Level 2

Hi, does anyone else have a problem launching 2019 ProSeries? I was working on it Saturday. When I tried to open it on Sunday it did not open. I already invested 3.5 hourrs with Tech support who were uselsss. thanks

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Level 15

Have you tried uninstalling and then doing a fresh install of ProSeries?

This week's special - free roadrunner dinner with every return (legal disclaimer - you catch it and we'll cook it)
Level 2

Ironman- I have not. If I uninstall, do I lose all of my tax returns?

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Level 15

My understanding is they stay intact, but make sure you make a backup of your client files anyway just to be safe.

This week's special - free roadrunner dinner with every return (legal disclaimer - you catch it and we'll cook it)
Level 2

thank you very much Ironman! Problem is I will have to call the tech support desk again to walk me through the backup, deinstall and reinstall process. While I am tax savy, I am not at all tech savy. 

(btw- my IM event was postponed to next year)

Level 15

You betcha!

For the record, you don't have to be tech savvy to do it.  Follow the instructions Lisa provided.  I'm not a techy person but I wouldn't hesitate to do the process myself.  

This week's special - free roadrunner dinner with every return (legal disclaimer - you catch it and we'll cook it)
Level 15
Level 15

You spent 3.5 hours on the phone with tech support and they didn't walk you through a clean reinstall?

https://proconnect.intuit.com/community/reinstall-products/help/uninstall-rename-and-reinstall-intui...


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
Level 2

they did not! I had this problem earlier in the year with a 2013 program where I had a client doing past returns. I spent 8 hours on the phone with tech support with 4 different people. The 4th person solved it right away! Not all tech support people are created equal at ProSeries. Very frustrating!

Level 2

Thank you Lisa!

Level 2

2 more hours invested with tech support. Still nothing! This guy made things worse.  I need to somehow reach one of the programmers. These tech support people read from scripts. 

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Level 15
Level 15

@IntuitAustin  can you help Michael get some kind of escalation up the ladder of support to help him fix this?


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
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Level 2

Thank you Lisa! Here is what happended last night after two grueling hours:

-tried to uninstall program (not successfull)

-Rep told me to go into the C drive and add the word "OLD" next to TY2019

-tried to then download 2019 from the ProSeries website ( got halfway through and then it stopped)

-he then told me to go back to the C drive and delete TY2019OLD (cannot confirm if this was successful)

-I remember I had the cd from the intital installation and downloaded from that which was successful

-the problem is now when I open the program there are no tax returns in there- so somehow I need to get all the returns inot this 

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Level 15
Level 15

Running Homebase Database Maintenance may bring the files back into Homebase (assuming theyre in the 19Data folder)

Top menu bar  Homebase > Database Maintenance


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
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Level 2

Thank you Lisa- I will try that. What are the steps to run that as I have never run that before?

If I still hit a  roadblock, how do I cut through the red tape at Intuit and get a knowledgable tech support person? I struck out three times already. I am stressing with the 10/15 deadline approaching- I have plenty of work to do and losing days now.

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Level 2

apologies- I see the instructions in the lower part of your reply. Thank you again!

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Level 2

  I need to contact a ProSeries expert. This is very frustrating. 

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