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Technical Support Solutions

Technical Support Solutions
Troubleshooting tips

If you are having trouble logging in to your Department of Labor Online Services account, follow these tips before continuing:


Tip 1: Clear your cookies, temporary files, and history from your browser.

    1. Close all of your browser windows and open a new browser session.
    2. Follow the instructions below for your browser.

    Browser Versions

    Microsoft

    Google

    Mozilla

    Apple

    Microsoft Edge
    Internet Explorer

    Google Chrome

    Mozilla Firefox

    Safari 9 (OS X El Capitan)

      >
    1. Close your browser window and open a new browser session. Follow Tip 2 below.
    2. Tip 2: Do not use browser bookmarks or favorites for any of the Online Services pages.

      1. Visit the Department of Labor’s website at http://www.labor.ny.gov/.
      2. Select Log in in the banner at the top right.
      3. Sign in to your Online Services account.

      Web browsers
      Our website supports the most recent versions of:

      • Microsoft Edge
      • Internet Explorer
      • Google Chrome
      • Mozilla Firefox
      • Safari

      JavaScript

      JavaScript must be enabled for your browser to work with our website. Most browsers come with JavaScript already enabled. If JavaScript is disabled in your browser, you can enable it by changing your browser settings. For instructions on how to do this, visit your browser's website and search for "enable JavaScript."

      Account creation tips

      Business account creation

      If you have not filed a New York State tax return within the past 12 months, you can still create an account by selecting No when asked Have you filed New York State corporation, sales, or withholding tax returns within the last 12 months?
      If you have filed a corporation, sales, or withholding tax return within the past 12 months, but the form filed is not listed in the drop-down menu, change you answer to No for that tax type.
      If your employer identification number (EIN) ends with a C, you will need to create two Online Services accounts:

      • For Sales Tax Web File, create an account using your EIN with the C at the end.
      • For other taxes (like corporation, withholding, and highway use) create an account using your EIN without the C at the end.

      User Name and Password Problems

      Username
      Usernames are not case sensitive and must be between 8 and 60 characters long. Use only letters, numbers, and these special characters: . @ _ -.
      Usernames can't match a username that has been used in the past or is in use by others (you may need to try several different usernames).
      Password
      Passwords are case sensitive and must be between 8 and 20 characters long. You must include at least one number and at least three letters. Do not repeat the same character more than two times in a row. Special characters are allowed.
      Forgot your username or password
      Use the Forgot your Username or Password? links found on the login page.

      Printing problems

      • The page prints all black: Uncheck "print color as black" setting in your printer options window.

      Deleted accounts

      • If you deleted your Online Services account, you must create a new account through our Create Account process.

      Fixing common error messages

      Generic error

      This generally happens if you saved the Online Services login page as a favorite, bookmarked it, or saved it to your desktop. Remove the login page from your favorites. Then, close your internet browser session and open a new one before logging in again. Don't save Online Services as a bookmark. Use our web site (http://www.labor.ny.gov/) instead.

      The organization specified already exists

      This generally happens when you are creating an account and try to enter a user name that is already in use by another account. Try a different user name.

      The following command has occurred during processing (java.lang.nullpoint exception)

      Close all internet browsers and start over from the beginning. If this doesn't clear the error, delete your browsing history and start over.

      You do not have the authority to make transactions for the reseller Organization Entity

      This error occurs when you're creating an Online Services account. Try using a completely different user name. If this does not clear the error, delete your browsing history, close all internet browsers, open a new browser, and then use a completely different user name.

      Error code 12029

      This is generally related to an Internet Explorer error. Go to Internet Explorer Tools > Internet Options > Connections tab> Lan settings > and uncheck the "use a proxy server for your lan" setting.

      This is generally related to an Internet Explorer error. Go to Internet Explorer Tools > Internet Options > Connections tab> Lan settings > and uncheck the "use a proxy server for your lan" setting.

      This generally occurs during account creation. Try choosing a different user name and password when creating an account. If this doesn't clear the error, delete your browsing history and start over from the beginning. You should also check that you haven't entered a P.O. Box in the address field. You can't register using a P.O. box.

      Firefox- Security Pop-Up when trying to login or access a tax specific application

      In the Firefox error box pop-up, select the link to add an exception. This step will add our site (http://www.labor.ny.gov/) as an exception, allowing your browser to navigate to and use our Web site.

      Our system indicates that you are unable to use this online service

      This may occur if you attempt to access a Web File online service that is inactive.

      Red dot or "Five unsuccessful attempts" at entering tax specific amounts

      Delete cookies, temporary internet files and history as shown above for your internet browser.

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