When not to use this page
Do not escalate before basic troubleshooting, screenshots/logs, and a clear reproducible description are gathered. Do not use these as customer-facing explanations.
Escalation Templates
Use these when a normal phone call and remote session cannot resolve the issue and PD, Apps4Rent, Forte, Plaid, or Aatrix needs clean evidence.
Common customer wording
AE keeps crashingBank Feeds won’t linkPayroll taxes are wrongForms won’t updateForte sent me back
Case note rule
Include exact build, environment, customer impact, screenshots/video, logs, and what you already tested before handing it off.
AE crashes when opening
Crashing / Product Developers — Use when AccountEdge crashes immediately while opening or launching.
Data to gather
- AE Build #
- Description of the crash
- Video
- When did this start happening?
- Antivirus active? If yes, was it turned off and did the customer reinstall?
- What troubleshooting has been done already?
- System.log: Console > System.log > File > Reveal in Finder
- AccountEdge.log: Documents/AccountEdge
- Advanced AccountEdge.log from Terminal if needed
Important notes
- Terminal command requires no spaces between comma and plus signs.
- Advanced log is generated on the user’s Desktop.
Related guide links
Copy-ready template
Escalation: AE crashes when opening AE Build #: Description of crash: When did this start happening?: Video attached?: Antivirus active? If yes, was it turned off and AE reinstalled?: Troubleshooting already completed: System.log attached?: AccountEdge.log attached?: Advanced AccountEdge.log attached?: Additional notes:
AE Hosted
Hosted / Apps4Rent — Use when Apps4Rent already worked with the customer and sent them back to AccountEdge.
Data to gather
- AE Build #
- Description of issue
- When did this start happening?
- Video of issue
- Troubleshooting Apps4Rent already completed with the customer
- Copy of CF if issue only occurs in their CF; not applicable if AE is crashing
- AccountEdge.log
- Event Viewer log if AE is crashing
- For connectivity issues: did customer try other networks, computers, or devices?
Important notes
- Use when the issue is hosted-environment-specific or Apps4Rent management needs details.
Related guide links
Copy-ready template
Escalation: AE Hosted AE Build #: Hosted environment/server if known: Description of issue: When did this start happening?: Video attached?: Apps4Rent troubleshooting already completed: Company file attached? If not, why?: AccountEdge.log attached?: Event Viewer log attached if crashing?: Connectivity issue? Tried other networks/computers/devices?: Customer contact info: Additional notes:
Bank Feeds / Plaid
Bank Feeds / Plaid — Use when bank linking or syncing still fails after normal Bank Feeds troubleshooting.
Data to gather
- AE Build #
- Name of Bank
- Description of issue
- When this started happening
- Video of issue
- Bank Feed Error log: Documents/AccountEdge/Bankfeederrorlog.txt
- AccountEdge.log: Documents/AccountEdge
Important notes
- Set expectation that Plaid can take 1–4 weeks to reply to an escalation.
- Check Bank Feed Error log for “investment” or “Investment type not allowed” before escalating; Plaid does not accept investment type bank accounts.
Related guide links
Copy-ready template
Escalation: Bank Feeds / Plaid AE Build #: Bank name: Issue description: When did this start happening?: Video attached?: Bankfeederrorlog.txt attached?: AccountEdge.log attached?: Investment account wording checked in error log?: Plaid timeline expectation set with customer?: Troubleshooting already completed: Additional notes:
Crashes for other reasons
Crashing / Product Developers — Use when AE crashes after clicking a specific area, module, card, payroll category, or file workflow.
Data to gather
- AE Build #
- Description of issue and what the user clicks to make AE crash
- Do the same steps happen in Widgets?
- Has the file been optimized?
- Video of issue
- AccountEdge.log: Documents/AccountEdge
- Copy of CF if crash only happens in customer’s company file
- What troubleshooting has been done already?
Important notes
- If Widgets works and only the customer file crashes, collect the company file.
