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

The “Webservice Unavailable” window displays

Issue

When trying to transmit a return to the CRA, an error may occur during the transaction, including one of the following: 

Failed to initiate transaction

Web service unavailable

Shopping cart empty

This isn't 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.

Table of contents:

Check Windows Update

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 will display.

5. Install any updates that are pending.
6. Reboot the computer after any updates are complete.

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Set firewall and antivirus exception for Turbo Tax Business Incorporated

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.

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Set SSL/TSL security

1. Open the Windows Control Panel.
2. Select Network and Internet.
3. Select the Internet Options option.

The Internet Properties window will display.

4. Select the Advanced option.
5. Review the SSL connections under the Settings section.

6. Ensure that Use SSL and Use TLS options are all selected/activated.
7. Select the Privacy tab.
8. Select Advanced.
9. Select the Override automatic cookie handling option.
10. Set First-party Cookies option to Accept.
11. Set Third-party Cookies to Accept.

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Turn off pop-up blocker

Your privacy settings may be blocking pop-up windows, such as those used by TurboTax Business Incorporated.

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.

6. Select OK.

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Clear cache and browsing history

You may need to clear your cache and browsing history so Turbo Tax Business Incorporated can work as it should.

1. Open the Windows Control Panel.
2. Select Network and Internet.
3. Select the Internet Options.
4. Select the General tab.
5. Select .. in the Browsing history section.
6. 6. Select Preserve Favourites website data and Cookies and website data.

These options are set to keep your presets and history just as they are, so you won’t lose any data.

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Check proxy settings

Sometimes, a Windows update can change certain settings, including your internet options.

1. Open the Windows Control Panel.
2. Select Network and Internet.
3. Select Internet Options.
4. Select the Connections tab.
5. Select LAN Settings.

6. Uncheck the Automatically detect settings checkbox.
7. Uncheck the Use a proxy server for your LAN checkbox.

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Check .NET Version

To meet CRA security requirements, Turbo Tax Business Incorporated needs Microsoft .NET Framework to be turned on 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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