2021 Lacerte installation and access My Account Management

[Cindy94930]

I am trying to install 2021 Lacerte, but I can't access My Account.  When I click on that button, I am taken to a blank page.  I have called Lacerte about this and they do not have an answer.

[abctax55]

Try a different browser.  I can't get to *myaccount* using certain browsers (AVG).  

Microsoft Edge seems to work best.

[Cindy94930]

I have tried Microsoft Edge, Internet Explorer and Firefox in addition to Chrome.  I have disabled all security software, cleared cookies, updated everything.  

[abctax55]

@IntuitBettyJo 

Can you help out here?  Thanks !

[Cindy94930]

I am very frustrated that I can't install the 2021 program that I have paid for.  Does anyone else have this problem?  When I call, they keep me on the line for two hours then tell me to send a ticket through the 2020 Lacerte program.  I have already done that.  They responded by saying it is only resolvable on the phone.

[abctax55]

@IntuitGabi 

Any chance you can step in here?

@Cindy94930 

I've pinged two Intuit employees for you; hopefully one will chime in.

[Cindy94930]

Thank You

[IntuitGabi]

@Cindy94930 are you still experiencing a blank page while accessing My account? I'll let you know when I find out more. 

+ adding 2020 Lacerte Tax Program Update. Also confirm that your current program is up to date as well! 

[abctax55]

Gabi, thanks for helping.

[Cindy94930]

Yes, still experiencing blank screen - this has been happening for months.

[bpgarwood]

I have the same issue.  Blank screen when signing into my account on all web browsers I've tried (Edge, Internet Explorer, Firefox, Chrome).

Were you able to get it working?  If so, how?

[Cindy94930]

Hello,

Yes, I finally got it working.  I hired a tech to help, but they were unsuccessful, telling me it seemed to be a problem with my user name and password, which I usually couldn't even get to.  I called back Lacerte and they had me run thru everything again and when I retried Firefox for what much have been the tenth time, it worked.  I haven't retried accessing my account as I successfully installed the 2021 program.  I am hoping Lacerte will hear from more people like us and find out what the issue is.

[dcarrillo]

Ran into an inability to access my account (blank screen) spoke to several Lacerte support people.  Mostly used Firefox but finally tried Chrome which didn't work either UNTIL per Lacerte support staff I right-clicked under "intuit accountants" and choose "incognito" and Bingo!  Tried again using Firefox and the incognito option not found.  A least two hours were wasted.  I feel like I wrestled  a 'gator.

I need a nap and it's only 9:50AM

[JBM]

I have had this problem for days.  Lacerte could not help at all.  I finally figuered out what to do.  I uninstalled firefox from my computer.  Turned my computer off. Waited 5 minutes.  Turned it back on and installed Firefox.  I used this browser to install Lacerte 2021 and finally it worked.  My Account Management page was no longer blank and I was in.  Why after hours on the phone with Lacerte they couldn't think of that I have no Idea.