The following is a list of resolved issues.
Known issues that are still in progress are tracked in a separate article.
Click here to view current known issues.
RESOLVED - Smart Links needs attention notification
- Added 02/25/20
- Description: Some users are incorrectly receiving notification about broken Smart Links through SMS or Push notification.
- Updated: We have temporarily disabled broken smart link notifications while we troubleshoot the issue. You should not receive any new broken Smart Links notifications after 2:00 pm (PST) 02/25/20.
- Workaround: You can temporarily disable notifications.
- Status: We are working to resolve this issue.
- Issue ID: TCSUP-1721
RESOLVED - Uploading a document does not remove it from the Tax Pro Request
- Added 01/21/20
- Description: Requested documents are not removed from the Tax Pro Request panel if you upload a document directly then manually associate it with a requested item after the upload process.
- Workaround: There is no known workaround. However, if you have not already uploaded the document then you can upload a requested item from the document menu, reply with an amount, mark it as already provided.
- Status: This issue was resolved 02/05/2020
- Issue ID: MTH-5700
RESOLVED - Fillable PDF data not being saved after the document is signed, reviewed or uploaded (via Complete Form)
- Added 03/11/20
- Description: Data entered into a Fillable PDF on 3/10/2020 or 3/11/2020 was not being saved when the document was signed, reviewed, or uploaded (via Complete Form). This issue has been resolved. However, if you signed, reviewed, or uploaded a Fillable PDF on 3/10/2020 or 3/11/2020 (before 12 pm EST) then we recommend you view the document on the Uploaded Documents tab to confirm all the information is still on the PDF document.
- Workaround: If you signed/reviewed a Fillable PDF document on 3/10/2020 or 3/11/2020 then verify if the data you entered appears when viewing the document on your Uploaded Documents tab. If your data does not appear on the Fillable PDF form then message your tax professional
to re-upload the Sign/Review request. If you uploaded the document (via Complete Form) then delete the document to restore the document as a requested item.
- Status: This issue was resolved on 3/11/2020 (12 pm EST)
- Issue ID: MTH-5795
RESOLVED - Smart Links dialog box not updating when logging in
- Added 02/27/20
- Description: When adding a Smart Links, if the login attempt fails, you don't see the input form in order to try again. If the login attempt is successful then you will see the spinner indicating Smart Links is still attempting to log in. Exit the dialog box then click on that Smart Links again to see the update.
- Workaround: Click Done to close the dialog box. Click the Smart Links again to
- Status: This issue was resolved on 02/28/2020
- Issue ID: DOP-6646
RESOLVED - Smart Links not fetching documents
- Added 02/06/20
- Description: Smart Links that have been successfully connected are currently not fetching any documents.
- Workaround: There is no known workaround.
- Status: We are working to resolve this issue on high priority.
- Issue ID:
RESOLVED - Radio options on fillable forms appear blank on subsequent visits
- Added 02/12/20
- Description: If the fillable form you are entering information in has a radio button, then on a subsequent visit, any radio buttons that were previously selected will appear blank.
- Workaround: You can fill out the form in a single session then sign/review the document without navigating away from the page. Alternatively, if you plan to fill the form over multiple sessions then you can use TaxCaddy mobile app for iOS and Android.
- Status: This issue was resolved on 02/16/202
- Issue ID:
RESOLVED - Amount values with a comma appear as "0" (zero) in a Fillable Organizer Template
- Added 01/24/20
- Description: When completing a fillable form, amount appears as 0 (zero) if the amount entered includes a comma (i.e. 20,000).
- Workaround: Do not use a comma when entering amounts.
- Status: This issue was resolved on 02/16/202
- Issue ID:
RESOLVED - Some users are seeing blank pages in the Document Viewer from Firefox
- Added 02/13/20
- Description: Certain documents appear blank in the Document Viewer when using the Firefox browser.
- Workaround: Use another supported browser (i.e. Chrome, Edge, Safari), or download the document on a secure device then view it on a PDF Viewer like Acrobat Reader.
