Tax Prep by Deb

I'm definitely considering other options, and I have been with ATX since I believe 1999. I hate to leave, but I hate not having a company I can rely on either!

Deb!

Problem is... you shouldn't HAVE to post it on this board.

Yes it's great for someone that doesn't want to talk on the phone, but you should have that option.

You should be able to call the company that built your program and get help.

They should be knowledgeable of the product they built.

You should not have to wait 6 hours for help.

It's great that you can fix most problems by yourself.

However, what happens when you have a problem that no one on this board can fix?

And you can't fix it yourself?

You should always be able to refer to the makers of your product for support.

With all the time that all of you spend doing tons of returns for your clients, you shouldn't HAVE to waste time fixing technical issues yourself.

Bottom line is that it's just not your job to do that.

It's the technical support team's job to fix your program issues and if they can't help you, that's a bit ridiculous.

Thanks Nicole! I could not have expressed it better myself. I have been on the phone with tech support two times now for a total of about 6 hours. As of now I still do not have any fix. As far as posting my problem on this community, I did that long before I attempted to call support because I do believe that most here are eager to help and probably can help me or others solve most of our problems. When I posted I had very few people who responded. Beth has done her very best to help me but everything she suggested I had already checked. When I spoke to tech support the person I spoke to had absolutely no idea and I honestly believe absolutely no experience with this program. Therefore he was absolutely of no use to me, however he still got paid for the time spent with me. I on the other hand lost 4 hours of my valuable time without getting paid, and then again Monday on an e-file issue that is still not resolved. The tech people get paid for not helping me, I on the other hand get nothing. That's what is so frustrating!

Again thanks for expressing it the way you did.

Deb!

The only thing I can say, Deb, is that I suspect that it's not so much a deliberate attempt to mislead as simply that those TaxWise techs have no idea what the answer is....... Not that that is any consolation.

Your absolutely right KC. That's the point. If they are not adequately informed by people who do know then why have them anyway?

I suspected from the start that their was probably a communication problem between the computers I even told the one on Friday that I suspected that, but she too took the stand that FTB wouldn't accept them. Had she been better informed I would not have waisted another call on trying to figure it out. I now have an answer I can give to my clients, however if I had simply repeated what they had told me earlier, that FTB wasn't accepting them and my client spoke to someone else who already had their state refund I'm the one left looking with egg on my face. I don't believe anything that has happened this year with support is intentional on the part of the support employees, I feel it's in upper management. But again my question would be: WHAT WHERE THEY THINKING?????

Deb!

Well, at least now I know why. But is it CA not allowing all returns, or just ATX? If its all returns, then why be pissed off? Or don't get pissed off until you know its not CA to be pissed off at!

Actually I found out from a trusted source later today that there is a communication problem between FTB's computer and ATX's and that they are currently working to get it resolved. Had I been told this in the first place I would not have been so upset, but what upset me was how long it took to find out the real issue. I was told specifically by two different support people that they were ready, but FTB wasn't accepting them yet. I researched FTB's site and they have been accepting live returns since January 2.

In the past we have had communication problems early on with FTB and I have had some returns stuck for several days, but I could always get an answer as to what was taking place, my gripe is that people who should know what's going on don't have a clue!

Deb!

I have no problem with software. I have used it for 10 years. I love it. I have to update software everyday. I think the software was good this year for now. RAL and ERC were smooth, better than last year ( That is worth $10 transmitted fee). I will never go to another software company because I don't want to learn their software. ATX is good. ATX is not for everyone. You have to use ATX a few years in order to fall in love their software. Now I am sticking with them.

In the past I would have agreed with you, but after already waisting over 6 hrs with customer support, I'm leaving after this year. I'm through. It can't be any more difficult to learn a new program than what I have gone through the past several days.

Deb!

California E-file update:

After being on hold for about an hours, all I could find out is that according to them Ca is not allowing them to transmit our returns, and they have no projected date in which they will begin!

I am soooooooooo mad right now!

