SmartLook not working on fresh install of ProSeries Pro on Win 10 x64

[goldefrit]

Hello,

I'm an IT consultant supporting multiple tax professionals. For the upcoming tax season, we upgraded their systems - which they have been delighted with. The only exception is the SmartLook feature not working in Intuit ProSeries Pro.

On an older working machine, running Win 10 Home x64 10.0.18362, after clicking the SmartLook item in the Help menu, the code pops up. This is the expected behavior.

On a fresh install on a new machine, after clicking SmartLook, there is no code pop up. No error message or any indication something happened. Windows Event Viewer does not show anything either.

So far I have tried:

Disabling the firewall

Authorizing the application with the firewall

Opening all the ports

Fresh installing different editions of Win 10 (Home, Pro, Enterprise)

Fresh installing multiple versions of Win 10 (1909, 1903v2, 1903v1, 1809)

All showing the same problem.

After contacting Intuit support, they said it was a hardware issue but I have verified it is not. The same working machine with a new SSD drive and a fresh install of the same version of Win has the same issue, no code.If you put the old drive in, it works as expected.

So it is no doubt a software issue.

An awesome Intuit support specialist offered a browser based work around which solves the problem but this impacts my clients work flow and I'd like to solve this issue for them.

Has anyone else come across this problem and solve it?

[Just-Lisa-Now-]

Isn't SmartLook the feature used by Intuit phone support to remote into your computer?

Were just other users in here, SmartLook isnt part of this forum.

[Terry53029]

I've had to use Smartlook 1 or 2 times a year, and never had a problem. Several years back I experienced several strange issues, and discovered it was a password manager program I had installed. It caused the issues even when it was not open. As soon as I completely removed it, no more issues. You might try and remove any programs on the new machine that is not on the older working computer.

Good Luck

[mksilva44]

1/7/2021

I have a new Lenovo Legend and have downloaded all prior years Proseries software 2012-2020.  SmartLook will not send a popup window with the code to let a Intuit tech login.  Someone PLEASE provide instruction on how to resolve this issue.  

[mdrieck]

i just started having this problem.  I have a new computer and had to install all my old years of proseries.  Things were going great until about a week ago, when i noticed when i clicked smart look, the circle spun, but no code appeared.  Software acts as if it has succeeded but yet no code.  It was working earlier this year and then nothing.  I am trying to reach a specialist now.  You said you had a work around, what was it.

[mdrieck]

Doesn't matter what year I try to get a code in, it spins, but no code is produced.

[mdrieck]

Very interesting.  If I go to my 6 year old laptop on windows 10 with same windows, I have no problem accessing a code.  Come to think of it, this might correlate with my last Windows 10 update, when the codes no longer appeared.  This is definitely a ProSeries program issue.  I am sick of tired of spending so much money each year to get caught in programming issues with ProSeries.  I hope the rep that calls isn't just reference jockey, because he/she will be of no use.  If I cant find the answer here, they wont be able to.

[mdrieck]

i don't understand.  remove programs on the new machine that are on the old one.   My new one is a brand new device.  I had to install (old versions of ProSeries for convenience.  Otherwise I have new Microsoft Office (came with the computer.)  On the old one, I paid for it annually.  So that is a completely different account.  I do have Avast (everything on both computers for security)  So I dont understand how removing programs from the new computer would help.  Please advise.

[mdrieck]

Did anyone ever get back to you on this.  Or, God Forbid ProSeries would address this issue.  Mine started about a week or a week and a half ago.  One the new computer and installing previous versions were not a problem.  Smart Look worked fine.  Now I got nothing.  I can access a code on the old (6year slow laptop)  But all I need is a slow support tech with that and I might as well tell everyone to go elsewhere.

[mdrieck]

The answer to this is simple.  Go to edge browser and type in glance.intuit.com.  A code will pop up.  Use this code to allow access.  Be aware that “you” must disconnect this once you are done.