Troubleshoot Source Document Processing

Workpapers CS offers Source Document Processing on the Workpapers Dashboard for 1040 tax engagements. If there is a problem transmitting the documents in the Source Document Processing folder to the Thomson Reuters optical character recognition (OCR) servers, you will be prompted that there was an error during transmit/retrieve. The document will then display a status of "Error, try again."
An error transmitting a document or set of documents can occur for the following reasons.
  • The EIN or SSN is missing from the
    Clients
    screen. The following message displays: "Unable to transmit source documents for processing because client is missing EIN/SSN. Please enter a valid EIN/SSN and transmit again."
  • 1 or more of the documents is password protected. Remove the document, remove the password protection, and then transmit again.
  • You don't currently have a valid credit card on file or an unlimited OCR license. Contact our Customer Service team to resolve this issue.
  • Your computer's date and/or time doesn't match the Thomson Reuters OCR servers.
  • The file being transmitted is too large for your computer's available memory space. Try a smaller file or smaller batches of files, reboot your machine, and/or minimize the number of open programs.
  • The PDF was created in an outdated version of Adobe. The following message displays: The document was unable to be read. Please remove any password on the document and verify that it is a valid document." To resolve this, open the PDF outside of the Workpapers Dashboard, then select
    File
    then
    Save As
    , and re-add the document to the Source Document Processing folder.