Has anyone been able to contact support

[mrichman333]

So I have not been able to get through to support. I have been listening to music on the phone for about minutes.

What is going on????

Anyone else having problems???

[joanmcq]

What's your issue? There is likely an answer here or on the official ATX board.

[Richcpaman]

_Yes,

_{My experience yesterday? On hold for 2 hours. Had a nice young lady finally answer the phone, she listened to me describe the problem, she said let me check on things, she put me on hold and 5 minutes later I was disconnected....}

_{Wow. Thanks.}

_{What's my problem?}

_{After I install the software on my computer, the host of ATX for my peer to peer network, when I run the workstation install from another workstation, it does not recognize the same "client file" on the workstation. So, if I have 4 clients in the "master" file, on the workstation, I have none. I can reference the 2011 client file with all clients on the workstation and roll them over, but they do not hit the "master" file.}

_{So, everyone is an island....}

_{Nothing on "the *non*-knowledgebase. Unless I want to install the 2008 or earleir program it seems....}

_{We shall see what happens...}

_RIch

[Guest Taxed]

If I can make an observation, most of the issues relate to Network installations especially Peer to Peer. My friend is a systems guy and he told me several years ago that Microsoft software really does not handle Peer-Peer networks because the main business installation of Networks are Client-Server.

When i was running Win 98, I tried a peer to peer Network but after Win 2000 I have been on Client Server.

Is there any particular business reason that you guys prefer Peer to Peer networks??

[FedupCPA]

Last Thursday I was on hold for 40 minutes before I got someone. We were on the phone for close to an hour and a half while she tried to fix my problem. In the course of getting to know each other, LOL, she was told by a co-worker at ATX that they had over 400 calls still in the queue!

[cnccpas]

easy answer to this question and will probably repeat it for every problem.

1. Somebody felt smart and switched to the Raven database system using .net. Basically a total overhaul of the program. Notice they separated the "Payroll" returns from the program? They are still using the old ATX engine and the program is perfectly fine.

2. The raven database is a document-based database and apparently in ATX is using UNC mapping for running the program which causes massive amounts of unnecessary network calls and packet congestion. UNC mapping has been on Microsoft's kill list for years as it is also easily exploited. Those fam with how a particular Intuit product took performance hits when they began using the file monitoring agent (aka license checker) were also victim to this. Since opening a QBW file over a network connection was horrendously slow compared to prior years. It's all in the database calls, SEND, ACK, RCV, that good stuff. However you look at it, UNC mapping is one of the most ill-thought ways to run a program and is an insult to any IT professional. If it was the preferred way of accessing data why has UNC program access been on the security zone block from the OS for years? H-E-L-L-O? There is a reason Microsoft does this.

3. Another thing, the Raven Database is coded to use the Application Data folder under All Users in non Windows 7 and 8 OS, a BIG NO-NO. Notice to all cloud-based backup users, CARBONITE IS NOT BACKING YOUR ATX DATA!!! Windows 7 and 8 users will find their ATX data in the hidden System Data folder off their C: drive, since the true user data folders are system access only and no users can touch. Again, CARBONITE will not seek this out. This is what causes so many multi-user issues too.

4. Simple comparison of 2011 to 2012.

2011 Time to open up the program for the 1st time, search a client name, open the return and see it on the screen, 20.8 seconds.

2012 Time to open the program - 52 seconds

2012 Time to search the client by last name - 1:30 not included 2 prior failed attempts (program crash)

2012 Time to open the same return after the first initial time (don't count rollover time). 3:45 minutes.

Simply don't see how the wool was pulled over somebody's eyes in the conference room when somebody proposed this. Unless it involves a cheaper developer software license or the leftover crap from that other tax program they recently bought. Great job though, took a good program and ruined it.