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Turbo Tax Business Incorporated error “Failed to initiate transaction” when trying to EFILE

by Intuit Updated 11 months ago

The “Webservice Unavailable” window displays:

pcg_L0qpB2LbY_1.JPG

Issue

When trying to transmit a return to CRA, an error may occur during the transaction, including "failed to initiate transaction", "Web service unavailable" or "Shopping cart empty".

This is not a Turbo Tax Business Incorporated error, but could be resulting from the following situations:

  • High security settings on the computer
  • A network disruption
  • Settings changed via a recent Windows update

Resolution

The following are solutions that may resolve the security setting issues the computer may be having:

It is possible that an update for Windows is pending, but has not yet been activated.

1. Open the Windows Control Panel.

2. Select System Security.

3. Select the System and Security option.

4. Select the Windows Update option.

The Windows Update status window displays:

pcg_L0qpB2LbY_2.JPG

5. Install any updates that are pending.

6. Reboot the computer after any updates are complete.

In order for Turbo Tax Business Incorporated to access its online features (for example, auto updates, EFILE, etc.) exceptions must be created for antivirus software designed to protect computers. The exception allows Turbo Tax to function properly while still ensuring a secure computer.

Review your antivirus software's list of exceptions; due to the different software suppliers, versions and licenses, you may need to contact your supplier or research online on how to review and/or create exceptions.

Tip: If the Windows Firewall is deactivated, most likely there is an antivirus software controlling the firewall, or there's a hardware firewall. Only the network administrator can make changes to a hardware firewall.

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

The Internet Properties window displays.

4. Select the Advanced option.

5. Review the SSL connections under the Settings section:

pcg_L0qpB2LbY_3.JPG

6. Ensure that Use SSL and Use TLS options are all selected/activated.

7. Select the Privacy tab.

8. Click the Advanced button.

9. Select the Override automatic cookie handling option.

10. Set First-party Cookies option to Accept.

11. Set Third-party Cookies to Accept:

pcg_L0qpB2LbY_4.JPG

It is possible that your privacy settings are preventing pop-up windows (like those utilized by Turbo Tax Business Incorporated) from displaying.

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the Privacy tab.

5. Ensure the Pop-up Blocker option is deselected:

pcg_L0qpB2LbY_5.JPG

6. Click the OK button.

It may be necessary to clear your cache and browsing history of previously-viewed material, in order to allow Turbo Tax Business Incorporated to properly function.

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the General tab.

5. Click the .. button in the Browsing history section.

6. Select Preserve Favourites website data and Cookies and website data.

These options are selected so that pre-set options and history remain intact and no user data is lost.

pcg_L0qpB2LbY_6.JPG

At times some settings can change with a Windows update. One such case is with the internet options.

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the Connections tab.

5. Click the LAN Settings button:

pcg_L0qpB2LbY_7.JPG

6. Uncheck the Automatically detect settings checkbox.

7. Uncheck the Use a proxy server for your LAN checkbox:

pcg_L0qpB2LbY_8.JPG

To comply with security requirements from the CRA, Turbo Tax Business Incorporated requires Microsoft .NET Framework be enabled and up-to-date.

To ensure the .NET framework is correctly enabled, consult the following article: How to verify .NET Framework version.

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