NetFirm CS / NetStaff CS: Alerts and notices

Alerts and notices
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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
04/15/19 Platform All Fixed 04/15/19 All Performance Issues - MFA, Login, Script Errors

Update at 4:15 PM ET

This has been resolved and everything is fully operational.

We are aware of various performance issues with logging into the CS Professional Suite of applications including errors with MFA and sign in, notifications and other script errors. Our team is investigating and working to resolve as soon as possible. An update will be provided as soon as more information is available.
04/11/19 Platform Notice Verified 04/11/19 N/A Document Delivery Delays

With the deadline approaching, please expect some delays in documents being posted to NetClient CS. Please be patient as we are seeing very high traffic coming through CS Connect and we are processing inbound communications as they come in.

04/05/19 Web Builder CS Notice Verified 04/05/19 N/A Unable to add users to ShareFile

We have received reports of Web Builder CS users not being able to create new users or add additional users to folders with their ShareFile portals. This issue has been confirmed to be with Citrix ShareFile. They are aware and are actively working to resolve this issue.

03/27/19 MFA All Open 04/02/19 N/A MFA Push Notifications/IPhone

There have been multiple reports with push notifications not occurring with the Thomson Reuters Authenticator App for various devices. This is currently being investigated by our Development team. An update will be provided once more information is available.

Please see the workarounds and steps noted below based on device type.

Apple Devices Only: Re-install the app. You will not need to unpair and re-pair your account. Follow the steps below:

  1. Uninstall the app.
  2. Re-install the app from the app store.
  3. Open the app and this triggers a refresh of the push notification.
  4. Minimize the app and login to a CS Professional Suite application.The push notification should return.

Non-Apple Devices: Open the Thomson Reuters Authenticator app on your device and accept the MFA prompt, then close out of all CS Professional Suite applications and log back in to authenticate again.

Note: If you still continue to not get push notifications, then you will need to continue to open the Thomson Reuters Authenticator app and accept the MFA prompt.

Reps items to include in Flash notes:

Login Type: (TRID or NetStaff)

Login Device: (What are they doing MFA on?)

Login Device's version: (especially important for the iPhones)

Device Carrier: (Sprint? Verizon? Something else (name it)?)

Does their password end in a special character?:

Did you reset their password?:

Did you reinstall the app?:

IF YOU WERE ABLE TO GET IT WORKING: ........ What worked?!

For more information, please reference the following article:

 http://cs.thomsonreuters.com/ua/login_security/cs_us_en/kb_internal/iphone-push-notifications-missing.htm

11/12/18 Platform Notice Notice 11/12/18 N/A UltraTax 2008 removal and Web Client Organizer Deletion

With the passing of the October 15, 2018, final extension date and in accordance with our policy, we will remove UltraTax CS versions over 10 years old from Virtual Office CS and SaaS on November 19, 2018. After this date, you will not be able to access UltraTax CS 2008 on Virtual Office CS or SaaS.

Should you choose to back up data from prior years of UltraTax CS, please see Backing up items in UltraTax CS. Note that when backing up data locally from Virtual Office CS, you will use the V: Drive.

If you would like to install a copy of the application locally, you can download UltraTax CS 2008. You must be logged in to your account to access the download.

For more information see, UltraTax CS: Availability of prior years on Virtual Office CS or SaaS.

10/31/18 Platform Notice Notice 10/31/18 N/A Certificate error on a Thomson Reuters site

Thomson Reuters' certificate vendor has changed. As a result, you may receive a certificate error on a Thomson Reuters site. To clear the error and view our sites, work with your IT professional to complete the following steps:

  1. Apply any outstanding Windows updates to the machine(s) experiencing the issue.
  2. If your firm restricts automatic root certificate updates, add COMODO RSA Certificate Authority to your trusted root.

As a workaround, you can click the option in your browser to continue to the site after receiving the certificate error. The wording and location of this option varies depending on the browser.

09/12/18 Security N/A Verified 09/12/18 TBD NetFirm CS Emergency access codes staying active too long.

The emergency access codes for NetFirm CS are acting like a 24 hour access code right now. If you use an emergency code to log in, remove all devices, turn off MFA, and then log back in; you'll be prompted to check your device. The best way to get around this is to use up all 10 of the emergency access codes. After the last one has been used up, MFA will turn off (as long as there isn't a TR-provided access code active).

Remember! With MFA inactive, e-files cannot be transmitted from UltraTax CS.

The way it is supposed to work is that after all devices have been removed from an account, all access codes should also be removed so the customer does not have to complete MFA at the next login.

08/09/18 Security N/A Notice 08/09/18 N/A User experience enhancements for CS Professional Suite

As a CS Professional Suite customer, we are informing you that as part of our ongoing efforts to address the evolving cybersecurity landscape, in early August 2018 we will update UltraTax CS to include multi-factor authentication (MFA) user experience improvements, enhancements to our file encryption-at-rest process, and updates for global data privacy requirements. This update follows our implementation of MFA in all CS Professional Suite products in February 2017, with further enhancements in 2018 including requiring MFA to electronically file tax returns. This update will require no action on your part.

There will be an "Encrypting data sharing" dialog that appears the first time a customer opens UltraTax 2017. If customers ask about this dialog, our positioning statement is: "This is part of our file encryption-at-rest process enhancements related to this update." This is a one-time process that will take 3 seconds/client for desktop installations and a little longer for VO/SaaS.

As of late August 2018, various applications are being updated so that data sharing with UltraTax 17 should work normally. Refer to specific products' alerts and notices pages for specifics. With this update, data sharing information out of UltraTax CS 2017 to other CS applications will be collected and held until an update later this month, at which point the information collected will be data shared as usual. Prior versions of UltraTax (16 and earlier) will not data share to or from other CS applications in any environment.

As part of this update, customers may be prompted to update .NET framework or their web browser. If so, have them follow the prompts on their screen. Customers will be given a link to Installing an updated .NET Framework. Direct customers to their IT professional if they need additional assistance updating .NET or their web browser.

07/13/18 Virtual Office Notice 07/13/18 File downloads blocked for most sites in VO

We have been monitoring profile sizes and noticed a trend of profiles becoming quite large do to downloads or installs being done directly to the user profile.  To limit this we have decided to restrict file downloads in the VO IE browser that opens when clicking a hyperlink in a VO session.  This means that any legitimate sites a user needs to download from will need to be configured as either a trusted site or a site that we redirect the users local browser.

We’ve done some testing with product dev and we believe we have all of these sites accounts for.  That being said our team will be watching TFS 1475307 for any new sites that are called out.

If the user is getting the pop-up message, "Your current security settings do not allow this file to be downloaded" then they are attempting to download from an untrusted site.

When talking to users you can communicate that this change was made to limit profile sizes and the possibility of profiles becoming corrupt.  We also need to prevent the accidental install of malicious software to a user’s profile by clicking a bad hyperlink in an email.

If you have a site a user would like added please enter it into the TFS with the following information.

  1. URL to allow including any wildcards (ex.  https://*.fakesite.com)
  2. FirmID requesting
  3. Call out if any of our products that have direct integration with this site.
  4. What specifically they need to download from the site.

 The above information will help us quickly determine if the site would be added to the trusted or redirected list.

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
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.

12/7/17 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

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.

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.

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.

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