Relius Web Client - Processing Stopped

[Guest JPIngold]

I have had an incident in with Relius for over a week with no response yet, so I am wondering if anyone else has had this issue. I have had several clients submit their 5500's through Web Client and receive a follow-up email saying the filing status was now "processing stopped". However, when I go to the DOL Efast website and search 5500's, their 5500 shows up and is there to view. So, my question is .... is this just an issue with Web Client and should I consider my clients good to go if the 5500 shows up on the DOL site???

Last night, I had 4 clients get a new status of denied. Those clients are not showing up on the DOL site. However, I can not tell what is wrong as the Web Client is showing no errors in the processing status report.

I'm getting pretty fed up with this whole process. It has been a fiasco. I hate to say it, but EGTRRA restatements were a heck of a lot more fun than this garbage.

[K2retire]

We've been having the same issue since early last week. Relius is working on it, but we haven't heard an anticipated date when it will be fixed.

[PFranckowiak]

Had one of our people go to a seminar in Jacksonville last week. They were told calls were VERY backlogged.

We are just putting everyone on extension for now and hopeing that is all gets cleared up soon.

Pat

[Guest AHS527]

I have had an incident in with Relius for over a week with no response yet, so I am wondering if anyone else has had this issue. I have had several clients submit their 5500's through Web Client and receive a follow-up email saying the filing status was now "processing stopped". However, when I go to the DOL Efast website and search 5500's, their 5500 shows up and is there to view. So, my question is .... is this just an issue with Web Client and should I consider my clients good to go if the 5500 shows up on the DOL site???

Last night, I had 4 clients get a new status of denied. Those clients are not showing up on the DOL site. However, I can not tell what is wrong as the Web Client is showing no errors in the processing status report.

I'm getting pretty fed up with this whole process. It has been a fiasco. I hate to say it, but EGTRRA restatements were a heck of a lot more fun than this garbage.

Call the # on the Efast website and ask them to search the client by email address and make sure they are active on the Efast system. I had a client forget to complete the password info at the end of the registration process so while they had their credentials they were not active in the DOL system.

Other than that I have not had any problems.

[Leopurrd]

Have you reviewed the status history on the web client website? It should provide you details of why the processing was stopped/denied once you click on the status link.

per the dol, processing stopped is considered a filing, that is why it shows up on the website. you need to amend the filing after making the necessary corrections in order to be timely filed. We had several of these because the clients did not properly input their PIN on the EFILE link (nor did they check the box on the left).

I have never seen the denied status.

hope this helps!

Vicki

[Guest BenFolds]

The client is not done until the status gets to Filing Received. The filing may show on EFAST, but it won't be properly signed if their status if Processing Stopped.

When the status is Processing Stopped, the client needs to login to the EFAST website to verify their credentials then go back to resign and transmit the filing again. They (or you) need to click on AMEND which will mark the filing as an amendment to the earlier filing submitted to the DOL. Then, they will see the E-File button.

We've had clients tell us they can't change their signing credentials in webclient. It's a known issue. Our workaround was to retrieve the planbooks and republish. That allows the client to change their credentials and try a second time to sign and transmit.

[Leopurrd]

Just rec'd word that Web Client is experiencing issues that should be cleared up over the weekend....

[Guest Twickenhammer]

We are still experiencing this issue. Really wishing we had never bought this product.

[K2retire]

We are still experiencing this issue. Really wishing we had never bought this product.

Remember, most of the time it is is not a software issue -- it is that the client didn't complete DOL registration to the point of activating their signing credentials.

[Guest AHS527]

I completely agree with K2retire. 99.9% of the time these are self-inflicted (aka client) issues. Hammer home the point that they need to complete the password after they receive their credentials from the Efast site.

I've had our clients submitting filings on Web Client since late March and have had zero software problems. I had one client type in the wrong credentials and receive Processing Stopped. All you need to do is click the Amend button on the Planbook list and let the client go back in and correct their credentials.

I have to say I am pleasantly surprised by the ease of this electronic filing process.

[Rai401k]

A lot of our client were having the "process stopped" and it was signing/username pin errors.

We were told by Relius that the client should log in to the DOL website and confirm their credential information ---Sometimes this worked ---BUT most of the time the clients didn't think this would make a difference because they had already printed out the screen with their credentials when they signed up.

We finally called the DOL and they said they've received a lot of calls for this error. One of the biggest reasons they believe this is happening is when the clients signed up for their credentials and got to the page where it displayed the User ID and Pin, they thought they were finished and closed out of the website before finishing the registration. The DOL agent said there is one more step after that page that tells them to create a password for the DOL website.

After we spoke to the agent we had tons of clients say that they didn't remember doing that step.

Once they went to the DOL website and click forgot password - which took them through the process of creating a new one for the DOL website (which completes the registration), they were able to file with no problems.

Hope this helps!

[Guest JPIngold]

Personally, my opinion of the situation is that the DOL "ASSUMED" (and we all know what that represents) that all Americans were computer literate, had the time to deal with this, and would understand the need to deal with two websites. First of all, the credentialing process would have been smoother had they not had the follow-up email issue. I believe you are correct that too many people didn't do the follow up completion of the registration and thus created an incomplete credentialing situation. Second, whoever came up with the idea at Relius to use such crazy arbitrary passwords should be flogged. Most people have never used some of those keys on their keyboard and when you type it and only asterisks appear, they have no idea if they typed it correctly or not. Yes, copying and pasting is easier, but try explaining that to a blue collar construction worker who hate computers .... that was the guy who dropped the "F bomb" on me for making him go through this. Third, and finally, people get confused when they are dealing with multiple websites, two user names and two passwords and then a PIN for good measure. We're dealing with public information anyway. Why did Relius feel the need to make their site so secure or at least just enable a person to use the DOL user id and password as their identifier for WebClient?

