SUPPORT

By far the most frequent of all question we get is from Members who are having trouble downloading or unzipping an electronic item they obtained from our ministry bookstore.  These subjects are dealt with in detail in the two links below:

1. Why Our Users Prefer Ebooks (downloading)

2. Decompression Utilities (unzipping)

If you have further general questions about us, our religious ministry, about ordering, or donation issues, then please consult our Frequently Asked Questions (FAQs) at the link provided below.

SEDM Frequently Asked Questions (FAQs)

If your questions are not answered in either our Frequently Asked Questions link or elsewhere on this page, then you can request individualized help by visiting our SEDM Support Forums at the link provided below.  In order to join our forums, you must first Register by clicking on the Register link in the pink area at the top of the screen.  The Registration process, in turn, requires you to consent unconditionally and comply fully with the terms of the SEDM Member Agreement.

SEDM Forums

An index of all of our federal and state response letters and instructions for their proper use may be found at the two links below:

• Federal Response Letter Index

• State Response Letter Index

3.1:  List of Common Response Letter Problems with their Recommended Resolution

The following list provides a summary of the most common problems with response letters and details on how to fix them:

 

#	Description	Resolution
1	The Response Letter asks me for a password	Set Microsoft Word Macro Security to "Low" as indicated in section 3.3  or section 3.4 below.  This requirement is also covered in the "Response Letter Instructions" on the first page of the response letter, in steps 1 or 2.  Please read and follow the Response Letter Instructions.
2	The "Print" or "Preview" buttons do not work	Set Microsoft Word Macro Security to "Low" as indicated in section 3.3  or section 3.4 below.  This requirement is also covered in the "Response Letter Instructions" on the first page of the response letter, in steps 1 or 2.  Please read and follow the Response Letter Instructions.
3	I cannot select and copy text using the clipboard	The response letters are copy protected to prevent this.  We cannot make exceptions to the copyright for any reason.  This is covered in "Frequently Asked Questions About Our Response Letters, Question #16"
4	The letter has errors and I cannot edit the letter	The response letters are copy protected to prevent this.  We cannot make exceptions to the copyright for any reason.  If you need to correct an error, please contact us via email and we will promptly fix the problem and email you a corrected letter.  This is covered in "Frequently Asked Questions About Our Response Letters, Question #16"
5	I get the following error when I press the print button:  "RUNTIME ERROR 5941, THE REQUESTED MEMBER OF THE COLLECTION DOES NOT EXIST"	If you set Macro security to low as indicated on the letter and you get this error, most likely your anti-virus software is interfering with running macros.  You need to disable your anti-virus software and try again.  If that doesn't help, try it on a different computer.
6	The letter won't open in my word processor or the Print or Preview buttons don't show up on it.	You are probably using the WRONG word processor.  The response letters ONLY work with Microsoft Word. They do NOT work with Microsoft "Works" or WordPerfect.  Please obtain the correct word processor.  If you are unsure which word processor you are using, open the word processor and look in the Help -> About menu to see.  Chances are, it says "Microsoft Works".  Click here for details and read questions 32 and 34.

3.2:  Frequently Asked Questions About Our Response Letters

For a list of frequently asked questions relating to tax response letters, click on the link below:

Frequently Asked Questions About Our Response Letters

3.3  Video Tutorial:  Setting Microsoft Word 2002 to 2003 Macro Security to Low

The first thing you MUST do BEFORE you enter data into the response letter worksheet is to set Microsoft Word Macro Security Level to Low and exit the program.  This is covered in the first step on the cover page of each response letter.  If you don't do this, then you will get the following error:  When you try to enter data or push any of the buttons on the letter, then you will be asked for a password to the letter.  This problem only occurs on Microsoft Word 2002 and later.  It does not occur with Microsoft Word 2000 because this version of Word does not implement macro security.

 

IMPORTANT NOTE:  If you cannot find the "Macro Security" entry on the menus within your word processor and you think you are using Microsoft Word, then chances are that one of the following two conditions exist: You are using Microsoft Word 2000, in which case you don't need this procedure. . . OR You are using Microsoft Works to prepare the letter, in which case the response letter will not work on your system and you will need to upgrade from Microsoft Works to Microsoft Office.  You can verify this by looking at the Help->About menu, which will say "Microsoft Works" instead of Microsoft Word. You are using some other third party word processor, in which case you will need to obtain Microsoft Office.   Our response letters ONLY work with Microsoft Word.  The macros they contain do not function with any other word processor.

Below is a video demonstration of how this process works to make the process perfectly clear.

