Top Questions
- What assurances do you have that our data and our client’s data is completely secure?
- How do I download the completed PDF files?
- I uploaded and submitted my documents, but after 2 hours, it’s still not completed. Why?
- When I download the file and print-to my DMS, why do I lose the bookmarks?
- Can I print out the pages in the order of the bookmarks?
- Are there any limits on the file sizes that I upload to you?
- What are the ideal settings to use when scanning documents?
- Can I use symbols, like ampersands, in my client names or PDF file names?
- Can I use the Scan function if my scanner is on a network, and not attached directly to my PC?
- Why are the documents in my organized PDF not as good as the ones I submitted?
- Why can I only attach 4 files to a client… what if I have more than 4?
Top Questions
- What assurances do you have that our data and our client's data are completely secure?
Document security and data privacy are paramount to the success of our business. Our industry-leading safeguards provide the best possible assurance of the security of all data.
Our software runs on servers that are hosted at SAS 70 Type II compliant NaviSite data centers in the United States (www.navisite.com). All communications between your computers and our servers are secured with the same technology used in electronic filing and electronic banking (128-bit SSL/Secure Sockets layer encryption). We use VeriSign’s SSL Certificate with Extended Validation and server-gated cryptography, which is the most secure SSL option with the highest authentication and the strongest encryption (www.verisign.com).
We will never contact nor solicit your clients for any reason. We will never sell or rent any information on their source documents. All your data is stored in the U.S., and is never accessible by anyone or any computer outside of the United States. Ever.
As noted in our Privacy Statement, client records may be viewed or accessed only for the purpose of resolving a problem, support issue, quality concern, suspected violation of Copanion’s User Agreement, or as may be required by law. Select employees permitted to view this data have passed extensive background checks, are located in secure areas within our offices in the United States (accessible only via secure passkeys), are bound by stringent confidentiality agreements, and are fully insured.
We hope this gives you confidence that Copanion manages this sensitive data with the utmost care and integrity.
- How do I download the completed PDF files?
After the PDF file is returned, how do I download it to my computer for storage?
You can save the organized file in a couple of ways:- Saving without opening the file
- Click the 'Organized' icon next to the taxpayer
- In the 'File Download' window, click 'Save'
- In the 'Save As' window, you can choose to save it to wherever you like (your desktop, specific folders, specific drives, etc.)
- Saving the opened file
- Click the 'Organized' icon next to the taxpayer
- In the 'File Download' window, click 'Open'
- The organized PDF will open in a new window.
- In the open PDF file window, click 'File'
Choose 'Save As', and then you can save it to wherever you like (your desktop, specific folders, specific drives, etc.)
- I uploaded my documents, but after 2 hours, it’s still not completed. Why?
GruntWorx processes a typical return in 1 to 2 hours. During peak tax season returns may take up to 1 business day for processing. If you do not see your documents completed within this time frame, please contact Customer Support at 1-800-291-2136, and press 3 for Customer Support. Or Email Copanion Customer Support at support@copanion.com
- When I download the file and ‘print-to’ my DMS, why do I lose the bookmarks?
When you 'Print to' a DMS, it only sends the original file pages to the DMS, and leaves out any bookmarks, notes, annotations, etc. If you 'Save to', 'Copy to', or drag-and-drop the files into your DMS folders, it will keep the bookmarks.
- Can I print out the pages in the order of the bookmarks?
Yes, just follow these simple steps to print out documents in the organized PDF in the order of the bookmarks:
Yes, just follow these simple steps to print out the documents in the organized PDF in the order of the bookmarks:
1. Open the PDF
2. Click on the bookmarks icon so all of the bookmarks show
3. Select and highlight the first bookmark
4. Hold down the >Shift< key and click on the last bookmark to highlight all the bookmarks (Note: only the Chapter headings will be highlighted)
5. Right-click on the mouse, and select 'Print'
6. The pages will then print in the order of the bookmarksPlease Note: This is not a standard procedure supported by Copanion, but a learned function of the PDF format.
Please Note: This is not a standard procedure supported by Copanion, but a discovered function of the PDF format.
- Are there any limits on the filesizes that I upload to you?
Currently, the size limitation is 30MB per PDF. For PDF's larger than 30MB we recommend you split the documents between two or more PDF's
- What are the ideal settings to use when scanning documents?
To achieve optimum quality on the scanned documents, scan documents in 300dpi and Black&White.
Read More About Troubleshooting
- Can I use symbols, like ampersands, in my client names or PDF file names?
Some PDF filenames may cause an issue when those files are submitted to GruntWorx. Using the following symbols in the filename of a source PDF document is known to cause issues: ampersands ( & ) and apostrophes ( ' ).
OToole_tx2007.pdf
Examples of problem PDF filenames:
O'Tool_tx2007.pdf
Bill&Judy_Smith2007.pdf
Renaming the PDF file and eliminating these symbols will allow the PDF to go through GruntWorx without issue.
Examples of OK pdf filenames:
BillJudy_Smith.pdf
Bill_and_Judy_Smith.pdf
- Can I use the Scan function if my scanner is on a network, and not attached directly to my PC?
Currently, Copanion is only supporting TWAIN-compatible scanners that are directly connected to a dedicated PC. Shared scanners on a network are not supported at this time. If you are on a networked scanner, you can always scan the client documents into a PDF file on your desktop, and then upload those to GruntWorx.
Read More About Troubleshooting
- Why are the documents in my organized PDF not as good as the ones I submitted?
There could be a number of factors affecting the finished organized PDF. If the organized PDF's have poor quality, or seem 'pixilated', check the source PDF to see if:
1. It was scanned in color
2. It was scanned in grayscale
3. The original source documents are of poor quality
If it was scanned in color or grayscale, then the returned PDF will be of a lower quality, as color and grayscale cause issues with data scanning systems. Also, the PDF file will be much larger in size that if it was scanned in Black & White, possibly causing upload/download issues as well.
If the original source documents are of poor quality, then the documents returned in the organized PDF won't be much better. To achieve optimum quality on scanned documents, scan documents in 300dpi and Black&White.
- Why can I only attach 4 files to a client… what if I have more than 4?
Currently, up to 4 PDF's can be submitted for a single client. You can use various PDF writing/editing software to combine PDF's if you have more than the maximum of 4.
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