Set up internet options if receiving an error message when transmitting a return to the CRA

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

This is not a ProFile 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

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

Table of contents:

Back to Table of Contents

Check the ProFile version

1. Select About from the Help dropdown menu. The version number will display.

2. To check if the version is the most recent available, select the Check for Updates option from the Online dropdown menu.

The check for updates process will begin, this'll determine if the version if the most recent.

Back to 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 Start Menu.
2. Select Settings.
3. Select the Update & Security option. The Windows Update status window will display.

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

Back to Table of Contents

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 displays.
4. Select the Advanced tab.
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:

Back to Table of Contents

Clear cache and browsing history

You may need to clear your cache and browsing history for ProFile to work as expected. To do this, follow these steps:

1. Open the Windows Control Panel.
2. Select Network and Internet.
3. Select the Internet Options option.
4. Select the General tab.
5. Select Delete... 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.

Back to Table of Contents

Check proxy settings

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

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

Back to Table of Contents

Check .NET version

To meet CRA security standards, ProFile needs Microsoft .NET Framework to be turned on and up to date.

To ensure the .NET framework is correctly enabled, consult the following article on how to enable, install and verify Microsoft .NET Framework 4.8 on Windows and Servers.

Back to Table of Contents

Set a firewall antivirus exception for ProFile

To use ProFile's online features, like auto updates and EFILE, set up exceptions in your antivirus software. This lets ProFile run smoothly and keeps your computer secure.

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 Windows Firewall is turned off, your antivirus software may be managing it, or there might be a hardware firewall in place. Only your network admin can update hardware firewall settings.

For instructions on adding exceptions in the Windows Defender Firewall, see our support article.

Back to Table of Contents

Turn off your pop-up blocker

Your privacy settings might be blocking pop-up windows, which ProFile uses to display information. To fix this, follow these steps:

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.

Back to Table of Contents