- Status: This issue was resolved on 02/16/2020
- Issue ID: TCSUP-1472
RESOLVED - Viewing Tax Return does not remove it from the Tax Pro Request
- Added 01/21/20
- Description: Viewing a Tax Return does not remove it as a requested item under the Tax Pro Request panel on the Overview screen.
- Workaround: There is no known workaround.
- Status: This issue was resolved on 01/29/2020
- Issue ID: MTHU-6413
RESOLVED - [iOS] Signature icon not appearing
- Added 7/30/19
- Description: On iOS, the floating Signature icon does not appear on the document if it was opened from the Overview screen. This only occurs if you only have a single requested document available on the Overview screen.
- Workaround: To sign the document, open the document from the Documents screen instead.
- Status: We are working to resolve 09/12/2019 on iOS 3.8
- Issue ID: TCM-2592
RESOLVED - Unable to switch documents from the Document Viewer
- Added 08/16/19
- Description: Unable to switch between documents in the Document Viewer from the drop down menu located on the upper right corner.
- Workaround: Open the document directly from the Document screen.
- Status: This was resolved 08/19/2019.
- Issue ID: MTHU-5752
RESOLVED - Small percentage of users experiencing problems with fillable PDFs
- Added 1/25/18
- Description: A small percentage of users are experiencing an issue in which TaxCaddy is not saving the data they provide in fillable PDFs.
- Workaround: If you encounter this issue, please notify your tax professional. There are instructions for them to resolve this in their Help Center.
- Status: This was resolved 07/11/2019.
- Issue ID: MTH-4163
RESOLVED - Unable to sign documents as a spouse
- Added 2/20/19
- Description: Some spouses are unable to sign the documents. This happens when a user and their spouse sign up with TaxCaddy with individual accounts rather than through an invite sent by the spouse. Once the user does add their spouse, it adds them as an additional user instead of Spouse.
- Workaround: Please contact TaxCaddy Support to manually resolve this issue.
- Status: This was resolved 04/09/2019.
- Issue ID: MTH-3299
RESOLVED - New subcategory does not appear automatically
- Added 3/7/19
- Description: When uploading a document, you have the option to create a subcategory. Once you add the subcategory, it does not appear automatically.
- Workaround: Please refresh the page to resolve this issue.
- Status: This was resolved 04/09/2019.
- Issue ID: MTHU-4969
RESOLVED - Unable to scroll at certain locations where scrolling is required to see the full list
- Added 2/6/19
- Description: Certain panels on the screen would get cut off or not be visible due to a missing scroll bar or an out of reach element on the screen.
- Workaround: No known workaround yet.
- Status: This was resolved 01/24/2019.
- Issue ID: MTHU-4805
RESOLVED - Header and Footer panel not appearing on Document Viewer
- Added 2/6/19
- Description: Header and Footer information not appearing for Requested and Uploaded documents.
- Workaround: No known workaround yet.
- Status: This was resolved 01/24/2019.
- Issue ID: MTHU-4805
RESOLVED - Unable to add a document by sharing it with TaxCaddy on mobile if you manage multiple accounts
- Added 1/29/19
- Description: If you are a TaxCaddy user who manages multiple accounts, this applies to your account. When opening a document on mobile phones in another application other than TaxCaddy, such as your email, if you share it with TaxCaddy, it won't import.
- Workaround: Add the document from within TaxCaddy rather than sharing it with TaxCaddy from another document.
- Related article: Importing saved or downloaded documents on your phone with TaxCaddy
- Status: This was resolved 01/24/2019.
RESOLVED - Deleting documents via the pick list causes error message
- Added 5/2/18
- Description: Deleting a document that was summoned via the pick list will cause an "Oops, something went wrong!" error.
- Workaround: Despite the error, the document will be deleted successfully. Click on the refresh button to return to TaxCaddy.
- Status: This was resolved 01/24/2019.
