NetFirm CS / NetStaff CS: Alerts and notices

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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
05/10/18 MFA login Notice 05/10/18 Error when attempting to eFile from UltraTax CS saying MFA is not enabled

We have identified an issue where users that are using VO/SaaS either through full licenses or for Org/Web Employee only may receive an MFA prompt on login, but not when accessing their software. This means they get prompted when logging into NetFirm but receive an error when attempting to eFile from UT saying MFA is not enabled.

This issue stems from the user having the same login credentials for both NetFirm and CS Web. We are working towards a permanent fix for this; in the interim the user can follow one of the below steps in order to bypass this error.

  1. Log into CS Web and NetFirm and enable MFA in both areas.
  2. Change their login name for either NetFirm or CS Web but not both. The user will then need to use the new unique NetFirm login.
  3. Change the password in either CS Web or NetFirm but not both. The user will then need to use the unique NetFirm password.
03/28/18 NetStaff CS/NetClient CS 2017.4.3 Verified 03/30/18 Files in some temporary File Exchange folders are not deleted after 14 days
Our development team is aware of the issue and working to resolve it. The current workaround is to manually delete selected files from Temporary folders as needed.
Please add occurrences with Firm ID and details to TFS 1395973.
03/01/18 NetStaff CS/NetClient CS Notice 03/12/18 “Try again later. Your computer or network may be sending automated queries…” when logging into an inactive program

After 30 minutes of inactivity in CS Professional Suite programs or Accounting CS Client Access, the screen will lock. We have received sporadic reports of users getting a pop-up error message when they attempt to log back in stating “Try again later. Your computer or network may be sending automated queries. To protect our users, we can't process your request right now. For more details visit our Help page.” The issue can be reproduced if you enter an incorrect password and press Enter. The current workaround is to press the F5 button to reload the page and login again.

Please add your firm ID to TFS 1370834.

02/26/18 NetClient CS Mobile App Notice 02/26/18 Users may have issues logging into the NetClient CS Mobile app on devices running the IOS operating system

Users may have issues logging into the NetClient CS Mobile app on devices running the IOS operating system (iPhones, iPads.) To correct this issue, have the firm add a Login Screen logo. This issue is scheduled to be fixed in the Summer of 2018.

  1. Have the NetStaff Firm Admin log in to www.netlinksolution.com
  2. Go to Admin > Utilities > Appearance
  3. Scroll down to the Login Screen Logo section
  4. Choose the option to Use Header Logo for login screen
  5. Scroll back to the top of the page and click the NetClient CS Mobile tab
  6. Mark the option to Use Web Logo
  7. Click Enter to save the changes
02/08/18 VO/SaaS 2/8/18 Resolved 03/04/18 Resolved: Some attachments are removed when forwarding plain text emails

Resolved: This is related to a Microsoft update (see Microsoft KB4011123). We tentatively plan to release the update to Virtual Office/SaaS on 03/02/18. The workaround is to forward messages with attachments as HTML instead of plain text (see Change the message format to HTML, Rich Text Format, or plain text).

01/24/18 ALL N/A Verified 01/24/18 N/A Phishing E-mail
There has been a confirmed phishing e-mail being sent to CS Professional Suite users from cs.service@thomsreuters.com. Below is a facsimile of the email being received.

Hello,

Your account has been Approved, you are all set but do not forget to verify your CS Professional Suite Account.

CLICK HERE to verify your CS Professional Suite Account.

*Link Expires in 24 hours

If you speak with a customer that has received this e-mail, please contact the Support-Incident Management team.

12/12/17 VO/SaaS N/A Notice 1/8/18

Screen flicker when attempting to enable Multi-Factor Authentication

Some users with a % or & in their password may experience a flickering screen when entering their password to enable MFA and the enable process will not complete.

Workaround: change the password to use a different special character and proceed with enabling MFA.

12/12/17 VO/SaaS N/A Resolved 1/12/18 N/A

RESOLVED: PPC Add-ins do not load or PPC Docs are read-only when accessed from Engagement CS or Workpapers CS

RESOLVED: PPC Add-ins do not load or PPC Docs are read-only when accessed from Engagement CS or Workpapers CS.

Workaround: Start the Citrix Session by launching Word or Excel prior to opening Engagement CS or Workpapers CS to ensure that the PPC Add-ins load properly.

