All Systems Operational

About This Site

Welcome to SurePrep's home for system status information. Here you'll find current and historical data on system performance and metrics. If there are any service interruptions, an incident will be reported here. Click on the blue SUBSCRIBE TO UPDATES button above to be notified via email and/or sms as soon as there is a change in system performance or planned system maintenance. Please be aware, after subscribing you will receive a confirmation email.

FileRoom Operational
90 days ago
98.82 % uptime
Today
SPbinder Operational
90 days ago
98.82 % uptime
Today
1040SCAN Review Wizard Operational
90 days ago
100.0 % uptime
Today
TaxCaddy Operational
90 days ago
100.0 % uptime
Today
TaxCaddy Dashboard Operational
90 days ago
100.0 % uptime
Today
TaxCaddy Email Notifications Operational
90 days ago
100.0 % uptime
Today
Integrations Operational
90 days ago
97.64 % uptime
Today
GoSystem Tax Integration Operational
90 days ago
100.0 % uptime
Today
GoFileRoom Integration Operational
90 days ago
92.43 % uptime
Today
CCH Axcess Tax Integration Operational
90 days ago
98.15 % uptime
Today
CCH Global fx Tax Integration Operational
90 days ago
100.0 % uptime
Today
Third Party Services Operational
90 days ago
99.93 % uptime
Today
Zendesk (SurePrep Support Ticketing System and Help Center) Operational
90 days ago
99.93 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
had a major outage
had a partial outage
Past Incidents
Oct 22, 2019

No incidents reported today.

Oct 21, 2019

No incidents reported.

Oct 20, 2019
Completed - The scheduled maintenance has been completed.
Oct 20, 02:30 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 19, 22:30 PDT
Scheduled - SurePrep's systems will undergo the following routine maintenance period:

10:30 PM Pacific on Saturday, October 19 to 2:30 AM Pacific on Sunday, October 20. Customers will be unable to connect during this 4 hour maintenance period. We schedule maintenance at times that minimize the impact to our customers but we apologize for any inconvenience.
Oct 14, 09:32 PDT
Oct 18, 2019

No incidents reported.

Oct 17, 2019

No incidents reported.

Oct 16, 2019

No incidents reported.

Oct 15, 2019

No incidents reported.

Oct 14, 2019

No incidents reported.

Oct 13, 2019

No incidents reported.

Oct 12, 2019

No incidents reported.

Oct 11, 2019
Resolved - The GoSystem Tax import/export issues have been resolved. We continue to monitor the situation. Incident updates will be posted here as we get them.
Oct 11, 15:21 PDT
Investigating - Some customers are reporting the inability to import/export to GoSystem Tax. We are working with Thomson Reuters support to resolve the issues as soon as possible. Incident updates will be posted here as we get them.
Oct 11, 13:52 PDT
Resolved - https://corp.sureprep.com/statement-and-instructions-regarding-recent-software-outage/

Note: There is no guarantee that the SurePrep software outage will be accepted as reasonable cause. Each return is looked at on a case by case basis.

October 11, 2019

SurePrep has been in contact with the IRS regarding the recent SurePrep FileRoom outage. The IRS encourages taxpayers with an October 15 deadline to file on time, if possible.

Taxpayers that were affected by the SurePrep outage and file after the deadline should include the phrase “Late filed return due to SurePrep software outage” as a statement of reasonable cause.

Following are specific instructions for taxpayers and preparers seeking reasonable cause penalty relief.

For Paper Returns:

To clearly identify an impacted paper-filed return, please attach a separate written statement to the signed tax return that’s titled “Reasonable Cause Waiver Request – IRC 6651, Failure to File Penalty” that contains in the letter body “Late filed return due to SurePrep software outage”. It must be attached to the original signed return.

For E-Filed Returns:

In the ReasonableCauseStatement element of the electronic file, include the following text: “Late filed return due to SurePrep software outage”.

If a late filing penalty notice is received, use form 843 to request an abatement: https://www.irs.gov/forms-pubs/about-form-843

Note: There is no guarantee that the SurePrep software outage will be accepted as reasonable cause. Each return is looked at on a case by case basis.

SurePrep Incident Report:

https://status.sureprep.com/incidents/zt8bpm16bjth
Oct 11, 10:42 PDT
Oct 10, 2019

No incidents reported.

Oct 9, 2019
Postmortem - Read details
Oct 10, 09:38 PDT
Resolved - We identified the root cause of the connectivity issues and deployed a fix. FileRoom connectivity has been restored. We continue to monitor the situation. Incident updates will be posted here as we get them.
Oct 9, 12:22 PDT
Update - Message from SurePrep President & CEO:

We are aware of the connectivity issues customers are experiencing when logging into the SurePrep FileRoom. Our teams are working tirelessly to resolve these technical issues as soon as possible. I’m confident we will diagnose and resolve the root cause of the concern and restore system performance soon. We are truly sorry for the disruption that you are experiencing. SurePrep’s consistent uptime and uninterrupted availability is pivotal to your processes, and we are working diligently to regain your trust. Periodic updates will be posted here on the SurePrep Status page as they become available.

Respectfully,

David Wyle
CEO/President
Oct 9, 09:30 PDT
Update - We continue to work towards a full resolution of the connection issues. As a short-term workaround, our customer support team can provide a PBFX file for binders you need to open. Once the PBFX file is downloaded, you can double click on it, enter your login credentials, and the binder will open. To request instructions for the short-term workaround please ask your staff to email support@sureprep.com with the subject “PBFX workaround” and include the Binder ID and/or Client ID. Support will reply with instructions.
Oct 9, 07:04 PDT
Update - We are seeing improvements in the connectivity issues and we are working around the clock towards a full resolution. Incident updates will be posted here as we get them.
Oct 8, 23:11 PDT
Update - We continue to work towards a full resolution with the highest priority. We sincerely apologize for the system slowness and outage. Incident updates will be posted here as we get them.
Oct 8, 16:43 PDT
Update - We continue to work towards a resolution of the connection issues. As a short-term workaround, our customer support team can provide a PBFX file for binders you need to open. Once the PBFX file is downloaded, you can double click on it, enter your login credentials, and the binder will open. To request instructions for the short-term workaround please ask your staff to email support@sureprep.com with the subject “PBFX workaround”. Support will reply with instructions.
Oct 8, 14:09 PDT
Update - Our engineers are making incremental FileRoom configuration changes and we are working with Microsoft support to fix the connection issues as soon as possible. We apologize for the inconvenience. Incident updates will be posted here as we get them.
Oct 8, 12:15 PDT
Update - Some customers are reporting system slowness and difficulty logging into FileRoom. Our operations team is investigating the cause. We apologize for the inconvenience. Incident updates will be posted here as we get them.
Oct 8, 07:43 PDT
Update - We are continuing to work on a fix for this issue.
Oct 8, 07:43 PDT
Update - We are continuing to work on a fix for this issue.
Oct 8, 07:42 PDT
Identified - We're seeing improvement in the system slowness that some customers have reported. Maintenance will be performed tonight to further mitigate the slowness. Incident updates will be posted here as we get them.
Oct 7, 17:57 PDT
Investigating - Some customers are reporting system slowness navigating FileRoom and opening SPbinder. Our operations team is investigating the cause. We apologize for the inconvenience. Incident updates will be posted here as we get them.
Oct 7, 12:55 PDT