What does my error mean in CCH Axcess™ Client Collaboration?

  • Article Type:
  • Problem Resolution
  • Last Modified:
  • 03/12/2021

Symptoms

Below is a common list of errors encountered while sending an Organizer or Engagement Letter
  • AssureSign Details Unavailable
  • Provided Credentials Could not be authenticated
  • Engagement Due Date less that current date
  • Organizer Due Date less that current date
  • Taxpayer signature required
  • Spouse signature required
  • Return locked/ Password protected
  • Your User ID has been locked.  You have exceeded the maximum number of login attempts.  Please contact your administrator
  • Unable to send request
  • Missing Details - taxpayer email address, first name, last name
  • Missing Details - spouse email address, first name, last name
  • Taxpayer and spouse cannot have same email address.
  • Taxpayer request creation failed
  • Batch processing failed
  • If individual request is in batch progress tab for long time (Taxpayer request creation is in progress)
  • X-Position and Width place jotblock 'Taxpayer Signature outside of document bounds
  • Taxpayer request creation. Invalid email address.

Environment

CCH Axcess Client Collaboration
CCH Axcess

Cause

N/A

Resolution

Error TextResolution
AssureSign Details UnavailableFirm Admin needs to setup eSign for firm
Provided Credentials Could not be authenticatedThis is issue with AssureSign and will need to contact support for assistance
Engagement Due Date less that current dateNeed to set due date to current date or greater than current date
Organizer Due Date less that current dateNeed to set due date to current date or greater than current date
Taxpayer signature requiredNeed to edit engagement letter template used and add taxpayer signature jotblock
Spouse signature requiredNeed to edit engagement letter template used and add spouse signature jotblock
Return locked/ Password protectedFirm user need to go to return and unlock it
Your User ID has been locked.  You have exceeded the maximum number of login attempts. 
Please contact your administrator
Firm user is locked, need to unlock it
Unable to send requestCheck if all required permissions are there for staff.
Missing Details - taxpayer email address, first name, last nameFirm needs to edit client info and add taxpayer email/first name/last name
Missing Details - spouse email address, first name, last nameFirm needs to edit client info and add spouse email/first name/last name
Taxpayer and spouse cannot have same email address.Firm need to edit client info and keep unique email to taxpayer and spouse
Taxpayer request creation failedFirm user can retry sending request from error tab.
Make sure eSign is licensed and setup in Axcess.

Check for any images in the body of the Engagement Letter and try removing them.
Contact Support for other reasons if above does not fix.
Batch processing failedContact Support for assistance
If individual request is in batch progress tab for long time (Taxpayer request creation is in progress)Contact Support for assistance
X-Position and Width place jotblock 'Taxpayer Signature outside of document boundsRemove the Taxpayer Signature field from the grid/table it is in and place outside the table. 
Taxpayer request creation. Invalid email address. Open the client in Axcess Client Manager. In the Address/Phone section set which the Primary Email Address is (Home, Business, etc.)

                                                                             

Additional Information

N/A

  Solution Tools
  Attachments
 Solution Id 000119974/119974
 Direct Link
To provide feedback on this solution, please login.

Your feedback about this article will help us make it better. Thank you!