Related guide links
Copy-ready template
Escalation: AE crash inside workflow/module AE Build #: Exact click/path that causes crash: Does it happen in Widgets?: Has the file been optimized?: Video attached?: AccountEdge.log attached?: Company file attached? If not, why?: Troubleshooting already completed: Additional notes:
Crashing when printing or saving PDF
Printing / PDF / CodeWeavers — Use when AE crashes while printing or saving an invoice/report as PDF.
Data to gather
- AE Build #
- Exactly when AE crashes and what the user clicks
- Do the same steps work in Widgets?
- When did this start happening?
- Video of issue
- AccountEdge.log: Documents/AccountEdge Pro/NE
- Backtrace.log if Wine bug/error details appear
- Troubleshooting already completed
- Advanced AccountEdgeCX.log if PD/CodeWeavers needs extra logging
Important notes
- If Wine bug dialog appears, click Details and save the backtrace log.
- Advanced Terminal command should create an AccountEdge.log on the Desktop; rename it AccountEdgeCX.log.
Related guide links
Copy-ready template
Escalation: Crashing when printing/saving as PDF AE Build #: What is customer printing/saving?: Exact click/path that causes crash: Does it work in Widgets?: When did this start happening?: Video attached?: AccountEdge.log attached?: Backtrace.log attached if Wine error appeared?: AccountEdgeCX.log attached if requested?: Troubleshooting already completed: Additional notes:
Forte Issues
Payments / Forte — Use when Forte sends the customer back to AccountEdge for credit card or direct deposit issues.
Data to gather
- AE Build #
- Description of issue and exact error
- When did this start happening?
- Name of Forte rep and any email correspondence forwarded to us
- Merchant ID: Setup > Payment Processing > Setup Payment Processing
- Customer contact info: First & Last Name, Email, best Phone #
Important notes
- Do not argue with the customer about Forte sending them back; gather clean escalation details.
Related guide links
Copy-ready template
Escalation: Forte Issue AE Build #: Credit Card or Direct Deposit?: Exact error/issue: When did this start happening?: Forte rep name/email correspondence attached?: Merchant ID: Customer name: Customer email: Best phone #: Troubleshooting already completed: Additional notes:
Payroll Forms / Aatrix
Payroll Forms / Aatrix — Use when FormsViewer data/display/update issues cannot be resolved during normal troubleshooting.
Data to gather
- AE Build #
- FormsViewer build #
- Description of issue
- Video of issue
- When did this start happening?
- Has anything changed on the user’s computer?
- Windows AatrixConfig.ini path if needed
- Windows AUF and AatrixTemp files if needed
- Mac AatrixConfig.ini and AUF paths if needed
Important notes
- PD may check the data and escalate to Aatrix support managers.
- FormsViewer build location differs on Mac and Windows.
Related guide links
Copy-ready template
Escalation: Payroll Forms / Aatrix Issue AE Build #: FormsViewer build #: Mac or Windows?: Form/year affected: Description of issue: When did this start happening?: Video attached?: Anything changed on computer?: AatrixConfig.ini attached if requested?: AUF attached if requested?: AatrixTemp folder/files attached if requested?: Troubleshooting already completed: Additional notes:
Payroll Taxes
Payroll / Tax Tables — Use when state tax appears incorrect after confirming latest tax tables and collecting proof.
Data to gather
- AE Build #
- When did the State Tax start calculating incorrectly?
- Documentation from the customer showing the correct $ or % from the state website
- Example paycheck showing the incorrect amount and what it should be
- Copy of customer’s company file
- AccountEdge.log: Documents/AccountEdge
Important notes
- Federal Income Tax calls are usually user error; compare against the ADP calculator first.
- For state taxes, confirm the customer is on the latest Tax Tables before escalating.
- Do not escalate state-tax-rate claims based only on the customer’s word; collect official state proof.
Related guide links
Copy-ready template
Escalation: Payroll Taxes AE Build #: Federal or State tax?: Latest Tax Tables confirmed?: When did it start calculating incorrectly?: Official state/source documentation attached?: Example paycheck attached?: Expected amount/rate: Actual AE amount/rate: Company file attached?: AccountEdge.log attached?: Troubleshooting already completed / ADP calculator result if federal: Additional notes: