Send Diagnostics to Customer Service

Occasionally, it may be necessary to send diagnostics information to Customer Service to help with troubleshooting.

To send diagnostics information to Customer Service:

1. From Rollover Manager, E-file Manager, Bank Manager, or from an open return, click the Support menu.
2. Expand the Customer Service Utilities fly-out menu; then, select Send Diagnostics to Customer Service.

Send Diagnostics dialog box

3. Enter the incident number (provided by your Customer Service Representative).
4. Click Send.

Diagnostics sent message

5. Click Continue.

After a brief delay, your Customer Service representative should receive the diagnostics file and begin troubleshooting. Please be prepared to walk the representative through your particular issue.

 

See Also:

Sending a Return to Customer Service

Send E-file Log to Customer Service

Synchronizing E-files With the EFC