Article: 50318

Overview

Some customers have encountered an issue wherein the site “loops” them back to the beginning of the filing process (i.e., to the first page of the “File” tab) when they attempt to enter their signature PIN at the end of the filing process.

The Resolution

It appears that a number of unrelated factors are capable of causing this error. Below, we have cataloged the solutions that have been reported as viable from our customers.

First, we recommend that you try the following options:

• If it isn’t already, change your browser to Chrome
• If possible, disconnect from your local network, and file using mobile data
• Temporarily disabling your firewall/antivirus/pop-up blocker, until you’ve e-filed.

If none of these options work for you, you can also try:

1. In the Chrome browser, in your address bar, type: chrome://settings/
2. Press Enter.
3. On the left-hand side, select Languages.
4. Under Preferred languages, make sure English (United States) is set as the browser language.
5. If it is set to a different language, change to English (US) and relaunch, then try to file again.

• Additionally, if your computer’s system language is set to a language other than English (United States), you will want to change this for the duration of your filing.

• You will also want to make sure you are entering your date information in U.S. MM/DD/YYYY format.

If the process above doesn’t work, please visit your browser settings and complete the additional steps.

1. In the Chrome browser, in your address bar, type: chrome://flags/#pdf-ocr
2. Press Enter.
3. Find the setting labeled Optical Character Recognition (OCR) for PDFs.
4. Click the drop list next to it and select Disabled.
5. Click Relaunch to restart Chrome and apply the change.
6. Try to refile the return.