Resolving sync issues with integrated products

Intuit Practice Management is now supported by Karbon. For support, see here or reach out to support@karbonhq.com

This article will help resolve common sync issues when you have Intuit Lacerte or Intuit ProConnect and sync with Intuit Tax Advisor/Karbon (formerly Intuit Practice Management).

Before you start:

• This article references default installation paths and uses YY to reference the tax year in 20YY format. C: will always indicate the local drive and X: will always indicate the network drive.

Table of contents:

Unable to access the Integrations tab in Lacerte

When trying to access the Lacerte integrations tab you receive:
An error has occurred in the Lacerte tax program.

This error will occur if the SYNCCLIENTSDB.YY file for Karbon (formerly Intuit Practice Management) was renamed while there were users still in Lacerte or can be caused by a bad install of an update. To resolve you'll need to rename the SYNCCLIENTSDB.YY file while no one is in Lacerte.

1. Find your Option path location:
   1. From the Help menu in Lacerte choose Troubleshoot F10.
   2. Select the System Information tab.
   3. Make a note of the Option path, you'll need this in the following steps.
2. Have all users close Lacerte.
3. Browse to your Option path, opening the OptionYY folder.
4. Select the SYNCCLIENTSDB.YY file so it's highlighted.
5. Right-click and select Rename SYNCCLIENTSDB.YY adding old to the end of the file.
   • Windows 11 requires selecting Show More Options before Windows will give the Rename choice.
   • If you use Intuit Hosting use F2 (keyboard shortcuts work by default in the hosted environment when it's maximized) or select the Home tab in File Explorer and use the Rename button.
6. Once renamed, try accessing the Integrations tab in Lacerte again. If you are still unable to access this tab, you'll want to force-installLacerte.
   • If you use Intuit Hosting, see this article for steps to uninstall/reinstall instead.

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Information not syncing between Lacerte & Intuit Tax Advisor and/or Karbon

When information isn't syncing from Lacerte to Intuit Tax Advisor and/or Karbon, there may be incorrect or missing information, an issue with the return or the return needs to be synced.

If you have Karbon and the Intuit Tax Advisor column says "sync in progress" or "sync remaining data" instead of "create plan":

1. Select the client file so it's highlighted.
2. Choose the 'A' icon on the tool bar.
3. Select Create plan.

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Information not syncing between ProConnect Tax & Intuit Tax Advisor and/or Karbon

When information isn't syncing from ProConnect Tax to Intuit Tax Advisor and/or Karbon the user might not have access to to the client. Select the applicable situation below for troubleshooting instructions.

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Troubleshooting Karbon (formerly Intuit Practice Management) integration issues

Something went wrong error integrating with Lacerte

When setting up the integration in Lacerte for Karbon, you may receive the following error:

"Something went wrong, please try again. If problem persists, please contact customer care."

When this error occurs, it may indicate that Lacerte needs to be closed and reopened, or there's an issue with one or more of the returns in Lacerte.

Before trying the steps below, close Lacerte, reopen it, and try the integration again.

Follow these steps to see the complete error(s)

1. Open Lacerte.
2. From the Help menu, select TroubleShoot.
   • You can also hold down F10 on your keyboard.
3. Select the Errors tab to view recent error messages.
   • If you see "TaxReturnid is empty for ..." it indicates that there's an issue with the detail file for the return(s). Note the client number and tax module from the error.

Follow these steps for the impacted return(s)

1. Back up the return.
   • Refer to this article for assistance with backing up a client return.
2. Delete it from the Lacerte database:
   1. Highlight the return on the Clients list.
   2. From the Client menu, select Delete.
   3. A Confirm Client Delete window will pop up. Select Yes to confirm.
3. Restore the return back to the same Lacerte database.
   • Refer to this article for assistance with restoring the return.
4. Integrate Lacerte with Karbon.

If the error persists, you may need to remove the client(s), integrate Lacerte, and then restore the client file(s) and try to sync to Karbon.

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Your active datapath is different than the datapath configured in Lacerte

When connecting Lacerte to Karbon data paths are configured for each tax module to set up the sync. When the Configured data path in Lacerte is changed, data won't sync to Karbon and the following warning will appear in the Integrations tab:

Your active datapath is different than the datapath configured to sync with Intuit Practice Management. To sync client's information and view the latest updates, change your datapath to the configured datapath.
Configured datapath: _
Active datapath: _

To resolve the warning

1. Make a note of the Configured datapath from the warning on the Integrations tab.
2. From the Settings menu, go to Options and select Setup tab.
   • If on a network, select Primary Options to set the data path for all users.
3. Under Program Options, select the dropdown at the end of the Data Path and choose the Configured datapath you noted.
   • If the path isn't in the dropdown, select the ... next to the dropdown so the Data Path Directory box opens and you can browse to the path.
     • Change the Drives: if necessary, to the correct network drive.
4. Select OK to save the changes.
   • If Primary Options are updated, it'll be necessary for all other users to close out of Lacerte before saving the changes.
5. Reopen Lacerte and check that the warning is gone from the Integrations tab.

Syncing may take some time.

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Missing Information not updating in the Lacerte Integrations tab

When preparing Lacerte to sync with Karbon, Minimum Requirements/Missing Information is still showing that there is missing information after it's been updated.

1. Go to the Integrations tab in Lacerte.
2. Enter the missing information:
   • For TY21/TY22 select the Missing Information tab to see what is missing and enter it in.
   • For TY19/TY20 Lacerte, go to the Minimum Requirements tab to see what is missing, and then select Take me to the clients list and fill out the missing information.
3. Close out of Lacerte and log back in to see if issue is resolved.
4. If the information isn't showing corrected in the minimum required screen, rename the SYNCCLINETSDB.YY for Lacerte.
   • To find the SYNCCLIENTSDB.YY:
     • Select the Help menu in Lacerte.
     • Select Troubleshoot F10.
     • On the System Information tab, look for the Option path. This will tell you where the OptionYY folder is located to find the SYNCCLIENTSDB.YY file.
   • To rename the SYNCCLIENTSDB.YY:
     • Have all users exit Lacerte.
     • Navigate to the Option path.
     • Open the OptionYY folder and find the SYNCCLIENTSDB.YY file.
     • Highlight the file and then right-click, select rename. Add OLD to the end of the file.
   • If you use Intuit Hosting, use F2 (keyboard shortcuts work by default in the hosted environment when it's maximized) or select the Home tab in File Explorer and use the Rename button.

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Updating primary contact card in Karbon changes taxpayer information

The primary contact card indicates the main contact information for a contact in Karbon. When the primary contact card is updated or another card is made primary the Taxpayer's address, email address, and phone number will change in the Lacerte or ProConnect Tax tax program.

To change the taxpayer's information back

1. In Karbon select Contacts.
2. Select the contact name.
3. Go to the Details tab.
4. In the Details tab find the Contact Cards.
5. Select the Star in the upper right to change the primary contact card to the correct one or edit the information and select Save.

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