L Cotra Posted January 15 Report Posted January 15 (edited) Has anyone experienced ATX 2023 issues after installing ATX 2024? The software freezes when printing to PDF or inserting PDFs into returns, and the only way to exit is through Task Manager. I’ve been in contact with tech support for five days, but I’ve yet to receive a callback from a specialist as promised. After 20+ years of using ATX, the decline in support is concerning, and I’m considering alternative programs for the future. Suggestions??? Edited January 15 by jklcpa Fixed my typo in the title 1 1 Quote
BrewOne Posted January 15 Report Posted January 15 I just did a 2023 return with 2024 installed on the same computer--had no issues. With regard to support, I have not heard of any software program where the support is improving. I base my choice on the quality of the software I'm using and if it is compatible with my brain. I am amused each year when ATX posts their phone hours for tax season but doesn't give you the phone number. 2 2 Quote
L Cotra Posted January 15 Author Report Posted January 15 Brewone, "Customer service isn’t just a part of the business — it’s what keeps it running. Sooner or later, companies will realize that cutting corners on customer support comes with a much heavier cost." Quote
jklcpa Posted January 15 Report Posted January 15 10 minutes ago, L Cotra said: Brewone, "Customer service isn’t just a part of the business — it’s what keeps it running. Sooner or later, companies will realize that cutting corners on customer support comes with a much heavier cost." WK CCH doesn't care, and customer support has been awful ever since Glynn Willett sold the business. The reason this unofficial forum exists is because the company closed down the official forum on April 11, 2007 because some of the more outspoken users were complaining about the program, leaving users without any means of support or help. That is how little it cares about its customers. 5 Quote
jklcpa Posted January 15 Report Posted January 15 5 hours ago, L Cotra said: Has anyone experienced ATX 2023 issues after installing ATX 2024? The software freezes when printing to PDF or inserting PDFs into returns, and the only way to exit is through Task Manager. I’ve been in contact with tech support for five days, but I’ve yet to receive a callback from a specialist as promised. After 20+ years of using ATX, the decline in support is concerning, and I’m considering alternative programs for the future. Suggestions??? Back to your problem, maybe something changed in your system recently that is causing this. Do you know when the issue started? Maybe the topic below may help, and if you search the general chat forum for "freeze" "freezing" "crash" or "lockup" and sort by date, you will get more topics that may have something useful. 1 Quote
BulldogTom Posted January 15 Report Posted January 15 11 minutes ago, jklcpa said: WK CCH doesn't care, and customer support has been awful ever since Glynn Willett sold the business. The reason this unofficial forum exists is because the company closed down the official forum on April 11, 2007 because some of the more outspoken users were complaining about the program, leaving users without any means of support or help. That is how little it cares about its customers. Don't hold back Judy, tell it like it is..... Tom Longview, TX 3 1 Quote
mcb39 Posted January 15 Report Posted January 15 We are so fortunate to have each other. I could easily count on one hand the number of times I have had to call support and the first time I ever called, I was assisted by William Tasker. Remember him? Which, once again, reminds us of how much we all owe Eric. 4 Quote
Slippery Pencil Posted January 16 Report Posted January 16 On 1/15/2025 at 11:40 AM, L Cotra said: After 20+ years of using ATX, the decline in support is concerning, and I’m considering alternative programs for the future. Support has sucked the 24 years I've used this program. 20 years ago the tier 2 support was good once you were able to get transferred to them after 3 hours on hold or they called you back after 4 days, but the fact that you had to deal with tier 1 for an hour or two knowing full well they wouldn't be able to solve the problem was atrocious. 1 1 Quote
Abby Normal Posted January 16 Report Posted January 16 I used chat support today and the first tier joined the chat in less than 2 minutes. They quickly realized that my issue with a 1065 was beyond them and handed me off to a higher tier person, and we created a case in short order. I was able to override my way around the issue, which was good because the tech said it would take several days to resolve a 1065 calculation error. The error is on the 1065 K1 Cap Acct Summary tab. What it's doing is adding twice the amount of cash contributions entered on Sch K of the 1065 to current income instead of subtracting it once. 3 1 Quote
mcb39 Posted January 17 Report Posted January 17 Thank you. I will need that information shortly. This board is the absolute BEST. 3 Quote
GLJEANNE Posted January 21 Report Posted January 21 On 1/15/2025 at 4:45 PM, mcb39 said: We are so fortunate to have each other. I could easily count on one hand the number of times I have had to call support and the first time I ever called, I was assisted by William Tasker. Remember him? Which, once again, reminds us of how much we all owe Eric. OMG Marilyn, I hadn't thought about him in years, but yes, I remember him fondly!! Back when it was just a small company in Maine, and support was great. 4 Quote
Margaret CPA in OH Posted January 21 Report Posted January 21 We did, indeed, sent that BBQ picnic and received a huge thanks and photo. Those folks were the epitome of customer service and tech support. "The good 'ol days..." 3 Quote
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