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Troubleshooting: Unable to upload Deliverables to Reviewer Dashboard
Document Validation
When you upload tax return PDF files in Reviewer Dashboard, SurePrep checks files for errors and incompatibility. Validating files during upload helps catch files that are damaged, unsupported, or password protected. If you see an error message in the Reviewer Dashboard, update the file to address the issue, then try again.
You may see the following warning conditions if the uploaded file needs to be corrected:
PDF Portfolio
Description
A PDF Portfolio contains multiple files assembled into a hybrid PDF. The files in a PDF Portfolio can be in a wide range of file types created in different applications.
For example, a PDF Portfolio can include text documents, email messages, spreadsheets, PowerPoint presentations, and more. The original files retain their individual identities but are assembled into 1 PDF Portfolio file like a ZIP file.
You can't upload PDF Portfolios to SurePrep binders.
In FileRoom
Error: [The file] is a PDF Portfolio and could not be processed by SurePrep. Please open the PDF, right-click the document on the thumbnail panel then click 'Extract from Portfolio' to save each file separately. Upload the extracted files instead of this PDF.
TaxCaddy
Tooltip: The file is an unsupported PDF Portfolio. Please click this icon to learn more.
Resolution
Extract the individual files out of PDF Portfolio and upload them individually to your binder. If you are using Adobe Acrobat, then you can follow these steps to Extract PDF Portfolio files:
- Open the PDF file that was detected as a PDF Portfolio.
- Select all files in the navigation panel.
- Right-click and selectExtract from Portfolio...on the PDF Portfolio toolbar.
- Select a location to extract all the files.
- You can now upload the extracted documents on theCreate New Binderwindow.noteYou can only upload supported document types.
Damaged file
Description
This notification appears if the uploaded file is damaged and can't be viewed or processed by SurePrep.
FileRoom
Error:[The file] is damaged and could not be processed by SurePrep. Please address the issue and re-upload the file.
TaxCaddy
Tooltip: This file is damaged or corrupted. Please click this icon to learn more.
Resolution
You can try the following methods to resolve the issue:
- Provide a new copy of the document.
- Open the original file on your machine then selectSave Asto save a new copy of the document. If you are not able to open the damaged file then request a new scanned copy of the document.
- Ensure the document has the correct file name extension.
Password protected
Description
SurePrep can't access and process password-protected documents. A PDF can have password protection when opening the PDF and/or permissions password that restricts printing, editing, and copying content in the PDF.
FileRoom
Error: [The file] is password protected and could not be processed by SurePrep. Please upload a proper file.
TaxCaddy
Tooltip: This file is password protected. Please click this icon to learn more.
Resolution
Open the document, remove password protection, then save a new copy without a password.
If you are using Adobe Acrobat, then you can follow these steps to remove the password:
- Open the PDF in Acrobat.
- If the document has Document Open password protection, then enter the document password to access the document.
- Go toTools > Protect.
- SelectAdvanced Options > Remove Security.
The options vary depending on the type of password security attached to the document.
- If the document has a Document Open password, selectOKto remove it from the document.
- If the document has a permissions password, enter a password, then selectOK. SelectOKonce more to verify the action.
After you remove the password, save the document and upload the new copy.
Digitally encrypted
Description
The file could be digitally encrypted through third-party software (like antivirus software).
FileRoom
Error: [The file] is digitally encrypted and could not be processed by SurePrep. Please upload a proper file.
TaxCaddy
Tooltip: This file is digitally encrypted. Please click this icon to learn more.
Resolution
Open the document then decrypt the document or save it as an unencrypted document. Upload the new copy. If you or your client originally used a third-party software or service to encrypt the document, then you may need to use the same software/service to decrypt the document.
Unable to split
You will see the following error if you uploaded a tax return without bookmarks. Print a Client's Copy of the tax return PDF with bookmarks then upload the document again.
(Filename) could not be split. Please ensure the files are PDFs with bookmarks from supported tax software, or re-upload the files without using the Split Deliverables option.
This article applies to:
- Product: SurePrep