Fast live-call routing for the busy-season issues from the uploaded index. Use the customer’s wording, jump to the matching topic, then use the “What to do” action as the rep path.
First, try opening the file again. If it fails with the same termination code, ask customer if they have a backup. Run he backup through verification first and then optimize - are there any errors? If optimization can't fix it, it needs to go to CFS ($300 min for chargeable repairs 1-3 days ETA) - CFS ONLY TAKES THE LATEST VERSION FILES. If the customer is not running the latest we cannot take the file for repair.
This happens when AE crashes during the SANFY process, then when trying to open the CF that message pops up. The only option at this point is to restore from a backup, optimizing won't fix anything here.
FAQ - https://www.accountedge.com/knowledge-base/general/one-or-more-rece…
Forms only show up under saved progress if the user fully completed the navigation wizard when going through the processing of their forms. At the end when they print/e file it always asks them to save it. If they didn't save it, it won't show up under saved in AE > Prepare Payroll Tax Forms)
Call Aatrix
This can be user error most likely, we need to run applicable forms in AED to confirm their numbers are correct in the first place. For example, someone saying their 941 isn't showing correct wages, we need to open AED and run the 941 report from the Index to reports and compare wage amounts.
Some boxes are not editable BY DESIGN, you need to open the form and check to see what the description says. It may be an auto calculated field. If its not auto and the customer was able to edit this field before, they need to contact Aatrix for further assistance. Something may be wrong with the form itself.
Customer needs to make sure they have their Windows FULLY update to date, including all of the c++ 2015 redistributable updates. We are not staying on the phone while they update their OS. - heres a link they can use from microsoft - https://www.microsoft.com/en-gb/download/details.aspx?id=48145
Customer needs to make sure there are no antiviruses running actively or scanning. They need to be able to know how to work their AV, we don't touch antiviruses.
Most likely an Antivirus blocking this
Customer most likely has a firewall blocking outgoing connections
First try a reinstall of AE, if that doesn't work then the customer needs to install "Universal C Runtime" updates. https://www.microsoft.com/en-gb/download/details.aspx?id=48145
If you verified that AE is fully updated and reinstalled and Formsviewer will either simply not open or produce some sort of error - the customer needs to call Aatrix.
Which macOS - any antiviruses? - whens the last time it worked? - Was a full reinstall done? Make sure they're on at least 33.0.2 build because prior builds had issues with Formsviewer.
If they have an active PFS plan and get invalid reg code upon registration within AE, then use Betty to generate a new reg code and try using that to register again.
This happens due to Formsviewer not being fully updated & restarted properly. If you get this type of issue, click on Formsviewer at the top left corner (next to apple logo) > Check for Updates > Install update - once this is done, close Formsviewer completely, make sure there arent multiple copies on the dock/task bar. Then restart FV by displaying the form again, data should now populate.
https://accountedge.helpjuice.com/troubleshooting/possible-accounte…
In the following location, replace the existing Formsviewer folder with the download link provided below.
Download Formsviewer folder and place it within the C drive -> AccountEdge Pro folder (make sure you unzip the file first) - https://www.dropbox.com/scl/fi/zl9ut4ln43knjhy9rl6zr/FormsViewer.zi…
Check company data auditor to make sure the path is correct. For example, if the path to custom forms reads users/(name of user)/Documents - then that means AE is looking for a Custom Forms folder in Documents. You can either use FAQ to reset custom forms location or simply put a custom forms folder in documents to get them going. They can always reset their custom forms location later - FAQ https://www.accountedge.com/knowledge-base/how-to/movechange-accoun…
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
Customize the form and re-align the fields. Show the customer how to move the fields around and test it and let them do it on their own. Always suggest printing on plain paper and put it up against the light to physically see the alignment.
Try using a different sample form or using a different font on the form being printed.