This situation may be user/profile specific. Please enter in a CF Request with the following:

  • Login Credentials and specific times WSAdmin may log in and investigate
  • Steps to duplicate
  • Specific title\doc they are launching
  • How are they launching it? i.e. from Checkpoint tools directly or adding through Engagement or Workpapers
    • Occurs with all engagements? Or specific engagements?
  • Is the user also loading the GFR Addin?
  • Was the workaround of launching word or excel first in their session successful?
12/7/17 Web Builder File Share, Onvio, Practice Forward or MyPay account N/A Notice 12/7/17 N/A

Linked Accounts Temporarily Disabled

Linked Accounts in Onvio have been proactively disabled for the time being in order to track down an issue. This can affect users with accounts linked to Web Builder File Share, Onvio, Practice forward or MyPay accounts. The Linked account drop-down will be unavailable when the user logs in and also during the registration process. If users contact Support about missing linked accounts, please send the following information to the TRTA Professional Platform Analysts group. Linked Firm IDs What Firm IDs were linked (ex: 999 linked to 123) Login (email address) with missing linked accounts

12/4/17 VO/SaaS Notice 12/4/17 How to access your CPE Certificate(s)

Did you know you can view or download your CPE Certificates for Thomson Reuters courses by logging in to your CS Web Account? For instructions, see Obtaining your CPE Certificate(s) via the My Account page.

11/28/17 VO/SaaS N/A Notice 11/28/17 N/A

Firm delegate and License PIN

As firms update their license PIN, update address, contacts, and other processes that require a Licensee, a Firm Delegate cannot be assigned in the absence of the licensee. The Firm Delegate option is only available for firms that are a NONA (non-accounting) type or an Enterprise type firm. For more details on firm types, see the Internal: Firm types article. For more information on the Delegate process, see the Modifying the firm delegate role article.

11/21/17 VO/SaaS N/A Notice 11/21/17 N/A

Virtual Office firms prompted to enter a license PIN

If you use Virtual Office CS, a license PIN is only required for CS Professional Suite applications you access locally. In some cases users may be prompted to enter a license PIN if their applications were not renewed early or could not be auto-renewed. In EMS, check that their application license is current. If so, regenerating their license will resolve this. To do so, navigate to Applications > License > Generate license.

11/14/17 VO/SaaS N/A Notice 11/14/17 N/A

Removal of keyfiles from VO and SaaS

WSAdmin is implementing a Citrix change that removes key files from VO and SaaS. Communicate issues through Web CF, if they appear. We are happy to announce a change in the Virtual Office Environment that should fix some legacy problems, improve the customer experience, and reduce the incoming support calls in the Web Services queue. After Wednesday (11/15/2017), new users will be created without any key files. Legacy users will convert to the new system after the first log into Virtual Office. This means that there will be a different approach to troubleshooting some of the older issues that renaming key files has fixed in the past. We believe that many of the problems our users have had will completely disappear, but it is difficult to predict new issues that might appear. We will be monitoring support through the CF and CPT shifts. It is important to note that the CF is the best first option for assistance. CPT should be involved if system changes need to be made in the background that includes file renames, restores/backups, and in depth account troubleshooting. If you aren’t sure which one to go to, please contact the CF, and they can direct you to CPT, if necessary. These changes are being made after consulting with Citrix contractors; who reviewed and recommended these changes to improve log in performance and reduce potential technical issues and incoming support calls. Additionally, these changes are being tested extensively before being deployed to the production environment.

11/3/17 VO/SaaS N/A Notice 11/3/17 Notice Notification of CSA/CBS being removed from VO/SaaS on 12/31/17

Access to Creative Solutions Accounting (CSA) and Client Bookkeeping Solutions (CBS) on Virtual Office CS and SaaS ends on 12/31/2017.  If you have any Client Bookkeeping Solution (CBS) Clients you will need to transition them to Accounting CS as soon as possible to prevent your clients from experiencing any interruptions in service.

