FAQ - Troubleshooting Desktop application

To be able to use the Desktop application to Internet file, you must download and install this year's Desktop application (version 6.1). Applications from previous years are not compatible with this year's Information Returns Electronic Filing. For information about this year's Desktop application, visit our Desktop application Web site.

1. Why won't the application start?
2. I have made adjustments to the slips, but the changes do not show on the print screen or the printed slips. Why?
3. Why do I receive a broken link error message when I try to view your web pages?
4. The scroll bar indicates I am at the bottom of the screen when in fact I am not. Why?
5. Why won't the application accept the data I have entered?
6. Why won't the application let me enter figures in cents only?
7. When I try to save the file in a different directory, why does the file name disappear?
8. I have created an information return and saved it. Now the application won't recognize it. Why?
9. I tried to transmit my completed information return but the Web site says it is not in the correct format. What is the correct format?
10. When I try to print my slips I get the message "Exception: java.lang.runtime.exception:Scheme Error:" printed on the slips. Why?
11. How do I uninstall the Desktop application?
12. I filed my return but I did not receive my Submission Number. What do I do?

1. Why won't the application start?
   You may have downloaded and installed only the JRE 1.4.2_08 (all languages) or only the Desktop application. To start the application you need to download and install both the JRE 1.4.2_08 (all languages) and the Desktop application.

   If you did download and install both, try re-installing the application. If this does not fix the problem, call our Help Desk at 1-877-322-7849.

2. I have made adjustments to the slips, but the changes do not show on the print screen or the printed slips. Why?
   We recommend that you close the print window when you make adjustments to the return. If you do not, the print page will not reflect the updated changes.
   
   
3. Why do I receive a broken link error message when I try to view your web pages?
   If you get an error message when attempting to view our pages, you may be:
   
   
   • attempting to use last year's software to file your return; or
   • viewing a page stored in your computer's memory.
   
   If you are attempting to use last year's software to file your return, you must update your software to this year's version. If you think that you are viewing a page stored in your computer's memory, clear your Internet browser's cache.
   
   
4. The scroll bar indicates I am at the bottom of the screen when in fact I am not. Why?
   This is a known bug in Java. Click on the scroll bar to move up or down on the screen.
   
   
5. Why won't the application accept the data I have entered?
   The application will not accept empty mandatory fields. You must make all corrections before the application will accept a slip or before you can save your return.
   
   
6. Why won't the application let me enter figures in cents only?
   The application requires that you enter cents by entering a zero, then a decimal point, then your amount in cents.
   
   
7. When I try to save the file in a different directory, why does the file name disappear?
   This is a known bug in Java. When you try to save a file in a directory other than the default directory, the file name disappears in the dialog box. When you reach the destination directory you will have to retype the file name and the ".xml" extension before you can save the file.
   
   
8. I have created an information return and saved it. Now the application won't recognize it. Why?
   In order for the application to recognize the saved information return, the return must be saved with a ".xml" extension. You will have to locate the file on your hard drive and rename the file to include the ".xml" extension. You may have saved the file in the default installation directory "Internet". If the file is not in the default installation directory you will need to search your hard drive.
   
   
9. I tried to transmit my completed information return but the Web site says it is not in the correct format. What is the correct format?
   Click on the "XML" icon on the toolbar when you want to transmit the completed information return.

   The "XML" icon will convert the open information to the format required for Internet filing. The file extension will be changed to include the mandatory ".tax" extension and the file will be saved to the default directory "Internet" on your hard drive. Do not change this file extension: if you do, the CRA will not be able to process the file.

10. When I try to print my slips, I get the message "Exception:java.lang.runtime.exception:Scheme Error:" printed on the slips. Why?
    Sun Microsystems' Java Runtime Environment (JRE) is a system-memory intensive program, so it takes a couple of moments for its printing components to load.

    In some cases the error message arises when you click on slips (employee) before the Summary screen loads completely. For the slips to display and print completely you need to do the following:

    • When you select "Print", allow the Summary screen to load completely.
    • When the Summary has completely loaded, click on slips (employee).
    • Allow the slips to load completely before clicking on any other item.
    • Minimize the Print screen.
    • Maximize the Desktop application.
    • On the Employer information screen, click the "Accept" button.
    • Maximize the "Print" screen.
    • The slips should then display and print correctly.
    
    
    
11. How do I uninstall the Desktop application?
    
    1. Click on "Start" on the Windows taskbar,
    2. then select "Settings"
    3. then "Control Panel"
    4. In the "Control Panel", select "Add/Remove Programs".
    5. Highlight Internet and click the "Add/Remove" button.
    6. Follow the prompts to uninstall the application.

    This process will not delete any data files you have saved, such as, for example, files called "2001.TAX" or "2001.xml". If necessary, refer to the documents that came with your computer to find out how to delete files and programs.

12. I filed my return but I did not receive my Submission Number. What do I do?
    If you filed your return but you did not receive a "Submission Number", please call our Help Desk at 1-877-322-7849 to confirm that we have received your return. Please wait 48 hours before calling our help desk as our systems may take 48 hours to update.

    If the return was not received, any data you may have entered will be lost and you will be required to reauthenticate yourself and submit your data.