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Receiving "Webservice Unavailable" error when EFILE, NetFile, or transmit return

Issue

When attempting to EFILE, NetFile, or transmit a return, the EFILE window says that the web service is unavailable, even though other returns were accepted in the past:

This error usually occurs due to software updates for Windows, anti-virus or security software. It may also be a permissions issue in the firewall.

Resolution

There are several settings to review and confirm are set correctly to resolve this issue.

Review System Date

If the system date on the computer falls behind the CRA EFILE start date, the "Webservice Unavailable" message may display.

Reviewing and changing the system date for Windows 7

1. Open the Windows Control Panel.

2. Select System and Security.

3. Select Clock, Language, and Region on the left-side menu.

4. Select Set the time and date under the Date and Time section.

The Date and Time window displays.

5. Select Change date and time.

6. Ensure the date and time are current or change to make current.

7. Select OK.

Reviewing and changing the system date for Windows 8

Follow these instructions for changing the system date for Windows 8.

Reviewing and changing the system date for Windows 10

Follow these instructions for changing the system date for Windows 8.

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 suppliers, versions and licenses, you may need to contact your supplier 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.

Restore Settings Changed with Windows Update

Some settings can change with a Windows update. One such case is with the Internet Options.

1. Close the ProFile application.

2. Open the Windows "Control Panel".

3. Select the Network and Internet option.

4. Select Internet Options.

The Internet Properties window displays.

5. Select the Connections tab; select LAN Settings.

The Local Area Network (LAN) Settings window displays.

6. Uncheck the Automatically detect settings checkbox and the Use a proxy server for your LAN checkbox.

7. Click the "OK" button.

Set SSL/TSL Security

1. Close the ProFile application.

2. Open the Windows Control Panel.

3. Select Network and Internet.

4. Select Internet Options.

The Internet Properties window displays.

5. Select the Advanced tab.

6. Review the SSL connections under the Settings section

User-added image

7. Select all Use SSL and Use TLS.

8. Select OK.

9. Select the Privacy tab.

10. Click the "Advanced" button:

User-added image

11. Select Override automatic cookie handling.

12. Set First-party Cookies to Accept.

13. Set Third-party Cookies to Accept

14. Select OK.

Add Permissions in Windows Firewall

Personal firewalls such as Zone Alarm, Norton, or McAfee, can also prevent access. It may be necessary to add several ProFile-related executable files to your list of firewall exceptions, in order to be able to maintain access.

Review the "Creating an exception in Windows Firewall for ProFile" article for instructions.

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