Planner 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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Online Product Status

User bulletins

Contacting our Support team

Idea Incubator

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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
06/08/21 Platform N/A Open 06/08/21 N/A Unable to generate temporary Multi Factor Authentication Codes

We are aware of an issue that is causing users to be shown as not having Multi Factor Authentication enabled when an admin goes to generate a temp code. We have identified the issue and working high priority on a fix. If the user has emergency codes they can use those or if not you can call into support to have them generate a code for you.

If the firm is unable to generate a code for someone, please follow verification process in this article to have a resolver generate one for them. 

ADO 1816838

06/08/21 MFA N/A Notice 06/08/21 NOTICE Thomson Reuters Authenticator App not available for download on Android Phones currently

We do apologize but the Thomson Reuters Authenticator application is not currently available to be downloaded for Android Phones. We are working closely with Google to restore this as quickly as possible.

Note: This is not affecting iPhones or Android Phones that have the application currently installed.

Workaround:  Visit the install page on your device browser to download the Android app: https://install.appcenter.ms/orgs/thomson-reuters-organization/apps/thomson-reuters-authenticator-3/distribution_groups/alternate%20distribution%20group

05/12/21 Virtual Office CS/SaaS N/A Fixed 05/12/21 N/A Virtual Office CS and Software as a Service receiving errors when launching applications

Update: We have resolved the issue with the applications launching for Virtual Office CS and Saas. We do expect a little slowness while the system normalizes and logins rise. We are continuing to monitor this very closely and will update with any changes. Please monitor the Online Product Status page for updates.

03/15/21 Platform N/A Notice 03/23/21 N/A 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

02/16/21 Platform ALL Open 02/16/21 TBD CS Professional Suite Sign In / Time Out

We are currently investigating an issue that is causing the following behavior:

If you have one CS Professional Suite Application opened (UltraTax CS, Accounting CS, Practice CS, etc.), and try to open another one, there is about a 40 second wait before you can get into the 2nd+ Application.

If you are in more than one CS Professional Suite Application and timeout due to inactivity, you are required to manually sign into each application, instead of signing into one automatically signing into the others.

We will update this alert when we have more information.

09/30/20 Platform N/A Notice 09/30/20 Notice 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 N/A Notice 08/20/20 N/A 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.

07/24/20 Idea Incubator ALL Notice 07/24/20 N/A Certificate Error when Logging into the Idea Incubator
We are receiving reports of the following error when signing into the Idea Incubator:

Single Sign on Failure: SAML response missing X.509 Certificate

To correct this issue, please use the following link for the Idea Incubator:

httpS://ideaincubator.ideas.aha.io You can also refresh the page, but you may need to enter your credentials again.

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