SurePrep Outage History

Based on our internal monitoring, we have determined we are experiencing connectivity issues with the IRS Modernized e-file system, which may delay IRS acknowledgements. You can continue submitting e-files, and each submission will be timestamped when we receive it. We’re working with the IRS to resolve the issue and will provide updates as more information becomes available.

We are continuing to work with the IRS to investigate connectivity issues with the IRS Modernized e-file system following IRS maintenance to its e-file system on Sunday, which may delay IRS e-file transmissions and acknowledgements. You can continue submitting e-files and electronically filed returns that are due are considered timely filed if submitted by 11:59 P.M. local time on the day of the deadline. Taxing agencies use the date and time of when the e-file was transmitted to Thomson Reuters and we received it, as the timestamp to determine if it was timely filed. We’re working with the IRS to resolve the issue and will provide updates as more information becomes available.

We are investigating an issue affecting some customers who use SMS-based multi-factor authentication (MFA) to access Thomson Reuters products. Impacted users may experience delays or failures receiving authentication codes, which can prevent successful login. Customer Impact: Some customers may be unable to complete MFA authentication and access affected products. Workaround: Alternative authentication methods may be available for some users depending on their account configuration. Next update to follow as soon as additional information is available. Our teams are actively working to mitigate the issue and restore normal service. We will provide additional updates as more information becomes available.

We are aware of a service interruption affecting the SafeSend Returns client experience. Taxpayers are currently unable to login or access SafeSend Returns. We are actively investigating the cause and appreciate your patience on this busy tax deadline day. We will share updates as we learn more.

We have determined the issue causing customers to be unable to login to Onvio. We are working with the highest priority to resolve and restore the applications. We will provide another update as soon as we have more information.

The login issues affecting Onvio have been resolved. Customers may experience intermittent server errors while navigating the application, which we are actively investigating with the highest priority. We will provide another update as soon as we have more information.

A Server error may occur when signing into Engagement Manager. Our Development teams have been notified and are currently working on the issue. Thank you for your patience while this issue is resolved.

CoCounsel Tax, Audit & Accounting Development teams have identified intermittent errors and slowness when accessing or using CoCounsel. There is not a current ETA for a resolution however CoCounsel Development teams are currently working to resolve these intermittent issues.

We are currently investigating reports of increased latency and slowness affecting some users within the product. Our team has identified that this degradation is attributable to an ongoing incident with one of our third-party infrastructure providers. Users may experience slower response times, delayed processing, or intermittent timeouts. We will provide an update within 30 minutes or sooner as new information becomes available. We apologize for the inconvenience and appreciate your patience.

Based on our internal monitoring, we are aware that some customers receive an error when attempting to make a CS Connect call via our CS Professional Suite products. You may experience slowness when opening and navigating the programs as well. We are currently working to restore services and will provide an update as soon as we have more information.

We’re currently seeing issues with Conversations. Our technical teams are investigating and working to restore normal service as quickly as possible. Thank you for your patience while this is investigated.

We are currently experiencing issues with conversation completion in CoCounsel where conversations may take longer than expected to start or may time out unexpectedly. Our teams are actively working on a fix to resolve this issue.