Part 3. Submission Processing

Chapter 42. Electronic Tax Administration

Section 8. e-services Procedures for Help Desk Assistors (Cont. 1)

3.42.8  e-services Procedures for Help Desk Assistors (Cont. 1)

3.42.8.7 
Taxpayer Identification Number (TIN) Matching

3.42.8.7.2  (10-01-2012)
Delete/Revoke/Restore a TIN Matching Application

  1. If the customer inquires about the ability to remove a firm's TIN Matching Application from the system, or is requesting that a previously deleted application be restored, determine their role on the application. If they are not the Principal, advise the caller that only Principals can make such a request.

  2. If the caller is the Principal and still needs assistance with revoking/deleting, or would like to restore a previously deleted TIN Matching Application, advise the customer that their request will be referred to the e-services technical staff for resolution. Escalate Interaction and transfer the call to the e-services Technical L2 Provider Group. Document Interaction with the following information:

    • Name of Principal

    • Username of Principal

    • Telephone number (with time zone) of Principal

    • Position in the company (president, vice president, owner, etc.)

    • Company name as shown on the TIN Matching Application

    • Company TIN as shown on the TIN Matching Application

    • Reason for revoking, deleting or restoring the application

3.42.8.7.3  (10-01-2012)
Replace a Principal

  1. A Responsible Official may delete an old Principal after placing a new Principal on the TIN Matching Application. If there is no other Principal or Responsible Official to do this, escalate Interaction and transfer the call to the e-services Technical L2 Provider Group. Document Interaction with the following information:

    • Name, Username, and phone number of employee needing to be added

    • Position in the company (office manager, secretary, etc.)

    • Company name as shown on the TIN Matching Application

    • Company TIN as shown on the TIN Matching Application

3.42.8.7.4  (09-16-2011)
Bulk TIN – Valid Response

  1. When submitting a Bulk TIN Request (up to 100,000 TIN and name combinations), as well as an Interactive TIN Request (up to 25 TIN and name combinations), there are nine possible result codes. If the customer calls in for an explanation of these codes, offer the following definitions:

    1. 0 – Name/TIN combination matches IRS records

    2. 1 – Missing TIN or TIN not a nine digit number

    3. 2 – TIN not currently issued

    4. 3 – Name/TIN combination does NOT match IRS records

    5. 4 – Invalid request (e.g., contains alphas, special characters). Must have TIN Type, TIN, Name (Name field is limited to 40 characters).

    6. 5 – Duplicate request

    7. 6 – Matched on SSN, when the TIN type is (3), Unknown

    8. 7 – Matched on EIN, when the TIN type is (3), Unknown

    9. 8 – Matched on SSN and EIN, when the TIN type is (3), Unknown

  2. If customer does not see the result code they were expecting, and asks for the correct TIN, explain we are not authorized to disclose that information and they will need to verify with their client.

3.42.8.7.5  (10-01-2012)
Bulk TIN – No Response

  1. When a customer submits a Bulk TIN request, they should receive a response within 24 hours. If a customer calls because a response has not been received, or the results are illegible, ask the customer to resubmit their Bulk TIN request. Have them record the tracking number and the date/time stamp of their submission. If they still have not received a response after an additional 24 hours have passed, they should call the e-help Desk again.

  2. When the customer calls back because they still have not received a response, escalate Interaction to e-services Technical L2 Provider Group. Include tracking number and date/time stamp provided by customer, Username, and company EIN in Interaction documentation.

3.42.8.7.6  (10-01-2012)
TIN Matching Suspended and/or Locked Out

  1. When the customer is suspended and/or locked out, they will receive a pop-up message indicating that they are locked and the reason (e.g., Results Code 5 - Duplicate). Inform customer:

    1. The TIN Matching program contains a built-in security feature that detects when a taxpayer EIN, SSN or ITIN is being researched using different names.

    2. Account access is blocked for four days (96 hours) if a taxpayer EIN, SSN or ITIN is researched using different names.

