How to resolve internet or connectivity errors in Lacerte

This article explains what to do if, when trying to connect online with Lacerte (e-file, internet updates, email, REP, etc.), one of the following errors is triggered:

• "Data Transfer Was Interrupted"
• "Internet Error 10113: Permission Denied"
• "Internet Error 11004"
• "Internet Error 10054"
• "Internet Error 12002"
• "Internet Error 12028"
• "Internet Error 12029"
• "Internet Error 12032"
• "Internet Error 12031: Connection with the server has been reset"
• "Connection Error 10061: Connection Refused"
• "Connection Error 10057: Unable to Establish Connection"
• Any other internet-related errors

Common causes of the errors are:

• Antivirus security software and hardware firewalls
• Internet connection issues such as a network timeout when trying to communicate with the server

If the Lacerte connection recently worked:

1. Try restarting the computer (and, if possible, power down both your router and modem, then power on the modem followed by the router) and try the connection again. 
2. If the connection still fails, more than likely a security software update is blocking communications.
   • After trying each series of steps below, retry the connection. If the issue continues to occur, move on to the next set of steps.

A firewall or antivirus software is blocking communications.

See Firewall and antivirus software configuration for Lacerte.

Internet Explorer doesn't have TLS 1.2 encryption enabled

1. For Windows 10, open the Control Panel.
2. Select the Network and Internet option.
3. Select Internet Options in the main pane.
4. In the Internet Properties window, select the Advanced tab.
5. Scroll down and check the box for Use TLS 1.2.

For Internet Explorer 8.0 or prior: Open Windows>select the Tools menu>Internet Options>select the Advanced tab>scroll down and check the box for Use TLS 1.2.

Total file attachment size is too large

1. This error message can occur if the tax return has PDF attachments that exceed the file size limitations.
2. The attachment size per PDF is limited to 1.5MB, for a total limitation of 32MB.
   • In other words, you can have as many 1.5MB attachments as needed, but the combined size of the attachments can't exceed 32MB.
3. While 32MB is the maximum combined size, you could experience issues transmitting the EF return at around 20 MB.
   • If you are having difficulty transmitting an EF return with attachments that are ~20 MB in combined size, we recommend reducing the size of the PDFs.
     • If you have PDFs created from scanned documents, you can reduce their file size by scanning in black and white/grayscale or monochrome and by reducing the DPI (dots per inch) when scanning.
       1. Remove attached PDFs from the return.
       2. Reduce the size of the PDFs by re-scanning them in B&W at 150-300dpi.
       3. Attach the new PDFs and e-file the return.

Rename the Communication Queue folder

1. While in the Lacerte Tax program, press the F10 key.
   • On some keyboards, the F Lock key must be pressed first.
2. Scroll down the list and take note of the Option Path.
3. Close the program.
4. Browse to that option path in your Windows (C:) drive in File Explorer.
5. Right-click on the Queue folder and choose Rename.
6. Type in QueueOld and press Enter.
7. Relaunch Lacerte and try the operation again.

May be set to block communication to the Domain Name Servers (DNS)

These steps may be relevant even if Internet Explorer isn't your default or preferred web browser.

1. Open the Control Panel.
2. Select the Network and Internet option.
3. Select Internet Options in the main pane.
4. In the Internet Properties window, select the Security tab.
5. In the Trusted sites section, click the Sites button.
6. In the Add this website to the zone: field, enter the addresses below.
   • Press Add to the right after typing the address in the field provided.
     1. *.lacertesoftware.com
     2. *.intuit.com
     3. *.intuit.net
     4. *.lscsoft.com
     5. *.quickbase.com
7. Make sure the box at the bottom, Require server verification (https:) for all sites in this zone, is NOT checked and click OK.
8. Relaunch Lacerte and try the operation again.

Increase your browser's timeout setting

Your browser's timeout setting may be disconnecting too quickly. To change the timeout setting, you must modify the Windows Registry.

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

To increase the Internet Explorer time-out setting:

1. Exit all applications.
2. On your keyboard, press Windows key and R.
3. In the Run prompt, type regedit and click OK. This will open the Registry Editor.
4. Using the folders on the left, browse to and select the following:
   1. HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings.
   2. In the right side pane, double-click an entry called ReceiveTimeout and change the value to 480000 (decimal).
      • If ReceiveTimeout doesn't exist, right-click in the right side panel, point to New and click DWORD Value. Name the new entry ReceiveTimeout and repeat step 4.
5. Close the Registry Editor and restart the computer.
6. Retry the operation again after your computer has been restarted.

Data Execution Prevention (DEP) configuration

1. Right-click on the (My) Computer icon (or type This PC in your system search bar) and select Properties.
2. Click on the Advanced system settings tab.
3. Under the Performance section, click on Settings...
4. Click the Data Execution Prevention tab.
5. Select Turn on DEP for essential Windows programs and services only.
6. Click OK to restart the computer.

Verify or grant user rights to the Lacerte Tax Program

1. On the server computer, type This PC in the system search bar and double-click Local Disk (C:).
2. Right-click on the Lacerte folder and select Properties.
3. In the Properties screen, select the Security tab.
4. Highlight the user ID in the section labeled Group or user names and check the box for Full Control. (See image below).
5. If the user ID doesn't appear in the list, click the Add button, locate the user ID to add, and then click OK.
6. In the bottom section labeled Permissions for (user ID), check the box for Full Control in the Allow column.
7. Click Apply, then OK.
8. Click OK in the Properties window.

If the issue persists, reboot the computer into safe mode and try to connect again.