This article will guide you on how to provide log files to us to further troubleshoot some lodgement as well as prefill problems for returns prepared in APS Tax forms.
Create log files for APS forms
Log out of APS on the PC where the error has occurred.
📌Note: If you are operating on a server, make sure all users are logged out of APS before changing this setting.
Go to Windows, File Explorer, C Drive, ADV 2000, Tax Forms and C drive, Program Files (x86) Advance Tax, Framework to locate the below files on the PC:
C:\Adv2000\TaxForms\App.config.
C:\Adv2000\TaxForms\Aps.Applications.Tax.Australia.SBRAUSKeyConfiguration.exe.config.
C:\Adv2000\TaxForms\Aps.Framework.SBRService.Host.exe.config.
C:\Adv2000\TaxForms\Aps.TaxService.Host.exe.config.
C:\Program Files (x86)\Advance Tax\Framework\Aps.Applications.Tax.Australia.SBRAUSKeyConfiguration.exe.config.
C:\Program Files (x86)\Advance Tax\Framework\Aps.Framework.Runtime.Loader.exe.config.
C:\Program Files (x86)\Advance Tax\Framework\Aps.Framework.SBRService.Host.exe.config.
Open each file to edit.
Locate a field called <add Key = "EnableReckonAS4Logging" Value= False"/> and change this to True. Save your changes.
Once the tag is changed to True. The system will start to create XML log files.
Lodge/Prefill the affected return(s). Then, go to C:\Users\AffectedUser\AppData and press enter. This is usually a hidden folder. If you are unable to view this location, you are using a terminal server see the Note for Terminal servers below.
Whilst in this folder search for ReckonAS4.
Open the ReckonAS4 Client folder and under here you will see Logs Directory.
Copy the XML files created in this folder and contact support.
Use the link and password sent by the Support specialist to upload the XML files.
Check the below:
Check the Date Modified of these files. They should match the lodgement time on the SBR Validation Report.
Provide us with all the files that are created together as each lodgement and prefill will create multiple files and we would require them all.
📌Note: Serv-U data is automatically deleted after fourteen days.
📌Note: Terminal Servers
Check the following two locations:
C:\Users\Your Name\Temp\ReckonAS4Client\Logs.
C:\Users\Your Name\AppData\Local\Temp\Any folder name with numerical number\ReckonAS4Client\Logs.
After your case is resolved
Once you have sent us the log files, leave the tags to set as True, as we may request newer log files for the same ticket.
You can change the tags to False once your case is resolved by changing add <Key = "EnableReckonAS4Logging" Value= True"/> and this to False.