FREQUENTLY ASKED QUESTIONS ("FAQs")

To avoid "timing out" on our server, plan on completing your return in one sitting. If you leave the application idle for more than 15 minutes, the server will log you off and you will have to start over again.

Please note:
We are not responsible for Internet connectivity problems, which are usually the cause when a web site cannot be accessed. Although we encourage you to report problems with the site and applications, we ask that you look through these FAQs and determine if the problem is with the application or just the Internet before informing us.

Thanks!

- Tech team

TROUBLESHOOTING

Browser

Browser error messages explained (Off site link.)

I keep getting the error "File not Found". What is the matter?
Usually this means that your browser is not getting a connection to our server. This is a common problem in high-volume periods (around noon, especially). If the problem persists contact your Internet Service Provider to ask what can be done about it.

Compatibility

I have Windows Millenium Edition. Will these applications work with the newest versions of Windows, Internet Explorer, etc.?
The Internet Filing Applications should be compatible with all platforms and browsers.

Windows error messages

I got a pop-up window that said "This program has performed an illegal operation..." What happened?
A program you were using, most likely the browser, caused a system error in Windows. This is an internal error in your computer. The only thing you can do is shut down the computer and reboot. Try running only the browser software to avoid conflicts.

Problems logging on

I keep getting a notice "Cannot communicate with DB clients" when I try to register. Everything worked fine last time. What do I do?
This problem is caused by your bookmarking the registration screen instead of the Gateway page. In this case the application is reporting a dead session, or one that has been terminated by the user. As noted in the Gateway page, you should only bookmark the Gateway not the applications themselves to avoid this problem.
If you log onto our home page http://www.maine.gov/revenue, select "electronic services," then start the application normally by clicking the appropriate button you should have no difficulty logging on. This will begin a new session for you, but you should refresh (reload) the registration screen, just to be sure.
I got to the "Welcome" page, but when I clicked "Next" I came right back to "Welcome." What's wrong?
This application uses "Cookies" to keep track of users inside a session. You have probably disabled accepting cookies.
Under "Edit" in Netscape select "Preferences". Click on "Advanced" Make sure that either "Accept all Cookies" or "Accept only cookies that get sent back to the originating server" is selected. Keep clicking OK until you exit the preferences screen.
Under "Tools" in Internet Explorer select "Internet Options." Click the "Security" tab and scroll down to the section on Cookies. Make sure accepting cookies is enabled. Keep clicking OK until you exit the options screen.
What are Cookies, and why should I accept them?
Cookies are small files that identify you while you are filing your return. Our applications use them to keep your information separate from other filers when more than one person is filing.
It is important that you enable accepting cookies in order to file. You can turn this off after you finish filing, if you wish. The MRS applications do not place cookies on your computer, and the cookies we generate are erased from our computer after you complete your filing.

Connection Problems

If you experience connection problems such as some of the ones noted below, the first thing to try is to shut down your computer completely (turn it off) then start it up again. Try running only the browser to avoid conflicts with other software on your machine. During high-traffic periods (11AM-3PM) there may be too much "traffic" on the Internet. This problem is widespread, and not the result of any program or system error. If you try back in the evening or early next morning you may have a better chance.

I got to the gateway page and chose my tax type, but nothing happened -OR- I got past the registration screens, and started entering data. When I clicked "Submit" I saw the message "Loading page" then nothing happened. Why?

This usually happens because there is too much "traffic" on the Internet, noisy phone lines or other communication problems. You can try reloading/refreshing the page, but there is no guarantee this will work. If you try back in the evening or early next morning you may have a better chance.

TIP: Look at the bottom of the browser window. You will see a message like "Connecting to site..." or "Contacting site...", and the "busy" cursor appears for a long time, then the browser tells you that "the server may be down" or "the page cannot be displayed". This happens to a lot of sites during high-traffic times. As an example, try getting to microsoft.com at 12:00 noon.

General Application Problems

I clicked "Next" and waited a long time. The Netscape (or Explorer) image at the top right of my browser window just kept spinning around and around, and nothing else happened. Why can't I load the next page?
There are connection problems between your computer and the server. The message is not getting through to our server, or the answer is not getting back to your computer. Try clicking the "Next" button again, or choose "Refresh" or "Reload" from the top menu. If this does not work, try again at a different time, preferably morning or early evening.

I got a message Error 404: File not found. What does that mean?
There are connection problems between your computer and the server, or the file does not exist on the server. If you keep getting this error, e-mail the Income Tax Division.
I entered my registration information and clicked "Submit", but I keep coming back to the same screen. What is happening?
1. Scroll to the top of the screen. You may have missed an error message. If you locked yourself out, you will have to contact the Income Tax Division at 207-626-8475 or Sales Tax at 207-624-9741 to have your account reset.
  Your browser may be loading a file from cache. Clean out the cache and try again:
  In Netscape Navigator: Click "Edit, Preferences"
  Click "Navigator": Clear the History and Location bar caches
  Click the [+] next to "Advanced," then click "Cache": Clear the Memory and Disk caches In Internet Explorer:
  Click "Tools, Internet Options"
  Delete Temporary Internet Files, and clear the History cache
2. Check your bookmark. You should be going to "http://www.maine.gov/revenue/netfile/gateway2.htm". If your bookmark ends in "/Welcome.asp" change it, then try again.
I'm having trouble seeing: the font is too small.
Use the View menu to increase the font size on your monitor.

