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Frequently Asked Questions
What Is A Client Portal
A client portal is an access point through a secured server. This access point allows clients to send a receive data directly to and from KBST&M without using email, overnight delivery or regular mail. Client Portal allows clients to view securely Tax Returns, Financial Statements and Other Deliverables. Client Portal also allows clients to upload files to KBST&M such as QuickBooks and other Accounting Data files and Scanned Tax Documents.
How Long Is My Data Stored
You have complete access to your data and may remove it from the portal at any time. KBST&M also has access to your information and will be kept on our server according to our own record retention policy.
Why Is This Better Than E-Mail?
There are two main reasons: security and sending large files. The Client Portal typically allows any-size file to be uploaded, this is not the case with most e-mail clients. While many will allow files of around 5-15 MB in size, most e-mail systems will reject files that are larger. Some examples of large files include Quickbooks Files or PDFs of tax returns and supporting documents. Another limitation of e-mail is that you must encrypt and password protect your file before you send it, with a Client Portal you just save the file and let the portal take care of the encryption.
How Do I Know When A File Is Available
Any time a new file is placed on your portal you will receive an e-mail notification from your professional at KBST&M. This e-mail will contain a hyperlink that will take you straight to the login page of the portal, where you may enter your e-mail address and password to access your documents.
How Fast Do My Files Upload And Download
The time it takes to upload or download a file is dependent on two factors, the size of the file and the speed of your connection. Several services are available on the web to test upload and download speed. If you are experiencing slow transfers we suggest you test your bandwidth and speed using a trusted source, such as SpeakEasy.net or SpeedTest.net
How Do I Access The Client Portal
The client portal is a secure website, you may connect to it using Internet Explorer 6, or 7. It is not fully supported by Internet Explorer 8, Firefox, Opera or Safari. Your professional at KBST&M will create an account for you and provide detailed instructions on logging into the system. They will also provide a User's Guide to help you along the way.
I have forgotten my UserID and/or Password for the Client Portal. What Do I Do?
Follow these steps for assistance.
Who Do I Contact If I Have Additional Questions Regarding KBST&M’s Client Portal?
You may either contact your professional at KBST&M or for technical questions, the IT Department at 410.308.0300 or portalsupport@kbstm.com during normal business hours.
What Happens if the Browse Button has a Red 'X'?
Download this file to a location on your computer and run the setup.
What Happens If Internet Explorer Returns A Message Saying That It Requires A Plug-In From CCH To Be Installed?
Download this zip file and save it to a location on your computer.
Uncompress the file and run the setup.
Why Does The Browse Button On The Client Portal Add Document Page Show A Broken Link?
Note: Portal will only work with Internet Explorer 6 and 7. Internet Explorer 8, Firefox, Opera and Safari are not fully supported and may not work with portal. Microsoft .NET Framework 2.0 is required for portal.
Solution 1:
Add portal site into trusted zone and enable to activeX settings in Internet Explorer
For Internet Explorer 6 and 7:
- 1. Click on Tools menu > Internet Options > Security tab > select Trusted sites and then click on the sites button.
- 2. Then click on the Add button and enter https://portal.kbstm.com into the "Add this website to the zone" field.
- 3. Click on close and then Apply to save the settings.
- 4. With Trusted sites still selected, click on the Custom level button. A new window opens.
- 5. Scroll down till you see "Download unsigned ActiveX controls" and "Initialize and script ActiveX controls not marked as safe for scripting." Enable both options and then click on OK.
- 6. Close all Internet Explorer windows. Then start up Internet Explorer again and go to https://portal.kbstm.com. Enter in your username, password, and portal ID. Click on the Login button and the browse button should be visible.
Please proceed to solution #2 if it does not work.
Solution 2:
If the browse button is still grayed out after implementing solution 1, perform a manual installation of the required portal plugin.
For Vista: right click on the Internet Explorer Icon > select Run as Administrator > click on Accept For Windows XP Pro: right click your Internet Explorer shortcut > Run As > then enter in the username and password of the account with local administrator rights, then click on OK.
Internet Explorer will open up normally. Enter in https://portal.kbstm.com into the address bar. Sign in normally with your username and password. The required plugin will install itself after the user login in the background. This installation process is completely invisible to the end-user. The browse button should be selectable now.
Note: the user only needs to do this once. IE will retain the information and the browse button will continue to be visible in the future.
If the browse button is still grayed out, please contact the IT Department at 410.308.0300 or this zip file during normal business hours for further assistance.
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