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Troubleshooting TaxLink

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Updated

Welcome to the TaxLink Integration Troubleshooting Guide. This article consolidates most known issues, solutions, and troubleshooting steps related to the Lacerte and TaxLink tool integration with BigTime Software. Whether you're facing client sync problems, installation errors, or compatibility issues, this guide provides comprehensive solutions to help you resolve them efficiently.

Table of Contents

General Troubleshooting Steps
Common Issues and Solutions
Client Sync Issues
TaxLink Sync Issues
Status Code Discrepancies
Installation and Validation Issues
Compatibility Issues
Connection Issues
Data Sync and Mapping Issues
FAQs
Contacting BigTime Support
Log File Locations
System Requirements

General Troubleshooting Steps

Regardless of the specific issue, the following general troubleshooting steps can help resolve common problems with BigTime, Lacerte and the TaxLink tool are always recommended as first steps:

  • Ensure Software is Up-to-Date:

    • Regularly check for and install updates for TaxLink and Lacerte.

    • Updated software often includes critical bug fixes and improvements.

    • Syncing data from Lacerte is contingent on periodical updates that Intuit does to its program. If you're experiencing issues importing data like Partnerships or Individuals from Lacerte into BigTime, make sure your program is up to date via Lacerte's Software Development Kit (SDK). TaxLink will provide errors if the SDK (32 or 64 bit) is not updated to the most recent version. Navigate to Lacerte's SDK install page to make any necessary updates.

  • Verify Network Connectivity:
    • Ensure a stable and reliable internet connection.
    • Check for any network interruptions or restrictions that may affect syncing.

  • Review Permissions and Access:
    • Confirm that your BigTime and Lacerte accounts have the necessary permissions for data integration.
    • Adjust account settings as needed to grant appropriate access.

  • Examine Log Files:
    • Access and review log files generated by TaxLink and BigTime.
    • Identify specific error messages or codes that can pinpoint the issue.

  • Restart Applications and Systems:
    • Sometimes, simply restarting the TaxLink tool, BigTime application, or your computer can resolve sync issues.

  • Check for Server Status:
    • Verify that both BigTime and Lacerte sites are operational and not experiencing downtime or maintenance.

  • Clear Cache and Temporary Files:
    • Clear your browser's cache and cookies if using web-based applications.
    • Delete temporary files that might interfere with the sync process.

  • Disable Conflicting Software:
    • Temporarily disable antivirus, firewall, or other security software that might block TaxLink or BigTime operations.
    • Re-enable security software after troubleshooting.

  • Reinstall Taxlink:
    • Reinstall TaxLink to ensure a clean setup.
    • Note: If you have a previous version of TaxLink installed, don't uninstall it. You'll need this version to sync any Lacerte data prior to 2018. Keeping this version won't disrupt the newer version.
  • Seek Support Assistance:
    • If all else fails, contact BigTime support (support@bigtime.net) with detailed information about the issue, including error messages and steps already taken.

Common Issues and Solutions

Client Sync Issues

New Lacerte Clients Not Syncing

If new clients you’ve added in Lacerte aren’t appearing in BigTime after a sync, follow the steps below to identify and resolve the situation:

  • Verify Sync Status:
    • Navigate to the 'Integrations' tab in BigTime and into the Lacerte tile.
    • Check if the sync process completes successfully without error messages.
    • Note any error messages for further investigation.
  • Test with a New Client:
    • Create a new "test" client in Lacerte.
    • Attempt to sync this client to BigTime to determine if the issue is isolated.
  • Re-enable Integration:

Additional Troubleshooting:

  • If clients added on specific dates are not syncing, verify if there were any updates or changes in settings on those dates.
  • Check if there is already a project in BigTime with the same Project/Client ID, change accordingly.