Make sure the AE Print Driver is ON. If Print driver is on and it still crashes during print then try using a different custom form. If it crashes with a sample form try printing with Widgets. If it crashes with widgets, its most likely an escalation (see Dan at this point)
The solution will always be the same no matter the reason - they need to be able to search for their company file using their computers search utility (mac has magnifying glass at the top right & Windows has the search bar on the bottom left) OR they can simply restore a current backup but they would need to show you where they keep their backups.
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
If you deal with a customer that can't find their file after updating to latest build (US or CA) - please try using the user.reg file to locate the last used path.
Whether their Fed Income Tax is not deducting or is deducting the wrong amount, we have an FAQ to troubleshoot this. Strongly encourage that the customer use the ADP calculator on their own to figure out how much Fed Income Tax should be withheld - https://www.accountedge.com/knowledge-base/year-end-procedures/fede…
If the user has the latest tax tables installed and CPP is not deducting at all or is the wrong amount - perform a clean reinstall of AE CA (some components may have not been installed properly before).
Solution will be the same for ALL lock file issues. 1. Have all users log out of AE and close AE completely 2. Go into where the CF is located and delete any access01.flk or lock0001.flk files 3. Have the user who couldn't log in before, log in first. 4. Have the rest of the users log back in.
Another option is to have all users log out and restart the host machine. Once host is restarted lock files should be gone but incase they aren't, delete them.
First thing to check is the build #, if they're on an older build they need to update to the latest and restart their computer just incase and try again. If it still fails on the latest build, we will need to escalate it.
Customer needs to contact Forte to get this resolved. It's something that's wrong with their Forte merchant credentials. This usually happens to customers who recently signed up for Forte or for existing customers who recently updated their bank account with Forte.
Check Priority CRM and make sure they have an active PTS.
They have a firewall that's blocking internal connections on that workstation. They either need to turn the FW off or make an exception within the firewall - no we dont touch the firewall, their IT needs to do that.
We do not keep track of customer's data files. Everything resides on their system. If someone calls in saying "I lost all of my data" or "I lost last weeks data" or any variety of that, the outcome/answer is always the same - do they have a backup? Additionally, have they tried searching for their company file name or the extension ".myo" on their PC? If not, refere to How To Videos for searching for company files on mac & windows.
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
https://accountedge.helpjuice.com/troubleshooting/possible-accounte…
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
This is happening because the customer doesn't have permissions checked in Preferences. Go to Apple Logo > System Settings (preferences) > Privacy & Security > Automation - check all the options under AccountEdge Pro. FAQ - https://www.accountedge.com/knowledge-base/accountedge-pro-for-maco…
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
When did it last work? If it never worked, make sure Outlook or Thunderbird is 64bit. If its 32bit, the customer will need to install a 64bit Outlook/Thunderbird and then reinstall AE so it can properly integrate with the mail client.
Use this FAQ as a guide - https://accountedge.helpjuice.com/emailing-from-accountedge/email-t…
Does AE show more than what should be in the bank or less? Depending on what the answer is, for example if AE shows more that simply means they got more deposits for that period than there should be. This could mean they simply mis-dated a deposit transaction. Either way its up to them to look through their own transactions and figure out what's not dated correctly. Maybe something was added by accident as well? If AE shows less than what the bank says, it could also be misdated deposits or someone could have deleted something - https://www.accountedge.com/knowledge-base/banking/bank-reconciliat…
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
This is usually due to lacking admin permissions on the windows PC. Close AE, then right-click > Run As Administrator - register it again and close it again. Re open AE one last time and it should be registered.
Have the user update their PW in AED. This typically happens when a user changes their AEC admin pw, so they just need to do the same in AED under Setup > AEC
Resizing Windows on AEX - https://accountedge.com/knowledge-base/accountedge-pro-for-macos-10…
Its most likely due to improper mac user permissions to the folders they are saving to, an AV or iCloud or Dropbox syncing to these folders. I would first try saving the export in the applications folder, usually this is not synced with icloud or anything.