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eSignature Individual Module

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Level 3

LACERTE SUPPORT ///// PLEASE HELP US!

 

I've been using eSignature now for a couple of years... it's not working this year. The program just stalls.  I make it past the 'processing' then a blank pop-up window appears.  I believe this is where I should be asked if I want to attach any other documents for signature.

My eSignature dashboard also doesn't show up - the USAGE tab is a blank screen.

Is anyone else having trouble with eSignatures?

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1 Solution

Accepted Solutions
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Level 3

The issue has resolved itself and I'm able to request eSignatures today 🙂

I'm happy again 🙂

View solution in original post

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7 Replies 7
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Level 1

I was using e-signature yesterday but it is not working today.  I have a call into support but still on hold after 20 min.

 

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Level 3

The issue has resolved itself and I'm able to request eSignatures today 🙂

I'm happy again 🙂

View solution in original post

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Level 2

I've been fighting this exact problem this season.  And about on the same timeline as jenhorton.  I too thought it had been resolved, but today I'm wasting time on this issue again.  I'm on the most recent version, I've restarted Lacerte, I've restarted my computer.  I'm out of tricks.

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Level 3

Use LACERTE UPDATE; then close the program, restart your computer, and see if the eSignatures work when you relaunch.

I've yet to see Lacerte Support chime in on any threads and tell us how to fix this... so it may be a recurring issue on their end.  Hopefully if you run the UPDATE the glitch will fix itself.

In the distant past when I wasn't able to fix a problem, I remember support having me rename the Option file in the Lacerte folder to OptionOLD, then reinstall the software - but I'd suggest you have a tech on the line with you before trying that.  That method may have changed with all the program changes from those many years ago.  Good Luck

Jen

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Level 2

Thanks.  I ended up calling tech support and the very nice tech had me do the old "rename the file OLD" trick.  I agree, I won't do that without a tech holding my hand.

I was surprised the wait was pretty short.

Thanks again for the reply.  It's good to know I'm not the only one having the problem.

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Level 1

It doesn't seem like there is a solution; just some different things to try. I will just call Lacerte in the morning. 

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Level 2

I continue to have this problem even after tech support had me rename the file.  I end up clicking on the Request link numerous times, closing and reopening Lacerte, etc. until finally it goes through.  I wonder if the network is just not handling the traffic as well.  I would imagine there is more demand this year due to the pandemic.  I've had more clients want to use this feature this year and I've never had the problem in prior years.  

Good luck!

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