Unable to install Proseries 2020 since Feb 1

Forum|Forum|5 years ago
February 3, 2021
8 replies
32 views

Spoke to 3 agents for 4 hours today on the issue. When I tried to install from Proseries 2019 I got a message "Proseries encountered an error while downloading your Tax Year 2020 Proseries product. Please try again later". Tried to install from Intuit, Proseries 2020 downloaded but while installing I got the message "In order to use ProSeries you must install at least one available federal product " even after several federal products were selected. And when you click Next: "A problem occurred during installation" appears. I tried to install on another computer and I got the same result.

The first agent said my problem was Windows need to be updated which I did but it did not help. The second agent didn't know how to handle the issue and had to transfer me to another agent. The 3rd agent said I was the 4th call she got with the same problem and Intuit is working on it, gave me a case # and said I should get a call in 24 to 48 hours. At this stage, who can afford t wait 24-48 hours? It takes that long for Intuit to resolve the issue?

Please help! Been using Proseries and never had this issue.

Thank you.

ProSeries Professional

This topic has been closed for replies.

Just-Lisa-Now-

Intuit Community Champion

@Orlando11 is the install guru, maybe he has some ideas

Firewalls have been causing issues with many installs, he has a way that you can check your firewall and see if its the culprit.

♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪

O

Orlando11

Level 8

Thanks @Just-Lisa-Now- You were right - looks like @HelenC is good now, based on the info in this post: https://proconnect.intuit.com/community/proseries-tax-discussions/discussion/re-can-t-update-my-proseries-2020/01/121203/highlight/false#M62855

Short answer - if you're a Comcast/Xfinity customer, turn off "Protected Web Browsing".

If you're not, you'll need to check firewall settings and/or router settings.

See this post for technical details on why this might be happening.

https://proconnect.intuit.com/community/proseries-tax-discussions/discussion/does-proseries-have-a-customer-service-department-manager-with-a/00/119808

I'm hoping to address this permanently on our side, but won't deploy until mid February because we don't want to risk breaking something right before EF Go Live. After that point you should be able to turn "Protected Web Browsing" back on. In the meantime you might consider other options to protect browsing. For example, I use a Netgear NightHawk Router with Defense baked into that, as well as Circle to further restrict what my kids get access to.

D

dsk

Level 3

Is this a recent change? I am having similar issues and can not use my Lacerte software since 2/3/21. I have always used comcast for internet service and never had an issue. We did recently upgrade to xfi complete and installed the gateway. As a test, we re-connected our previous modem and router (that had no issues) and I am still having the same program issues. I tried to disable protected web browsing but do not see it in our account.

Any suggestions? I have been waiting for a callback from Lacerte support since Saturday regarding case #559125297. Please help, I am out of business!

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