Tax Import not functioning properly

[Beth-K-]

Have used the tax import from scanned documents all season without any problems.  I'm having an issue with my last 2 clients who are on extension.  I follow all the steps to import their documents and in Homebase View it shows an "hourglass" symbol.  The other client in Homebase shows that more than one set of documents are being processed.  I've checked my address - and the correct zip code one is shown. Then I've relicensed.  I've logged out several times as well as shut down overnight and updated Proseries many times - nothing works.  When I go to open the review files I get a message that no source document is associated with this file.  When I open the Import function and go to Delete tax import and try to press on the scanned data option it's grayed out.

Help!

Thanks.

Beth