RESOLVED - TaxCaddy occasionally closes when completing the questionnaire
- Added 11/15/18
- Affected Product: TaxCaddy
- Description: TaxCaddy occasionally closes or logs out while the user is completing the questionnaire.
Workaround: No known workaround yet. - Status: This was resolved 01/24/2019.
- Issue ID: MTH-3892
RESOLVED - Tabbing through fillable PDFs not working as expected
- Added 3/15/18
- Description:When viewing a fillable PDF, users can use Tab on their keyboards to move to the next fillable field. However, the order the fields are selected isn't consistent.
- Workaround: Click in the appropriate field you want to edit.
- Status: This was resolved 11/26/2018.
RESOLVED - Clicking the Back link in document viewer page exits TaxCaddy when visiting from a direct URL
- Added 6/15/18
- Description: The Back link from a document viewer page does not work as expected when visiting the document page directly from a permanent URL (e.g. Bookmark, Copy/Paste). Clicking the link will cause you to exit out of TaxCaddy.
- Workaround: No known workaround yet.
- Status: This was resolved 11/26/2018.
RESOLVED - Enabling notifications that were previously disabled does not work as expected
- Added 6/6/18
- Description: Enabling notifications that were previously disabled by the user does not work, even though the notifications appear to be enabled.
- Workaround: No known workaround yet.
- Status: This was resolved 11/26/2018.
RESOLVED - Using ampersand "&" in a password causes log in error on iOS devices
- Added 8/20/18
- Description: Users with an ampersand symbol "&" in their password are unable to log in on an iOS device.
- Workaround: Log in to TaxCaddy on the web, or reset the password to another password without the "&" symbol.
- Status: This was resolved 11/15/2018
- Issue ID: TCM-1368
RESOLVED - Uploading from Google Drive in the Android TaxCaddy app is not working
- Added 3/2/18
- Affected Product: TaxCaddy for Android
- Description: Some users are unable to connect to Google Drive when selecting Upload from Google Drive in the Android TaxCaddy app.
- Related article: Uploading documents
- Workaround: Open the document in the Google Drive app and then share it with TaxCaddy. See this article for more information on doing this.
- Status: This was resolved 6/22/2018
RESOLVED - Issue listing multiple connection requests
- Added 1/4/18
- Description: When you receive multiple connection requests from more than one tax professional, you can only see one connection request at a time. You can skip to the next request, but you can't go back without refreshing the page.
- Workaround: Refresh the page to start at the first request.
- Status: This was resolved on 3/15/18.
RESOLVED - Users receiving "Document loading error" when opening some documents
- Added 1/25/18
- Description: When opening a document, you may see an error message in the PDF viewer with the title WebPDF Viewer and message Document loading error.
- Workaround: Clear your browser's cache and cookies to resolve this issue. For information on how to clear your cache and cookies, please see the following links to articles provided by the respective software's websites. Please note that these sites are not maintained by the TaxCaddy team. Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari.
- Status: We have identified and solved the cause of this problem in January 2018; however, if you saw the error before we solved the cause, you will need to perform the workaround above.
RESOLVED - Signing up as a spouse with mobile apps not working as intended
- Added 2/16/18
- Description: When signing up as a spouse with the TaxCaddy mobile app, the account will not be created correctly.
- Workaround: If signing up with TaxCaddy as a spouse, please use a browser on a PC, Mac, or tablet.
- Related article: Adding and removing additional user accounts.
- Status: This issue was resolved on 2/19/18.
RESOLVED - Word documents that are converted to PDF can't be opened
- Added 11/28/17
- Description: Word documents that are converted to PDFs and added to TaxCaddy can't be opened.
- Workaround: Native PDFs are working normally.
- Status: Resolved 1/22/18.
RESOLVED - Connection requests from firms without logos cause the Android mobile app to crash
- Added 12/4/17
- Description: When you receive a connection request from a firm that doesn't use a logo in TaxCaddy and you attempt to log in to TaxCaddy with the Android mobile app, the app will crash.
