Launching 2019 ProSeries

[Michael D]

Hi, does anyone else have a problem launching 2019 ProSeries? I was working on it Saturday. When I tried to open it on Sunday it did not open. I already invested 3.5 hourrs with Tech support who were uselsss. thanks

[IRonMaN]

Have you tried uninstalling and then doing a fresh install of ProSeries?

[Michael D]

Ironman- I have not. If I uninstall, do I lose all of my tax returns?

[IRonMaN]

My understanding is they stay intact, but make sure you make a backup of your client files anyway just to be safe.

[Just-Lisa-Now-]

You spent 3.5 hours on the phone with tech support and they didn't walk you through a clean reinstall?

https://proconnect.intuit.com/community/reinstall-products/help/uninstall-rename-and-reinstall-intui...

[Michael D]

thank you very much Ironman! Problem is I will have to call the tech support desk again to walk me through the backup, deinstall and reinstall process. While I am tax savy, I am not at all tech savy. 

(btw- my IM event was postponed to next year)

[IRonMaN]

You betcha!

For the record, you don't have to be tech savvy to do it.  Follow the instructions Lisa provided.  I'm not a techy person but I wouldn't hesitate to do the process myself.  

[Michael D]

they did not! I had this problem earlier in the year with a 2013 program where I had a client doing past returns. I spent 8 hours on the phone with tech support with 4 different people. The 4th person solved it right away! Not all tech support people are created equal at ProSeries. Very frustrating!

[Michael D]

Thank you Lisa!

[Michael D]

2 more hours invested with tech support. Still nothing! This guy made things worse.  I need to somehow reach one of the programmers. These tech support people read from scripts. 

[Just-Lisa-Now-]

@IntuitAustin  can you help Michael get some kind of escalation up the ladder of support to help him fix this?

[Michael D]

Thank you Lisa! Here is what happended last night after two grueling hours:

-tried to uninstall program (not successfull)

-Rep told me to go into the C drive and add the word "OLD" next to TY2019

-tried to then download 2019 from the ProSeries website ( got halfway through and then it stopped)

-he then told me to go back to the C drive and delete TY2019OLD (cannot confirm if this was successful)

-I remember I had the cd from the intital installation and downloaded from that which was successful

-the problem is now when I open the program there are no tax returns in there- so somehow I need to get all the returns inot this 

[Just-Lisa-Now-]

Running Homebase Database Maintenance may bring the files back into Homebase (assuming theyre in the 19Data folder)

Top menu bar  Homebase > Database Maintenance

[Michael D]

Thank you Lisa- I will try that. What are the steps to run that as I have never run that before?

If I still hit a  roadblock, how do I cut through the red tape at Intuit and get a knowledgable tech support person? I struck out three times already. I am stressing with the 10/15 deadline approaching- I have plenty of work to do and losing days now.

[Michael D]

apologies- I see the instructions in the lower part of your reply. Thank you again!

[Michael D]

  I need to contact a ProSeries expert. This is very frustrating.