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Troubleshooting the Client Manager

Updated: 2018-01-02

If you're having trouble with the Client Manager, the following list will help you troubleshoot any issues. If you can't resolve them yourself, please call or email us and we will be happy to assist.

  1. Run the setup wizard again. Go to the File menu and then click on Options. On the left side of the dialog box, expand TaxCycle and then click on Client Manager. On the right side of the box, click the Setup Wizard link. For instructions, see "Re-open the Client Manager setup wizard," below.
  2. Is the Client Manager server on the same network as the workstations? In smaller offices without a domain, sometimes the server appears on a public network while the workstations are on a private network. When this happens, the two cannot see each other and the Client Manager will not work. This design is meant to prevent the Client Manager from responding to requests from potentially insecure sources (for example, when you are on public Wifi).
  3. Are you running a firewall? The setup wizard automatically sets up the server to pass through Windows firewall. However, if you're running a third-party firewall (such as Symantec Firewall), you may need to grant permission for the server to accept incoming requests.  Check with your firewall on how to do this. The server application that needs access is called TaxCycleService.exe and is located in the same folder as the TaxCycle.exe. The default firewall rules are applied to private and domain networks only. Incoming request from public sources are blocked by default.
  4. Check your monitored folders. If you're the server is running on one machine and other computers can't open the files on that machine, it could be because the path is not valid. It should be a UNC path, for example \\server\folder, and not a mapped drive (T:\folder). The Client Manager must also have permissions to access those folders. See the Indexing and monitored folders help topic and Run as a network user help topic.
  5. Are the files on a different computer than the Client Manager server, or on a Network Attached Storage (NAS) device? If so, the Client Manager needs permission to access that device. Please review the Run as a network user help topic.
  6. Restart the server. Go to the File menu and then click on Options. On the left side of the dialog box, expand TaxCycle, expand Client Manager, and then click on Server. On the right side of the box, click the Restart button. For more information on starting and stopping the server, see the Indexing and monitored folders help topic.
  7. Reindex the database. This clears all database records and recreates the index. Go to the File menu and then click on Options. On the left side of the dialog box, expand TaxCycle, expand Client Manager, and then click on Start an index. On the right side of the box, click the Index Now button. To learn a more, see the Indexing and monitored folders help topic.

Re-open the Client Manager setup wizard

If you choose not to set up the Client Manager when you first run TaxCycle, you can re-open the Client Manager setup wizard:

  1. If you are on the Start screen, click on Options in the blue bar on the left. If you have a file open, go to the File menu, then click on Options. 
  2. Expand TaxCycle and select Client Manager on the left. 
  3. On the right, click the Setup Wizard link. 

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View Client Manager log files

If we ever ask you to send us the log files from your Client Manager:

  1. To open options, go to the File menu, then Options. Or, if you are on the Start screen, click Options in the blue bar on the left. The settings below are accessible from section on the left-hand side of the Options dialog box.
  2. On the left side of the dialog box, expand TaxCycle and click on Client Manager.  
  3. On the right side of the box, click the View log files link to open the folder on your computer where the log files are saved.
  4. Find the most recent log file, or the log files from the day where you saw the problem, and send them to us. 

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