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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.

Related Article: Where is the Control Panel?

2. Click the "System and Security" option.

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

4. Click the "Set the time and date" option under the "Date and Time" section.

The "Date and Time" window displays.

5. Click the "Change date and time..." button.

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

7. Click the "OK" button.

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 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.

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".

Related Article: Where is the Control Panel?

3. Select the "Network and Internet" option.

4. Select the "Internet Options" option.

The "Internet Properties" window displays.

5. Select the "Connections" tab; click the "LAN Settings" button:

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".

Related Article: Where is the Control Panel?

3. Select the "Network and Internet" option.

4. Select the "Internet Options" option.

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" options.

8. Click the "OK" button.

9. Select the "Privacy" tab.

10. Click the "Advanced" button:

User-added image

11. Select the "Override automatic cookie handling" option.

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

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

14. Click the "OK" button.

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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