    3. They will have to wait for the system to unlock them.

  2. General Services Administration (GSA) is the organization responsible for the System for Award Management (SAM) Web site. It has replaced the Centralized Contractor Registration (CCR) Web site. If a GSA customer is locked out:

    1. Verify customer information (customer name, telephone number, firm name and EIN) in e-help Support System (EHSS). If not correct, document correct information in Interaction description along with the Username and EIN.

    2. Escalate Interaction and transfer the call to e-services Technical L2 Provider Group.

3.42.8.7.7  (09-11-2007)
TIN Matching Error Messages

  1. Sometimes the customer will receive an error message when attempting to use TIN Matching. The four most common errors are:

    • Not enough storage

    • File empty

    • No file name selected during upload

    • Problem with current login

3.42.8.7.7.1  (10-01-2012)
Not Enough Storage

  1. This error message is most likely to occur when trying to do Bulk TIN Matching. When the customer calls regarding this error message, verify their information in the Customer Information section of the Interaction. Document any missing information in the Description and include the following:

    • Username

    • Date and time of transmission

    • EIN and name of firm/organization

    • Number of rows in file

    • Tracking number

  2. Escalate Interaction and transfer the call to e-services L2 Provider Group for resolution.

3.42.8.7.7.2  (09-11-2007)
File Empty

  1. This error message is most likely to occur because there are extra carriage returns or blank spaces at the end of their file, or there are miscellaneous characters in the file. In order to resolve this error message, have the customer remove the blank lines or miscellaneous characters. Advise the customer to save and resubmit the file.

3.42.8.7.7.3  (09-16-2011)
No File Name Selected During Upload

  1. Error message 20000, 58 is generated when a name is not on the file when trying to upload. To resolve this error, the customer will need to ensure the file they are trying to upload is in a ".txt" format and the file name is in the top box. Special characters should not be in the file name except for the single period/dot [ . ] to identify the text (txt) file extension. The bottom box must have an email address for notification, if different from their Registration Record email address. Have the customer resubmit the file.

3.42.8.7.7.4  (10-01-2012)
Problem with Current Login

  1. Customer received error message 20000, 97 when attempting to reach the Interactive TIN Matching option.

  2. Document the customer's issue, escalate the Interaction, and transfer the call to e-services Technical L2 Provider Group.

3.42.8.8  (10-01-2012)
e-services Products

  1. As a means to increase the use of e-file and promote more efficient business contacts with the IRS, e-services products are offered to external customers. These e-services products were previously referred to as "incentive" products:

    • Disclosure Authorization (DA)

    • Electronic Account Resolution (EAR)

    • Transcript Delivery System (TDS)

  2. Tax professionals (Principals and Responsible Officials) with an EFIN are automatically granted access to the e-services products links once they e-file five or more accepted individual and/or business returns. There are four exceptions to this rule, whose e-services products have to be manually activated:

    • Reporting Agents

    • Low Income Tax Clinics

    • Circular 230 Practitioners

    • State and local governments (e.g., through the state TDS Application)

    Note:

    Primary contacts, alternate contacts, and employees of the company do not have this privilege. They must be a Delegated User and be given access authority by a Principal or Responsible Official. The Delegated User must be registered on the RUP and confirm their registration before they will have access to the e-services products links. Un-enrolled Return Preparers and Registered Tax Return Preparers cannot submit a Form 2848, Power of Attorney and Declaration of Representative via e-services. When using e-services, the un-enrolled Return Preparer and Registered Tax Return Preparer will be prompted to print Form 2848Power of Attorney and Declaration of Representative and mail or fax it to the Centralized Authorization File (CAF) Unit.

  3. If a customer contacts you requesting access to e-services products and they do not meet the criteria for access to these products, explain the rule to them.

    Note:

    Low Income Tax Clinics have been granted access to e-services products and they may also contact the e-help Desk for technical assistance. There are no special rules for these users and they should be treated as regular e-services customers. They DO NOT have to meet the five accepted tax returns threshold to gain access to e-services products links.