 

Client Name Reversion Issues

If client names in BigTime revert after syncing with TaxLink, check your integration settings and mapping to keep name updates accurate. View possible resolution steps below:

  • Verify Integration Settings:
    • Log in to BigTime.
    • Navigate to the 'Integrations' tab and select 'TaxLink.'
    • Click on 'Manage' to review current integration settings.
      LacerteManage.png
    • Ensure the 'Lock updates in BigTime' setting is configured to prevent overwriting manual updates.

      LacerteLock2.png
  • Update Client Information:
    • Search for the affected client by their ID.
    • Access the client's profile and update the necessary fields (name, legal name, address).
    • Save changes.
  • Monitor Changes:
    • After updating, monitor the client information to ensure it remains correct.
    • If reversion occurs, check integration logs for external updates causing the change.
  • Use 'Move' Functionality:
    • Re-associate the project with the correct client entry using the 'Move' feature to link all related data accurately.
  • Check for Duplicate Entries:
    • Ensure there are no duplicate client entries that might cause confusion during sync.
  • Ensure Data Consistency in TaxLink:
    • Verify that the data in TaxLink aligns with the changes made in BigTime.

 

TaxLink Sync Issues

TaxLink Tool Not Syncing Data

If the TaxLink tool isn’t syncing data from Intuit Lacerte to BigTime, it may cause incomplete or missing data. Try reinstalling and updating TaxLink, then check the steps below to troubleshoot further:

  • Check for Updates:
    • Ensure both TaxLink and the Tool Hub from Intuit Lacerte are updated to the latest versions.
  • Review Log Files:
    • Access the most recent log files from the TaxLink application.
    • Identify any errors or warnings that could indicate the cause of the sync failure.
  • Validate Connection:
    • Verify the connection between TaxLink and the Lacerte file on your designated drive.

Additional Troubleshooting:

  • If individual clients are missing post-sync, ensure changes are made in TaxLink and that updates are correctly identified and pushed to BigTime.
  • Allow time for data processing delays; immediate visibility might not occur.

 

Assignments Reverting to Unassigned

If after a sync, assignments in BigTime revert to an unassigned state despite being correctly set in Lacerte, review and adjust configuration files, perform a sync, and lock task statuses, if necessary.

  • Review Integration Mapping:
    • Ensure that assignment fields are correctly mapped between Lacerte and BigTime.
  • Reinstall TaxLink:
    • If the problem persists, reinstall the TaxLink tool following the steps outlined in the situation above.

Additional Troubleshooting:

  • Check for any known bugs related to assignment syncing in recent updates.

 

Due Dates Not Syncing

If due dates for fiduciary and exempt data in Lacerte are not syncing to BigTime through TaxLink, follow the steps below, like re-indexing modules, clearing checksums, and ensuring Lacerte SDK is up-to-date:

  • Re-index and Repair Modules:
    • Use the Lacerte tool hub to re-index and repair fiduciary and exempt modules to fix data corruption issues.
  • Clear Checksum and Re-sync:
    • In TaxLink settings, clear the checksum data to reset the sync process.
    • Initiate a new sync.
  • Remove and Re-add Files:
    • Delete the affected files from the TaxLink tool.
    • Re-add the files to reset the sync process.
  • Update Due Dates Manually:
    • Update due dates for exempt and fiduciary returns in Lacerte.
    • Attempt to sync again to ensure changes are reflected in BigTime.
  • Check for Missing Data:
    • Verify that due dates are visible in the BigTime Task Board.
    • If missing, proceed with further troubleshooting.
  • Ensure Compatibility:
    • Confirm that the TaxLink version is up-to-date and compatible with current Lacerte SDKs.

Additional Troubleshooting:

 

Data Not Syncing Completely

If not all client data or assignments are syncing from Lacerte to BigTime, resulting in incomplete data transfer, ensure TaxLink is updated, then complete the following troubleshooting steps below:

  • Re-add Files in Batches:
    • Remove and re-add tax files to TaxLink in smaller batches to facilitate complete data transfer.
  • Clear Checksum Data:
    • Clear the checksum data in TaxLink settings and attempt a new sync.
  • Monitor Sync Process:
    • Allow sufficient time for large data sets to sync completely.

