Weneedhelp
Level 1
‎06-24-2025 04:08 PM

So we signed up for Rightworks hosting of our Lacerte tax software. So, when network issues arise, you need to call Lacerte support, and then you talk to a Lacerte support tech, and THEY chat with someone at Rightworks. You cannot call Rightworks directly. Imagine this support construct in any human exchange when you are looking for assistance. It does not work. Rightworks doesnt understand the issue and yet advises a non-network Lacerte tech in what to do where Lacerte support then advises by phone to the Lacerte customer. We pay for a Rightworks server but CANNOT get support when Lacerte support continually apologizes and can't solve the issue. We can't get this issue rectified. Period. 

Labels
0 Cheers
Reply
Karl
Level 8
Level 8
‎07-12-2025 05:46 PM

Is there something specific we can try to help you with here? FYI, this is a peer-user forum. Intuit Reps rarely weigh in here. So we'll help where we can, but I understand if you just want to vent.

I'm also hosted with RightWorks. I don't recall that I've had an issue where I've needed RightWorks directly. I'm not trying to dismiss your problems, just sharing my experience.

Also wanted to make sure that you know about and have access to your RW account at https://apps.rightworks.com/login. I've solved a lot of problems by logging in there to get my settings right, etc. They might have a "directly contact RW"-chat, idk.

I hope this helps and that you are able to get things up and running.

*If this (or another answer/reply) solves your problem, please click "Accept as Solution" to get this post out of the "Unanswered" queue of posts.*
Reply
TaxGuyBill
Level 15
‎07-13-2025 06:22 PM
@Weneedhelp wrote:

you need to call Lacerte support, and then you talk to a Lacerte support tech, and THEY chat with someone at Rightworks.

 

At least in some cases, I don't think that is a bad thing.

In previous years, I've seen numerous comments that Rightworks blames Intuit, while Intuit blames Rightworks, and nothing gets fixed.  When they are talking with each other, it seems like they are more likely to arrive at a solution rather than passing the blame back and forth.

 

As a side note, based on comments that I've seen about hosting, other hosting companies seem to have a higher satisfaction rating than Rightworks.

Reply