I'm sorry Eunice, that's so frustrating.

Unfortunately, since it does sound like you're taking the right steps, you will probably need to either call of e-mail tech support.  I just realized that e-mail is an option through the Lacerte software.  Tools>Communications>Service Requests/Lacerte Email

Unfortunately, neither option is quick.  Phone has long hold times and e-mail says expect two business days for a reply.

One thought: I usually use the shortcut button rather than going through the tools menu.  I doubt that would solve your issue, but since it'd be quick, it's worth a shot.

Also make sure you've downloaded and installed the latest batch of updates that came out.