Troubleshooting Error Messages

If you find an error message within Tax Processors Plus Online, here are some troubleshooting tips. We recommend trying each of the items below.

Logout and Login

The simplest thing to do when seeing an error message in Tax Processors Plus Online is to log out and then log back in. Many times this can correct the issues without needing to take any additional steps.

Clear Cache

Since Tax Processors Plus Online is an online program, updates and new features are released automatically to the site. If older versions have been "cached" in your computer's web browser, this can cause issues, including error messages. Clearing the browser cache is the best way to correct this and to avoid error messages altogether. Here are instructions for both Google Chrome and Microsoft Edge.

If using Google Chrome, to clear your browser's cache:

• Press CTRL + H keys together.
• Choose Clear Browsing Data.
• Click the Cached images and files check box. (The other boxes don't need to be checked.)
• Close the Tax Processors Plus Online browser page you were in.
• Open a new browser page and navigate back to your Tax Processors Plus Online office.

If using Microsoft Edge, to clear your browser's cache:

• Press CTRL + H keys together.
• Click the three-dot menu at the top and choose Clear Browsing Data.
• Click the Cached images and files check box. (The other boxes don't need to be checked.)
• Close the Tax Processors Plus Online browser page you were in.
• Open a new browser page and navigate back to your Tax Processors Plus Online office.

Ensure the Browser Being Used is Fully Updated

Try a Different Browser

Google Chrome and Microsoft Edge are the best browsers to use for Tax Processors Plus Online. If you are still seeing an error message, try accessing the program from one or the other of these two browsers.

Safari and Firefox do not always work well with Tax Processors Plus Online.

Microsoft no longer supports Internet Explorer, so if you use it you will likely encounter problems.

If none of the tips above have corrected your error message, please contact Tax Processors Plus Online at (855) 698-0691 for further assistance.