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
07/14/21 NetClient CS Mobile App Fixed 07/14/21 NetClient CS mobile app on devices using Apple IOS 14.6 or higher receive "Login Failed" message

An update was released to the Apple store on 8/4/2021 that resolves this issue.

NetClient CS mobile app on devices using Apple IOS 14.6 or higher will receive a "Login Failed" message. As a workaround, please use Chrome (or another supported browser) on these devices instead of the app until this is resolved. Our Development team is investigating the issue.

06/08/21 Integration Fixed 07/14/21 Virtual Office - SMART Practice Aids / Workpapers CS Integration Error

When any SMART Practice Aids document is opened from the Workpapers dashboard the following error may occur "System.InvalidOperationException: SMART Practise Aids Integration failed with the following error: Retrieving the COM class factory for component with CLSID {40CFD678-E64E-3605-BF48-1A1FB6E81F88} failed due to the following error: 80070002 The system cannot find the file specified. (Exception from HRESULT: 0x80070002)" We are investigating with top priority and will update this alert when we have more information

03/15/21 Platform Notice 03/23/21 Printing Issues & Blue Screen

Microsoft recently released a set of KB updates, some if which caused unexpected errors for print drivers in various applications, which impacted printing for many Thomson Reuters products. Microsoft has now resolved this issue with a few out-of-band releases, please see details here

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.

Workaround:

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: 167.68.25.252 and 167.68.23.252. 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.

08/20/20 All Notice 08/20/20 Ideas Community posts will not be migrated to Idea Incubator

Due to the format changes between the Ideas Community and Idea Incubator platforms, most of the Ideas Community ideas were not migrated to the Idea Incubator. Generally speaking, most products brought over the top 10 ideas from their respective Ideas Community. Outside of that, ideas submitted under the Ideas Communities have been archived for the Product Team to review as needed.

As part of our stronger focus on our customers, your input and expectation for implementation, the Idea Incubator will do a better job of letting you know when we are not able to implement a submission and help us collectively to select and prioritize the best submissions for implementation moving forward.

As of Friday, August 21st, ideas submitted under the Ideas Community will no longer be available for public viewing. We apologize for any inconvenience and encourage you to share anything that you feel is missing on the Idea Incubator as a result of the migration.

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 no-reply@thomsonreuters.com. 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.
04/06/20 Web Builder CS Notice 04/06/20 COVID-19 Resources
We will be sending a special COVID-19 newsletter to all firms and their clients this week. The newsletter will only be sent to current monthly newsletter subscribers for firms that have Monthly Newsletter set to 'On'.
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 currenly 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 emochila.sharefile.com 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 emochila.sharefile.com and login there.

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