Issue

When trying to transmit a return to 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

Resolution

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

Check ProFile Version
Check Windows Update
Set Firewall & Anti Virus Exception for ProFile
Set SSL/TSL Security
Allow Pop-up Blocker
Clear Cache and Browsing History
Check Proxy Settings
Check .NET Versions
 

Check ProFile Version

Select the "About" option from the "Help" drop-down menu in the top toolbar:

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The version number (e.g., "2014.5.3") displays in the "Version Information" section:

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To check if the version is the most-recent available, select the "Update Information" option from the "Online" drop-down menu in the top toolbar menu:
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The "check for updates" process begins, which determines if the version if the most recent.


 

Check Windows Update

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

Open the Windows "Control Panel".

Related Article: Where is the Control Panel?

Select "System Security".

Select the "System and Security" option.

Select the "Windows Update" option.

The "Windows Update" status window displays:

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Install any updates that are pending.

Reboot the computer after any updates are complete.


 

Set Firewall & Anti Virus Exception for ProFile

In order for ProFile to access it's online features (e.g., auto updates, EFILE) exceptions must be created for antivirus software designed to protect computers. The exception allows ProFile to function properly while still ensuring a secure computer.

Review your antivirus software's list of exceptions; due to the different software vendors, versions and licenses, you may need to contact your vendor 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.


 

Set SSL/TSL Security

Open the Windows "Control Panel".

Related Article: Where is the Control Panel?

Select "Network and Internet".

Select the "Internet Options" option.

The "Internet Properties" window displays.

Select the "Advanced" tab.

Review the SSL connections under the "Settings" section:
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Ensure that "Use SSL" and "Use TLS" options are all selected/activated.

Select the "Privacy" tab.

Click the "Advanced" button.

Select the "Override automatic cookie handling" option.

Set "First-party Cookies" option to "Accept".

Set "Third-party Cookies" to "Accept":

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Allow Pop-up Blocker

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

Open the Windows "Control Panel".

Related Article: Where is the Control Panel?

Select "Network and Internet".

Select the "Internet Options" option.

Select the "Privacy" tab.

Ensure the "Pop-up Blocker" option is deselected:

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Click the "OK" button.


 

Clear Cache and Browsing History

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

Open the Windows "Control Panel".

Related Article: Where is the Control Panel?

Select "Network and Internet".

Select the "Internet Options" option.

Select the "General" tab.

Click the "Delete..." button in the "Browsing history" section.

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.

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Check Proxy Settings

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

Open the Windows "Control Panel".

Related Article: Where is the Control Panel?

Select "Network and Internet".

Select the "Internet Options" option.

Select the "Connections" tab.

Click the "LAN Settings" button:


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 Uncheck the "Automatically detect settings" checkbox.

 Uncheck the "Use a proxy server for your LAN" checkbox:

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Check .NET Version

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

To ensure the .NET framework is correctly enabled, consult the following article: How to enable/install Microsoft .NET Framework 3.5 & 4.5.2 on Windows and Servers
 

 

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