Video Tutorial: Setting Microsoft Word Macro Security to Low (7 Minutes, 1.9 Mbytes; Microsoft Media Player required)

3.4  Setting Microsoft Word 2007 and Later Macro Security to Enable Macros

The user interface was completely updated beginning with Microsoft Word 2007.  The menu bars were eliminated and replaced with the ribbon bar.  The following instructions provide graphical instructions on how to set Microsoft Word 2007 and later Macro Security to enable macros.  If you don't follow these instructions, the "Print" and "Preview" buttons on your tax response letter will not work properly.

1.  Open Microsoft Word 2007 or later.

2.  Right click anywhere within the menu bar at the top

3.  Select “Customize Quick Access Toolbar”.  The following dialog box will appear:

4.  In the upper left corner, click “Popular”

5.  In the above dialog box, click the “Show Developer Tab In The Ribbon” checkbox and then click the “OK” button.  The “Developer” tab will now appear in the ribbon at the top of the MS Word 2007 window in the upper right corner.

6.  Click on the “Developer” tab in the right side of the ribbon in the upper right corner of the window.

7.  Click on the “Macro Security” icon in the Developer tab within the ribbon under the “Code” section on the left.  The “Trust Center” dialog box will then appear below:

9.  In the Trust Center” dialog box under “Macro Settings”, click on “Enable All Macros” and then click the “OK” button in the lower right corner.

10.  You can then disable the “Developer” tab on the toolbar using the “Customize Quick Access” toolbar option described earlier.

3.5  Video Tutorial:  Completing, Previewing, and Printing a Response Letter

After you have followed the tutorial in steps 3.3 or 3.4 above, next you must:

1. Populate the response letter worksheet

2. Hit the "Preview" button

3. Click the Print" button to print the letter.

If you don't follow the above steps, then the data from the worksheet will not populate the letter and the letter will print without any of your personal information on it.  The video tutorial below shows exactly how this is done using the IRS Letter CP14 response.

Video Tutorial:  Completing, Previewing, and Printing a Response Letter (14 minutes, 5.6 Mbytes; Microsoft Media Player required)

This section describes how to resolve problems encountered installing and using our Master File (MF) Decoder software.  Most of the questions we get relate to how to install the program.  Installation of the program is described in sections 2.2 through 2.2.9 of the free Master File (MF) Decoder User Manual.  If you are installing or using this software, regardless of what version of the program you are using, we recommend using the latest version of the MF Decoder Manual, which you can always obtain using the link below:

• Master File (MF) Decoder User Manual (FREE)-latest version

4.1:  List of Common MF Decoder Problems with their Recommended Resolution

The following list provides a summary of the most common problems with response letters and details on how to fix them:

 

#	Description	Resolution
1	MF Decoder produces an error when I try to print.	If you got the Professional version CD: Your copy of the program CD is corrupted.  You need a replacement disk.  Contact us via email with your order number and personal information and we will send you a replacement copy. If you downloaded the program: The download had errors that corrupted the program.  Please re-download on a different computer.  For instance, use a public library computer or the computer of a friend or relative.  Make sure you turn off your anti-virus software, firewall software, and download accelerator software.  Do NOT use AOL browser or Netscape browser to download.  Use MS Internet Explorer.  This will fix your download problems in most cases.
2	I cannot read the Acrobat books on the CD	You are using an older version of the free Adobe Acrobat reader.  Please download and install the latest version at:  http://www.adobe.com/products/acrobat/readstep2.html
3	The IMF Decode Rebuttal Letter does not fill in my information from the worksheet to the letter or the "Print" or "Preview" buttons do not work.	You need to set Microsoft Word Macro Security to "Low" as indicated in step 3.3 above.
4	When I enter transactions on the IMF Decoding Screen, the database doesn't populate the Subfields automatically	You aren't starting the database from the Shortcut created in section 2.2.4 of the MF Decoder User Manual.  Please create the icon as directed there and ALWAYS start the program by clicking on the icon.  Make sure you specify the ENTIRE contents provided for the target field of the shortcut and don't leave out the "/wrkgrp" and "/user" parameters at the end.  Otherwise, the security features of the database will prevent it from operating properly.
5	The database won't properly  import my old data using the Import Button	This is covered in section 2.2.7 of the MF Decoder User Manual.  You aren't starting the database from the Shortcut created in section 2.2.4 of the MF Decoder User Manual.  Please create the icon as directed there and ALWAYS start the program by clicking on the icon.  Make sure you specify the ENTIRE contents provided for the target field of the shortcut and don't leave out the "/wrkgrp" and "/user" parameters at the end.  Otherwise, the security features of the database will prevent it from operating properly.
6	The IMF Decoding Screen is displaying transaction data that I didn't enter.	You aren't entering data properly.  Please view the video tutorial below in section 4.3.
7	The address for my local IRS Disclosure Office does not appear in the database	The IRS disclosure office addresses change every few years and there is no  way to directly update the database to correct this problem.  However, two work-arounds are provided: In the FOIA Request Generator screen, simply select any Disclosure Office you like, fill in the rest of the information, and print the FOIA NOT on the printer, but to a Microsoft Word file.  Then go in and edit the MS Word version of the FOIA request to replace the bad disclosure office address with your local one.  This process is described in section 2.8.9 of the latest version of the MF Decoder User Manual. Alternatively, you can order the latest STANDARD version to update the program without reordering an entire new professional edition.  This version is relatively low in cost so that our esteemed Members aren't overly burdened by this inconvenience.  It's a good idea to do this periodically anyway to ensure that you benefit from the latest updates and knowledge about this subject, since IRS policy changes frequently and we must exercise due diligence to stay ahead of them.
8	FOIA Request S11 doesn't have a place to fill in the IRS agent names before the report is printed.	You need to add this to the FOIA yourself manually using Microsoft Word.  When you go to print the FOIA request in the Print Report Dialog, select the "RTF File" option, then enter the filename you want to save the report as, including the full path to the report, such as "C:\Temp\FOIAS11.rtf".  After the FOIA prints as an RTF at the path you specify, open it up with Microsoft Word and add the specific agent names.  Alternatively, you can write them in after the FOIA request prints.

