NetFirm CS / NetStaff CS alerts and notices

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This topic compiles important information related to your software, such as the status of known issues, recently corrected problems, and answers to common questions.

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Reported Date Category Status Modified Date Synopsis
01/19/22 NetFirm CS Notice 01/19/22 NetFirm CS\NetClient CS portal Delays

Due to high volumes of information being pushed to NetFirm CS\NetClient CS portals, significant delays are expected at this time. Please avoid re-sending\re-pushing anything to the portals as this will further increase delays in the information being processed.

This can affect all items that are sent to the portals. For example, File Exchange, Document Presentation, Remote Payroll Entry, Employee Self-Service, Tax Returns, etc.

12/22/21 NetClient CS Fixed 1/26/22 NetClient CS Mobile App Login

If your mobile device uses Apple iOS, then please navigate to the Apple Store to download the new version of the NetClient CS Mobile App.

If your mobile device uses Andriod, then then please navigate to the Google Play Store to download the new version of the NetClient CS Mobile App.

01/18/22 VO/SaaS Fixed 01/18/22 NetFirm/NetClient/Virtual Office/SaaS page unaccessible

We are aware of an issue impacting NetFirm/NetClient/Virtual Office/SaaS where the page is not loading. If you are already logged in you can continue working if you do not log out. We are working on this with top urgency. Please monitor the Status Page and this Alerts & Notices for updates.
As of 1:02PM EST This is now resolved

12/21/21 NetFirm CS Notice 12/21/21 reCAPTCHA Update

NetFirm CS was updated (12/21/21) to now require a reCAPTCHA success on every login attempt. This change was made to further secure NetFirm CS access.

For example, previously if you had an unsuccessful attempt due to caps lock being on, but did check the “I’m not a robot” reCAPTCHA checkbox or go through selecting the images, it would accept the original reCAPTCHA and you can continue with your unsuccessful attempts without having to complete reCAPTCHA again. Now, you will need to go through reCAPTCHA again to get a new success.

11/23/21 Virtual Office CS Notice 11/23/21 Virtual Office CS Users: Opening Application prompts with Firm ID and PIN

If you are a Virtual Office CS user and you attempt to access a CS Professional Suite application and are being prompted to input a firm ID and PIN, please login to Your Account and verify that you have renewed your software.

11/05/21 NetFirm CS Notice 11/05/21 Multi-Factor Authentication Setup

Here are the resources for setting up Multi-Factor Authentication in our Multi-Factor Authentication Overview. If you are having further issues please go to Contact Us with description of your issue and we can assist.

11/04/21 NetFirm CS Notice 11/04/21 Locked accounts and unlock procedure

If you or someone at your firm or a client of your firm is locked out of their account, please go to Contact Us with the logins that require unlock and we will unlock.

11/01/21 NetFirm CS Notice 11/01/21 Error logging into NetClient/NetStaff/Virtual Office/SaaS

If you are receiving the message: “Sorry, there was an error on our end. Please try again.” please close your CS Professional Suite applications and navigate to to login. After you successfully login to netlinksolution, then you can open your CS Professional Suite application to login. If you do not successfully login to netlinksolution and receive the error above, then please attempt to Clear Cache, cookies and try again.

10/28/21 NetFirm CS & NetClient CS Notice 10/28/21 Addition of reCAPTCHA

Thomson Reuters utilizes current security best practices as part of our commitment to our customers. Thomson Reuters has added the use of reCAPTCHA in the login process for NetFirm CS and NetClient CS products effective 10/30/2021.

A user will only be prompted with reCAPTCHA if they input incorrect login or password credentials on the first attempt to sign in.

10/05/21 NetFirm CS Open 10/07/21 Blank window after signing into NetlinkSolution

We have received reports that users are seeing a blank window after signing into their NetStaff or NetClient accounts. After clearing the browser's cache/cookies they are able to return to sign in and the website loads correctly. We apologize for any inconvenience and are actively working towards a resolution.

ADO 1824039 If a firm contacts us regarding this, please add the Firm ID to the Firm's impacted on the linked ADO.

02/11/21 File Exchange Open 02/11/21 Documents uploaded to File Exchange using Internet Explorer 11 do not display in the portal

Uploading documents to File Exchange using Internet Explorer 11 will not appear in the File Exchange folder. The notification email is being sent to the client that the file was uploaded, but the file does not make it to the portal. This issue is isolated to Internet Explorer 11. Our Development team is investigating.


Use an alternate browser, e.g. Chrome, Edge, or Firefox.

01/19/21 NetFirm CS Open 01/19/21 Generating Temporary MFA Codes for NetClient CS users - Invalid code message

As a NetFirm CS Administrator, if you generate a Temporary Multi-factor Authentication code for a NetClient CS user and they receive an "Invalid Code: Please try again error", please try the following:

1. Have the client click "Cancel Request" at the bottom of the Multi-factor Authentication Request screen.

2. Once the client has closed out, log into your NetFirm Administrator account.

3. Click Admin in the top left, then click on Users under the NetClient CS section and highlight the user who needs the code.

4. In the Identification section, next to Multi-factor authentication, choose View Settings > Generate Temporary Code and provide the new code to the client.

5. Have the client log in again and choose "enter a code" when prompted with the Multi-factor Authentication screen. 

6. Have the client enter the newly generated temporary Multi-factor authentication code from step 4.

Once the client enters the newly generated code, they should now be able to log in.

01/12/21 Mobile CS Open 01/12/21 Unable to access Mobile CS or Mobile CS Link

There is currently an issue when attempting to login to the Mobile CS application. Our Product Team is investigating, and we will provide an update when it is resolved.