I don't know .... it should have gone smoother than this. I agree that it wasn't necessarily the software's problem and was 99% of the time the client's problem, but a software developer should expect that the end user is normally not Albert Einstein.

[Guest AHS527]

HAHA....completely agree with you on the Relius Web Client intial password. Would love to find the Rocket Scientist that decided every key on the keyboard needed to be included in the process.........

[EBDI]

I am also wishing we hadn't bought Relius web client. I would be interested in hearing if anyone using a different software is having a better experience. Several of my clients have complained about the Relius password having key strokes that they can't find. I agree it is difficult to explain the copy & paste process.

[Tom Poje]

switched to FT William this year.

my initial concern about switching systems was having to 'start over', but they have a feature you simply type in the EIN number and the system pulls up any form from the DOL so that was not an issue.

after completeing the 5500s, you set up the client with a log in name and password (but nothing complicated as it sounds like Relius has) and then the system generates an e-mail to them. all they need do is click on the link, enter the name and password and they can sign the form by entering the user ID and PIN # from the DOL.

the only problems we've experienced was a few clients either didn't have (or entered incorrectly) their DOL codes.

As a general rule we've sent out a walk through (screen prints of what the client will see at the DOL)

so no one has missed filling out a password at the DOL, which I understand has been a problem in many cases.

Not much different between our package and what the DOL has available as a walk through, but modified so, for example, the client knows they sign as filing SIGNER only. (my bad, I typed author earlier. exactly what I didn't want. I have edited it)) I think the DOL example has all user types checked which I would have found confusing.

overall, been well pleased with the whole experience of e fast 2

[chc93]

... Not much different between our package and what the DOL has available as a walk through, but modified so, for example, the client knows they sign as filing author only. I think the DOL example has all user types checked which I would have found confusing. ...

Tom, do you mean "filing signer" instead of "filing author"? We had a client register with the DOL as "filing author" only, and when trying to electronically sign and file the 5500, kept getting rejected, until client went back in to DOL and changed Profile to "filing signer".

[PAL]

Well if the only problem you're having is with the PIN which can be cut and pasted you’re lucky. I guess you haven't had any of your clients login to Web Client and be pushed from your company branded pages to another company's branded pages where the filings that you produced are sitting with the ones that the other company produced.

What about validation errors? The type mismatch 13 error on the Schedule H "can be ignored", who knows what the plan/sponsor name doesn't match 5500 is all about, a missing organization code on the schedule a doesn't produce an error, and schedule a's with multiple pages of commissions may not total correctly (which also doesn't produce an error).

Then, the best one yet: if Relius is timing out when trying to transmit the forms to DOL, they set it aside and re-transmit at 2am -3am THE NEXT MORNING. So, for example, filings we submitted at around 3pm on 7/30 were not received by DOL until sometime on 7/31. Well, that was okay for what we filed yesterday but that tells me that anything submitted on Monday, may not be transmitted to the DOL until early Tuesday morning. OOPS! They would be considered late wouldn't they?

Tom - are you having the submission timing issue with your software?

[Tom Poje]

chc93, you are correct, I meant to say that my screen print shows 'filing signer' only.

PAL - have not had any submissiion timing issues (or none that I've heard of).

if I had to change something, I would change the software's message from "Accepted" to "received", since , even after receiving the filing, the DOL may at a later date ask for some minor corrections or whatever.

I have gone out to the DOL website within an hour after receiving an "accepted" (had to file our own plan) and the 5500 was already up for viewing. the software has a report that lists which reports have been accepted or even not accepted (or no status if not filed yet), so it has made things a little easier.

[EBDI]

Thanks for the opinion on FT Williams. I will look at them for next year.

[Guest Marge]

I heard that 80% of the Industry is using Relius Web-Client this year, so it's understandable that there are a lot of postings due to frustration with their web product. Customizing and learning a new website hasn't been easy, to say the least. In defense of Relius, I have been using their Web-Client product for months. I have been through its initial implementation to the present, and at this point, I know the website like the back of my hand. So far, 65% of our 3,000 clients have successfully e-signed their filings. From what I've read, it appears that Relius and Fort William have fairly similar products.

Our largest hurdle has been getting our smaller clients out to the website to e-sign. Additionally, there is confusion with clients obtaining their DOL signing credentials. Back in February we sent out communication to all of our clients to set up their credentials; however, many didn't get around to it. So they are setting up credentials, accessing a new 5500 website and e-signing a filing, all at the same time, which can seem overwhelming to them. A common situation we have run into is a client only partially setting up their credentials; they actually didn't complete the 2nd part of the registration where the DOL sends them an e-mail. As a result, when the client e-signs their filing on the 5500 web-site it comes back as "Processing Stopped." Another issue is when the client did not select "Filing Signer" when they set up credentials. This also causes a "Processing Stopped" status. And, of course, when clients typo their DOL User ID or PIN, this also causes a "Processing Stopped" status. However, the filing is still considered "Filing Received" and the filing can be seen on the DOL website. The client would need to check their credentials on the DOL website and then access their filing on web-client to re-sign their filing.

It has definitely been an adjustment this year. In the past, it was not our responsibility to follow the process all of the way through. We would mail the 5500 filing to the client and it would be their responsibility to send it to the EBSA.

When it comes to web-client providers, if customer service is an issue, another company with a smaller client base might work better than Relius. They have been inundated with calls due to their large client base. However, it has worked nicely for us when a client has two plans (one with us and another with different carrier) and both use Relius Web-Client. The client can access both our filing and the other carrier's filing on the website. It saves the client from having to log into two separate websites to sign each filing.