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Troubleshoot: Uploaded file errors in TaxCaddy

When files are uploaded to TaxCaddy, SurePrep automatically begins checking files for errors and compatibility. Validating files during upload helps catch files that are damaged, unsupported, or password protected. If you see a warning message, update the file to address the issue, then try again.
You may get the following warning conditions if the uploaded file needs to be corrected:
  • This file is an unsupported PDF Portfolio.
  • This file is damaged or corrupted.
  • This file is password protected.
  • The file is digitally encrypted and couldn’t be processed by SurePrep.
  • [File] couldn’t be found due to an upload error.
  • This file contains a protected sheet/workbook and couldn’t be processed by SurePrep.
  • This file doesn’t have a supported file extension.
  • This file has an unsupported file version.

PDF Portfolio

Error
This file is an unsupported PDF Portfolio. Extract PDF files form the Portfolio and try again.
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. 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.
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:
  1. Open the PDF file that was detected as a PDF Portfolio.
  2. Select all files in the left navigation panel.
  3. Select
    Extract from Portfolio
     on the PDF Portfolio toolbar.
  4. Select a location to extract all the file.
  5. You can now upload the extracted documents.

Damaged file

Warning
This file is damaged or corrupted. Retrieve a new copy of the file from the source and try again.
You will also get a
Caution
 icon next to the file name if an uploaded file couldn’t be processed by SurePrep because it is damaged, password protected, digitally encrypted, or is in read-only mode.
Description
This notification appears if the uploaded file is damaged and can't be viewed and/or processed by SurePrep.
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 select
    Save As
     to 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 (for example, PDF).

Password protected

Warning
This file is password protected. Remove the password protection and try again.
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.
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:
  1. Open the PDF in Acrobat.
  2. If the document has Document Open password protection, then enter the document password to access the document.
  3. Go to
    Tools
    , then
    Protect
    .
  4. Select
    Advanced Options
    , then
    Remove Security
    .
The options vary depending on the type of password security attached to the document.
  • If the document has a Document Open password, select
    OK
     to remove it from the document.
  • If the document has a permissions password, type it in the
    Enter Password
     field, then select
    OK.
     Select
    OK
     once more to confirm the action.

Digitally encrypted

Warning
The file is digitally encrypted and couldn’t be processed by SurePrep. Upload a proper file.
Description
The file could be digitally encrypted through third-party application (for example, Antivirus).
Resolution
Open the document then unencrypt the document.

Upload error

Warning
The file upload failed. Try again.
Description
This notification appears if the files uploaded by the user didn’t completely upload to the SurePrep server.
For example, you upload 4 files (a, b, c, and d) out of which only files (a and b) make it to the Server, files (c and d) didn’t. SurePrep skips failed uploaded files (c & d) and shows ‘[Filename] couldn’t be found due to an upload error’ message.
Resolution
If the binder is already created, then use the Add Documents feature to add additional documents to the binder.

Password protected sheet/workbook

Warning
The file is in read-only mode and couldn’t be processed by SurePrep.
Description
One of the sheets or a workbook is password protected in Microsoft Excel.
Resolution
Remove the password protection, save a new copy, then upload the Excel file again.
  1. Select
    File
    Info
    Unprotect
    .
  2. Enter the password to unlock/remove the password protection, then select
    OK
    .
  3. Select
    File
    , then
    Save As
    .
  4. Upload the new file to the binder.

Invalid file extension

Warning
This file doesn’t have a supported file extension.
Description
This file doesn’t have a supported file extension. Use a file which has a supported file extension such as PDF, XLS, XLSX, XLSM, DOCX, EML, MSG, XML, TIFF, or TIFF.
Resolution
Upload a copy of your intended document with one of the supported file extensions.

Invalid file version

Warning
This file has an unsupported file version.
Description
This file has an unsupported file version. Use a supported file version and try again.
Resolution
Try uploading a file version that is supported by TaxCaddy.

This article applies to:

  • Product: SurePrep
  • Sub Product: TaxCaddy
  • Subject: Documents

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