TRX December 4th, 2009

1. If the Taxwise installation has completed on a Workstation, but there is still no icon on the desktop, you will need to uninstall and reinstall the program.

TRUE

FALSE

To create the icon on the desktop, as well as configure the Workstation, you will run UTS08 > TWTech > Setup.exe

Explanation

To create the icon on the desktop, as well as configure the Workstation, you will run UTS08 > TWTech > Setup.exe

2. If a client downloads a state but it will not work with their program, what is the first thing you should check?

Ask what time zone the state they downloaded is in

Make sure the program is updated to the most recent version

Ask whether or not they have filed returns for that state in the past

Make sure they are on a wireless connection

3. What version(s) of Windows will not open the program on a workstation after the computer has been restarted?

XP Professional and Vista Business

Vista Ultimate and Vista Home Premium

Windows 7 and XP Professional

XP Home and Vista Home Basic

These versions delete the mapped drive after turning off the computer

Explanation

These versions delete the mapped drive after turning off the computer

4. How can you add more than 4 dependents?

Go to line 6c and link an Addl Dependents Worksheet

Go to line 6c and hit enter until you have enough lines

Open a new return in "Dependent 4+" mode

Open the return under the ADMIN user name, add more dependents from there

5. We cannot reset passwords for the ADMIN account in Taxwise.

TRUE

FALSE

We can reset the password in Taxwise by going into the UTS08 Folder, renaming PWD.NEW to PWD.EXE, running it, and then naming it back to PWD.NEW.

Explanation

We can reset the password in Taxwise by going into the UTS08 Folder, renaming PWD.NEW to PWD.EXE, running it, and then naming it back to PWD.NEW.

6. If a client gets a Duplicate DCN error, what are you going to have to do to fix this?

Retype the Return

Force a New DCN

Transmit it again

Rename the file

7. How do you correct Reject Code 679, 672, 680?

Contact Taxwise for a Rehang of the E-File

Include the Local Intranet Exception within Internet Explorer

8. If a client is in the program and cannot open returns, what is the first thing you should do?

Close the program and restart

Run dbrepair

Make sure they are not logged in as ADMIN

Edit Tax Form Defaults

9. If a client has locked him or herself out of support.taxwise.com, we will not be able to help them get into their account.

TRUE

FALSE

We can reset their password via our account in support.taxwise.com. Their new password will be their Reg Code

Explanation

We can reset their password via our account in support.taxwise.com. Their new password will be their Reg Code

10. In Commit, where do you document what happened on a call you have just finished?

Members

Tickets

Main Info

Knowledge Base

Make sure you are in the correct account before you leave the ticket

Explanation

Make sure you are in the correct account before you leave the ticket

11. If a customer calls in to switch from Taxwise to ATX, where will you go in Commit to document this change?

Main Info

Notes

Members

They cannot switch to ATX

12. What do you do if a client keeps getting bank rejections, but the returns are being accepted by the IRS and EFC?

Go to Communications > Get Acks Direct From State

Go to Communications > Get Updates

Go to Bank > Maintenance/Setup > Update RAL Applications

Go to Bank > Maintenance/Setup > Fix Rejected Bank Apps

Make sure you are logged in as the user who sent the file

Explanation

Make sure you are logged in as the user who sent the file

13. What should you do if you get Error 189 when trying to E-File?

Make sure the program is updated

Fix the Spouse SSN

Delete the Return and type it again

Remove any blank forms from the return

14. Where do you go to check the version of Taxwise to make sure it is up-to-date?

Help > About Taxwise

File > Change User

TaxWise Explorer

Edit > Find

15. If a client letter is displaying incorrect information, and you have verified that the information is typed in the return correctly, what should you do?

Delete all client letters

Restart the server

Delete the Users folder

Dbrepair

This will force the information to populate again from the information in the return

Explanation

This will force the information to populate again from the information in the return

16. What is the path to the file that should open when you open Taxwise from a non-networked installation?

C:\UTS08\TWW08.exe

C:\UTS08\taxwise.exe

C:\TW08\taxwise.exe

C:\TW08\TWW08.exe

17. If a customer calls in to change his or her EFIN, what tab will you change the information on?

Members

Address

Main Info

Notes

You will also check the New EFIN box, directly beside the box for typing the new EFIN

Explanation

You will also check the New EFIN box, directly beside the box for typing the new EFIN

18. Where is the dbrepair file located?

UTS08 Folder

Database Folder

TWTech Folder

Users Folder

19. If the client data is stored in the correct place, but they are not showing up in the client profile, what would you do to populate that information?

Backup and Restore

TWTech

Dbrepair

Open Taxwise Explorer

20. If a client calls in because information is not carrying correctly from one form to another, what is the first thing to check?

