Level 4

Question

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.

W

wrightljAuthor

Level 4

Additional logging / troubleshooting info is something we would develop - which would go out in a future release, which would eventually make its way back to us for analysis. I didn't mean to say you are on your own - just that it would take some time (and you will have to bear with the issue during that time unfortunately).

Yes, that would be very helpful. Please send any relevant info to proseries_engineering@intuit.com . Please include your username in the email so it's easy to tie the email to you.

While you are it, can you open ProSeries (TY20), and under the menu, do Help > Send Logs, and email us the zip file as well?

The issue you're referring to actually sounds like a different issue, though it is probably related. I will investigate as soon as I get your email.

As painful as this may be for you, I recommend you take routine backups of your client files to minimize the damage for now. No need for anything too complicated or expensive: copy pasting your client files to a USB drive should suffice. Even just copying the client files to another directory on the same machine might help.

Matt,

I've just sent you an email with the notes from last year.

Subject line reads: user ID @wrightlj

Thank you for whatever you can do.

Laura

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