I lost my password. How do I get in?
If you are filing Withholding, you need to contact the Income Tax Division by e-mail or by phoning (207) 626-8475, option 4.
If you are filing Sales Tax, you need to contact the Sales/Excise Tax Division by e-mail or by phoning (207) 624-9751.
Why don't you automate password retrieval?
We have not automated the reply process it because Bureau policy requires human verification of identity.
It asks for my password ... how do I get one?
You yourself create the password. The password needs to be 6 characters long, any combination of letters and numbers. It is not case sensitive. (Suzie2 = SUZIE2 = suzie2).

When I clicked "Next" on the "Completed Return" screen, I did not proceed to the Payment Options screen. Is something wrong?
This is another Internet problem: your request is not reaching our server. Try later, in a lower traffic period. If you have the same problem three times or more, please contact Tech Support (at the end of this page).
Where can I find the bank routing number requested on the ACH Debit registration screen?
The routing number is the first nine-digit number you will see at the bottom of a check, or a bank statement. You can also call your bank and ask them for it.
How do I change my bank account information?
In the Payment Options screen, there is a line that says "I would like to change my account information. Show me the ACH agreement again." Click on this and you can change your bank account information.
I elected to pay by check, and printed out my "voucher" but I couldn't get any further. Is my return filed or not?
Your return is not filed until you receive a confirmation number. Since you haven't received a confirmation number your return has not been filed.

Combined Withholding and Unemployment

I wish this application was more flexible. Are there any improvements being planned?
We are continually updating the application as minor problems are revealed, but there will be a major revision, which we hope to have on line by January 2001. We are looking at better navigation (being able to go back and correct data already entered), retaining data in case a session is interrupted, a running total in the data entry screens, and other ease of use improvements.
I entered my return and didn't get to print it out. I cannot get back to it. Is it possible to print a completed copy?
Once you have finished filing there is no way to go back and print your return. We may be able to provide a way in the future, but for now all we can do is send you an ASCII text file extracted from the database. You must supply your Withholding Account number and request the Withholding and UIC record, Wage Data or both.
I entered my employees, but forgot one. How do I fix it?
Currently, all you can do is to submit the Employee Wage Data, exit the application and then log on again. Your Employee Information will have been saved, but not the wage data. Reenter the wage data, and add the missing employee when you get to the "Add Employees" screen.
I entered my employees, but made a mistake somewhere. All my wage data and delete marks disappeared, and I had to reenter them. When I hit "Submit" the same thing happened again, although I'm positive I did not make a mistake.
Your browser has probably stored ("cached") a copy of the bad data page, and is submitting it to the application. It would be best to clear your cache, shut the PC down completely and start the process over from the very beginning. Run only the browser to avoid software conflicts.
I am a Magnetic Media filer. When I get to the Employee wage Detail section, I am asked whether I want to continue filing magnetic media or enter my employees via the Internet application. Can I just enter the new employees I have, and file the rest on magnetic media?
No. You must file all employees by one method or the other. If you wish to file your employees using the Internet application, you will have to enter all of them at this point. Remember, if you have more than 250 employees, you may only file your employee wage detail using magnetic media.
When I get to the Wage Detail section, I don't see any employees listed, and have to enter them myself. Why didn't they show up?
1. If you have filed wage detail using magnetic media, your employee listing will not be on our database for us to display to you. If you enter your employees using this application, you should see the employee listing the next time you file on the Internet. If you are a new filer you may not have any employee records on file with the Department of Labor yet.
2. If you don't see your employees listed, but think you should please contact the Income Tax Division and we will look into the matter.
I entered a lot of new employees, and it took me a lot of time. When I finally clicked "Submit" I saw a screen saying "We are experiencing technical difficulties. Please check back at a later time." What happened?
The message is wrong. The system has logged you off because you took too much time to enter all the data. This problem is being looked into, but in the meantime you may wish to file a paper return.

Sales Tax Online

I tried going to the site per the flyer enclosed within my return. I clicked on Sales Internet filing, then next, and I put in the information requested. The following message appears:

"ERROR: Your Sales Tax Registration Number is not included in the list of eligible filers, so you may not file via Internet at this time..."
This message doesn't make sense because I got a flyer and the flyer indicates I can submit via the Internet.
Chances are you have not entered your Sales Tax Registration Number correctly. This is a seven digit number. You need to enter any zeros at the beginning of the number. Example: enter 0257309 not 257309. The same is true of the business code (080, not 80).
I tried to file on line, but on the info screen where I'm supposed to enter the filing date your screen won't let me put in a 4 digit year, but says the 2 digit is wrong and I should enter 4 digits.
This field takes numbers only (e.g. 12011999). Do not enter slashes or dashes.
I didn't sell anything taxable this filing period. Do I have to put zeros in all the fields when I file my electronic return?
No. In fact, all you need to do is enter 0.00 in "Gross Sales" then scroll down to the bottom of the page and click "Next". The application will enter zeros in all other fields.
We have recently changed our address. I did not see any place to change this on electronic filing.
To change any of your business information click the button at the top right of the Data Entry page. You do not have to file a return for this information to be recorded.

E-MAIL FOR MORE HELP

I have tried everything and read all the FAQs. I want to e-mail you my problem.
For Income Tax account questions contact the Income Tax Division.

For Sales Tax account questions contact the Sales Tax Division.