3.42.8.8.1  (10-01-2012)
Secure Mailbox

  1. Each registered user has a Secure Mailbox where data is placed, or deposited. They access this data by clicking the "Mailbox" link found in the navigation tool bar along the top of each e-services page. For most of the products, an email is sent to the user alerting them data has been placed in their Secure Mailbox. Depending on the type of data, and whether or not it has been Read or left Unread, the system will automatically delete the files. The delete time frames are as follows:

    Figure 3.42.8-3

    Product Read Unread
    DA Report 30 days 30 days
    TDS 3 days 30 days
    EAR 30 days 30 days
    TIN Matching 3 days 30 days

3.42.8.8.2  (10-01-2012)
Missing Links

  1. If customer does not see their e-services products at the Welcome page, ask what company they chose at the Select Organization page. Whichever one they selected, suggest they select the other company link. For example, if they initially chose their Responsible Official link (DBA name with address), ask them to log out and log in again. This time suggest they select their Principal link (legal name with no address). Sometimes, the e-services products will be found on one of the company links but not both.

    Note:

    If a customer is not seeing all of their company links at the Select Organization page, inform them that they will only be able to see the first 14 links. They can access all of their e-file Applications by going to Application > e-file Application and doing a search by the EFIN number or location address.

  2. If a caller still does not see their links, verify the following:

    1. Status is confirmed on their Registration Record.

    2. Five or more accepted returns were filed in the current or prior year. (See IRM 3.42.8.8, e-services Products, paragraph (2) for exceptions).

    3. Caller is a Principal/Responsible Official and passed suitability or a delegated user with delegated authorities.

    4. Provider Option of the Electronic Return Originator (ERO) is in Accepted status.

  3. If all criteria is met, go to the "Services Authorized For" page and manually check off all three boxes, if they are not already checked. Save the application and insert comments. Ask the customer to sign out, log in again and check for the links.

  4. If the links are still not showing, do the work-around of toggling the address, as follows:

    1. Access the e-file Application.

    2. Go to the Business Address page.

    3. Make a change to the business address (spell out or add Street, Drive, etc.).

    4. Save application and enter a comment such as, "Toggled Address to Get Business Link or e-services Products" .

    5. Undo your previous Address Change.

    6. Save the application again and enter another comment such as, "See Comment Below" .

    7. Ask the customer to log out, log in again and check for the links.

3.42.8.8.3  (02-02-2012)
Access to Client Information

  1. Client information via e-services cannot be accessed without a Form 2848, Power of Attorney and Declaration of Representative, on file. This authorization can be viewed on IDRS using CC CFINK and the taxpayer's TIN. Review the CC CFINK response screen for the following:

    • The Powers field must contain a "U" for Unmodified.

    • The information must be complete. There are some instances in which a Form 2848 entered through DA will not post correctly. When this happens, the customer must mail or fax the Form 2848 to the Centralized Authorization File (CAF) Unit.

    Note:

    State users do not need a POA as their authority for access is Internal Revenue Code Section 6103 (d). Income Verification Express Service (IVES) users access TDS transcripts placed into their Secure Mailbox based upon IRS employees processing taxpayers' signed Form 4506-T, Request for Transcript of Tax Return or Form 4506T-EZ, Short Form Request for Individual Tax Return Transcript.

  2. If the customer is using EAR or TDS and receives a CAF Failure error, research and provide the CAF number as follows:

    1. Request his/her name and address to research CC RPINK or CC CFINK.

    2. Confirm there is an existing CAF number(s) for the caller.

    3. Authenticate the caller's identity by following disclosure probes found in IRM 21.1.3.3, Third Party (POA/TIA/F706) Authentication.

      Note:

      Do not provide the CAF number if caller fails to answer one of the probes, instead, advise them to contact the Practitioner Priority Service (PPS) at 866-860-4259. They will mail the CAF number(s) to the POA address of record.

3.42.8.8.4  (10-01-2012)
Disclosure Authorization (DA)

  1. Disclosure Authorization (DA) is the online method for submitting third party authorizations to the CAF. There are two types of third party authorizations that can be transmitted through DA.

    • Form 2848, Power of Attorney and Declaration of Representative (POA) – A taxpayer can grant authority to representatives to receive tax data and represent them before the IRS. Form 2848 covers specific tax forms and tax periods.

