When I open CPAexcel, why do I receive an error about a network connection, proxy configuration, or a connection to the Internet?
You must connect to the Internet the first time you open CPAexcel and every 14 days after. If you are connected to the Internet and you still receive the error message then check your firewall and proxy settings.
If your Internet connection uses a proxy, configure CPAexcel's proxy settings. To configure CPAexcel's proxy settings, open CPAexcel and click on the link "Click here if you need to configure proxy settings" or press the F2 key on your keyboard. Close CPAexcel and then open it again. Contact your Internet service provider or local network administator if you need help with these settings.
Why do I receive an error that CPAexcel is unable to open?
CPAexcel Offline requires XP, Vista, Windows or 7. (Windows 8 is also supported) CPAexcel Offline for Mac requires OS X 10.6 (Snow Leopard) or newer. If you have an older version of Windows or Mac you can use CPAexcel Online.
When I try to update my permissions, why do I keep returning to the update permissions page?
The time and date on your computer needs to be correct. If the date is incorrect, CPAexcel will not function correctly.
CPAexcel's background syncing doesn't seem to be working
This is a known issue, and periodically affects users with lots of metrics during periods of high load. This issue will be addressed in the next update.
How do I uninstall CPAexcel?
My issue isn't covered here, how do I contact support?
Support may be contacted through email or phone:
888-884-5669 (North America)
Our hours are Mon-Fri 9 a.m. - 9 p.m. & Sat 10 a.m. - 8 p.m. Eastern Time
If emailing, please include a description of the problem, relevant error messages, and any steps already taken to fix the issue. Support may ask you to download and run the CPAexcel Diagnostic Tool
First, ensure your system meets the System Requirementsfor running CPAexcel.
Have you moved CPAexcel since it was installed? Verify that CPAexcel is installed in your user's Applications folder:
If there is no Applications folder in your user directory, or the CPAexcel app is not in the folder, re-run the CPAexcel installer.
If CPAexcel is in the Applications folder and you still cannot run the application, remove and reinstall CPAexcel:
If you still cannot start CPAexcel, please contact Support.
Mac OS X: I lost the application shortcut on my dock. How do I get it back?
You'll need to navigate to your user's Applications folder and drag it to the dock. To do this:
If your username starts with "user", be sure to enter it as part of your username. If "user" is not part of your username, check to make sure that you are entering the username you were given. We suggest that you copy and paste your username and password since they are case sensitive.
Why do I receive a blank screen when I click on CPAexcel online login or enter my username and password?
Make sure you are running the most recent version of your Internet browser and operating system including any updates and service packs available. CPAexcel suggests Mozilla Firefox as the browser to use with CPAexcel. Firefox is available for free for both Windows and Mac computers. You can download Firefox from http://www.mozilla.com/.