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Resolving errors when calculating returns or entering information in Lacerte

SOLVED•by Intuit•6•Updated almost 2 years ago

This article explains how to resolve errors triggered when navigating, viewing, or printing returns in Lacerte. The messages include:

  • Error restoring calculation values for return
  • EOleException: [SafeCall Exception]: Catastrophic failure
  • EPrintDiagException in TDiagEngine
  • Error processing Diagnostics
  • EAccessViolation: [SafeCall Exception] (access violation in module Engine08.dll)
  • EAccessViolation: [SafeCall Exception] (access violation in module Engine09.dll)
  • Exception dispatching message ID: 1127
  • Error restoring calculation values for return
  • Eprintdiagexception in TDiagEngine
  • Error processing diagnostics

To resolve errors

First, check the program error log:

  1. Hold down [F10] to open Technical Support Information.
  2. Click on the Errors tab.
  3. Scroll down to find the first error in the most recent sequence.
    • Errors are listed with the date and time of their occurrence. The most recent error will appear at the top.
      • Use the times listed—the error may not have caused a message in the program when it happened.
  4. If you can't find the first error, click the File menu in the upper left, then select Delete to delete the log.
  5. Recreate the error. The first error in the sequence will be at the end of the log.

If there is a "java.lang.OutOfMemory" error

If the starting error is similar to the following message, use the Lacerte Tool Hub to run Web Setup. Repeat the process on each affected workstation.

"Error restoring calculation values for return
java.lang.OutOfMemoryError: Java heap space
at java.util.Arrays.copyOf(Unknown Source)
at java.io.ByteArrayOutputStream.toByteArray(Unknown Source)
at com.intuit.engine.ATE.calc.core.calculatedValues.CalculatedValues.getTaxCalcResults(CalculatedValues.java:61)"

If there is no "java.lang.OutOfMemory" error

  1. If there is no "java.lang.OutOfMemoryError: Java heap space" error in the log, the installation may be corrupt. Use the Lacerte Tool Hub to run Web Setup.
    • Corruption of the installation files would normally affect all clients of a single tax type or from a particular state.
    • Usually only a single or just a few workstations on a network are affected.
  2. If the error occurs on a single workstation:
    1. Reinstall from CD or Web Setup.
    2. Copy the Option21 folder and all DATA folders from the 21Taxold folder.
    3. Save the copied folders in the new 21Tax folder created during the setup.
  3. If the issue affects all workstations on a network, rename the network 21Tax folder.
    1. Reinstall from CD or Web Setup.
    2. Copy the Option21 folder and DATA folders from the network 21Taxold folder.
    3. Save the copied folder in the new network 21Tax folder.
    4. Rename and reinstall each affected workstation as described above.

Check for improper inputs such as:

  1. Using non-alphanumeric characters in a name or address field may cause a problem—even if it didn't in previous years.
  2. A negative number entered where the program only expects positive numbers.
    • This would only affect specific returns, usually on all workstations.
  3. Letters in fields where numbers belong.
  4. Non-alphanumeric characters in Client Information and Sub-client Information (Dependents, Partners, Shareholders, etc.).
    • Generally, commas, periods, and hyphens should be acceptable, but you can test the issue without them.

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