Service issues you should know about to avoid wasting time
Earlier this week we were contacted by members who were experiencing difficulties downloading the HMRC free Adobe corporation tax package with which a company can create the necessary parts of its iXBRL filing package. We told HMRC about this and a note has just posted on its service issues page highlighting current service issues. The problem seems to relate to a recent update, whether to Adobe or to the HMRC system we don’t know, but clearly the two are not working properly together.
The full message reads as follows:
Problems viewing and printing Adobe return files
We are aware that customers are unable to view or print copies of their HMRC CT600 and attachments (Version 2.3.0) and are presented with the following error message:
‘This document enabled extended features in Adobe Reader. The document has been changed since it was created and use of extended features is no longer available. Please contact the author for the original version of this document’.
For those customers who have already submitted their return (Version 2.3.0) and now wish to make a copy please click on the “Print” button at the top of each page to print every page as you proceed through the form.
For those customers who have saved but not submitted their return (Version 2.3.0) and don’t need to do so urgently please keep checking this page and we will inform you when a new version of the form is available to download.
For those customers who have saved but not submitted their return but need to do so urgently you will be able to use the current form (Version 2.3.0) for online filing but you will not be able to view or print the whole return in the correct format using the “View and Print” link in the product. If you wish to make a copy please click on the “Print” button at the top of each page to print every page as you proceed through the form”.
Please accept our apologies for any inconvenience caused.’
There are also other ongoing isssues which we have listed below.
HMRC online filing software - accounts template
For assistance with resolving some of the more common error messages encountered when completing the HMRC accounts template, see the accounts template error message guide.
Online Agent Authorisation codes
There is a problem affecting some Online Agent Authorisation requests which results in the client receiving two authorisation codes. HMRC is currently investigating this issue. In the meantime if two authorisation codes are received and you need to confirm which one should be used please contact the Online Service helpdesk.
Submissions awaiting response
Taxpayers filing returns using HMRC online filing software may receive a Submission awaiting response message.
If you receive this message, save and close the return and then re-open it. If the error persists or is replaced by a ‘Serious error’ message, the application may have experienced a technical issue that will prevent the replay of the submission response message.
You will still receive an e-mail response from the Government Gateway advising you if the return has been successful or not.
If the return has failed you will need to contact the Online Service helpdesk
to determine why the failure has occurred. Regrettably, you will need to download a further return to correct the error if there is no ‘back’ link on the awaiting response page.
If the return has been successful HMRC will process the return and this can be monitored by utilising the Liabilities and payments service via the HMRC website.
If you continue to experience this problem or need any additional assistance, you will need to contact the Online Service helpdesk.
Download issues with HMRC CT Online filing software
Some users are initially unable to download the HMRC CT Online filing software and are receiving an error message advising that either ‘pdf couldn’t be downloaded’ or ‘Internet Explorer was not able to open this Internet site. The requested site is either unavailable or cannot be found. Please try again later’.
If you use Microsoft Internet Explorer you may need to adjust your settings to successfully download the software. HMRC has provided some guidance on how to do this.
In addition - Before Adobe Reader will allow you to view, print, add attachments or submit the HMRC downloadable filing software you will need to change the trust settings on your computer once the form has been downloaded. HMRC has published a Guide on changing trust settings and filing attachments. You can also access these instructions from the ‘Introduction’ screen within the product once it has been downloaded.
When changing trust settings if you find the ‘Add to Trusted identities’ link is greyed out please contact the Online Service helpdesk.