Axcess Stability & Constant Crashes
Tax, Document, Workstream all constantly crash multiple times a day. Not only does this cause data input issues, wastes valuable time, causes constant frustration, it also holds our computers captive while it crashes allowing no other work to be performed.
Please fix your software and do better QC, otherwise our renewal will be just like the software... (Not Responding)
Is adobe broken again? Now when trying to view an invoice giving me an error, "There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again." What the heck?
"Acrobat failed to connect to a DDE server"
So I am happy to report that a member of CCH reached out to me with a resolution that finally worked for the Adobe problems... it's under their knowledge base at https://support.cch.com/kb/solution/000105646/000105646
Attached to that article is an API file you can copy/paste into the specified directory... for basically our entire office that worked like a champ, and we no longer need to have both Acrobat and Reader installed simultaneously to get Axcess to work.
Michael Butler commented
@Andy Johnson...I feel your pain. We're still dealing with the fallout. It seems to be the gift that keeps on giving. Why this stuff isn't caught during QA/QC is perplexing to me, or the test plan has been inadequate, but reporting is huge and should be tested thoroughly, rather than having end users perform what feels like a 'beta test' on production code releases.
I'm at a loss... for FOUR WEEKS IN A ROW we have had to uninstall/reinstall Acrobat Reader on EVERY WEEK because either an update from CCH breaks it or an update from Adobe breaks it... I'm honestly at a loss here.
REPORTS down?? we've experienced delays/crashing/non completion of reports since CCH 'up'date this past weekend. Anyone else having this issue? We have heard that CCH knows it is an issue and is working on it. But we've seen no communication. Has anyone seen any communication.
My experience so far with AHA - is that the response time is very slow. And also - I don't see how I can see even my OWN open items on AHA. Whenever I click on it in Axcess - it just opens up to a new idea, and I don't see any prior items or CCH responses.
Also - we can not see others ideas/concerns.
Since the Support for CCH is so slow - we often rely on this to see if others are having the same issues. Without that knowledge and the limited CCH communication - we would all have to bog down the CCH 'support' for the same issue - and all wait individually for any communication.
Please respond to above.
Thank you for your feedback.
The 2019 tax program and roll forward application is available with the release (2019-1.0) posted yesterday. If you do not have access to 2019 this is a licensing issue.
Please contact Customer Support and they will assist with your firm licensing.
We are transitioning away from this Feedback Forum to a new one called "Aha!" that can be accessed from the Dashboard. Here is the link https://cchproducts.ideas.aha.io/ideas/new. Please use the new forum going forward.
@Shana Thanks. I was around in April/May and is was an absolute mess - I agree. I was just saying people have taken this thread and ran with it so it seems to have random things every once in a awhile. Thanks again.
Shana Baker commented
@Jenn. I believe you can adjust your settings so you don't get as many emails. You can opt out of updates and new comments. I think the request is based on the fact there are no user groups or ways for customers to communicate when there is an issue or even to share experiences or learnings. If you were around in May, you know how important that is. if you are not interested, opting out of the emails is certainly an option.
Why are we discussing a Facebook page on Axcess Stability and Constant Crashes? No offense but I get enough emails from this thread!
Shana Baker (Shana Haas Baker) commented
I can create a FB group. Message me or email me and I will add you
Cortney Chastain commented
Someone needs to create either a FB group or a LinkedIn group...XCM has them...just saying...:)
Yes - there is ZERO support. I don't have answers to your questions. - but want to get a DIALOG GOING how this platform for us to contact each other is now being silenced. -and replaced by AHA- IDEA - which in my expereience so far - they take 2+ weeks to get back to you and respond with a NO ANSWER-answer. However - that is EXACTLY what support does.
But without FEEDBACK forum - where does that leave us for information/support. - since we can't get it from cch.
I feel like I get better information on this thread than on the support site, anyone know when we can rollforward returns to 2019 in Axcess Tax? I just installed Version 2019-1.0 that was released today and saw the release notes mentioning the new 1040 and assumed I could start on 2019 today. Wondering if this is a bug or if I have to wait til January 5th, 2020 for 2.0 to come out and start rolling forward returns and update the code for our programs that interact with Axcess Tax. I asked the Virtual Assistant about it and she hilariously responded that the current version is 2018-3.5 and was released 6/2/2019 and the next release should come out 6/23/2019.
Just another wasted day waiting for reports that take forever to generate. Thank you Axcess.
Jonathon Luken commented
Agreed the thing i dont get is they can use the DEFAULT pdf viewer in windows and skip this adobe stuff from the get go...
Yeah so here's the order of events as I understand it...
For everyone running Adobe Acrobat DC (you know, the paid for version) an update on the week of November 10th broke CCH's ability to open invoices using Acrobat, so now the "fix" is to download Adobe Reader (the free version) *even if you already have acrobat* and then reboot so that you can view invoices.
Then, this week (week of November 17th) Adobe released an update for Reader that broke this functionality AGAIN so now we're having to go back and uninstall then re-install Adobe Reader on all the machines again...
Here's a fun thought: how about CCH use some kind of open source module that can render PDF's without the need to involve Adobe AT ALL?
Here's some good examples of server-side PDF renderers that are open source and free for CCH to use should they feel so inclined... https://ourcodeworld.com/articles/read/226/top-5-best-open-source-pdf-generation-libraries-for-php
Iain Howe commented
Similar problem here. Getting the "Invalid plugin detected" when trying to print invoices. Opening other PDFs directly from Document, etc. seems to work. It's only happening when we try to print invoices. Maybe there'll be a fix when the new 2020 Practice software rolls out? ...fingers crossed...
Renee Carnell commented
So they "fixed" the problem with viewing invoices by making us install Adobe Acrobat Reader (even though we have Adobe DC Pro). Now, I'm back to no longer being able to view invoices because there is a problem with the Plugin. Here is the message I get: "Invalid plugin detected. Adobe Acrobat Reader DC will quit." If it's not one thing it's another with this. More time wasted .
Crashed two times in 30 minutes...It's not like its month end or anything. It is remarkable how unstable this platform really is.