Under certain conditions we have seen some reports of access to certain areas of the application through APIs (Accounts Production Trial Balance Imports and Document Manager) not working as expected. You may get the below error or the options within the Accounts Production import screen may be greyed out.
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In any instances where the application was previously working but has since stopped, we would recommend ensuring that the below steps take place:
- Close and reopen TaxCalc
- Ensure you are running the most recent version of TaxCalc. Check the Notifications Panel and Update if prompted
- Restart your machine
If the issue continues, we would like to check if you are running a proxy server setup. To check this, please open TaxCalc and then go to Settings > Proxy Server Settings menu. The option should ideally be set to No proxy. If you use any Manual proxy configuration, your IT team will need to assist in elevating the required port by adding an exception rule to port 443 to allow *.acorahsoftware.com as well as *.taxcalc.com.
Once you then close and re-open TaxCalc, if this is still not working, this final suggestion would be to try and temporarily disable your firewall and close and re-open TaxCalc. If this elevates access, there will be further configuration changes needed through your firewall application to fully elevate the application.
If the above does not resolve the issue, we then need to investigate this further with you. We would recommend contacting our Support team via email (with the details) and we can confirm a suitable time to call, as it is likely a remote session will be needed to your machine in order to retrieve additional logs required for investigation.
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