- Workaround: Please log in to TaxCaddy on the web and respond to the request. Once the request has been accepted, you can use the Android mobile app like normal.
- Status: Resolved.
RESOLVED - Forgot Password not working in TaxCaddy mobile apps
- Added 9/28/17
- Description: During the Forgot Password process in the TaxCaddy mobile apps, TaxCaddy is unable to load security questions. Because of this, the process can't continue.
- Related article: Resetting your password
- Workaround: Please use a browser to reset your password rather than the TaxCaddy mobile apps.
- Status: Resolved 10/6/17.
RESOLVED - TaxCaddy occasionally crashing when opening PDFs in Chrome
- Added 9/27/17
- Description: TaxCaddy is occasionally crashing when opening PDFs in Chrome. While Chrome loads a PDF, an error screen will appear that says "Aw, Snap! Something went wrong while displaying this webpage."
- Workaround: If you see this error, you can try again or use a different browser.
- Status: Resolved 10/2/17. If you see this issue, please ensure your browser is up-to-date.
RESOLVED - Moving documents fails and causes an error message
- Added 9/15/17
- Description: When you attempt to move a document to a different category, the move fails, and you see a screen that says "Oops, something went wrong!"
- Related articles: Moving documents to other categories.
- Status: Resolved 9/28/17.
RESOLVED - Push notifications not working on the web
- Added 9/21/17
- Description: Push notifications are no longer being sent on the web.
- Workaround: Email and mobile push notifications are working as normal.
- Related articles: Updating notification preferences
- Status: Resolved 9/26/17.
Comments
27 comments
The issue Moving documents fails and causes an error message has been resolved and added to this article.
The issue TaxCaddy occasionally crashing when opening PDFs in Chrome has been resolved and added to this article.
The issue Forgot Password not working in TaxCaddy mobile apps has been resolved and added to this article.
The issue Connection requests from firms without logos cause the Android mobile app to crash has been resolved and added to this article.
The issue Word documents that are converted to PDF can't be opened has been resolved and added to this article.
The issue Signing up as a spouse with mobile apps not working as intended has been resolved and added to this article.
The issue Users receiving "Document loading error" when opening some documents has been resolved and added to this article.
The issue Issue listing multiple connection requests has been resolved and added to this article.
The issue Uploading from Google Drive in the Android TaxCaddy app is not working has been resolved and added to this article.
The issue Using ampersand "&" in a password causes log in error on iOS devices has been resolved and added to this article.
The issue Clicking the Back link in document viewer page exits TaxCaddy when visiting from a direct URL has been resolved and added to this article.
The issue Enabling notifications that were previously disabled does not work as expected has been resolved and added to this article.
The issue Tabbing through fillable PDFs not working as expected has been resolved and added to this article.
The issue TaxCaddy occasionally closes when completing the questionnaire has been resolved and added to this article.
The issue Deleting documents via the pick list causes error message has been resolved and added to this article.
The issue Unable to add a document by sharing it with TaxCaddy on mobile if you manage multiple accounts has been resolved and added to this article.
The issue Header and Footer panel not appearing on Document Viewer has been resolved and added to this article.
The issue Unable to scroll at certain locations where scrolling is required to see the full list has been resolved and added to this article.
The issue New subcategory does not appear automatically has been resolved and added to this article.
The issue Unable to sign documents as a spouse has been resolved and added to this article.
The issue Small percentage of users experiencing problems with fillable PDFs has been resolved and added to this article.
The issue Unable to switch documents from the Document Viewer has been resolved and added to this article.
The issue [iOS] Signature icon not appearing has been resolved and added to this article.
The issue Viewing Tax Return does not remove it from the Tax Pro Request has been resolved and added to this article.
This issue Smart Links not fetching documents has been resolved and added to this article.
The issue Fillable PDF data not being saved after the document is signed, reviewed or uploaded (via Complete Form) has been resolved and added to this article.
The issue Smart Links needs attention notification has been resolved and added to this article.
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