When using any ProSeries feature that connects to the internet, such as updates, e-file, pay-per-return authorization, online licensing, you receive:
- "The Server Name or address could not be resolved. Please make sure your Internet connection is working. Your web browser or e-mail program can be used to verify your connection." (or)
- "Internet Connection Error - Your connection to the server was lost."
This error can occur in both ProSeries Professional or ProSeries Basic. This article will help you with the common issues that may cause this error.
Firewall configuration:
Firewalls may block ProSeries features that connect to the internet. You may need to configure your firewall to allow ProSeries access to the internet.
Router configuration:
Some routers for sharing internet connections aren't correctly configured for high-speed internet access. Updating the router, firmware, or setting the Maximum Transmission Unit (MTU) to the appropriate setting for your ISP may correct problems with ProSeries features that connect to the internet.
Lost connection:
If you are using a dial-up connection, you may lose your connection to the internet. Many ProSeries users have been able to resolve this by using a different access number for their ISP. Some ISPs may disconnect a user that is inactive for a long time. Many of our customers have corrected this by opening a browser window to a Web site that refreshes often, such as a weather or news site.
ProSeries 2006-2010
The servers that were used to host ProSeries product updates and licensing for tax years 2006 through 2010 were decommissioned on March 1, 2017. With these servers no longer in service the prior-year versions of ProSeries are unable to update, license or download new products from within the program. For assistance updating or unlocking these years, see: Installing and unlocking older versions of ProSeries
It is best to contact your local Internet Service provider to help troubleshoot.