> For the complete documentation index, see [llms.txt](https://help.filed.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.filed.com/reference/troubleshooting.md). # Troubleshooting Start from the symptom that matches what you see. Each article follows the same shape: what the status means, why it happens, how to fix it, and when to contact support. If Filed has displayed a pop-up message, read it first - it is always your most reliable clue. ## Return status problems These articles cover situations where a return has stopped moving through the preparation workflow. ### Return stuck in Processing The return has been showing "Processing" longer than expected. [Find out why and how to resolve it.](/reference/troubleshooting/return-stuck-in-processing.md) ### Return showing Paused The return stopped and is waiting for a specific action before it can continue. [Identify the cause and the fix.](/reference/troubleshooting/return-paused.md) ### Return shows a system issue or error Filed reported an error during processing. [Understand what went wrong and what to do next.](/reference/troubleshooting/system-issue-or-error.md) ## Data entry problems These articles cover unexpected outcomes after data entry completes successfully. ### Return completed with zero or blank entries The return reached a completed state but the fields in your tax software are empty or contain zeros. [Find the fix for your tax software.](/reference/troubleshooting/zero-blank-entries.md) ## Filed sync app problems The Filed Sync App is a desktop application required for Drake and UltraTax users. It runs on the machine where your tax software is installed and handles backup file transfer automatically. If it is not running, returns on those platforms will stall. ### Sync app not running, erroring, or needs reinstall The Sync App is crashing, showing errors, or needs to be replaced with a newer version. [Follow the reinstall guide.](/reference/troubleshooting/re-installing-the-filed-sync-app.md) ## Rules and protocols Rules (also called protocols) are firm-level instructions stored in Filed's Playbook that guide the AI Reviewer's behavior on future runs. ### Rules not applying or behaving unexpectedly A rule exists in Filed but the AI Reviewer output does not reflect it. [Understand how rules work and how to troubleshoot them.](/reference/troubleshooting/rules-explainer.md) ## Still stuck? Contact Filed support and include the following: * The return ID (visible in the return detail page or URL) * Your tax software name and version * The exact text of any error or pop-up message Filed displayed * The steps you have already tried This information lets the engineering team locate the relevant logs and investigate without needing a follow-up round-trip. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.filed.com/reference/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.