Additional Troubleshooting:

  • Check for network stability during the sync process.
  • Review log files for specific errors that may indicate incomplete syncing.

 

Status Code Discrepancies

If TaxLink status codes from Lacerte are not accurately reflected in BigTime, leading to mismatched statuses between the two systems, perform the steps below as needed:

  • Verify Current Status in Lacerte:
    • Confirm that the return status in Lacerte is correctly marked (e.g., PAPER FILED).
  • Check BigTime Status:
    • Log in to BigTime and verify that the return status matches the status in Lacerte.
  • Perform a Manual Sync:
    • Go to the TaxLink tool and initiate a manual sync to update status codes.
  • Update Return Status Manually:
    • If statuses remain incorrect, change the return status in BigTime to a different status.
    • Sync again, then revert the status back to the correct one and perform another sync.

Additional Troubleshooting:

  • Verify network connectivity and server status for both BigTime and Lacerte.

 

Installation and Validation Issues

Receiving Errors During Installation

If you’re encountering "Receiving" errors when running the TaxLink installer, preventing successful installation and integration with BigTime, first ensure system requirements are met, then follow the steps below:

  • Verify System Requirements:
    • Confirm that your system meets the minimum hardware and software requirements for TaxLink.
    • Check for any updates or prerequisite software/hardware.
  • Run Installer as Administrator:
    • Right-click the TaxLink installer file.
    • Select 'Run as administrator' to grant necessary permissions.
  • Check for Corrupted Installer:
    • Download a fresh copy of the TaxLink installer from the official BigTime website.
    • Ensure the download completes without interruptions to avoid file corruption.
  • Disable Antivirus Software Temporarily:
    • Temporarily disable any antivirus or security software that might interfere with the installation.
    • Attempt to install TaxLink again.
  • Review System Logs:
    • Access your system’s event logs to identify additional error messages or codes related to the installation failure.
  • Close Conflicting Applications:
    • Ensure no other applications are running that could conflict with the TaxLink installation process.

Additional Troubleshooting:

  • If a specific error code is encountered, bring this to the Support team to investigate further.

 

Failed to Validate Online Credentials

If you’re receiving a "Failed to validate your online credentials" message during the installation of the TaxLink tool, hindering the setup process, try these troubleshooting steps:

  • Double-Check Login Credentials:
    • Ensure you are using the correct username and password associated with your BigTime account.
    • Avoid typos and verify that your account is active.

  • Download Latest TaxLink Tool:
    • Ensure you have the most recent version of the TaxLink tool from the official BigTime website.

  • Disable Firewall and Antivirus Temporarily:
    • Temporarily disable any firewall or antivirus software that might block the validation process.
    • Attempt the installation again.

  • Run Installation as Administrator:
    • Right-click on the installation file and select 'Run as administrator.'

  • Clear Browser Cache and Cookies:
    • Clear your browser’s cache and cookies to eliminate any potential conflicts during the installation process.
  • Check for Server Issues:
    • Confirm there are no ongoing server issues with BigTime that might affect credential validation.

Additional Troubleshooting:

  • Reset your Lacerte password if issues persist.

 

Compatibility Issues

New Lacerte Year Compatibility

If you're experiencing issues with syncing data from the latest version of Lacerte to BigTime, it may be due to compatibility concerns between the two systems. Try resolving the discrepancies via the steps below:

  • Check for Updates:
    • BigTime stays ahead of Lacerte releases by ensuring year over year compatibility. After the TaxLink update for Lacerte is released, ensure your TaxLink sync agent is updated.
  • Verify Sync Settings:
    • Confirm that your sync settings include data from Lacerte (Tax Year, Status Codes, Preparers, etc.).
  • Initiate Sync:
    • Perform a manual sync to ensure data from Lacerte is transferring correctly to BigTime.
  • Check for Post-Update Issues:
    • Restart your computer if syncing issues persist post-update.

