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Troubleshooting errors when downloading Lacerte using a SonicWall router

SOLVEDby IntuitUpdated December 04, 2023

If you're receiving communication error 12028 or 12031 when downloading Lacerte and have a SonicWall router, you need to configure your router and Gateway Anti-Virus software to allow exceptions for specific IP addresses.

We use a third-party content delivery network, Akamai Technologies, to host internet update files. Lacerte looks to a specific URL, or domain name, to find updates. Due to the nature of content delivery networks, the URL may use different IP addresses around the country as needed. We've listed the most common IP addresses in step 10.

Follow these steps to configure your SonicWall router:

  1. Log in to your SonicWall Router. 
    • If you don't know your username or password, your local IT professional may be able to set it up.
    • If you've never configured your router, it likely still uses the default credentials. Usually, the username is "admin" and the password is "password" for default credentials.
  2. In the left column, select the Firewall option.
  3. Select Address Objects.
  4. Set the View to Custom Address Object.
  5. Under the Address Objects section, click the Add button.
  6. Complete the following fields with the following information:
    • Name: Lacerte IP Range
    • Zone Assignment: WAN
    • Type: Range
    • Starting IP Address:
    • Ending IP Address:
  7. Click the Add button.
  8. After it's finished processing, click the Add button under Address Objects again.
  9. Complete the following fields with the following information:
    • Name: Lacerte1
    • Zone Assignment: WAN
    • Type: Host
    • IP Address:
  10. Repeat step 9 for the following IP addresses and give each one a different "Name" (Lacerte2, Lacerte3, etc.):
  11. Click Close to exit your SonicWall Router configuration.
    • After you add the IP exclusions, y tie them to an existing or newly created Access Rule so that the firewall knows not to block them.

These are the most common IP addresses we've seen from the content delivery network, but they can change based on location. You or your IT person can use the nslookup command on or the log built into SonicWall to find the exact IP address it's blocking. This isn't a permanent fix, but it should allow you to get your program updates while we work with SonicWall to correct the issue.  


Follow these steps to configure Gateway Anti-Virus:


Not all SonicWall routers have a Gateway Anti-Virus installed. Follow steps 1-3 of this section to determine if yours does.  

  1. Log in to your SonicWall router.
  2. In the left column, select the Security Services section.
  3. Select the Gateway Anti-Virus subsection.
  4. Under the Gateway Anti-Virus Global section, select the Configure Gateway AV Settings.
  5. In the window that opens, mark the checkbox labeled Enable Gateway AV Exclusion List.
  6. Click the Add button.
  7. In the window that opens, add the same IP addresses you added from step 10 of the previous section.
  8. Click the OK button.
  9. Review your new settings in the Gateway AV Exclusion List.
  10. Click Close to exit your SonicWall Router Configuration.

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