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Printing Error - ProSeries failed to license products due to an unexpected issue.

Level 2

I can open 2020 and work on files but if I try to print the tax return I get an error message:

 

Printing Error - ProSeries failed to license products due to an unexpected issue.

 

Please help

Thanks!

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6 Replies 6
Level 15
Level 15

Have you tried to relicense the product?  Tools > License Product


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
Level 2

Yes I get another error message

Your ProSeries software license is currently not available. ProSeries may not have been installed and setup correctly.

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Level 15
Level 15

Let me flag the installation guru

@Orlando how does this get fixed?


♪♫•*¨*•.¸¸♥Lisa♥¸¸.•*¨*•♫♪
Employee
Employee

Hmm. I'm sorry you're having trouble. I think it's having issues accessing information from our license file... unfortunately in a very unexpected way.  We might have to do what it suggests - completely uninstall ProSeries.. but let's first see if we can confirm that.

Under the Help Menu, do you see a "Send Logs" entry? If so can you run that, then send the zip file it creates to proseries_engineering@intuit.com?  That will collect a bunch of logs I can look at to pinpoint the specific error.

 

If you don't see that entry, can you update? It's something we just released Wednesday to help with troubleshooting in this community.

 

If for some reason you are unable to update, there are two main logs I'm looking for:

[installation diretory]\32bit\logs\proseries.txt

C:\ProgramData\Intuit\Entitlement Client\v8\IntuitEntitlementErrorLog.txt

If you can find those directly, email them to proseries_engineering@intuit.com

 

If you don't want to mess with any of that, you can call into customer support and they can run through these same triage steps.

Level 2

I have emailed you in the morning. Maybe it is in yoour spam folder

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Employee
Employee

I responded in email 10 minutes ago, assuming that was you. I can't connect the real name with the user names..   if it's you (Katharine) - I sent a zoom link. I'm available for the next 30 minutes to help troubleshoot.

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