Before calling Technical Support

Before you call ProSeries Technical Support, try the following:

Check the "Common questions about ProSeries".
Go to the area of ProSeries in which you are having trouble (for example, the EF Center if you’re having trouble with electronic filing). Click the Quick Answers button on the toolbar, then browse the frequently asked questions. See "Getting Quick Answers to your questions".
Check the relevant on-screen help in the Help Center (as explained in "Getting help from the ProSeries Help Center"), including the following:
ReadMe information for what is included in the latest release. See "ReadMe Information"
This User’s Guide for information about using ProSeries. See "Finding information in the ProSeries User’s Guide"
Tutorial videos for information on specific features. See "Tutorial Videos"
Tax Help for detailed information about the tax form and field you are on. See "Tax Return Help"
Cross Reference for information about how a field is calculated. See "Cross-Reference"
Check the ProSeries Quick Reference Guide.
Search for an answer at ProSeries Technical Support’s Web site:

www.proseries.com/support/search.shtml

Browse for an answer at ProSeries Technical Support’s Web site:

www.proseries.com/support/browse.shtml

For top support questions, go to:

www.proseries.com/support/ty02/faqs/top_sup_ques.shtml

Check My ProSeries by clicking any of the choices in the My ProSeries area of the ProSeries.com pages.
Check for Overrides and remove them as needed. See "Overriding the calculation of a field"
Run Final Review and correct any errors. Be sure to select all options, including Errors and Omissions and Diagnostics. Run Final Review again to double check for errors. See "Reviewing your clients’ returns"
Make sure your computer meets the system requirements for ProSeries. See "Computer system requirements"
Check how much free space is on your hard disk. If you need to free up space, back up any non-essential data files to external storage media, then delete those data files from the hard disk. If necessary, uninstall any unneeded programs.
To optimize your hard disk for maximum performance, run the Windows Scandisk and Disk Defragmenter monthly.
Get the latest ProSeries updates. See "Ways to update ProSeries tax products"
Shut down all other applications.
Restart your computer.
If the problem involves a program file on your hard disk, uninstall ProSeries (as explained in "Uninstalling ProSeries products"), then reinstall the software from the ProSeries CD. Reinstalling the program does not affect your client data files. See the ProSeries Quick Reference Guide for installation instructions.
Install ProSeries on another computer. See the ProSeries Quick Reference Guide for installation instructions.

Tip:

To be safe as you’re working, save a client’s tax return frequently when you are entering data, and be sure to make backup copies of your client files on floppy disks or other storage devices. Both procedures can reduce the amount of data that you lose if you experience an unexpected computer problem or a power failure.

When you call Technical Support

When you call ProSeries Technical Support, be sure to:

Have your Intuit customer number in front of you (it is printed on your packing slip).
Be at your computer with ProSeries running, and open the client data file that you are having trouble with. (We can't help you as efficiently if you are working with a printed copy of a return.)
If you are getting an error message, have the error message on your screen or written down word for word.
Know your system configuration and have that information in front of you (for example, your CPU speed, operating system version, disk space available, type of network, etc.).
If you are calling because your client received a letter from a tax authority, have a copy of the letter in front of you.

When you're ready to call Technical Support, see "Contacting ProSeries Technical Support"

www.proseries.com