Try GruntWorx


Refer a Friend
 

 

Troubleshooting

  1. Why are the graphic images of the Copanion website unclear and pixilated using Internet Explorer 6 or 7?
  2. I received a message that states the PDF file I uploaded isn’t good… what happened?
  3. When I download the file and 'print-to' my DMS, why do I lose the bookmarks?
  4. Why are the documents in my organized PDF not as good as the ones I submitted?
  5. I closed my browser without logging out, and now I can't log back in?
  6. I uploaded my documents, but after 2 hours, it's still not completed. Why?
  7. Why must my scanner be Twain compatible? The scanner I use is not, and it produces PDF documents that I can open up in Adobe Acrobat?
  8. I signed up for GruntWorx, but I didn't receive a registration confirmation email?

Troubleshooting

  1. Why are the graphic images of the Copanion website unclear and pixilated using Internet Explorer 6 or 7?

    Internet Explorer 6 and 7 do not display correctly when your computer's display setting is set to 120 DPI. To change the DPI settings:

    1. Go to Control Panel
    2. Choose Display
    3. Choose the Settings tab 
    4. Choose Advanced
    5. Choose General
    6. Set the DPI setting to "Normal size (96 DPI)", and graphics will display correctly.

    Return to Top

  2. I received a message that states the PDF file I uploaded isn’t good… what happened?

    It's possible that the PDF file that you sent was password protected… if you remove the password protection and resubmit, it should go through normally. As a general rule, if you cannot read the file in Adobe Acrobat, then GruntWorx won't be able to interpret the file either. Once you upload a file, click the 'View' link to open the file and check that it's readable. If you can view the file successfully once it's uploaded, then the upload was successful and the file is good.

    Return to Top

  3. 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.

    Return to Top

  4. 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.

    Return to Top

  5. I closed my browser without logging out, and now I can’t log back in?

    A login to GruntWorx times out after a short period of inactivity (approximately 15 minutes), so if you try to log in after the 15 minutes have expired, it will reset and you can access the system. You'll be prompted with a message stating that you are already logged in, and it will ask if you want to drop the other session; choose 'Yes', and you'll be able to login in anew.

    Return to Top

  6. 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

    Return to Top

  7. Why must my scanner be Twain compatible? The scanner I use is not, and it produces PDF documents that I can open up in Adobe Acrobat?

    You can absolutely use any PDF file created by the scanner of your choice. GruntWorx provides an optimized scanning feature that will allow you to scan documents directly using your web browser. The GruntWorx scan feature automatically optimizes scanner settings for each tax document as it is being scanned and makes it easy to produce high quality scanned images. Currently, this feature only supports TWAIN-compatible scanners. You will always have the choice of scanning documents yourself using non-TWAIN compatible scanners and then uploading the PDF files to us for processing.

    Return to Top

  8. I signed up for GruntWorx, but I didn't receive a registration confirmation email?

    Sometimes email filters from some email accounts will interpret a registration email as 'junk' mail, so please check your junk or spam email folder for the registration email from Copanion.

    Return to Top