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Troubleshooting update issues in Lacerte

by Intuit Updated 2 months ago

Table of contents:

Common errors updating Lacerte

Program version doesn't update

Errors when Lacerte doesn't update typically appear as Transmission Failure 702, program update required, when attempting to e-file, or when forms or calculations that should be updated aren't updating. Since this type of error doesn't encounter errors during the update process, it's typically related to the update files themselves.

The simplest fix for these are to run a WebSetup /force. This can be done using the Lacerte Tool Hub, or by including the /force switch when running WebSetup.
Example: "C:\Program Files (x86)\Common Files\Lacerte Shared\WebSetup23.exe" /force

Alternatively to a forced setup, you can also rename the SetupYY folder located in the system file path. For a standalone, this would be C:\Lacerte\YYTax\SetupYY\, or for a network it'd be in a similar path on your network drive.

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Shared File Path is being Updated message

When Lacerte is being updated, the URN files are locked to help ensure that only one computer updates the files on the server. If a second computer attempts to update the server files at the same time, this message will be encountered. If you encounter this error on a standalone machine or have confirmed that no other computer is attempting to update the server, then the most common cause is the URN files are locked in use.

The easiest way to clear the lock is to reboot the computer. This will help ensure that any processes on the computer that are accessing the files are cleared. On a network setup, it may be required to reboot all the workstations, or even the server.

If the reboot doesn't resolve the issue, then the next step is to manually clear the URN folders. These are found in 3 key locations: the Option Path, Data Paths, and Program Path.
The program Path is the local installation files, and almost always C:\Lacerte\YYTax\.
The Data Paths and Option Path for a standalone are typically C:\Lacerte\YYTax\?DATA\ and C:\Lacerte\YYTax\OptionYY\.
The Data Paths and Option Path for a network is typically on your network drive, with paths similar to X:\Lacerte\YYTax\?Data\ and X:\Lacerte\YYTax\OptionYY\.

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Timeout errors

Timeout errors present in a few different way. The most common is a message stating timed out, error 12002, or error downloading File (filename).zip. These types of errors are almost always related to system-related items. They are either an issue something on the computer itself, such as Firewall, or something with the internet connection itself.

For the firewall, you may need to check with the person who installed/configured it. However you can test updating another year. If another year updates successfully, then you know at the very least the firewall isn't blocking the IP Addresses or ports that Lacerte uses.

For internet speed, running an online speed test is the best place to start. If you google speed test, you can use Google's speed test, or select another site from the results. Depending on how many files need to be updated, the update can be over 1GB of data. The biggest file size is 100MB.

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Troubleshooting using UDAS (User, Data, Application, or System)

A common troubleshooting methodology is UDAS. This breaks down the type of error into 4 categories: User, Data, Application, or System.

  • User-related errors include permission issues and user profile problems.
  • Data-related errors include damaged update files or issues with the Setup folder.
  • Application-related errors can be confirmed by running TaxSetup or WebSetup, trying to update a different year, or performing a clean install.
  • System-related errors include third party program interference, temporary file issues, or internet connection issues.

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When troubleshooting update issues, generally the following steps are recommended:

  1. If the error occurs when updating inside Lacerte, attempt running WebSetup
    • If WebSetup is successful, the issue is likely in the User or Application category.
      • If the next update is successful, the issue was likely Application related, and was fixed with WebSetup. No further action is needed.
    • If the issue reoccurs on the next update, it is more likely to be User related.
      • Go to Step 4.
  2. If WebSetup encounters the issue, attempt running WebSetup for a different year
    • If WebSetup works for other years, then the issue is most likely Data or Application related.
    • Some firewall programs require exceptions for each year, so if prior years work and the new year was recently installed, double checking your firewall settings is recommended.
  3. If on a network, attempt updating from another workstation
    • If other workstations can update successfully, the issue is likely either User or System.
    • Go to Step 4
  4. If able, have a different user sign into the workstation having the issue.
    • If a different user works on the same workstation, then the issue has to be in the User space. A local IT technician may be needed to determine the differneces between the user profiles.
    • If other users have the same issue on the same workstation, it's likely something System related. See the System section below for more test, although these may need a local IT technician to test or resolve.

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Troubleshooting Tests

For specific tests that can be done in each UDAS category, expand the sections below:

Trustee Rights:

If Lacerte says to contact your network administrator for permission to check for or download updates, it's likely due to Trustee Rights. To confirm, go to Settings > Primary Options > Trustee Rights tab. Select the user and verify their permissions.

Test Other Users:

To check if the issue is with a specific Windows user profile, try having another user sign in and update. If they can, the problem is likely with the first user's profile settings or permissions.

Rename user specific files for Lacerte:

Some Lacerte files are user-specific, like the wYYtax.ini file located in each user's AppData folder. This is usually C:\Users\\AppData\Roaming\Lacerte\wYYtax.ini.

Update Folders:

If updates are found but don't download or install, the update files in the Option folder might be damaged. Go to X:\Lacerte\YYTax\OptionYY\Queue\, rename the Updates and AutoUpdateIn folders, then try updating again in Lacerte.

Setup folder:

If Lacerte can't copy update files into the SetupYY folder, rename that folder to move the old files. Then run the update or WebSetup to create a new SetupYY folder with the latest files.

CD Image:

As a last resort, you can download the CD Image from My Account to install Lacerte. Note that the CD Image is usually outdated, so you'll need to run the normal updates afterward to ensure Lacerte is current.

Taxsetup:

TaxSetup is Lacerte's workstation installer. If other machines update successfully but one has issues, manually running TaxSetup can help. This often fixes the problem when users see a Windows message saying it can't find TaxSetup. Running TaxSetup directly bypasses some processes that can cause this issue.

Websetup:

If you're on a Standalone setup or others on the network have update issues, try running WebSetup. Though mainly for new installs, WebSetup downloads the latest Lacerte version, so it can also update the program.

Forced Taxsetup:

You can run TaxSetup with the /force switch to reinstall all files, not just those missing or outdated. This can fix issues where Lacerte says it's up to date, but you've confirmed it's not, either through Support or update notices.

Forced Websetup:

Running WebSetup with the /force switch is similar to a forced TaxSetup, but instead of using existing files in the SetupYY folder, WebSetup downloads fresh files and then installs the workstation.

Other Years:

When troubleshooting an update issue in Lacerte, first try updating a different year. If other years update successfully, the problem is likely not due to your computer's settings or permissions.

Clean Install:

If all else fails, try a clean install: Uninstall Lacerte via Control Panel, rename the YYTax folder on your computer (and network if needed), then run WebSetup for a fresh installation.

Update Scheduler / Silent Updater:

Lacerte has two background update programs: the Update Scheduler and for 2024 Lacerte, the Silent Updater. If they're not working, try updating directly within Lacerte to check for issues specific to these programs. If updates work normally, then check the settings for these programs, or your firewall program settings.

Firewall:

Firewalls can block updates by preventing connections to our servers. Ensure your firewall allows Lacerte programs to update by setting exclusions or rules.

Anti Virus:

Like firewalls, antivirus programs can interfere with updates by temporarily locking files. If you're seeing 'access denied' errors or intermittent issues, your antivirus software might be the cause.

Safe Mode:

Safe Mode is a diagnostic mode for Windows that runs only essential Windows services, minimizing interference. If updates work in Safe Mode but not normally, another program (like a firewall or antivirus) is likely causing issues.

Clear Temp Files:

Updates might fail if files get stuck in the Temp folder. Clearing your temp files can help fix this.

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