Troubleshooting Web Forms

Why can't I change my browser setting while I'm in a secure session?
Your browser setting should not be modified while in a secure Web Forms session because it may cause your browser to freeze or the secure Web Forms session to end.

The Web Forms secure Web pages do not display properly. Why?
A number of factors may affect how these pages will display on your system. We recommend the following:

• Use the default browser settings.
• Maximize your browser window.
• Close the Favorites window.
• Use the browser's Reload or Refresh button.
• Ensure you have sufficient RAM for your browser's requirements.

I was away from my computer for 45 minutes. Can I still complete my return?
For security reasons, after 45 minutes of inactivity our servers will end a secure Web Forms session. You will be required to reauthenticate yourself and re-enter your data as any data you may have entered will have been lost.

I lost the connection to the Web Forms secure site. What do I do?
Reasons for losing your connection include telephone line interruptions, system crashes, and power failures. You will be required to re-authenticate yourself and re-enter your data, as any data you may have entered will have been lost.

I was unable to file my return. What do I do?
You will be required to re-authenticate yourself and re-enter your data as any data you may have entered will have been lost.

I filed my return but I did not get a submission number. What do I do?
If you filed your return but you did not receive a submission number, wait 48 hours and then call our Help Desk at 1-877-322-7849 to confirm that we have received your return. Our systems may take 48 hours to update.

If the return was not received, you will be required to reauthenticate yourself and re-enter your data, as any data you have entered will have been lost.