Additional Troubleshooting:

  • Ensure your Lacerte 2023 SDK is correctly installed and configured.
  • Backup your data before performing updates to prevent data loss.

 

Connection Issues

Validating Online Credentials

If you are experiencing problems with syncing TaxLink and BigTime, it may be due to errors in validating online credentials. Follow the process below to troubleshoot:

  • Verify Credentials:
    • Confirm that your Lacerte login credentials are correct.
    • Double-check for typos in your username and password.
  • Validate through Lacerte:
    • Log into your Lacerte account via their official website to confirm your identity and credentials.

  • Check Internet Connection:
    • Ensure your internet connection is stable and not experiencing interruptions.

  • Re-attempt Sync:
    • After verifying credentials and connection, attempt to sync again.

  • Reset Password (If Necessary):
    • If issues persist, reset your Lacerte password and update it in BigTime.

Additional Troubleshooting:

  • Check for any ongoing server issues with BigTime or Lacerte that might affect credential validation.
  • Ensure that firewall or antivirus settings are not blocking the validation process.

TaxLink Connection with Lacerte

If you're having trouble establishing a stable connection between TaxLink and Lacerte, here are a set of troubleshooting steps to help resolve the instability:

  • Clear TaxLink Configuration File:
    • Locate the TaxLink configuration file directory.
    • Delete or rename the existing configuration file to initiate a fresh setup.
  • Log Out and Log Back In:
    • Completely log out of the TaxLink application.
    • Restart the application and log back in with your credentials.
  • Attempt to Reconnect:
    • Try to establish a connection between TaxLink and Lacerte again.
    • Ensure all credentials and settings are correctly entered.

Additional Troubleshooting:

  • Ensure that your internet connection is stable.
  • Verify that both TaxLink and Lacerte servers are operational and not experiencing downtime.

 

Data Sync and Mapping Issues 

Tax Types Not Syncing

BigTime recognizes and syncs the following types: Individual, Partnership, Corporation, S-Corporation, Fiduciary, Exempt Org, Estate, Gift, and Exempt Plan. If tax types defined in Lacerte are not syncing into BigTime, try the steps below to resolve the incomplete tax data integration:

  • Review Data Mapping:
    • In BigTime, navigate WORKFLOW...TASK TYPES or TASKS...TASK TYPES, if you have Foresight enabled. 
    • Ensure that tax types in Lacerte are correctly mapped to corresponding fields in BigTime.
  • Perform Manual Sync:
    • Navigate to the TaxLink tool.
    • Click on 'Sync Now' to force data updates.
  • Review Error Messages:
    • Check for any error messages during the sync process and address them accordingly.

Additional Troubleshooting:

  • Ensure that your Lacerte account has the necessary permissions for data sharing.
  • Confirm that both BigTime and Lacerte servers are operational without known outages.

 

Multiple Lacerte Files Causing TaxLink Crashes

If the TaxLink tool crashes when attempting to sync with multiple Lacerte files at once, this may be due to limitations in handling simultaneous file synchronization. BigTime suggests limiting the number of concurrent syncs, ensuring software is updated, verifying file integrity and more:

  • Check System Requirements:
    • Ensure your system meets the minimum requirements for running the TaxLink and Lacerte software.
  • Limit Concurrent Syncs:
    • Attempt to sync with fewer Lacerte files at a time to determine if the issue is related to processing multiple files simultaneously.
  • Review File Integrity:
    • Ensure all Lacerte files are not corrupted and are accessible.
    • Replace any corrupted files with fresh copies.
  • Increase System Resources:
    • Allocate more memory or processing power to the TaxLink to handle larger data loads effectively.
  • Check for Software Conflicts:
    • Disable any other software that might be running concurrently and interfering with the sync process, such as antivirus programs or other integrations.
  • Review Error Logs:
    • Access error logs generated by the TaxLink to identify specific error messages or codes.
  • Test in a Controlled Environment:
    • Set up a test environment to replicate the issue without affecting live data, aiding in isolating the problem.

