• Return to previous page.

Text size:

Printable Version

Technical Support FAQs

CD Reference Libraries

Q: How do I launch the installation program of a CD reference library?

A: Perform the following steps:

1. Click on the “START” button of Windows.
2. Click on the menu option “RUN”.
3. Type “D:\SETUP.EXE” in the Open: field of the RUN dialog
   (Note: In this example, D: is the drive letter of the CD drive in which the disc or the first disc of a multiple-disc set is loaded. Substitute the appropriate CD drive letter for your configuration.)
4. Click on the “OK” button.
5. The installation program should launch.

Q: Why do I get the error message “Must reside in writeable media” when I try to launch a CD reference library?

A: You do not have full control rights to the program directory of the CD reference library. We recommend that you contact your technical support department to upgrade your rights to the program directory. For more information, please contact BNA Technical Support at 1-800-372-1033, option 3.

Q: Are the CD reference libraries compatible with Windows XP 64-bit or Windows Vista ?

A: No, the CD reference libraries are currently only compatible with 32-bit Windows operating systems.

Q: When installing a CD reference library on Windows XP, I received a login box asking me to log on as an Administrator. What should I do?

A: The installer has detected that you do not have sufficient access rights to perform the install. In some organizations, their users are restricted from having the access rights to install software on their computer. We recommend that you contact your technical support department for assistance with the installation. For more information, please contact us at 1-800-372-1033.

Back to top

Email Highlights

Q: Why am I no longer receiving a BNA email highlights?

Check with your IT department to see if the BNA email highlights is being blocked by your company due to a SPAM filter that they implemented. If your company has implemented a SPAM filter, inform your IT department to allow all emails coming from bhighlig@bna.com. Call BNA Technical Support at 1-800-372-1033, option 3 for further assistance with the delivery failure of a BNA email highlights.

Q: Why does nothing happen when I click on any link in a BNA email highlights?

A: You may be running a pop-up blocker on your computer. Make sure to turn off the pop-up blocker or configure the pop-up blocker to allow the launching of links for *.bna.com and *.bnatax.com.

Q: Whenever I click on any link in a BNA email highlights, Internet Explorer attempts to open the website; however, I get the error message “The user name and password you entered are not valid.” How do I get the authentication login dialog to appear; so that, I can enter my username and password?

A: In most cases, the error message is displayed because the option “anonymous logon” has been selected in Internet Explorer. To ensure that this option is not selected; follow these steps:

• Under “Tools” on the top menu bar, select “Internet Options”.
• Select the “Security” tab, and click the “Internet” icon.
• Click the “Custom Level” button and scroll down until you see the title “User Authentication”.
• Under “User Authentication” you will see the sub-title “Logon”.
• If the option “Anonymous logon” is selected, this will be the reason why the logon window is not being displayed.
• Select the “Reset” button located at the bottom right corner. This will reset the security settings to its default settings. (Anonymous logon is not a default setting)
• Click “OK” on all dialog boxes.

Back to top

Interactive Forms Software

Q: Why do I get the error message “The page cannot be displayed” in Internet Explorer after I try to open the interactive forms software by clicking on the gold “Start 2005 Tax Forms” button or the blue “Launch” button in a Web reference library?

A: The ActiveX control is not installed. To install the ActiveX control, follow the steps below:

1. Go back to the page where the gold “Start 2005 Tax Forms” button or the blue “Launch” button is located.
2. Check to see whether Windows displayed a light yellow banner at the top of the page. If you see the banner click on it and select install ActiveX.
3. Otherwise, if you do not see the banner, proceed with the following steps: - Click on “Tools” on the menu of Internet Explorer.

- Select “Internet Options”
- Click on the “Security” tab.
- Click on the “Trusted Sites” icon and click on the “Sites” button below it.
- Uncheck the box next to Require server verification (https:) for all sites in this zone.
- Enter separately each of the following domain names in the field under "Add this Web site to the zone:

*.bna.com
*.bnatax.com
*.stf.com

-Click on the Add button after entering each domain name.
-Click on OK.

Q: What should I do when I click on the gold “Start 2005 Tax Forms” button or the blue “Launch” button in a Web reference library and get the following error message: “The software registry key is invalid. Please call your vendors technical support department.”?

A: Follow the steps below:

-Click on the “START” button in Windows. Click on “Control Panel” then double-click on the “Add or Remove Programs” icon.

-Click on “Interactive Forms 2004” or “Interactive Forms 2005” then click on the “Remove” button.

-Go back to the page where the gold “Start 2005 Tax Forms” button or the blue “Launch” button is located and click on the button.

-You will be prompted with the message “The software is not installed. Would you like to download and install it now?”

-Click “Yes”, and go through the installation.