Deb!

California E-file update:

After being on hold for about an hours, all I could find out is that according to them Ca is not allowing them to transmit our returns, and they have no projected date in which they will begin!

I am soooooooooo mad right now!

Deb!

Same here KC.

I always hold my state returns until my federal acknowledgements come back for exactly that reason, however I had my federal acknowledgements back within two hours of transmitting. I then waited until the CA became availabe but that was Tuesday and still haven't received any acknowledgements.

Hopefully sometime today.

Deb!

Is CA FTB taking long to accept transmitted returns? I send my first one last night (Friday. Federal showed accepted Saturday morning; CA is still in the "Validated by EFC" status and is almost Sunday morning. What does EFC stand for?

Thank you.

Lucho,

I transmitted two returns Tuesday and one Friday and none has come back acknowledged. I called support on Friday and after about an hour I was finally informed that they had not yet been sent, but were in the process of being sent. I intend to follow up on Monday so I will keep you posted. I think something major wrong is happening and hopefully I will get to talk to someone who knows more about whats going on than the person I talked to on Friday.

As to what EFC stands for I think it stands for Electronic File Center. It's where I files go until they are forwarded to the agency. Last year it showed validated by ATX. So it's basically the same thing just a different name.

Deb!

According to the software, the CA 8453 has not been approved yet.

Jerry

According to the e-file availability at myatx website it is. I used the ca version of 8879 to get around that issue and was able to create, send, and validate through ATX site. However I have not gotten any acknowledgement back. I was on the phone for over an hour with tech support on Friday and was finally told that they have not been sent but are in the process of being sent. No time frame was given. But research on my part and their part does indicate e-file for California has been approved.

I intend to follow up perhaps Monday morning and will keep you all posted as to the outcome!

Deb!

Are you really locked up? I have thought that in the past, but if it is a particularly large down load it can stay at a certain percentage for quite awhile. I have in the past had to walk away and do something else then come back and it was done.

I don't know if that's the case with you, but it has happened to me.

Deb!

Client has Debt code of "N" for Federal but for Ohio, she has a debt code of "I"....What is "I"?

Just guessisng here because I'm in California but could it be institution? From earlier posts it was suggested that a judgement from the courts, attorney fee, ect.... might be taken when State tax returns are filed. Is it possible this is you situation with this client?

Deb!

Has anyone been able to get a CA e-file acknowledged? If so when? I transmitted two on Tuesday and they are still showing validated. Has anyone contacted customer support regarding this? I plan on doing so after my lunch and would appreciate hearing from anyone that is still having problems. Maybe perhaps I can spare you all a long waite as I check on the status.

Deb!

Yes I have a mapped drive specifically allocated to ATX. Some years ago a wonderful tech support guy had me move everything up on the latter, so to speak so my networked computer didn't have to look to hard. Basically to access the ATX folder from the networked computer I click onto the mapped drive, then each year of my programs have their own separate folder.

I have tried to follow every piece of info ATX guys have ever given me and I never change anything on my own. Although I know a little (very little) about a computer, I can usually follow step by step instructions. As far as calling Tech Support I haven't tried today because they already posted they were having problems with their phone lines, and frankly I just don't have time to play the waiting game today!

Thanks again,

Deb!

Okay try this, make sure the program is not running any computers first.

I'm assuming you are running XP.

From the server

If you navigate to the ATX2007 folder, open it, and right click on the Masters folder

Choose Properties

There should be a Securities Tab

You need to adjust under here so that any user that will be using the program has full access rights to this folder.

It should just be a matter of adding checkmarks to the Allow column. Apply these setting, then restart the workstation computer and try the above technice to remove the read only and see if we get an error.

If this doesn't work let me know and we'll try something else...

Beth,

I looked at the security tab as you suggested under the one that states permissions for everyone it's already checked all the way down except that one that says special permissions. I looked at exactly the same setting on the other years programs and there does not seem to be any difference. Last year when I had a similar problem the tech guy basically had me go through a similar process, so I've carefully considered my permission settings in 06 with that of 07 and I can't see any difference.