 

ODBC Fallback Issues

If a sync fails when using the ODBC fallback option in TaxLink, try the following troubleshooting steps to resolve the sync error:

  • Verify TaxLink Version:
    • Confirm you are using the TaxLink tool version 1.2.4.5 or later.
    • Check for any available updates or patches that address ODBC-related issues.
  • Check ODBC Connection:
    • Ensure the ODBC connection is properly configured and that the necessary drivers are installed.
    • Test the ODBC connection independently to verify access to the Lacerte database.
  • Inspect Network Connectivity:
    • Ensure your network connection is stable.
    • Confirm that firewall and security settings are not blocking the ODBC connection or TaxLink tool.
  • Examine Error Logs:
    • Access and review error logs generated by TaxLink for specific error messages or codes, such as 'Connection Timeout' or 'Data Mapping Error.'
  • Update ODBC Drivers:
    • Ensure that the ODBC driver is up-to-date and compatible with your system.
    • Reinstall or update drivers if necessary.
  • Check for Software Conflicts:
    • Verify that no other applications are interfering with the ODBC connection.

 

FAQs

View and manage your data on your Task Board. To get there, click WORKFLOW...TASK BOARD or TASKS…TASK BOARD for Foresight users from your navigation bar.

 

  • WHAT DOES TAXLINK BRING IN FROM LACERTE?

It brings in your returns, as well as return-specific data like due dates, preparation fees, client addresses, and preparer information (if available).

 

  • I’VE INTEGRATED LACERTE AND QUICKBOOKS WITH BIGTIME. WHICH PROGRAM IS BETTER FOR ADDRESS UPDATES?

Lacerte is better with address updates. In order to prevent either product from overwriting BigTime, you can use Lacerte as the source of address updates for QuickBooks by turning off QuickBooks address updates from your QuickBooks integration settings.

 

To do this, go to MY COMPANY...INTEGRATIONS and click on the QuickBooks icon for the product level you’re integrated with. Click the MANAGE button and set field mappings to IMPORT JOBS (NO UPDATES). This will allow QuickBooks to create projects in BigTime, without having address updates flow in.

 

ImportJobsNoUpdates.png

 

  • CAN I HAVE MORE THAN ONE TAXLINK PROGRAM INSTALLED ON MULTIPLE MACHINES?

Yes, you can install and use TaxLink on more than one machine. Just be careful to accurately map the paths to the Lacerte data files, so that TaxLink will read the same files on each machine.

 

Contacting BigTime Support 

If you have followed the troubleshooting steps outlined in this guide and continue to experience issues, please contact BigTime support for further assistance at support@bigtime.net.

When contacting Support, please provide:

  • A detailed description of the issue.
  • Steps you have already taken to troubleshoot.
  • Any error messages or codes received.
  • Relevant log files or screenshots.
  • Your system configuration details (OS, software versions, etc.).

Additional Information

Log File Locations

TaxLink Log Files:

  • Accessible via the TaxLink application by clicking the gear icon and navigating to 'Log Files.

System Event Logs:

  • Windows: Use Event Viewer (Ctrl + Shift + Esc > Start > Event Viewer).
  • Mac: Use Console (Applications > Utilities > Console).

 

System Requirements

These are the minimum system requirements for the TaxLink tool and Lacerte integration with BigTime:

Operating System:

  • Windows 10 or later
  • macOS Catalina or later

Processor:

  • Intel i5 or equivalent

Memory:

  • 8 GB RAM (16 GB recommended)

Storage:

  • Minimum 500 MB free disk space for TaxLink installation

Internet Connection:

  • Stable broadband connection for sync processes

Software Dependencies:

  • Latest versions of BigTime and Lacerte software
  • ODBC drivers compatible with your system

Note: Ensure all system updates are applied to maintain compatibility and performance.

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