4.2  MF Decoder Video Demonstration

The following link provides a video demonstration of the main features of the Master File (MF) Decoder Program.  This is the same video file as the one that is shipped on the Master File Professional CD. 

MF Decoder Video Demonstration (37.9 Mbytes; Microsoft Media Player required)

4.3  Video Tutorial:  Entering Data on the IMF Decoding Screen and Navigating Records

The most complicated aspect of how to use the MF Decoder is entering data on the IMF Decoding Screen.  This short video tutorial shows you exactly how to enter data on the IMF Decoding Screen.

Video Tutorial:  Entering Data on the IMF Decoding Screen and Navigating Records (81 minutes, 29.8 Mbytes; Microsoft Media Player required)

4.4  Setting up the Program Shortcut

The MF Decoder User Manual, section 2.2.4, describes how to set up the MF Decoder Program Shortcut that you can click on to startup the program from your desktop or Windows Start Bar.  Some people have trouble creating this shortcut using the instructions, causing the program to not run properly when you start up the program.  This section will show you how to create this shortcut simply and easily in order to correct the problems you are having:

1. Using pre-made shortcut on the MF Decoder Pro CD:  Starting with MF Decoder version 1.90 and later, the MF Decoder Pro CD comes with a shortcut on the CD that is ready to go.  To use this pre-made shortcut:

   1.1  Put the MF Decoder Pro CD in your CD drive.

   1.2  Open your Windows Explorer by right clicking on the START button and selecting "Explore".

   1.3  Using the Windows Explorer, navigate to the following directory:

   \MFDecoder\

   1.4  In the above directory, find the following file:

   "MFDecoder Shortcut"

   1.5  Click on the shortcut file and then drag it to your desktop or your start bar.

   1.6  From either your desktop or your start bar, click on the shortcut you created above and the program will start properly.

2. Using the free shortcut available on this website:  If you obtained the MF Decoder Standard so that you don't have the MF Decoder Pro CD, you can follow the procedures in step one above and instead use the following shortcut off our website.  Simply right-click on the link, select "Save As", and then save it to your local hard drive.

   http://sedm.org/Support/MFDecoder/MFDecoderShortcut.lnk

3. Building the shortcut yourself:  If you want to make your own shortcut, you can paste follow section 2.2.4 of the MF Decoder Manual to create the shortcut, and simply paste the text below into the "Target" window of the Shortcut Properties window shown in the manual:

   3.1  If you are using the No Status version of MF Decoder or the Standard version, select the following text with your mouse and right click on the selection and select "Copy" to put it into your clipboard.  Then go to the Shortcut "Target window" and hit "Ctrl-V" to paste the text into the field.