    • Form 8821, Tax Information Authorization (TIA) – A taxpayer can grant authority to any individual or organization to inspect or receive the taxpayer's confidential tax information. Form 8821 covers specific tax forms and tax periods. Form 8821 is not recognized as a full POA in e-services and does not allow representatives to access client information via TDS.

      Note:

      Effective July 26, 2009, Un-enrolled preparers can no longer submit a Form 2848 via e-services.

  2. A signed copy of Form 2848 or Form 8821 must be retained in the authorized representative’s files.

  3. The client's signature consists of the taxpayer's personal tax return AGI, AGI year, and DOB, plus a PIN created by them or their representative. Negative amounts can be used by putting a minus [ - ] sign before the dollar amount.

  4. The income tax year range available for AGI on the DA taxpayer Signature page varies depending on the time of year. The RUP will show the current year plus two or three prior years.

  5. e-help Desk assistors should use IDRS CC CFINK to research CAF information. If the CAF number has been lost, forgotten or is unknown, advise user to:

    1. Leave CAF number field blank when completing DA. If the information matches exactly what is in the CAF system, a message will appear providing the CAF number, or

    2. Contact the Practitioner Priority Service (PPS) by calling 866-860-4259.

  6. After submission, the only areas which may be modified are the address and phone number. The representative must complete a new DA request when adding another tax form or tax period to the authorization.

  7. If duplicate CAF numbers exist and caller requests assistance in deleting one or more CAF numbers, caller must submit a written request to the appropriate CAF unit. Their request must list the multiple CAF numbers and indicate which CAF numbers they want to keep.

3.42.8.8.4.1  (09-11-2007)
More Than One Representative

  1. DA allows a tax professional to enter more than one representative. However, each representative must log in to e-services to sign the DA. Assistors can help customers with this process by guiding them through the following steps:

    1. Advise the first representative to sign his/her authorization, "Save" the DA, record the Source Document Locator Number (SDLN), and then exit.

    2. The second representative can now log in, click on "Modify Forms 2848/8821" , retrieve the DA by using the SDLN, click on "Finish" , and follow the screens to validate their signature.

    3. After all representatives' signatures are verified, and the taxpayer's signature has been input, the last representative needs to "Submit as Final" .

3.42.8.8.4.2  (09-16-2011)
Business DA

  1. For a Business DA, the client's signature consists of personal tax return data from the Officer of the company, or person signing the Business Tax Return. The data needed is AGI, AGI year, DOB, TIN, contact title, plus a PIN created by them or their representative. Negative amounts can be used by putting a minus [ - ] sign before the dollar amount.

3.42.8.8.4.3  (10-01-2012)
CAF Unit Faxing

  1. The following DAs must be faxed to the CAF Unit:

    • The taxpayer is deceased

    • Client has not filed a return in the last three years

    • Client previously filed DA using different last name, and name control discrepancy is creating error

    • Civil Penalty, Estate Tax, or Innocent Spouse cases

    • Representative has the Designation Level of H, Un-enrolled Return Preparer or I, Registered Tax Return Preparer

    • Multiple attempts to submit have failed. Consider that the user may be having a browser problem. Make sure the customer is not using a saved link to access the e-services login screen.

      Note:

      When customers need quick service or they are unable to use DA, suggest they make their request through the Practitioner Priority Service (PPS) by calling 866-860-4259.

  2. CAF Unit fax numbers:

    • Memphis - 855–214–7519

    • Ogden - 855–214–7522

    • Philadelphia - 267-941-1017

3.42.8.8.5  (10-01-2012)
Electronic Account Resolution (EAR)

  1. Tax professionals with a valid Form 2848 or Form 8655, Reporting Agent Authorization, on file with the CAF or RAF (Reporting Agents File) Units, can initiate electronic account inquiries on behalf of their clients. The following inquiries are available through EAR for tax professionals with a valid Form 2848:

    • Account problem inquiry

    • Complex refund inquiry

    • Notice inquiry

    • Installment Agreement inquiry

    • Payment tracer inquiry

    • Multiple inquiries

    • Follow-up inquiry

  2. The following inquiries are available through EAR for Reporting Agents with a valid Form 8655:

    • General account inquiry

    • Penalty information/computation

    • Misapplied payment/credit transfer

    • Mixed entity/period

    • Multiple inquiries

    • Follow-up inquiry

    Note:

    Assistors can use CC RFINK to research a Reporting Agents authority on the Reporting Agent Authorization File.