Accounting CS, Accounting CS Payroll and Workpapers CS™ replace the features and benefits of CSA. Here are some steps to complete before December 31, 2017:

1. Review the following resource: Transitioning From CSA to Accounting CS Services

2. Complete remaining client conversions now if you haven't already

3a. Ensure the safety of your historical data — here's what you need to know to move data off SaaS and store locally:

In addition, historical reports can be exported if there is no document system in place: CSA: Exporting Reports to Excel® Readable Format

3b. Here's what you need to know to move data off Virtual Office CS and install locally:

Backing Up Data From Virtual Office CS or SaaS Applications

For Virtual Office CS users, the instructions for installing applications from the website can be found here:

07/27/17 NetFirm CS N/A Notice 07/27/17 N/A

NetFirm Admin Restore Utility not showing clients to Restore

This is a known issue for some firms using the Vo-csvnas-126 filer. If you are also unable to restore their data through the VO-Minibar, please visit the Web CF about manually restoring from snapshot. This call should be coded as an ADMIN Restore in Flash which is not billable. See TFS 1116576 for more information http://tfstta.int.thomson.com:8080/tfs/DefaultCollection/CSWeb_DMSSupport/_workitems/edit/1116576?fullScreen=false

06/29/17 Security ALL Notice 06/29/17 Notice Phishing Email Scam

We have been made aware of a Phishing Email Scam that has been sent to some CS Professional Suite users. The Phishing Email asks for 'Re-Validation of Login Credentials'. This was NOT sent by Thomson Reuters. It is an attempt to trick practitioners into revealing their login information. Please do not click on 'Login' button in this email.

If you receive a call about this from a user send the Firm ID, contact name, email address, and details of the message received - including the email address the email address was sent from - to the Command Center.

06/28/17 Platform N/A Notice 06/28/17 N/A Responding to questions regarding Petya ransomeware

For users asking questions about this, here is the approved Thomson Reuters customer statement regarding Petya ransomware.

"Thomson Reuters takes the security of its global systems seriously. We are well aware of the latest, highly publicized, Petya ransomware attack that has impacted a number of organizations around the world, and our systems continue to function normally.

We are continually monitoring our systems to ensure the protection of our customers’ information and achieve consistent reliability of our products and services.

In the event customers experience any difficulties, they should contact their customer representative as usual.

05/30/17 Notice 05/30/17 N/A "Reminder: Web Services price increase effective June 1, 2017

The 2017 price increase for web products - Virtual Office CS, Software as a Service (SaaS), Web Builder CS, and/or NetClient CS - takes effect June 1, 2017. The first invoice reflecting the price increase is on July 12, 2017. To view your billing statement, log in to your NetStaff CS® administrator portal, and go to Admin > Utilities > Reports and click Billing Report. For assistance discussing price increases, see Internal: Positioning tips for price increases.

A communication about the price increase was sent to the Web Admin on May 11, 2017. The communications sent varied based on product mix. To view a copy of the email a user received, use the Recent Firm Communication portlet available through MKT.

05/25/17 Security Fixed 06/01/17 Notice Resolved: "Unable to confirm password" error message when enabling or disabling multi-factor authentication via CS Web
The issue causing users to receive this error message when enabling or disabling multi-factor authentication for their CS Web account has been resolved. Users who cannot access their CS Professional Suite application or the website due to an inaccessible mobile device, should follow the steps for logging in when your mobile device is not accessible.
04/03/17 Security N/A Notice 04/03/17 N/A Customer Inquiries on Browser Security Messaging for Web Builder CS Sites

Note: note that this text should not be copy/pasted for external distribution by staff

Due to recent updates in certain web browsers, Web Builder CS pages (as well as many other sites across the web) are being categorized as “Not Secure” in certain circumstances. The security messaging is not a result of changes in Web Builder CS, but rather a move by these browser providers to elevate consumer awareness of the importance of online security.

Positioning:

  • Thomson Reuters takes information security and data privacy seriously, and is investigating these new browser warnings.
  • We are aware that certain browsers, specifically Chrome and FireFox, have recently changed the manner in which they provide security information about the pages a user is browsing.
  • While Web Builder CS web pages are themselves not secured via HTTPS protocol, the log in and connection to NetClient CS and the usage of our client portals is fully secure and utilizes the latest SSL encryption. Firms can be confident that clients that use their website to log into NetClient CS portals are doing so in a secure, private, and safe manner.
03/28/17 VO/SaaS N/A Notice 03/28/17 Notice Terminal Server Performance with UT16

When in a terminal server environment (including VO/SaaS) users can experience heavy delays and Not Responding messages with UltraTax 16. In Citrix Environments (Including VO/SaaS) the Not Responding state may affect multiple applications at once.

