Onvio current information and alerts

This article includes important information related to your application, such as the status of known issues, recently corrected problems, and answers to common questions.

Product status

To see the current status of Onvio, including any login, performance, and overall service degradation disruptions, visit the Online Product Status page.

Program updates

To read about updates to Onvio, see Release notes for all Onvio applications.


Use the Search field to search the table data, or click a column heading to sort the table.

Description Service Status
Technical Support Memorial Day Weekend
  • Technical Support Memorial Day Weekend

    Modified Date: 5/26/23

    • Technical Support will close Friday, May 26, 2023, at 6:00 PM EST for Memorial Day weekend. Technical Support will reopen with regular business hours on Tuesday, May 30, 2023.
    • Please see 2023 software technical support hours for our regular hours.
Technical Support Notice
Home Page Dashboard Error in Onvio Center
  • Home Page Dashboard Error

    Modified Date: 5/16/23

    • We were aware of some users receiving an error when accessing the Home Page Dashboard in Onvio Center. In the meantime, if you need to access current tasks or statuses of projects, then use the project grid filtering options. We will update this alert when resolved.
Home Page Dashboard Open
Server Errors in Onvio Time and Billing and Timers
  • Server Errors

    Modified Date: 5/16/23

    • Update: This is resolved.
    • Previously, we were aware of some users receiving errors when performing various functions in Onvio Time and Billing.
Onvio Time and Billing Fixed
Onvio Tax April 30, 2023 Cutoff
  • Onvio Tax

    Posted Date: 4/26/23

    • As of April 30, 2023 Onvio Tax will be unavailable and you will no longer have access. Internal messaging was displayed throughout April to reinforce this deadline.
Onvio Tax Notice
Error: “Parent Resource not Found” when clicking Timer Icon
  • Onvio Timers

    Posted Date: 4/20/23

    • We have received reports of staff members receiving the error “Parent Resource not Found” when clicking on the Timer icon within Onvio. Our development team is working to get this resolved.
    • Workaround: Edit each permissions group in Setup>Permission Groups by just clicking through each one and then click Save. No actual changes need to be made. Once you have done that try again.

ADO 1849792

IMPORTANT: Please collect the Chain ID from Dev Tools prior to having the firm do the workaround and provide that information on the above ADO.

Time and Billing Investigating
eSignature Failing to Send to Onvio from UltraTax CS
  • UltraTax Integration

    Modified Date: 3/10/23

    • This has been resolved.
UltraTax Integration Fixed
Daily Digest Emails Not Being Received
  • Onvio Documents

    Updated Date: 3/29/23

    • This has been resolved. Daily Digest emails are now sending as expected.
Documents Fixed
Folder Name Showing Incorrectly In Email Notifications
  • Documents

    Updated Date: 2/16/23

    • Update: This has been corrected, the name of the folder is now showing properly in email notifications.
Documents Fixed
Trial Balance Binders Stuck in Assembly
  • Onvio Trial Balance

    Updated Date: 2/16/23

    • Update: This has been corrected. The binders should now be getting cleared nightly.
Trial Balance Fixed
Scan Screen Does Not Load for Certain Scan Drivers
  • Scanning

    Posted Date: 1/12/2023

    • We are investigating an issue where the Preview Screen within the Scanner window does not load. This seems to be related to WIA Scan Drivers.
    • We are working to get this corrected as soon as possible. As a workaround, please use a TWAIN driver rather than a WIA driver for your scanner.
Documents Investigating
Migrations from Onvio Tax Have Begun
  • Onvio Two-Step Verification

    Posted Date: 01/12/23

    • Onvio Tax is now in a read-only state.
    • Please contact support if you have questions regarding migrating to a different tax software.
Onvio Tax Notice
Resolve Conflicts Link in Migrations Screen Does Not Load
  • Migrations

    Posted Date: 1/03/2023

    • We are investigating an issue where the Resolve Conflicts Screen within the Migrations window does not load. The error occurs when more than one migration is processing at a time.
    • To prevent this from happening please run smaller batches, one at a time, allow the batch to process and resolve any conflicts before starting another migration. Please make sure that the current migration shows as Completed in the Migrations screen prior to starting the next one. Our team is working to get this corrected as quickly as possible.
Migrations Investigating
FileCabinet Migrations to Onvio Not Completing
  • FileCabinet Migrations Not Completing

    Posted Date: 11/29/22

    • We are currently seeing intermittent issues with File Cabinet Migrations queuing but not completing. Our development team is aware and working on a solution. We apologize for the inconvenience.
File Cabinet Migrations Open
Two-Step Verification Setup Screen Persists
  • Onvio Two-Step Verification

    Latest Update:02/02/2023

    • Update: This has been resolved.
    • At times you may receive the Onvio two-step verification setup screen during sign-in even though you have already enabled two-step verification. If you click on "Setup Two-Step Verification", you will receive the normal two-step verification challenge to verify your identity.
Two-Step Verification Fixed
Onvio Two-Step Verification Effective August 13
  • Onvio Two-Step Verification

    Posted Date: 08/04/2022

    • Starting Saturday, August 13th, two-step verification will be required for all Onvio Staff and Clients. There are now several new verification options available, including email, phone, text, and applications. We do recommend that you use the Auth0 Guardian application, as it is the only application that will send notices to authenticate. More information is available on the Onvio Help and How-To Center or through these articles:
    • Two-step verification overview
    • Two-step verification setup
Two-Step Verification Notice
Onvio Two-Step Verification Email Communication Sent to Firm Licensee on July 14
  • New sign-in experience coming in August 2022

    Sent Date: 07/14/2022

    We’ve been working hard to make your Thomson Reuters sign-in experience easier and more secure. To make the update as smooth as possible for you and your firm, we wanted to let you know what to expect before the changes take place on August 13, 2022.

