Common Problems

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1. "I get the message 'Company is locked by user ??????', but there are no other stations using the eForms." or “The user named is not currently using the program.”

 

2. "The system is not calculating CPP properly. How do I enter the number of pensionable weeks?"

 

3. "EI insurable earnings is not printing even when I have entered a value in Box 24."

 

4. “I have installed an update but the new features do not appear to be available or functioning”

 

5. “I get the message, ‘Cannot execute external program regedit.exe’ when installing the program.”

 

6. “My computer hangs when I start up eForms” or “My computer hangs when I start up the program and enter the user name.”

 

7. “I get the message, ‘The OLE system files are in-use and cannot be updated.  This installation must restart Windows to update OLE before it can continue. Press Yes to restart Windows and continue the installation, or press No to exit the installation.’ when installing the program.”

 

8. Network Administrator Installation and/or NETNODE installation don't appear to be working properly

 

9. “eForms says that the database is the wrong type or format.”

 

10. “When importing from Excel I get a message indicating that some data is invalid or some cells contain data in the wrong format.”

 

11. "When I run NETNODE.EXE I get a 2869 error."

 

12. "When I install or update eForms I get a 2229 error."

 

13. "When I install or update eForms I get a 2755 error."

 

14. "When I enter the Business Number or the Social Insurance Number (or any other fixed length number) I cannot enter all the characters."

 

Other Problems

 

 

1. "I get the message 'Company is locked by user ??????', but there are no other stations using the eForms." or “The user named is not currently using the program.”

This problem typically occurs when a database is left open after the program is finished with it. If you are sure that the user being named is not using eForms already and that the company is not in use at another workstation, you can answer “Yes” and unlock the company. If this does not solve the problem, select Unlock all companies from the Company menu.

 

2. "The system is not calculating CPP properly. How do I enter the number of pensionable weeks?"

This is one of the most common problems encountered by users of the eForms. Most likely, the problem stems from a failure to properly set up the adjustment options. Access the company profile by selecting Edit company information from the Company menu. Then select the T4 Adjustment Options tab. There are two adjustment options involving CPP:

 

Adjust CPP if over maximum or under minimum

Adjust over/under paid CPP to tax based on number of pensionable weeks.

 

The first option provides only a rough adjustment. It will either adjust CPP up to the minimum or down to the maximum. If it falls in between these two, it will not be changed. This option was implemented for situations where it is not desirable to enter the number of pensionable weeks on each T4 slip. Because the system does not have the number of weeks available to calculate prorated CPP exemptions (if any), it must assume that there is no exemption. The calculated CPP may therefore be higher when this option is used.

 

The second option requires you to enter the number of pensionable weeks on each T4 slip, defaulting to the value entered for this option. Thus the program has enough information to calculate prorated exemptions, and a more exact adjustment results.

 

3. "EI insurable earnings is not printing even when I have entered a value in Box 24."

If the EI insurable earnings is equal to gross pay or if it is equal to zero, CRA Taxation asks that the EI insurable earnings not be printed, leaving Box 24 blank in such cases. This is not a problem with eForms and we have checked with CRA Taxation to ensure that the system is functioning properly.

 

4. “I have installed an update but the new features do not appear to be available or functioning”

Check the version number of the eForms you are running by selecting About AvanTax eForms from the Help menu. Make sure that the revision number and date correspond to the update you have installed. If it is not, the most likely problem is that you have installed the new version of the program into a different directory than you did the first time. Run the update program again and select the appropriate installation directory. Also, if you are starting the program from an icon on your desktop, make sure that this shortcut is pointing to the correct location. Alternatively, in a network environment, you may have some workstations where the program was installed to a local hard disk. In this case, the update program will have to be installed on the workstation’s local hard disk as well. If none of the previous suggestions resolve the problem please ensure that all users have exited the eForms and try installing the update once again.

 

5. “I get the message, ‘Cannot execute external program regedit.exe’ when installing the program.”

The installation program needs to be able to find the Windows program REGEDIT.EXT. It is normally in your Windows directory. The solution is to make sure that REGEDIT.EXE is in the Windows directory and that there is a path set to that directory. See your systems administrator for help if needed.

