Lacerte Not Responding

[rbolton1130]

I need to know if I'm the only one who is disappointed / frustrated with Lacerte 2019. I have had nothing but trouble this year. Trouble printing to Smart Vault, trouble with Lacerte (NOT REPSONDING) daily, several times a day. We can efile returns in the morning or after 6:00pm. During the day the program works 1/2 the time. I make almost daily calls to support and finally got my issue escalated two weeks ago, still waiting for a call back. My tech people, their tech people can't identify what the problem it. Any one else having similar experiences?

[George4Tacks]

I just saw the Alert-  On 3/5/2020 there will be a Lacerte Ask Me Anything Session. Come to this site from 2-4 CST and ask Lacerte Experts any question. 

It should be hopefully enlightening. 

[navy]

I'm having the same issue. Rec'd an update notice last night, loaded it and it was the same one had rec'd in the a.m.

Hitting F-10 to check version is locking up Lacerte.

Called and lady said they were not aware of this issue but would forward up to tech support.

Lacerte is running slower in the evening.

[rbolton1130]

Thanks for the reply. It makes me feel a little better knowing I’m not the only one. Lacerte makes me feel like I’m all alone. They did go as far to tell me they were having trouble with the new e-file code that they wrote for 2019 and that their system slows when there is high volume 

[George4Tacks]

Just a suggestion - Find 2019 Lacerte Web Setup and make a shortcut to it on your desktop, or PIN to Taskbar. Instead of doing the update from the program (often buggy in how it works), click the 2019 Lacerte Web Setup and let it run. That generally, in my experience gives a cleaner update.

[Ember123]

Yes this has not been a good year so far. Still waiting for responses on mid February service requests.

[LaurieC]

I am having the same issue with tax program both 18 & 19 not responding on like an hourly basis.

Couple of times the program stopped and closed completely.   And I'm 99% sure it is not my

computer or my internet, especially since this seems to be the only program with that issue.  

[Ember123]

An hourly basis is ambitious. I would be happy with a daily basis.😉

[rbolton1130]

Thanks for the replies, quick update, Friday after noon finally received a call back from the escalation team, very nice person, tried everything, but after a marathon 3 hour phone session, he was stumped. Still no resolution to my problem. Now it's getting to a point where the software wont even respond at any time, not just e-filing. Well, hope they can figure it out before TY 20.

[LaurieC]

I discovered this morning that my AVG secure VPN was causing the non respond issue on Lacerte and the other Intuit programs.  AVG security not an issue, but apparently connecting to the VPN is causing the issue.  So if any of you still having issues may need to check your anti-virus software

[rbolton1130]

Just wanted to give you an update in case someone else is having similar problems. It took almost all tax season but they finally fixed the problem I was having. They turned off the e-signature background sync and that seemed to fix the problem I had with Lacerte "Not Responding".

[kanisandco]

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.

[rbolton1130]

I feel your pain. I had to almost fight to get them to escalate my case, they finally did. You jut have to be persistent. Have you reached out to your sales rep yet? It’s gotten much better for me after they did something with the e-signature syncing behind the scenes. Hopping 2020 software will work much better. 

[George4Tacks]

This seems to be a popular thread, so I will put in a plug for the NEW LACERTE FIXIT TOOL (they have some other name that I don't like as well, but the tool does work.) Among other things it fixes printer issues and will do the force install without being on hold for a long time.

https://proconnect.intuit.com/community/help-articles/help/fix-common-problems-and-errors-with-the-l...

Install it and hope you never really have to use it. Last week the update broke my printer driver. The tool fixed it. 

[ssmoi139]

I'm having the same issue with Lacerte "not responding" in 2019 tax program. How do I turn off

e-signature sync?

[George4Tacks]

https://proconnect.intuit.com/community/general-login/help/when-opening-lacerte-the-sign-in-screen-i...

[rbolton1130]

Not sure if you can do that from within Lacerte. I think they have to do that internally and will require a call to tech support.