Maybe I'm not looking at what you want me to see, but hopefully we can get this straightened out. Thanks soooooo much for your help and concern!

Deb!

Thanks for replying. I guess we can keep each other posted! I've checked the ATX site and they have nothing listed as a problem, however this usually happens this early in the game.

Deb!

Has anyone from California received any acknowledgments yet? I sent two files yesterday and still not received my acknowledgements?

Deb!

Thanks Beth!

Deb!

Congratulations!

Deb!

You would right click on the ATX2007 folder, don't open it.

Choose preference.

In the preferences window, down at the bottom there is a read only box, usually marked in green.

Click on that to remove the green and click apply.

Do you get an error message or do you see some little files move across the screen and the green go away?

Or did you finally get through to tech support and get it straightened out already?

Beth,

I did what you suggested and I did get an error message when I got to the master1040 folder. It stated access denied.

I'm quite sure it's what you guys have stated, a permission issue, but what bugs the heck out of me is how they (the programers) change this every year. I DO NOT CHANGE ANY SETTINGS! The only time a change has been made to any of my computer settings, permissions, ect... has been when I encounter a problem with this program!

I've put off calling support because of the horror stories I read, however I guess I'm going to have to do it. I will be out of my office the rest of today, however I guess it will be number one priority tomarrow.

Thanks again!

Deb!

When using the Self-Select PIN, Do we need to filled the Date signed Box? And What about the ERO PIN? Is it that another PIN# that I have to generate? I am an old fashion person that was so confortable using form 8453. I would appreciate if someone with the patience like that of JOB to give me the instructions on how to complete those boxes so I can start my season this coming weekend.

Thank in advance.

God bless this forum

Yes, you have to put the date signed or you will not be able to create the e-file. You also must select a ERO Pin and you must use the same pin throughout the filing season as this will act as your electronic signature. It's really not that difficult and you will grow to love it in time.

Deb!

ERC has been doing such an awesome and commendable job here for over 8 months and he can't be doing this without resources. Saying Thanks and giving him a big hand is not enough. I just clicked on "Donate" and urge others to do the same.....just a few dollars from each of us can help to keep us all together, and we need each other now as we never have before.....

I totally agree. I hit that button yesterday and will probably do it again before the season is over. There's no reason one person should have to pay the bill for all of us to benefit!

Deb!

Deb,

Let's try something else, from your workstation, navigate to the ATX2007 install folder, right click on it, choose properties. There should be a read only box that is marked (this is marked by default, that's normal), remove the mark and click apply. Do you get an error message or does it change ?

If you get an error , then it is an issue with the way your permissions are setup.

Beth,

Can you give me step by step? I went over to the work station, I have ATX mapped as a drive per instructions, I navigate to the ATX2007 program, do I right click here? Or do I double click then look for install folder? I don't see an install folder do you mean netsetup?

I guess I'm just not seeing what you want me to see!

Thanks, Deb

As frustrated as I've been since April of last year, don't be to sure! I'm definitely going to shop around next year. I'm the type that really wants basics, and as far as transitions go well I don't see how it can be much worse than this! I have one computer networked that is useless to me unless I can get some help. I'm going to try support, but I'm not holding my breath!

Deb!

I am not entirely sure exactly what the problem is, I have seen this before when some files on the server are set to read only. There is a support file called Setatrib which will adjust all these for you, the file should be located on your ATX CD, in the TaxPrep folder and then Support ( I think as I am now doing this from memory), anyway run the file on the ATX2007 install folder, make sure the proram is not running on any machines. Then see if that helps. This particular issue can have several different causes so it is difficult to troubleshoot without being on the phone ...

Hope this helps.

Thanks for trying Beth, but it didn't work. I still have the problem. I guess I'm going to have to break down and try to get some help through support, but I know before I even start it's going to be a night mare!

Thanks again!

Deb!