 

6. “My computer hangs when I start up eForms” or “My computer hangs when I start up the program and enter the user name.”

This indicates that the user database file is likely damaged. You can delete the files USERSETTINGS.MDB and USERSETTINGS.BK#* (where # represents a number from 1 to 9); you will then need to set up the user names again. If you have a large number of users, you may wish to attempt repairing the USERSETTINGS.MDB database. To do this:

1.Rename USERSETTINGS.MDB
2.Start eForms
3.Select Repair Database from the Tools menu
4.Select the renamed file
5.Once it has been repaired, rename it to USERSETTINGS.MDB.

 

7. “I get the message, ‘The OLE system files are in-use and cannot be updated.  This installation must restart Windows to update OLE before it can continue. Press Yes to restart Windows and continue the installation, or press No to exit the installation.’ when installing the program.”

This message is typically displayed when you are installing to a network directory on a Novell network (although similar messages may be displayed if you are installing to other network operating systems) and you do not have sufficient rights to modify the contents of the network directory. To resolve the problem log on to the network as an administrator and run the installation program again.

 

8. Network Administrator Installation and/or NETNODE installation don't appear to be working properly

After a Network Administrator Installation you may encounter unexpected errors or erratic performance due to UAC - User Account Control. To prevent either user credentials or UAC from interfering with the NETNODE installation follow these steps:

1. Open the folder containing the eForms Network Administrator installation and right-click on NETNODE.EXE

2. From the menu, choose the option to "Run as administrator" (and supply the administrator password, if requested)

3. NETNODE installation will begin

 

9. “eForms says that the database is the wrong type or format.”

This indicates that eForms is attempting to open a file other than a eForms database; use the steps below to resolve the problem:

1.Open Windows Explorer by holding down the Windows Key while also pressing the letter 'E'
2.Browse to the location of your eForms database, 2017 database names will end with "T17N"
3.Double click on the database to start eForms and open the database

 

10. “When importing from Excel I get a message indicating that some data is invalid or some cells contain data in the wrong format.”

There are typically two causes for this error:

1.The data is actually invalid - Review the data at the location indicated by the import for errors and correct as necessary.
2.The Excel sheet being imported contains empty cells - To determine whether or not this is the case do the following:
Open the Excel sheet
Select cell A1
Press CTRL + END
If the cursor goes to any cell other than the final data cell there are empty row or columns that will be imported. This can be resolved simply by selecting only the cells containing data, copying them into a new Excel sheet and importing from the new sheet.

 

11. "When I run NETNODE.EXE I get a 2869 error."

This generally occurs on newer versions of Windows and is a result of the enhanced security features of these versions. To bypass these security restrictions you must:

1.Right-Click on the NETNODE.EXE file
2.Select "Run as Administrator" from the pop out menu
3.Proceed with the installation as usual

 

12. "When I install or update eForms I get a 2229 error."

This error message appears when the installation file is corrupt and is usually the result of an incomplete download being stored in your Internet browser's cache. You can bypass this by downloading the eForms installation file from the alternate download link on our downloads page.

 

13. "When I install or update eForms I get a 2755 error."

This error message could appear when the installation file is located on a network drive and you are installing eForms either locally or to any network resource accessible to your computer. To resolve this error copy the installation file to your local hard drive and install eForms from this copy.

 

14. "When I enter the Business Number the Social Insurance Number (or any other fixed length number) I cannot enter all the digits."

This is usually caused by including the special formatting characters (such as a space or hyphen) as part of the number. Excluding all characters but the actual numbers or letters should resolve the problem.

 

Other Problems

a) Miscellaneous data problems: Run the Repair Database function found in the File menu on your data.

b) Miscellaneous printing problems:

· turn both the computer and the printer off, wait a minute, and turn them both on again.

· check to see that a printer is connected to your computer and that the cables are snug.

. ensure that the most recent printer driver for your operating system has been installed, printer drivers are generally available from the printer manufacturer’s website.

c) Miscellaneous installation problems

. ensure that no other software is running during installation of eForms such as anti-virus software or programs that start with Windows

. restart your computer to eliminate any potential memory corruption issues.