11/20/20 VO/SaaS Open 11/20/20 "PPC SMART Practice" error when launching PPC SMART and SMART Library on Virtual Office and SaaS

We are aware of firms receiving an error message "Citrix XenApp - PPC SMART Practice" when launching PPC SMART and SMART Library on Virtual Office and SaaS. Our Development team is currently investigating the issue.

10/21/20 VO/SaaS Verified 10/21/20 Restore Data: Large client lists will see the "Loading..." message spin for long periods of time

When restoring data within NetFirm CS > Admin > Utilities > Restore Data, if you choose a product that has a large client list the "Loading..." process will spin for long periods of time.

Workaround: Contact our Web Services Support team for assistance with restoring data.

10/09/20 Practice CS Verified 10/09/20 E-mail error when sending invoice from Outlook Drafts folder

Firms are getting an e-mail error when sending an e-mail (invoice Practice CS) from the draft folder. Error will list the recipient email and state "This e-mail couldn't be delivered because the e-mail address wasn't recognized." Retyping the address does fix the issue.

10/09/20 VO/SaaS Verified 10/09/20 Some VO Exchange and Web Builder Email firms are currently experiencing outbound mail delivery delays.

Who is Impacted?

Any VO Exchange and Web Builder Email customer who SENDS mail. This issue does NOT affect receiving mail. Typically a customer knows they are affected because they receive an automated Non-Delivery Report (A bounceback) telling them that their email was delayed or is undeliverable.


1. SPF. Define an SPF Record for their domain name. We talk about this constantly for email deliverability, but this is still a solid step forward. If they do not have an SPF record, encourage them to create one. It will not immediately resolve this issue, but it is a best practice. The IP Address range on our existing SPF Record HHTC does cover the current/new IP addresses.


2. Our customer’s client (the recipient) could open a Support ticket with their mail provider and request that they whitelist our new IPs: and They could also simply whitelist the customer’s domain name.

What about DMARC and DKIM?

I get often questions about DMARC and DKIM when we have email deliverability issues, so I’ll mention those here.

Q: I ran a customer’s email or domain through MXToolbox and I see Red X’s and comments telling me DMARC NOT FOUND or DKIM NOT FOUND. Is that a problem?

A: Not in this case.

1. MXToolbox upsells on DKIM and DMARC services, so they have a vested interest in highlighting those items.

2. Setting up DKIM and DMARC on a customer’s domain name is excellent, but will not solve this specific issue.


Q: Why don’t we support DKIM?

A: VO Exchange runs on Exchange 2016, which does not offer DKIM. Exchange 2016 needs 3rd party tools to enable DKIM, which means customers need to start asking for that before we could move forward there.

Q: Why don’t we support DMARC?

A: Out of scope. DMARC is an umbrella that encompasses a bunch of things. The standard DMARC deployment involves SPF DNS records, a DKIM public/private keypair and DNS, and DMARC DNS along with machine-readable forensic reporting. Because DMARC is something that gets deployed carefully and requires ongoing care and tending, it is out of scope for what we can support. A customer would need to assign this task to local IT staff or contract with a 3rd party if they wanted help deploying and supporting DMARC.

ADO Not Applicable

09/30/20 Platform Notice 09/30/20 Removal of reCAPTCHA

Thomson Reuters utilizes current security best practices as part of our commitment to our customers. Along with many in the industry, including current IRS Safeguards, we rely on the National Institute of Standards & Technology (“NIST”) for security policies and practices. Due to recent changes to the IRS Trusted Customer Requirements for 2021, Thomson Reuters has removed the use of reCAPTCHA in the login process for Onvio, NetFirm CS, NetClient CS and CS Professional Suite desktop products effective 10/01/2020. In addition Thomson Reuters has already instituted support for multi-factor authentication, an IRS requirement that all tax software providers must be in compliance with by 2021. To learn more about the importance of MFA, please visit our website.

07/31/20 Notification Emails Notice 07/31/20 Sender Email Name Change
There was an update to the email notifications that are received by your clients and your firm on 07/31/2020. To help combat the automatic notification emails from getting blocked by the recipients Spam Filter, we have changed the FROM email address to Thomson Reuters, with an associated email address of When someone replies to one of these automatic notification emails, the reply email will still go to a member of your firm, depending on your firms individual settings. Please see the following User Bulletin regarding the update and additional links to helpful information: User Bulletin 2020.1.0
07/29/20 Virtual Office/Right Networks Notice 07/29/20 Changes with Right Networks
You may have recently received an email from Right Networks about discontinuing the Thomson channel. We have spoken with Right Networks and the message was sent in error. Right Networks will still work through Virtual Office after 09/01/2020. The change that is happening is how you are being billed for Right Networks access. Instead of being billed for the service through Thomson Reuters, you will be invoiced directly from Right Networks. We are still working on the specifics, so please refer back to this notice periodically. You could also contact Right Networks to work out the specifics about your account.
03/02/20 FileCabinet CS Verified 03/09/20 Scanning Causing FileCabinet CS To Close Down.
We are aware that some Fujitsu scanner models are causing FileCabinet CS to close down abruptly with no error message. From what has been reported to date, we are seeing that the fi-6130 model is most frequently causing the crashing.
Please check your version of Office to confirm that it is on version 12430 or an older version. If your version of Office is currently on version 12527 or newer, please try another model of scanner as a workaround. 
02/21/20 Web Builder CS Verified 02/27/20 ShareFile Accesses Denied message
If you are receiving Access Denied message while logging into your ShareFile portal from your Web Builder CS website, this is due to ShareFile implementing MFA for your account and the login form no longer working. Please go to and login there. MFA was forced on your account but not your client accounts. Your client's can still go to your Web Builder CS website and login fine. We are working with ShareFile on any possible resolution. We can also update your Web Builder CS website so that when the Client Login page is clicked it opens up and login there.

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