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How to set up Internet Options if receiving error message when transmitting a return to CRA

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

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

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

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The version number (for example, 2014.5.3 displays in the Version Information section:

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2. 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.

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

1. Open the Windows Control Panel.

2. Select System Security.

3. Select the System and Security option.

4. Select the Windows Update option.

The Windows Update status window displays:

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5. Install any updates that are pending.

6. Reboot the computer after any updates are complete.

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

The Internet Properties window displays.

4. Select the Advanced tab.

5. Review the SSL connections under the Settings section:

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6. Ensure that Use SSL and Use TLS options are all selected/activated.

7. Select the Privacy tab.

8. Click the Advanced button.

9. Select the Override automatic cookie handling option.

10. Set First-party Cookies option to Accept.

11. Set Third-party Cookies to Accept:

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

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the General tab.

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

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

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the Connections tab.

5. Click the LAN Settings button:

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6. Uncheck the Automatically detect settings checkbox.

7. Uncheck the Use a proxy server for your LAN checkbox:

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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 on how to enable/install Microsoft .NET Framework 3.5 & 4.5.2 on Windows and Servers.

In order for ProFile to access its online features (for example, 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.

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

1. Open the Windows Control Panel.

2. Select Network and Internet.

3. Select the Internet Options option.

4. Select the Privacy tab.

5. Ensure the Pop-up Blocker option is deselected:

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6. Click the OK button.

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