  3. EAR inquiries are worked by the Practitioner Priority Service (PPS). The user must enter the following required information: TIN, CAF number, and their email address, and then choose the tax form and tax period pertaining to the inquiry.

    Note:

    The inquiry will auto populate with the email address on file. If the user changes the email address on the inquiry screen it will only change where the email notification for that particular request is sent. If the user wishes to permanently change the email address, it will need to be changed on the Maintain Registration page under Revise Registration.

  4. After the user submits an EAR inquiry, they will receive an acknowledgment page that confirms successful submission. This page summarizes the date and time of the transmission, type of inquiry, tracking number, taxpayer's name and taxpayer's identification number. EAR responses are usually delivered within three business days (72 hours) to the user's e-services Secure Mailbox. The user will receive an email telling them that a response is in their e-services Secure Mailbox.

    Note:

    e-help Desk assistors should refer all EAR inquiries regarding tax accounts to PPS at 866-860-4259.

3.42.8.8.5.1  (10-01-2012)
Common EAR Problems

  1. Problem Description Field – The Problem Description field (caller may refer to as "client's issues" field) allows a maximum of 4,000 alpha/numeric characters. Advise the customer to type their response as they would an email or standard text word document. They should then log in to e-services and simply cut and paste from their document into this field.

  2. Email Address Required – An email address must be provided for IRS to send a notification that the response is ready in the customer's Secure Mailbox.

  3. Entry Too Long – The length of the name is longer than the total allowed in the field. Enter as many characters as possible until the maximum number of characters has been reached.

  4. Lost Tracking Number – If the tracking number is not available from the original inquiry, escalate Interaction and transfer the call to e-services L2 Provider Group for resolution. They can search DA Transaction History and recover it. Always include the Username in the write-up when elevating to L2.

3.42.8.8.5.2  (10-01-2012)
No EAR Response Received

  1. The Practitioner Priority Service (PPS) has three business days to respond to the original request. If no response is received after three days (72 hours), request customer check the Secure Mailbox for a response (even if no email notification was received).

  2. If there is no response in the Secure Mailbox, the customer will need to submit a follow-up inquiry using the original tracking number. Verify the customer has the tracking number. If tracking number is needed, escalate Interaction and transfer the call to e-services L2 Provider Group for resolution. Level 2 will search DA Transaction History, recover tracking number and advise the customer to submit a follow-up inquiry.

  3. A follow-up inquiry should also be submitted when the customer wants to submit a question or additional information related to the original inquiry.

  4. If a customer receives Message Error 10 while doing a follow-up inquiry request, the tracking number is older than 45 days. The customer should call PPS at 866-860-4259, or submit a new request.

  5. If the follow-up inquiry has not been received after three business days, escalate Interaction and transfer the call to e-services L2 Provider Group for resolution.

3.42.8.8.6  (10-01-2012)
Transcript Delivery System (TDS)

  1. Transcript Delivery System (TDS) allows tax professionals, Reporting Agents, Low Income Tax Clinics (LITC), state and local governmental agencies, and internal IRS users to request and receive transcripts electronically. Tax professionals and LITC representatives must have a Form 2848 on file to access client transcripts. Reporting Agents need a valid Form 8655. The TDS system does not accept Form 8821 as a full Power of Attorney. The following products are available through TDS:

    • Account Transcripts show the information posted on the account, including payments, adjustments, etc. Account Transcripts are available for any account that is active on the IRS Master File.

    • Return Transcripts include most lines from the original return, including attached forms and schedules. The transcript contains both the return and computer entries. Return Transcripts are available for returns filed during the current and three prior tax years.

    • Record of Account Transcripts are a combination of the Account and Return Transcripts. Record of Account information is available for returns filed during the current and three prior tax years.

