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How to resolve sync issues between Lacerte and Intuit Practice Management

SOLVED•by Intuit•1•Updated August 04, 2023

Intuit Practice Management is now supported by Karbon. For support, see here or reach out to support@karbonhq.com

When information isn't syncing between Lacerte and Intuit Practice Management powered by Karbon, some information may incorrect or missing, or there may be an issue with the return. Select the applicable situation below for troubleshooting instructions.

Before you start:

  • This article references default installation paths and uses YY to reference the tax year in 20YY format. C: will always indicate the local drive and X: will always indicate the network drive.

If the information is in Intuit Practice Management, but not syncing with Lacerte, check the Contact Type on the contact and which contact types are checked to sync:

  1. From the left of the screen, select Contacts.
  2. Find the contact that isn't syncing and click on them.
  3. Select Details tab.
  4. Locate and note the Contact Type.
  5. Select Lacerte on the left.
  6. Edit the Contact Sync Settings to see if the desired contact type is checked.
    • If it isn't checked, select it and see if the sync occurs.
    • Syncing isn't instant, so please allow the program some time to sync.

If the information is in Lacerte, but not syncing to Intuit Practice Management, check to see if the following are missing, incorrect or have errors:

 

Syncing isn't instant, so allow the program some time to sync after each set of instructions. If all data paths are set and the program still isn't syncing, follow the steps in "Not all data paths are set to sync" to rename the SYNCCLIENTSDB.YY, and then reconnect the program.

  1. Go to Screen 1, Client Information.
  2. Scroll down to the Taxpayer Information section for individual returns, or the Name and ID Number section for business returns.
  3. Check to see that the basic required information is entered:
    • Individual clients: First Name & Initial, Last Name, and Social Security #.
    • Business clients: Corporation Name / S Corporation Name / Partnership Name and Federal ID Number.
  4. If any information is missing, enter it.
  5. Check if the sync is working now.
  1. From the Help menu, select TroubleShoot to open the Technical Support Information window.
    • You may also open this by pressing F10 on your keyboard.
  2. Go to the System Information tab and check that:
    • All users are on the same Data path and System file path.
    • The Data path and System file path are correct for each tax module. If they aren't, correct them:
      • To change the Data path, use the steps in this article.
      • To change the System file path:
        1. From the Settings menu, go to System File Path and choose Change.
        2. Select Browse and locate the correct System file path.
        3. Select OK, and then click OK again to set the new System file path.
  1. Backup the client's return using the steps in this article.
  2. Delete the client's return from the database:
    1. Highlight the client's return on the Clients list.
    2. From the Client menu, select Delete.
    3. Click Yes to confirm.
  3. Restore the file from the backup that was just made using the steps in this article.
  1. Go to the Integrations tab.
  2. Check for the following warnings:
    • Your active datapath is different than the datapath configured
      • To change the data path to the correct one, use the steps in this article.
    • Sync not set up, and needs to be connected.
      • If the sync isn't set up, sign in as the Primary Admin for Lacerte and follow the on-screen instructions in the Integrations tab.
  1. Go to the Integrations tab.
  2. Select the gear icon in the upper right corner of the screen.
  3. Check to see which data paths are set to sync.
    • If not all data paths are set to sync, you'll need to rename SYNCCLIENTSDB.YY and reconnect the program to Intuit Practice Management.

To rename the SYNCCLIENTSDB.YY file:

  1. From the Help menu in Lacerte, select TroubleShoot to open the Technical Support Information window.
    • You may also open this by pressing F10 on your keyboard.
  2. Go to the System Information tab.
  3. Locate and note the Option path.
  4. Close Lacerte.
  5. Browse to the Option path noted above using File Explorer.
  6. Locate and right-click on the SYNCCLIENTSDB.YY file, and then select Rename.
  7. Add OLD to the end of the file.
    • For example, SYNCCLIENTSDB.YYOLD
  8. Open Lacerte and sign in as the Primary Admin user.
  9. Go to the Integrations tab.
  10. Follow the on-screen instructions.

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