Program Troubleshooting

Other Support Pages

For help with IRS e-Services Account including initial sign up, assigning delegated users and problems logging in.

Learn how to operate the program like a pro using video tutorials and the THS User Manual.

IRS Critical Services Status

normal = normal operations, reduced = running but reduced capacity, offline = no operations, unknown = unknown status. phone or fax may ring but not sure if anyone is answering or getting faxes. We recommend NOT faxing 8821 or 2848 if CAF Unit is unknown.
Please notify us at info@AuditDetective.com if you have new information on status.

Priority Practitioner Service (PPS)

normal

IRS ACS Phone Line

reduced

Memphis CAF Fax

> 5 Weeks

Ogden CAF Fax

5 Weeks

News & Updates

11/26/2020 – Happy Thanksgiving. Our offices will be closed until Monday.

Phone Support Available
9AM-6PM, Mon-Fri Eastern (404) 910-3605
or
support@AuditDetective.com
FAQ

Please install this Microsoft Program and then try reinstalling. For most users this is automatic but occasionally it needs to be done manually:

  1. Download Database Program File Here: https://download.microsoft.com/download/8/D/D/8DD7BDBA-CEF7-4D8E-8C16-D9F69527F909/ENU/x64/SqlLocalDB.MSI
  2. Run this file after it downloads. This is a Microsoft file needed for the Database in THS.

 

 

99% of the time if the program fails to install or the update fails it is caused by the antivirus or firewall on the users computer. Try temporarily disabling the software and trying again. If that does not work contact us 404-910-3605 or support@AuditDetective.com. This error often looks like this (or similar):

The following are the exe (executables) files in Tax Help Software. Anti-Virus Software can block or quarantine any of these files to prevent the program or part of the program from operating correctly:
  • CMS.exe
  • ADTranscriptUploader.exe
  • THSReportProcessor.exe
  • THSRequester.exe
These files are located in a sub directory of the appdata folder. The best practice is to add all of these files as exceptions using wildcards (*) whenever possible. Example: add *cms.exe to the white list or exclusion paths for files. Occasionally you need to enter all or part of the path itself. On my computer it is: C:\Users\Roger\AppData\Local\Apps\2.0\Y6M0Q9KL.XTQ\B8B5DY27.MDW\cms.exe Here are the following support links for various anti-virus programs:

If you get an error stating unable to install THS Printer run the manual install at the following link:

THS PDF PRINTER INSTALLATION

If you get an error stating unable to install THS Printer run the manual install at the following link:

THS PDF PRINTER INSTALLATION

Currently, all the Tax Help Software products access Tax Transcripts through the IRS E-Services Portal. For the network version non e-Service users can access the program. When setting the the program password select the checkbox for non e-Service users. 

This indicates that there is an ID Theft Indicator on the account. When an ID Theft Indicator exists there is no way to download the transcripts electronically. You can call the IRS ID Theft Protection Unit and request them via fax under POA, 8821, or have the client call directly. The number is: 800-908-4490

99% of the time this indicates the CAF number was improperly input when setting up the system. Please follow these steps carefully to rectify the issue.

  1. Please call the IRS Priority Practitioner Service at 866-860-4259 and confirm your CAF Number and that your 2848 or 8821 has been processed. It usually takes 3-5 business days for 2848/8821 acceptance. Also, be aware need the CAF number assigned to the tax professional. CAF’s assigned to businesses cannot be used with the Transcript Delivery System.
  2. PLEASE DO NOT SKIP STEP 1. Many users skip this step because they are positive they know their CAF number because they have used it for years. The IRS does on occasion change CAF numbers especially when there has been a name change. Also, just because you have been putting this CAF number on 2848/8821 forms and getting transcripts via fax does not mean it is correct. The IRS does not input your CAF number into the system when entering 2848/8821 forms. It populates automatically when they bring you up in their system by name and enrollment number (or CPA/Attorney number).
  3. Log into E-Services directly and request a transcript using the verified CAF number. Request at least one transcript for someone you know you have a 2848/8821 Form processed. If it does not pass the CAF Check and you followed Steps 1 & 2 please call us at 404-910-3605.
  4. To re-enter your CAF into the THS program just click on the “Update E-Service Info” button on the login screen. Enter your Username, password, and CAF number and then select “OK” if you already have an Organization selected (if not retrieve your organizations and select the proper one).
  5. Request a CAF Check or a transcript request. Once you have one successful request your CAF is verified.
  6. The CAF number does not have a direct contact number but the IRS does have IRS Stakeholder Liaisons that can help if there is an issue with your CAF. Click Here for their contact info.

This is a Microsoft Program that is already on most computers. Occasionally it fails to install. This is a required program THS needs to create a database on your computer. This program can be installed manually.

  1. Go to https://www.taxhelpsoftware.com/Downloads/SQL_Install_Files.zip and download the zip file.
  2. When the program asks where you would like to extract the files to I recommend the Desktop so you can easily find them. The two files you need are SSCERuntime-ENU & SSCERuntime_x64-ENU. (These files can be deleted after they are installed).
  3. Install the SSCERuntime-ENU version first. After it is complete install the SSCERuntime-x64-ENU if your computer is a 64 bit (If it is not a 64 bit it won’t install).
  4. Once the program is installed you should be able to download and install the THS Program. Here is the install link: http://taxhelpsoftware.com/Products/THS_Pro_Product.html

This program is a Microsoft Click Once Application. The software installs under the Windows User Profile in the AppData Folder. To install the product go to: https://taxhelpsoftware.com/ths-install/
The software install needs to be initiated from a Windows Desktop. The database used on the Executive is a Microsoft Compact 3.5 and it does not support multi communication channels if installed directly on a server. The software will install on a Virtual Windows Machine on the server or on a Terminal Server under a specific Windows User. We do not provide the executables for custom installs as they tend not to work. Even if they do work the automatic software update feature does not initiate and these installs often fail because of the lack of updates. We will not support server installs but we do support installation on the virtual machines and terminal server desktops.

We do have a network version. There is no additional charge for the network version, but there is a charge for each separate computer the program is installed on. The network is not cloud based and is only applicable to local networks (example cannot run the network between two offices in separate locations).

Check your reputation on the IRS Bot Detector here: https://www.akamai.com/us/en/clientrep-lookup/

Also, see if you can open Footlocker.com If you are blocked let us know they use the same bot detector as the IRS.