   Microsoft Access 2002:

    

   "C:\Program Files\Microsoft\Office\OFFICE10\MSACCESS.EXE" C:\Database\MFDecoder\MFDecoder-NoStat2003.mdb /wrkgrp C:\Database\MFDecoder\Secured.mdw /User decoder

    

   Microsoft Access 2003:

    

   "C:\Program Files\Microsoft Office\OFFICE11\MSACCESS.EXE" C:\Database\MFDecoder\MFDecoder-NoStat2003.mdb /wrkgrp C:\Database\MFDecoder\Secured.mdw /User decoder

   3.2  If you are using the Status version of MF Decoder, select the following text with your mouse and right click on the selection and select "Copy" to put it into your clipboard.  Then go to the Shortcut "Target window" and hit "Ctrl-V" to paste the text into the field.

   Microsoft Access 2002:

    

   "C:\Program Files\Microsoft\Office\OFFICE10\MSACCESS.EXE" C:\Database\MFDecoder\MFDecoder-Stat2003.mdb /wrkgrp C:\Database\MFDecoder\Secured.mdw /User decoder

    

   Microsoft Access 2003:

    

   "C:\Program Files\Microsoft Office\OFFICE11\MSACCESS.EXE" C:\Database\MFDecoder\MFDecoder-Stat2003.mdb /wrkgrp C:\Database\MFDecoder\Secured.mdw /User decoder

The following common problems relate to data disks available from this website, such as the Family Guardian Website DVD, the MF Decoder, the "What Happened to Justice" CD, the Tax Deposition CD, etc.

5.1:  The Disk does not autostart and display in my browser when I pop it into my drive

All of our data disks are designed so that they will autostart when you insert them into the drive, open up Internet Explorer, and display the opening page.  If your disk does not do this or does nothing when you put it into the drive, it is probably because:

1. You are running a MAC.  Autostart doesn't work on a MAC.

2. You are using an Operating System (OS) Firewall such as Zone Alarm Pro, which intercepts the execution of programs on your disks and can disable them.  Set the OS firewall so that it doesn' t prevent running executables on the disks.

3. The disk is a DVD instead of a CD and your disk drive only reads CDs and not DVDs.  In this case, please update your disk drive or try to read the disk with a different computer.

4. The disk is defective.  Try it in another machine to see if it works there.

5.2:  I can't read the disk

Very rarely do we see this problem.  Usually, it is caused by any one of the following:

1. The disk is a DVD instead of a CD and your disk drive only reads CDs and not DVDs.  In this case, please update your disk drive or try to read the disk with a different computer.

2. Your disk drive is an older drive and does not read the format we sent you, such as the latest DVD-R or CD-R format.  In that case, upgrade the drive and try again or read it in another computer.

3. Your disk drive is dirty and needs to be cleaning because the dirt is causing read errors.  In that case, clean the drive using a drive cleaning kit.

4. The disk is defective and needs to be replaced.  In this case, contact us via our Contact Us page with all of the particulars of your order and your problem, and we may send you a replacement disk.

Some Internet Service Providers have blocked delivery of our emails and do not even bother to notify the sender that the emails are blocked.  This creates HUGE problems for people who are trying to receive order confirmation emails or who want answers to contact messages that they send us.  If you ordered something from our store and did not receive the order confirmation email, chances are that this problems is the culprit.  These vendors include the following:

1. Yahoo mail:  http://www.yahoo.com

2. SBC Global:  http://www.sbcglobal.com

Generally, the best way to prevent invisible blocking of email we send you is to add the following email address to the contact list within the address book of your web mail interface.  Note that the "@" symbol is replaced with "(AT)" so that web crawlers don't capture the address and make us into a target for uninvited spam:

sedmorders (AT) sedm.org

The following subsections identify specific vendors and how to work around the problem.

6.1:  Stopping Spam Blocking with Yahoo and SBC Global Mail

SBC Global (http://www.sbcglobal.com) blocks our emails.  You will need to add a filter to unblock them as follows:

1. Log on to your SBC Global e-mail account and click to go to your "Options"

2. In the "Management" section, click on "Filters"

3. Click the "Add" button. That will take you to the "Add Message Filter" page as shown below.

4. On the "Add Filter" page, enter "SEDM" (without the quotes) in the box where it says "Filter Name"
5. In the box next to where it says "From header: contains" enter "sedm.org" (without the quotes).  DO NOT check the "match case" box. Leave it unchecked.
6. In the next section, under the word "Then", where it says "Move message to:" select "Inbox"
7. Then click the "Add Filter" button
8. Then click "Mail" to take you back to your Mail page, and then log out.

NOTE: Even though you probably check your e-mail using an e-mail program, and not online, the filters that you set up online using the SBC Global website will apply to ALL the mail you receive at your "sbcglobal.net" address.

Please note that old messages that have already been deleted will not re-appear after you do this, but new messages sent the next day and thereafter will be directed to your Inbox instead of being treated as spam.