Printing from Lacerte 24 to DMS

[Susan K]

I get printer errors when I print from Lacerte to DMS in 2024.  The latest printer error I get is error code 41-Printer not activated. 

I have used the Toolhub for printing to DMS and Lacerte PDF.  I called Lacerte Help and was on the phone at least an hour when, at the end, they said it's a 'known issue'.  

Is this really a 'known issue' and when will it be resolved?  If it's not a 'known issue', how can I fix it?

Please help.  it's becoming problematic.

Susan

[PandC]

same here.  Hope we get a fix.

[Chaugh12]

I was on the phone with Lacerte technical support for an hour and a half yesterday. We tried a number of things and got nowhere with it. In fact, I think one of the things we tried actually put me in a worse off position because now my lacerte printers are gone entirely and none of the help articles to get them back are working. 

The 2nd tech support person i got (from their more advanced team I believe) said this is a known issue, but she had no ETA for a fix. She said it could be a week, could be a month. I mean, I don't know about everyone else, but if I can't print a PDF copy, I'm kind of dead in the water. I need more than a "we'll fix it eventually". 

[PandC]

To be clear, Lacerte was not printing to DMS.  I called support and Chris helped me.  We had to delete the Lacerte PDF 6.5 AND driver because two different programs were using the same driver.  Then we re-installed Lacerte.  He walked me through everything and got it fixed.

We usually don't print to PDF but we tried to during troubleshooting.  I received two error Code -41's.  I'm assuming one for DMS and one for PDF.  So this is probably the same fix for both.

[Susan K]

Thank you.  I'll call again and have them walk me through it.  (my 4th call I might add).  They all did some of this but it still didn't work.  

[Chaugh12]

How did you get around the driver uninstall when the other programs were using it? I ran into the same issue. 

[Chaugh12]

Please keep us posted. I'm not excited to spend another 1.5 hours on the phone only to still have this issue. 

[Susan K]

It's the last thing I need too.  Although they say someone is working on it, I think they are working on it by torturing us.  

[PandC]

I'm not sure how to explain that part.  I think we stopped LAC from using that driver.  There were 3 listed with the exact same name. Not sure how he knew which one to get rid of.  

[Susan K]

I took one for the team and was on the phone 1 hour and 45 minutes today.  The agent tried her best to fix it but it didn't work.  She escalated it to another person and neither of them could resolve it.  This time they promised me my customer number was attached to the issue so hopefully when it's resolved, I will be notified.  

So for me, it continues.

Susan

[Chaugh12]

That sounds like my afternoon yesterday, to a T. I plan on calling again early next week if it's still an issue and will report back here. 

[Shannon3]

We had this issue on a networked version of Lacerte 24 and DMS.  I uninstalled both programs and deleted any files left on the PC and then restarted the computer and then did a reinstall of both from my server and that fixed the issue.