Trustfile software transmits your filings and/or payments to the state via your Internet connection and Trustfile servers.  The following notes will help you troubleshoot any problems you encounter while transmitting.  This information is also helpful to Trustfile Support when troubleshooting this problem with you.

Follow these steps to troubleshoot internet transmission problems and to gather more information about the problem.

Were you able to transmit for the last filing period?

If so, what has changed on your system since then?  Changes that may affect transmission include:

• installed firewall software (i.e., Norton Internet Security, MacAffee, etc.)
• reinstalled Trustfile software (there may be settings that need altering again)
• installed new hardware (i.e., a router, firewall, etc.)
• new Internet provider (i.e., AOL, Bellsouth, etc.)
• new computer
• upgrades to existing computer (Windows Updates included)

Verify that you meet the following system requirements:

• Internet Explorer 5.5, Service Pack 2 or higher
• Windows 98, NT 4.0 SP 6, ME, 2000, XP, 2003 Server, or Higher

How do you connect to the internet? Verify your internet connection is working.

Do you connect via DSL, cable, a T1, dialup, etc.?  To verify your connection is good, visit a web site you do not normally visit.  For example, www.microsoft.com.

• If using a DSL connection, visit a web site and then try to transmit again.  Sometimes DSL connections will go idle; browsing to a web site will reestablish the connection.
• If using AOL, disable any parental controls if they are set.  The controls block inappropriate web sites from children, but may also affect transmission.
• If using AOL, verify that you are still connected.
• With any internet provider, find out if the provider is using a web accelerator or other special items.  These items can affect transmission as well.  Focus on those items that have been added since the last time you transmitted successfully.

What does the communications (or transmission) log say about your transmission?

The log file records the communication between your system and Trustfile each time you transmit.  The following articles explain how to locate and understand these files:

• FLFile, LAFile, SCFile, TNFile, WIFile users: see article Q10084
• All other users: see article Q10085

Do you use a proxy?

To check your proxy information, open the Internet Properties dialog (available through Control Panel > Internet Options, or through Internet Explorer under Tools > Internet Options).

Click the Connections tab and then LAN Settings:

• If the "use a proxy..." box is checked, but the address and port fields are blank, uncheck this box.  Then click OK to close the LAN Settings.  Click OK to close the Internet Properties.  Then try to transmit again.
• FLFile, LAFile, SCFile, TNFile, and WIFile users: if this process fails, verify that your Internet Settings dialog is set to the defaults.  Open the software and select Edit > Transmission Setup > Internet Settings.  Click "Set to Defaults" and then click OK.  Try to transmit again.
• If the "use a proxy..." box is checked, and the address and port fields contain information, leave the box checked.  Then verify that this proxy info is entered into the Trustfile software.
• FLFile, LAFile, SCFile, TNFile, and WIFile users: Open the Trustfile software and select Edit > Transmission Setup > Internet Settings.  Enter the "address" into the IP Address field and the "port" into the Port field.  Click OK.  Restart the Trustfile software and then try again to transmit.
• All other users: With the exception of the programs listed above, Trustfile software uses the proxy information from your Internet Properties dialog.  Therefore, you do not have to enter your proxy information.

Do you use a firewall?

If you are behind a firewall, verify that the following items are true.  Also see article Q10083 for more information about firewalls.

• Port 443 is open for inbound and outbound transmissions (this is the SSL port)
• Allow access to Trustfile's IP address: 69.2.33.165
• Allow for SOAP
• Allow headers

Are you able to browse to Trustfile's tax processor?

• Browse to the following site.  If you are unable to reach this site, then you will not be able to transmit.  https://secure.efiletps.net/taxprocessor.asmx
• If you are unable to browse to this site, try browsing to the HTTP version: http://secure.efiletps.net/taxprocessor.asmx If you are able to browse to this site but not the first one, then you may be restricted from https.  Contact your network administrator for assistance.
• Ping Trustfile's IP address (69.2.33.165)
• Click Start > Run.
• Type "cmd" to open a command prompt.
• Type "ping 69.2.33.165" and press Enter.
• Note the message that appears.  "Reply from..." means that you are able to reach the server.
• Ping the Trustfile URL (secure.efiletps.net)
• Click Start > Run.
• Type "cmd" to open a command prompt.
• Type "ping secure.efiletps.net" and press Enter.
• Note the message that appears.  "Reply from..." means that you are able to reach the server.
• Note that if you receive a response from the IP but not the URL, then there may be a DNS issue with your network.  Contact your network administrator for assistance.

Are you able to transmit via HTTP instead of HTTPS?

See the following articles for instructions:

• FLFile, LAFile, SCFile, TNFile, WIFile users: see article Q10081
• All other users refer to article Q10080

What does the internet log say about your transmission?

See article Q10086 for instructions on locating and reading the internet log.

This article does not apply to those filers who transmit via state dial up systems (i.e., BSWA, NDC).  Trustfile strongly encourages filers to transmit via internet if possible.

This list is provided as a general guide to troubleshooting transmission problems and is not exhaustive.  Refer to the related articles for more information about specific error messages.