Web organizer or attachments won't download

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When you retrieve a web organizer, you might experience one of the following: 

  • Web organizer doesn't download or retrieved.
  • Organizer attachments do not download.
  • Organizer attachments do not print to FileCabinet CS (if you are licensed for it).

Find the cause

If you experience any of the above, answer each one of these questions. Click the link to read more about the question.

Did you rename the client?

If you've changed the client ID since sending the organizer, change the client ID back and resend the organizer. 

If renaming the client doesn't work, restore a backup of the client before the name change and resend the organizer. If you don't have a backup, you will need to either:

  • Create and transmit a new web organizer to your client and ask your client to re-enter their information or; 
  • Create a PDF copy of the organizer from inside the client's portal:
    1. Have the client log in to their portal.
    2. Open the organizer and select Create PDF.
    3. Have them send the PDF and any attachments.
    4. Manually enter the organizer information into UltraTax CS.

Did someone else download the organizer or attachment(s)?

You can check if someone has already downloaded the organizer by:

  1. Opening the client.
  2. Select the down arrow next to the clock icon, in the top left.
  3. Scroll and find the Organizer Web retrieved status event.
  4. It the even is listed, you can see who downloaded the organizer. 

Can you print to FileCabinet CS manually?

Resend organizer

After correcting any of the above questions, have your client resend the organizer. 

The steps you take to resend the organizer depends on whether your firm has NetStaff portals. Click the link below for instructions, depending on if your firm has NetStaff CS or not. 

My firm has NetStaff CS

  1. Log in to secure.netlinksolution.com. 
  2. Click the Admin tab.
  3. Under NetClient CS, click Users.
  4. Find the client in the list and highlight it. You can search for the client by name using the search box at the top of the list.
  5. Click the blue View Portal button.
  6. Click the folder with the client's name on the left, then click the organizer.
  7. Click the Send to Preparer button.

    Note: If Send to Preparer is grayed out, click the Create PDF button to download the organizer, then click the Uploaded Tax Documents button in the client's portal to download any attachments. You will need to use the PDF organizer to manually enter information into the UltraTax client.

  8. Open UltraTax CS and retrieve the web organizer through CS Connect.

If there are multiple clients affected and the firm does not want to manually download and enter the organizer, there may be an option to have the organizer rehung. Talk to the UltraTax Resolver for approval. If approved, the CF will contact the TRTAPlatformAnalysts with the Firm ID and client IDs.

My firm does not have NetStaff CS

  1. You need to determine if the client will be able to send the organizer again. There is a setup option in UltraTax CS for this.
    • For 1040 clients: Setup > 1040 Individual > Organizer tab > Options button.
    • For 1065, 1120 clients: Setup > 1065 Partnership or 1120 Corporation > Organizer tab.
  2. Note whether this is checked or unchecked: Allow the client to choose the Web Organizer "Send to Preparer" button only once and prevent further changes.
  3. If the box is checked, contact Support at (800) 968-0600 to have the organizer resent.
  4. If the box is not checked, ask your client to log in to their NetClient CS portal, go to their organizer and click the Send to Preparer button.
  5. Once they send the organizer, attempt to retrieve it in UltraTax CS through CS Connect.

If a firm requests that an organizer be resent, confirm that there are no underlying issues and follow all the steps above. If necessary, take the Firm ID and client ID of the affected client(s) to the UltraTax Resolver. If approved, the CF will email the TRTAProfessionalPlatformAnalysts@thomsonreuters.com with a request to rehang the organizer. See Who to contact for Web Services issues for more detail regarding emailing TRTA Professional Platform Analysts.

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