Note: that per the TFS Item listed below this issue is Fixed for UT17 forward, but is likely to remain for UT16.

Note: Normal troubleshooting for performance related issues is still necessary and recommended. VO/SaaS Firms: Similar behaviors may simply be the result of connectivity issues. Please ensure you are testing these firms connectivity via the following article prior to reporting them on the below TFS.

http://cs.thomsonreuters.com/ua/practice/cs_us_en/kb/pingplotter-installation-and-usage.htm
03/14/17 VO/SaaS N/A Notice 03/14/17 N/A Emails sent from Outlook on VO/SaaS are delayed or not sending (not applicable to Exchange users)

1. You may be using old email settings. Please see the following topic for instructions on how to properly configure your POP3 account: Configuring Outlook 2016 to receive POP3 email in the Virtual Office CS or SaaS environment.

2. If you would prefer to send email from Outlook on VO/SaaS but not receive email, please follow the steps in this topic: Configuring a POP3 account to send only in Microsoft Outlook in Virtual Office/SaaS.

03/09/17 Security N/A Notice 03/9/17 N/A Update to internal procedures for change of address requests

In an effort to ensure requests to update demographic information are valid the following changes are effective immediately:

At this time CS Web accounts with administrative permissions can still make these requests. We can only accept requests submitted by the licensee. We are currently looking in to ways to restrict this.

03/06/17 Security N/A Notice N/A N/A Strengthen security for your firm and clients with multi-factor authentication

Did you know Thomson Reuters can offer even more advanced security options through multi-factor authentication? Many of the online accounts and software products that you use every day are currently protected by a login and password - multi-factor authentication adds at least one more layer of identity verification to that process.

We strongly recommend that you use multi-factor authentication to provide the highest level of security for you data. To get started, see Multi-factor authentication overview. For additional details about our strongly recommended security measures, see the Data Security for Tax and Accounting Firms page on our website.

03/06/17 Security N/A Notice 03/6/17 N/A Firm security – contacting the Incident Management group

When customers tell us that they were compromised, their identity was hacked, they’ve had a security breach, or any other indication that their information has been compromised, it is important to share this. Send any information you receive via email to Support - Incident Management. This team reviews that information to ensure old EFIN numbers are blocked, and takes necessary steps behind the scenes to make sure any compromised information cannot be used maliciously.

02/17/17 Security N/A Notice 02/17/17 N/A Reminder: Reset your password for your CS Professional Suite application login credentials

As a reminder, the password that you use with your CS Professional login must meet strength requirements as defined by the IRS and expire after no more than 90 days.

When your password is within three days of expiration you will receive a reminder in your application or in the NetStaff CS dashboard, depending on the credentials that you use. For details, see Password management for your CS Professional Suite application logins.

02/16/17 NetFirm CS 2017.1.0 Notice 02/20/18 N/A Multi-Factor Authentication now available for NetFirm CS

NetFirm CS now allows firm administrators to enable multi-factor authentication for NetStaff CS, NetClient CS, and Employee Self-Service users. Multi-factor authentication requires a mobile device with the Thomson Reuters Authenticator app, and adds an additional step to the sign-in process to help confirm a user’s identity.

Portal administrators can follow the steps in Setting up multi-factor authentication for clients and Setting up multi-factor authentication for staff to get started.

For more information about multi-factor authentication and the Thomson Reuters Authenticator app, please see Why Multi-Factor Authentication Matters on our website, and Multi-factor authentication overview in our Help and How-To Center.

01/27/17 NetFirm CS N/A FYI 01/27/17 N/A NetClient phishing email
If a user reports that they or their client(s) received a suspicious email about NetClient, refer the user to Protecting your firm and clients against phishing scams and instruct them to report this to the IRS. See the “Help Catch the Culprits – Report Phishing Attempts” section at the bottom of the HHTC topic for instructions on how to report.
1/11/17 NetFirm CS N/A Notice 1/11/17 N/A IRS Security Summit Alert: New Two-State E-mail Scheme Targets Tax Professionals

Per IR-2017-03, Jan. 11, 2017, the Internal Revenue Service, state tax agencies and tax industry leaders today warned tax professionals to be alert to an email scam from cybercriminals posing as clients soliciting their services.

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