I have a customer that is running into an issue with the Lacerte SDK. They were running into the issue during tax season and are now contacting us again looking for a solution. The customer asserts they have contacted Lacerte Support but Lacerte keeps claiming it’s not their error.

The issue itself is that when activated the Lacerte SDK isn’t finding one of its files (specifically the file “keymanager32.dll”) and  it produces the following error message:

KeyManager32.dll could not be found. Please try restarting your system to ensure the latest environment settings from the install have taken effect. If the problem persists, please ensure you have installed the 32 bit LacerteSDK.

My support staff has looked on the customer’s computer and confirmed that the file is there (the file is located at C:\Program Files (x86)\Common Files\Lacerte Shared\LacerteSDK). They’ve attempted the following bits of basic troubleshooting:

• Restarting the computer
• Uninstalling and reinstalling the SDK
• Replacing the file with a confirmed working version taken from my own computer
• Excluding the file in the local antivirus

None of which seemed to work.