Lacerte 2024 is not displaying on screen

[pamdory]

Have any of you had Lacerte disappear on screen? It shows that 2024 is open in the task bar and in the Task Manager.  I can open 2023 and it displays normally.

So far I've:

Closed all applications and powered down and back up

Run WebSetup/force from the Tool Hub and restarted

Checked the Tool Hub for another fix.  It looks like the Reset Display could work, but when I try to run it for Lacerte and go to select a tax year there are no years to click on. The same thing happens when I click on the Component Repair.

I'm working on a new Windows 11 workstation computer that has been working great with Lacerte for three weeks now.

If anybody has any helpful ideas, I would appreciate it.

[Karl]

Has anything in your monitors/docking system changed recently? I once had a situation where a window was stuck "off screen" (as if I had another monitor, but none were plugged in).  I used these instructions to get the keystrokes to be able to move it back in view on my laptop.

multiple monitors help

[pnlcpa · Accepted solution]

Close Lacerte. Press your Windows Key + R. In the Run box, type %APPDATA% and press ENTER. Browse to the Lacerte folder. Find the w24tax.ini and right-click > Rename. Type .OLD on the end of the filename and press ENTER. Re-open Lacerte and it will act as though you reset the display settings using the Tool Hub. 

[Karl]

Thank you for sharing this! I've had Support mention processes like these but I've never found them written down for future reference. 😊

[pamdory]

Thank you.  I ended up calling support and this is exactly what they had me do.  

I had it happen again that day and realized what was causing it to happen.  I was in back-to-back appointments for a few hours and my computer went to sleep.  This is a new workstation machine and the settings put it into sleep mode after a couple hours which caused the display to disappear.  I changed the sleep setting to Never and haven't had the problem since.  Chris, the tech that helped me said it can happen if there's a power issue with a monitor.

BTW - Chris was one of the best support experiences I've had in the 20+ years I've worked with Lacerte.  I wasn't on hold for more than 2 minutes and he solved it within a few minutes.