    • Wage and Income Documents show income reported by payers on forms such as W-2 and 1099. Wage and income information may be available for up to ten years.

    • Verification of Non-Filing is generated when a taxpayer needs verification that a tax return was not filed, such as when applying for a state-backed mortgage subsidy bond. Taxpayers may need a letter from the IRS indicating that they did not file a tax return. Verification of non-filing information is available for the current and three prior tax years.

    Note:

    In addition to Account Transcripts, Return Transcripts and Record of Account Transcripts, a limited number of business return transcripts are available. Return and Record of Account transcripts are not available for all forms.

3.42.8.8.6.1  (10-01-2012)
Rejected TDS

  1. TDS will reject requests for transcripts if any one of the following conditions is present on the taxpayer's CAF record:

    • DA is Form 8821.

    • Designation level under the column LV shows "X" .

    • Powers Code under the column AUTHS shows anything other than "U" (Unmodified).

    • Column RCTS shows "R" (authority to receive a refund), this is considered to be a modification for e-services purposes.

  2. TDS will reject requests for transcripts if any one of the following conditions is present on the representative's CAF record in the REP-ACTION field:

    • Undeliverable

    • Deceased

    • Disbarred

    • Suspended

    • Resigned

    • Ineligible

    • Inactive

  3. If a transcript request was rejected, the customer must call the Practitioner Priority Service (PPS) at 866-860-4259 and request their transcripts.

3.42.8.8.6.2  (10-01-2012)
Married Taxpayers

  1. A valid POA is required for at least one of the joint filers for the following transcripts: Account Transcript, Tax Return Transcript, and Record of Account Transcript. However, a representative is only entitled to Verification of Non-Filing and Wage and Income Transcripts for the joint filer for which they have a valid POA.

3.42.8.8.6.3  (02-02-2012)
IRS Employees

  1. Advise IRS employees who experience problems using TDS to contact the Information Technology Support Desk at 866-743-5748, to open a Knowledge, Incident/Problem, Service, Asset Management (KISAM) ticket.

3.42.8.8.6.4  (09-16-2011)
State Users

  1. Advise state users to contact the Disclosure Manager for their state to apply for the TDS product. IRS Disclosure offices may be found at http://www.irs.gov/foia/article/0,,id=120681,00.html.

3.42.8.8.6.5  (10-01-2012)
Income Verification Express Service (IVES) Users

  1. IVES is a partially automated service that provides two-business day processing and delivery of transcripts to participants who pay a fee for this service. Each company must complete Form 13803, Income Verification Express Service (IVES) Application, which is entered into the EUP by IVES Coordinators in the Return and Income Verification Services (RAIVS) unit. IVES customers request transcripts by faxing Form 4506-T, Request for Transcript of Tax Return or Form 4506T-EZ, Short Form Request for Individual Tax Return Transcript, to the appropriate RAIVS unit. Once an IVES Application has been established for them by the RAIVS unit, and they are given a Participants/Consolidator Number, they are treated the same as any other customer. Transcripts are delivered to the customer's e-services Secure Mailbox.

  2. The Principal, Responsible Official and Delegated User assigned to use e-services products must register individually to create and have access to a Secure Mailbox. The Principal and Responsible Official must be confirmed in order to see their IVES Consolidator Application link. A Responsible Official only has access to the Authorized User(s) page and will be taken there directly from the Consolidator Application link. The Principal has access to their application and reports. Delegates only have Secure Mailbox access.

  3. IVES users should NOT update the IVES Application through e-services. Any updates must be submitted on a revised Form 13803, Income Verification Express Service (IVES) Application, and faxed to the RAIVS unit.

  4. Customers with the following issues should be referred to the RAIVS Unit where their request was faxed:

    1. No response from application that has been faxed.

      Note:

      Verify the application was faxed to the correct number. If application was previously faxed to incorrect number, provide correct fax number and ask customer to fax again.

    2. Charged for more transcripts than delivered.

    3. Trouble accessing reports (transcripts).

    4. Received transcripts without approved Form 4506-T or Form 4506T-EZ.

  5. If the customer previously contacted the RAIVS Unit and did not receive a response, refer caller to IVES program office at 816-291-9717 or 816-291-9727.

