1:30 pm EST: We are seeing successful prints and calculations on returns. The speed of calculations have improved significantly over the past 10 minutes. If you are experiencing any type of issue with the calculation of returns or printing of returns, we strongly recommend that you log out, close all instances of the browser (not just your tab), open a new browser. We apologize for the inconvenience this has caused to the volunteers and taxpayers at your site. We will continue to monitor the changes that were made throughout the day.
1:15 pm EST: We are seeing successful calculations on New Returns and when opening existing returns. The calculation when opening an existing return is a bit slower than normal at the moment. We expect this to speed up over the next few minutes. We strongly recommend that you log out, close all instances of the browser (not just your tab), open a new browser. You can also clear your cache if you were receiving any errors. We are continuing to monitor.
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1:00 pm EST: We are still working to resolve the issue with the calculations spinning when you open an existing return or complete the personal information on a new return. If you are stuck with the return spinning or just sitting on calculating return, click one of the available items on the left navigation bar to break the calculation spin. This will allow you to Save and exit the return. Stopping the calculation allows you to enter data into the return, but it will not calculate.
12:45 pm EST: Things that can be performed at the site: You can now print returns from the client list. You can send any electronic files that are marked completed and are ready to send per your site’s procedures from the Transmission menu option on the welcome page. We are continuing to look at why calculations stopped rendering at approximately 11:59 am EST
12:30 pm EST: You can now render the PDF for printing from the client list. We are still looking at why the returns are not rendering a calculation when you open them. This is for all years
Update 12:15 pm EST: The engineers and developers are aware that you are not able to print or calculate a return. If you are stuck on Summary/Print calculating the return, you can click anywhere on the left navigation bar (i.e. Personal information) to break the continuous calculation spin. This will allow you to Save and exit the return.
Update 12:00 pm EST: We are receiving reports that some of you are getting slowness when calculating returns. We have made the developers and engineers aware.
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Update 11:45 am EST: We currently do not have an estimated time on when the application will begin generating a PDF. This is our top priority to resolve so you can follow site procedures and give your taxpayer a completed copy of their tax return. Reminder: This is not impacting the ability to prepare the tax return.
Update 11:30 am EST: Our IT engineers and development team continue to work to resolve the inability to render a PDF. For the sites just now opening for the day, this does not impact your ability to prepare and calculate returns. You can utilize returns tags to know which returns you need to go back and print for the taxpayer so they will have a completed copy.
Update 11:15 am EST: We are still working on the print queues. We apologize for the inconvenience this creates when you cannot provide the taxpayer with a completed copy of the tax return.
Update 11:00 AM EST: We are still working diligently to resolve the issue with the application not rendering the PDF. We are also getting reports that MFA emails are not being received. Once we resolve the printing situation, we will look at MFA emails. MFA text messaging is not impacted.
Update 10:43 AM EST: We have identified the Message Queues that are not processing the print requests. We are currently working to restart them in an effort to flush out the queues.
Update 10:30 AM EST: We are continuing to determine why printing is not rendering a PDF. This is not impacting the calculations of the return, however, it does impact generating a PDF for prior year returns.
Update 10:16 AM EST: We are currently looking to see what is causing the PDF to not generate. As soon as we understand what stopped, we will be able to determine an estimated resolution.
We have opened an emergency ticket with our IT team and development engineers. We will keep this post updated as we receive additional information