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elizabeth@txtaxs wrote:
Though my client is a full time NYC resident, the software never triggered the NYC local tax return.

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First, there's no NYC local tax return.  NYC tax is computed on the NYS tax return.

Second, how can the software know your client was a NYC resident unless you indicate that he was?  You'd find the input under General > Client Information.  On the input screen, scroll down to New York Information section.  On the line NYC/Yonkers Resident, select 2 = NYC full year.