ProSeries Basic 2020 not creating recovery data file

Forum|Forum|5 years ago
February 16, 2021
10 replies
74 views

I'm having a problem with ProSeries Basic 2020 and wondering if anyone else has seen this.

Saturday, I open a return and work on it, all seems fine. I do other things on the computer, later I go to bed and the next morning, my laptop has rebooted (update or it just feels like it).

Today, I open ProSeries again, no recovery data file is offered AND all the data I entered is gone.

I've checked in my options and Save every 2 minutes is checked.

Note: this same thing happened last year.

Any thoughts? Thank you in advance!

Laura

ProSeries Basic

This topic has been closed for replies.

M

Matt C

Level 6

Hi @wrightlj , are you saving the return at the end of the day?

If you saved successfully, and the file has been lost when you wake up, it sounds like something outside of ProSeries is modifying your files.

Another potential issue is that you are working on a copy of the return. In your HomeBase, if you scroll all the way to the right, does the return's file path match what you expect? Do you see rows with the same client name, but with different file paths?

If you continue to see this issue, you may want to back up your files at the end of the day so you won't lose any work.

W

wrightljAuthor

Level 4

Hi Matt -

Thanks for responding.

I appreciate your suggestions but, under Tools, Options, General, about mid-way down, the user chooses how often ProSeries is supposed to save to Automatic Recovery. I chose 2 minutes. I've had it set in the past to as much as 10 minutes but set it to 2 last year on the advice of a tech support person at ProSeries.

There are no duplicate files, and no wonky paths. Yes, I have saved successfully. There's no rhyme or reason to this failure as far as I can see.

I've used ProSeries tax software since the late 80s and last year is the first time this has happened to me. Last year it happened on business returns, and this year, so far, it's on a 1040. I think something's up on the ProSeries end. There were a lot of changes and upgrades to the software between tax year 2018 and 2019. Many of us needed to upgrade our equipment to accommodate those changes.

I work out of my home and there's not really an end of day for me. Things happen and I'm away from the desk unexpectedly fairly frequently. I might start work at the crack of dawn, or work until after midnight. I agree that intentional saving of the file manually is a way to avoid this, but I shouldn't have to. The software is set up to do it for me every 2 minutes, and if something more drastic happens, at next opening the software is supposed to, and has always, offered me a choice to either recover or discard a file that was closed unexpectedly. My email saves to draft every few minutes. Microsoft Office auto-saves documents seamlessly, as does every other good quality software package that I can think of.

I see that you're an employee. Do you think I'm the only customer who has reported this happening, either this year or last? Can you put me in touch with someone who might be familiar with this bug? Or look it up? Or refer to my call last year about this same issue?

Thank you.

M

Matt C

Level 6

Sure thing @wrightlj. I can only imagine how frustrating this is, so I really appreciate your patience explaining your problem to me.

Thank you for checking for other files / paths - always good to rule this out.

Yes, you are 100% correct about the expected behavior with the recovery file; you should not have to manually save the file. That said, I highly recommend you do so while we investigate the issue so you do not lose work going forward.

I suspect the environment changes must have something to do with the issue, as we have not touched this feature in years.

Where is your ProSeries installation located? Can you provide the full path here?

Do you have write access to the entire installation folder?

Have you seen this issue happen often? Or is it the first time this season?

We will investigate, but my guess is that it will take some time given that I'm not able to reproduce it easily, and I have not heard of others having this problem. Thank you for your patience, and for letting us know about the issue.

Sign up

Login with SSO

Let's get you signed in

Login with SSO