    To assist your firm in providing information about the new sign-in experience to your clients who use Client Center, please refer to the original email communication which was sent to your firm’s licensee on July 14 for an email template that can be used to notify your clients of this change.

Two-Step Verification Notice
Received Locked Account Email and Cannot Login
  • Posted Date: 08/16/2022

    Emails that come from Access.info@thomsonreuters.com that state "Unusual access to your account" or “Unsuccessful sign in attempts has locked your account” indicate that the account has been locked. This is the new unlock email. If you receive this email and cannot login, please use the unblock button in the email to unblock the account.

    If you continue to receive this email and cannot login, please verify the following:

    • If you are licensed for Onvio, please make sure that you are on the latest version of Onvio Link. After doing so, please use the email to unblock your account. If you are not able to unblock your account or did not receive the email to do so, please reset your password.
    • If you were previously licensed for Onvio and are no longer, please make sure that you do not have Onvio Link installed on your workstation or any other workstations that you might have used Onvio (or has been used to access Onvio) at your firm.
Login Notice
Unsure of the best method for contacting Support?
    • Contact Support Methods
    • Posted Date: 10/18/2021
    • Are you unsure of the best way to contact Support for your inquiry? In Onvio click the question mark and select “Contact Support” to view more information about what method might be best for you when contacting Support or click the link below.
    • Contact Support Help & How-To
Contact Support Notice
Microsoft is retiring Internet Explorer as of June 15, 2022
    • Posted Date: 05/20/2022
    • A reminder that Thomson Reuters will discontinue IE as a supported browser for all products due to Microsoft’s scheduled end of support on June 15, 2022.
    • Please view Microsoft’s FAQs about the retirement of Internet Explorer for more information.
    • To ensure the best possible experience, please refer to our System Requirements for supported internet browsers.
Internet Explorer Notice
Received failed message when opening Excel or Word documents in Onvio Link
      • Services affected: Onvio Link
      • Reported Date: 04/22/2022
      • We have identified an issue where a failure to open Documents in Onvio Link from Word and Excel is occurring. We will update this alert when we have more information. As a temporary workaround; you can update the document locally and re-upload it until a permanent resolution is made available.

We apologize for any inconvenience this may cause.

Onvio Link Open
Unable to upload to questionnaire
    • Services affected: UltraTax CS Integration
    • Reported Date: 03/5/2022
    • We have identified an issue where; in some cases the tax questionnaire cannot be uploaded. We are investigating a fix for this issue. We will update this alert once we have more information.

We apologize for any inconvenience this may cause.

UltraTax CS Integration Open
Staff are not receiving every notifications when a client uploads documents.
    • Services affected: Onvio Notifications
    • Reported Date: 02/09/2022
    • We have received reports that some notifications are coming to staff member when a client uploads a document, but not all of them are coming through. We are investigating this and will update this alert when we have more information.

We apologize for any inconvenience this may cause.

Onvio Notifications Open
Error Message in UltraTax CS: A problem occurred during the migration. Please try again or contact support
    • Services affected: Onvio Migration from UltraTax CS
    • If you receive the error in UltraTax CS stating "A problem occurred during the migration. Please try again or contact support" then you may need your firm admin to update your permissions. You must be a full Admin in order to utilize the migration utility. Specifically you need to have the Systems Permission Group for "All Functionality and Non-Confidential Data" enabled for your staff login. Once added by a firm Admin then please logout and log back into Onvio for the change to enable. The permissions do not affect what you see in UltraTax, but do affect in Onvio. Then you should see the Migrations Option under: Setup | Utilities | Migrations. this will allow you to complete the migration from UltraTax CS and no longer receive the error.
Onvio Migration Notice
Web request failed when running Onvio Integration from Ultratax when foreign code is selected.
    • Services affected: UltraTax CS Integration
    • Reported Date: 12/3/2021
    • When running the Onvio integration from UltraTax CS 2021 with a Foreign country code of "AA" Aruba (As an example) it causes Web request failed.
    • UltraTax uses IRS country codes that can be found on the IRS website
    • Onvio uses ISO country codes that can be found here

Workaround:The best option is to remove the foreign country code before the population and manually enter it into Onvio so it becomes the correct country.We will update this alert when more information is available.

We apologize for any inconvenience this may cause.

UltraTax CS Integration Open
Server error when opening recycle bin with large amount of records
  • Services affected: Documents - Recycle Bin
  • Reported: 8/12/2021
  • We have reports of some users being unable to access the Recycle Bin if a large amount of deleted records exist. We are aware of this issue but do not currently have an estimated timeframe for when it will be resolved. We will update this alert when we have more information and apologize for any inconvenience.
Documents - Recycle Bin Open
UltraTax 2020.3.0 Onvio Document Rename window on Virtual Office
  • Services affected: Onvio Documents
  • Reported: 01/29/2021
  • Printing from Virtual Office UltraTax CS 2020 to Onvio does not bring up the Confirm Documents window - It is currently necessary to open Onvio Link on Virtual Office before UltraTax CS 2020 in order to have the Confirm Documents window when printing from UltraTax CS 2020 to Onvio. If Onvio Link is not opened prior to UltraTax CS 2020, then the document will automatically upload with the original name.
Onvio Link Open

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