Troubleshooting
- I have a question about client data that was organized by GruntWorx. What is the best way to send my client's data to you to resolve this question?
- Why are the graphic images of the Copanion website unclear and pixilated using Internet Explorer 6 or 7?
- I received a message that states the PDF file I uploaded isn’t good… what happened?
- When I download the file and 'print-to' my DMS, why do I lose the bookmarks?
- Why are the documents in my organized PDF not as good as the ones I submitted?
- I closed my browser without logging out, and now I can't log back in. What should I do?
- I uploaded my documents, but after 4 hours, it's still not completed. Why?
- I signed up for GruntWorx Organize, but I didn't receive a registration confirmation email. What happened?
Troubleshooting
- I have a question about client data that was organized by GruntWorx. What is the best way to send my client's data to you to resolve this question?
If you have questions about client data that is being organized by GruntWorx, please contact our Customer Support department by telephone (800-291-2136 x3) or email (support@copanion.com). NOTE: If you choose to contact us via email or web form, please DO NOT include or attach client data, as it would be unencrypted and not secure.
- 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:
- Go to Control Panel
- Choose Display
- Choose the Settings tab
- Choose Advanced
- Choose General
- Set the DPI setting to "Normal size (96 DPI)", and graphics will display correctly.
- 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 the process normally. As a general rule, if you cannot read the file in Adobe Acrobat, then GruntWorx products will not be able to interpret the file either. Once you upload a file, click the 'View' link to open the file and check that it is readable. If you can view the file successfully once it's uploaded, then the upload was successful and the file is good.
- 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.
- 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 PDFs look like they are of 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 the original document 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 than 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 600dpi and black & white. When possible, scan original source documents, not copies or faxes.
Read our tutorial on the Best Practices for Scanning Tax Documents
- I closed my browser without logging out, and now I can’t log back in. What should I do?
A login to GruntWorx products 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.
- I uploaded my documents, but after 4 hours, it's still not completed. Why?
GruntWorx Organize processes a typical return in 3 to 4 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
Note: The status on your dashboard will be marked 'Processing' after you send a job to GruntWorx Organize. If the status is 'Not Started,' you must click the 'Process' button to send the job to GruntWorx Organize.
- I signed up for GruntWorx Organize, but I didn't receive a registration confirmation email. What happened?
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.
Contact Customer Support:
800.291.2136 x3
9AM to 6PM EST
Monday-Friday