I have the same problem -  called customer support -  waited  an hour and a half  -  customer service person had me reinstall the program (forced install)   -  during the process she got off the phone -  no goodby-  no  hows it going -  just gone.    I did get an email from her saying she lost the connection but was too  busy to call me back

I am a long time lacerte customer - over 30 years .  They did not treat me as such.   My be time to move on.