Make sure all the forms are linked correctly

Make sure they have an internet connection

Make sure all computers have restarted

Make sure they have run dbrepair

21. When you open the Knowledge Base in Commit, it will automatically Save and Close the account you have open.

TRUE

FALSE

All open windows will remain open and you can view them in a list in the top left corner of the program.

Explanation

All open windows will remain open and you can view them in a list in the top left corner of the program.

22. If you need to run Crystal Reports, where is the file you need located in a standalone installation?

C:\UTS08\CrystalRep_2008

C:\UTS08\CRRedist2008_x86

C:\TW08\CR.exe

C:\TW08\Crystal_Report

23. If someone calls in to switch from Taxwise to TRX Pro 1040, you will check the new package and leave the old package still selected.

TRUE

FALSE

You will also check the box “Switched Package” under the Main Info Tab, along with a History Note.

Explanation

You will also check the box “Switched Package” under the Main Info Tab, along with a History Note.

24. If all the client's returns are not showing up in the Client Organizer, what should you confirm before you start trying to fix it?

That they have the internet

That the missing returns are NOT from the prior year

That the missing returns are NOT business or fiduciary returns, because those do not show up in the Organizers.

That they have installed the program

25. In what folder will you find the client data files?

TWTech

Users

Database

Updates

Each folder inside the Users folder will be a username, which will contain the clients of that user.

Explanation

Each folder inside the Users folder will be a username, which will contain the clients of that user.

26. Which of the following is not a reason Acknowledgements might not be coming through into the program?

No internet connection

The program is not up-to-date

They have not been downloaded from the Support Site

There are no acknowledgements available

27. What should you do if you get an access violation error when trying to run reports?

Run Crystal Reports

Dbrepair

Reinstall the Program

Restart the computer

28. The client’s address will always be stored in the Address tab in Commit.

TRUE

FALSE

The most recent and correct information is typically under the Main Info tab.

Explanation

The most recent and correct information is typically under the Main Info tab.

29. What does the Error in Startup.exe mean?

The program will not open.

There is an error in the file required for automatic installation.

The client data will not load.

All of the user names in the program will be lost

You will need to manually install the program from the cd.

Explanation

You will need to manually install the program from the cd.

30. If a Backup is stored on a CD, the Restore will not work properly.

TRUE

FALSE

Storing a Backup on a flash drive is the best option.

Explanation

Storing a Backup on a flash drive is the best option.

TRX December 4th, 2009

1. If the Taxwise installation has completed on a Workstation, but there is still no icon on the desktop, you will need to uninstall and reinstall the program.

2.

What first name or nickname would you like us to use?

2. If a client downloads a state but it will not work with their program, what is the first thing you should check?

3. What version(s) of Windows will not open the program on a workstation after the computer has been restarted?

4. How can you add more than 4 dependents?

5. We cannot reset passwords for the ADMIN account in Taxwise.

6. If a client gets a Duplicate DCN error, what are you going to have to do to fix this?

7. How do you correct Reject Code 679, 672, 680?

8. If a client is in the program and cannot open returns, what is the first thing you should do?

9. If a client has locked him or herself out of support.taxwise.com, we will not be able to help them get into their account.

10. In Commit, where do you document what happened on a call you have just finished?

11. If a customer calls in to switch from Taxwise to ATX, where will you go in Commit to document this change?

12. What do you do if a client keeps getting bank rejections, but the returns are being accepted by the IRS and EFC?

13. What should you do if you get Error 189 when trying to E-File?

14. Where do you go to check the version of Taxwise to make sure it is up-to-date?

15. If a client letter is displaying incorrect information, and you have verified that the information is typed in the return correctly, what should you do?

16. What is the path to the file that should open when you open Taxwise from a non-networked installation?

17. If a customer calls in to change his or her EFIN, what tab will you change the information on?

18. Where is the dbrepair file located?

19. If the client data is stored in the correct place, but they are not showing up in the client profile, what would you do to populate that information?

20. If a client calls in because information is not carrying correctly from one form to another, what is the first thing to check?

21. When you open the Knowledge Base in Commit, it will automatically Save and Close the account you have open.

22. If you need to run Crystal Reports, where is the file you need located in a standalone installation?

23. If someone calls in to switch from Taxwise to TRX Pro 1040, you will check the new package and leave the old package still selected.

24. If all the client's returns are not showing up in the Client Organizer, what should you confirm before you start trying to fix it?

25. In what folder will you find the client data files?

26. Which of the following is not a reason Acknowledgements might not be coming through into the program?

27. What should you do if you get an access violation error when trying to run reports?

28. The client’s address will always be stored in the Address tab in Commit.

29. What does the Error in Startup.exe mean?

30. If a Backup is stored on a CD, the Restore will not work properly.