-After the installation is finished, click on the gold “Start 2005 Tax Form” button or the blue “Launch: button again. The interactive forms software should launch.

Q: Can I email a saved form as an attachment?

A: Yes, a saved form can be emailed as an attachment. In order to open or view the form, the person receiving the attachment will need to have the interactive forms software installed on their computer.

Q: May I print a blank form without the pre-populated zeros on the form?

A: Yes, you can print a blank form without the pre-populated zeros if the form is not designed to be machine-read. Perform the following steps with the blank form displayed on the screen:

1. Click on “Edit” on the top menu. Click on the drop down menu option “Override Calculations”. Click on the side menu option “All Pages”.
2. Click on “Edit” on the top menu. Click on the drop down menu option “Erase Fields”. Click on the side menu option “All Pages”.

Q: When installing the interactive forms software on a PC running Windows XP, I received a login box asking me to log on as an Administrator. What should I do?

A: The installer has detected that you do not have sufficient access rights to complete the install. In some organizations, their users are restricted from having the access rights to install software on their computer. We recommend that you contact your technical support department for assistance with the installation. For more information, please contact BNA Technical Support at 1-800-372-1033, option 3.

Q: When I click on the gold “Start 2005 Tax Forms” button or the blue “Launch” button in a Web reference library, I get the error message “Apollo was unable to connect to web server or proxy server”. I am running the personal firewall software - Symantec's Norton Internet Security. Why am I getting this error message?

A: Either one or both executable files that launch the Interactive Forms program are being blocked by Norton Internet Security software. The files being blocked are called apollo.exe and engine.exe. These files are recognized in the Norton Internet Security software by their descriptive names. The descriptive name for the apollo.exe file is “Application Browser”. The descriptive name for engine.exe file is “Forms Software Platform”. You must change the Internet Access level associated with the aforementioned descriptive names. Follow these steps:

• Open Norton Internet Security and click “Personal Firewall”.
• On the bottom right corner, click “Configure”.
• Select the “Program” tab.
• Locate in the “Program” column “Application Browser” and “Forms Software Platform”. Select the program “Application Browser” and/or “Forms Software Platform”. Identify the Internet Access level in the Internet Access column for the program.
• If the Internet Access level says either “Block” or “Block all”, click the down arrow next to “Block” or “Block All” in order to access the pull down menu option for that program.
• From that pull down menu, select “Permit All”.
• Click “OK” on all succeeding dialog boxes.
• The apollo.exe and/or engine.exe should now have full internet access to run the interactive forms software.

Q: What is the best way to find the directory where I saved the forms and profiles that I created?

A: You can conduct a file search using the Search function from the Windows Start Menu. Here are the steps:

1. Click on the “START” button in Windows. Click on “Search”.
2. Select “All files and folders”.
3. Type "*.form" to search for forms or type "*.profile" to search for profiles in “All or part of a filename”.
4. In the "Look in" dropdown, specify the drive in which you want to do the search.
5. Click on "Search" to start searching.
6. If the results from the search are not useful, return to step 4 to change the drive. Repeat steps 4 and 5 until you get successful results or have exhausted all possible drive selections.

Back to top

Web Reference Libraries

Q: Are the BNA Web reference libraries compatible on a Mac operating system?

A: Yes, the BNA Web reference libraries are compatible on a Mac operating system. We recommend that you use the Mac version of the Mozilla Firefox or Netscape Navigator software as the internet browser. However, the interactive forms software which is included with a few BNA Web reference libraries is only compatible with Windows operating systems.

Q: How do I create a shortcut in Internet Explorer on my desktop for a BNA Web reference library?

A: After you login to a BNA Web reference library, you can do the following to create a short cut:

1. Click on “File” on the top menu.
2. Click on “Send” on the drop-down menu.
3. Click on “Shortcut to Desktop” on the side pop-up menu.

Q: Whenever I try to launch a BNA Web reference library, Internet Explorer attempts to open the website; however, I get the error message “The user name and password you entered are not valid.” How do I get the authentication login dialog to appear; so that, I can enter my username and password?

A: In most cases, the error message is displayed because the option “anonymous logon” has been selected in Internet Explorer. To ensure that this option is not selected; follow these steps:

• Under “Tools” on the top menu bar, select “Internet Options”.
• Select the “Security” tab, and click the “Internet” icon.
• Click the “Custom Level” button and scroll down until you see the title “User Authentication”.
• Under “User Authentication” you will see the sub-title “Logon”.
• If the option “Anonymous logon” is selected, this will be the reason why the logon window is not being displayed.
• Select the “Reset” button located at the bottom right corner. This will reset the security settings to its default settings. (Anonymous logon is not a default setting)
• Click “OK” on all dialog boxes.