  6. Questions regarding IVES participation suspension or unresolved unpaid bills sent to treasury offset should be referred to the IRS Beckley Finance Center at 304-254-3327 or 304-254-3328.

  7. RAIVS Unit contact information:

    • Austin, fax number: 877-477-9603 and phone number: 512-460-2966

    • Cincinnati, fax number: 877-477-0578 and phone number: 859-669-3585

    • Fresno, fax number: 877-477-0576 and phone number: 559-456-5897

    • Kansas City, fax number: 877-477-9601 and phone number: 816-325-3662

    • Ogden, fax number: 877-477-0580 and phone number: 801-620-6204

3.42.8.8.7  (10-01-2012)
Common TDS Problems

  1. Sometimes the user has problems transmitting and receiving their TDS information. The following subsections may help to resolve those issues. If the problem is still not resolved, escalate Interaction and transfer the call to e-services Technical L2 Provider Group. Always include the Username in the write-up when elevating to L2.

3.42.8.8.7.1  (09-11-2007)
Bulk Request Upload Error Message

  1. When the customer is sending a bulk file, it should not contain more than one megabyte (MB) of information. If the customer calls because of the "Bulk file contains errors" message, follow the chart below:

    Figure 3.42.8-4

    If ... Then ...
    The file name is not lowercase and the extension is not .txt Advise the customer that their file name must be lowercase and the extension on the file must be .txt regardless of what software (Word, Excel, Notepad, etc.) was used to create the file. Save the file in Plain text using Notepad and the extension .txt. Then try to upload the file again.
    The file is larger than 1 MB of information Advise the customer to lower the size of the file and try to upload the file again.

3.42.8.8.7.2  (10-01-2012)
Unable to Receive Business Master File (BMF) Return Transcripts

  1. Sometimes the customer will request BMF return transcripts that are currently not available through TDS. A limited number of BMF return transcripts are available through TDS. If the forms the customer is requesting appear to be available, look up the authorities in IDRS using CC CFINK. If the customer's POA is not posted for the year(s) and form(s), advise them to submit a DA in order to update the CAF authorities.

    Caution:

    Follow proper authentication procedures, as described in IRM 3.42.7.13.4, Authentication and Authorization Guidelines.

  2. For state users: if the product, form number, and tax period (year and month) are available on TDS, the product is within the years available through TDS, and the customer still cannot get the product, escalate Interaction and transfer the call to e-services Technical L2 Provider Group.

3.42.8.8.7.3  (09-16-2011)
TDS Letters Cut Off or Cannot Print

  1. Customers may experience problems with printing transcripts. If the transcript is cut off in part, or will not print at all, assist the customer based on the type of browser the customer is using.

  2. For the Internet Explorer (IE) browser:

    1. Determine the version of Internet Explorer.

    2. Select Help in the Web browser.

    3. Select About Internet Explorer (the version number of the browser software will be listed in the window that appears).

    4. Determine which version is listed.

    5. If lower than 6.0, update Explorer; download a new version of Internet Explorer from the Web site at http://www.microsoft.com. If the printout drops off of the right side of the page, even though the browser window shows everything and the version is 6.0, change the margins by clicking on File, Page Setup, change the left margin to .25, then print.

  3. If another browser is used:

    1. Advise the customer that e-services is designed to work in Internet Explorer version 6.0 or higher, or a browser with equivalent capabilities.

    2. If the customer chooses to use a different browser, they must be certain that the browser supports cascading style sheets and JavaScript.

    3. If customer is using Firefox, explain that e-services is not completely compatible with Firefox and suggest they use Internet Explorer. Firefox now has "Add Ons" which can be downloaded and may help.

  4. Computer settings for all browsers, must have Style Sheets enabled. This can be verified by doing the following:

    1. From the top line menu of the Internet Browser, select "Tools" , then "Options" .

    2. On the Advanced tab, ensure "Cascading Style Sheets" is enabled.

    3. On the Advanced tab, ensure "Do not save encrypted pages to disk" is enabled.


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