed by running Tech Setup

• Registers the printers and modems that have been installed in Windows to be recognized by TaxWise

• Configures ODBC data sources for the TaxWise database

• Registers DLL files for TaxWise reporting

2007 TAX YEAR ERO TRAINING - MODULE 8 6

• To access this file:» Open My Computer» Open the drive where

TaxWise is installed» Open the UTS08 folder» Open the TWTech folder» Double-click on

Setup.exe Commonly referred to as

running Tech Setup

Setup.exe is located in the TWTech folder

2007 TAX YEAR ERO TRAINING - MODULE 8 7

• Built-in TaxWise Utility:

» Repairs database files that might have been corrupted

» Restores ‘Created’ dates to returns that are missing them

» Confirms the integrity of return data

» Populates the database with return information

What is DB Repair?

2007 TAX YEAR ERO TRAINING - MODULE 8 8

• Open My Computer• Open the drive

where TaxWise is installed

• Open the UTS08 folder

• Double-click DBrepair.exe

Running DB Repair

2007 TAX YEAR ERO TRAINING - MODULE 8 9

Repairing Database Files That Might Have Been Corrupted

• Repair headers and indexes is selected by default

» Cannot be un-selected

• Enable Advanced Repair can be selected if a normal repair is unsuccessful

2007 TAX YEAR ERO TRAINING - MODULE 8 10

Restores Created Dates To Returns missing Date Created

• Check this option every time that DBrepair is run

• Will populate the database with Created Dates for any returns that are missing Date Created

2007 TAX YEAR ERO TRAINING - MODULE 8 11

• Confirms the integrity of return data

• This option usually should not be checked » Repair headers and

Indexes will correct any errors with the data

Use Check Data Integrity to confirm the integrity of return data

2007 TAX YEAR ERO TRAINING - MODULE 8 12

Populate the Database With Return Information

• Populate DB from returns will populate the database with any missing return data

• This option should be checked every time DBrepair is run

2007 TAX YEAR ERO TRAINING - MODULE 8 13

A Completed DBrepair Session

• Displays Done at the bottom of the log

• Displays a return count• Displays the number of

returns that were added to the database

Note: The circled ‘error’ message is common and is not truly an error. It is letting you know that there is no DB entry for that file. Most of the time you will notice it is referencing the Tax Form Defaults file. (4I000000.000 for 2004).

2007 TAX YEAR ERO TRAINING - MODULE 8 14

• TaxWise may be missing buttons from or have buttons cut off of certain windows

» Caused by issues with resolution and font sizes

• Picture illustrates missing buttons on the Communications and View/Edit Print Packets

Change the Font Setting to correct problems with the display of TaxWise

buttons

2007 TAX YEAR ERO TRAINING - MODULE 8 15

Accessing Windows XP font settings

• Right-click on a blank spot on the desktop

• Select Properties• Click the Settings

tab• Click the Advanced

button• Change the

settings in the drop down box

2007 TAX YEAR ERO TRAINING - MODULE 8 16

Two Options Inside of the Drop Down Box

• The top illustration displays the incorrect setting. » Makes the computer

fonts too large for TaxWise to display

• Select Normal size (96 DPI) for TaxWise to display properly

2007 TAX YEAR ERO TRAINING - MODULE 8 17

When calling, know your EFIN Must enter prior to being

transferred to a Customer Service Representative

Be at your computer Write down the exact error

message Describe the exact function

you were performing when you received the error

Know the SSN when checking the status of a return

Tips for getting the most efficient Customer Service

2007 TAX YEAR ERO TRAINING - MODULE 8 18

In this lesson we have covered: Making changes to your site information Running Tech Setup and what problems

it solves DBRepair and when should you use it Being prepared when you call TaxWise

Customer Support What questions do you have ?

Module 8 Summary: Technical Tips