My Profile software is freezing when I save a return, I have to close out of the software manually and then my information isnt saved

One of our people is have the exact same problem. Every time she tries to save (save button, file - save, control - s) Profile freezes solid (will not do anything). She has to use task manager to end the program and nothing is saved. 

Having same issue. Also freezing when trying to efile an authorization.

any ideas what it could be?

Hi, 
For ProFile freezing when saving ,try going to Options > Environment, File tab. Uncheck the Save Prompt check box. This is a workaround.
This issue is under investigations. Unfortunately this issue is hard to reproduce since it does not happen to all ProFile users.
I apologize for the inconvenience

Hi, 
For ProFile freezing when saving ,try going to Options > Environment, File tab. Uncheck the Save Prompt check box. This is a workaround.
This issue is under investigations. Unfortunately  this issue is hard to reproduce since it does happen to all ProFile users.
I apologize for the inconvenience

I started to have exactly the same issue since yesterday, and I spent 1 hour with support desk today. They directed me to try everything, including re-install the entire Profile. The issue was resolved for a few hours, and I started to get the same issue all of a sudden now. I tried the way you described to uncheck "save prompt" box - now it doesn't freeze when I save the return. However, it seems that cloud backup notification window no longer pops up. Does that mean cloud backup is not completed? Thank you.

Hi,

If you do not see the box at the bottom right of the screen stating back up was successful, the file was not backed up. 
I f you cannot use the workaround, try a clean uninstall / reinstall, instructions are here. 

I apologize for the inconvenience

I have the same problem. Has it corrected for you? This happened after I completed and efiled a family of 4. Now that it hasn't saved everything is gone. Is there a way to get the info back as it has all been efiled?

Hello Duncan,

So this happened to me after I had completed a return for a family of 4. After all of them had been e-filed. So now their entire returns didn't save. But they are completed at CRA. Is there a way to get that information back into the software? Or do I have to re-enter everything but I won't have to e-file completion code or the accepted notification in the software. Will that cause an issue next year when I do the carry forward?

Thank you,

Chris. 

You can follow the comment sent on March 2 above to uncheck the box for backup.  But as per my next comment on March 3, cloud backup function would have been disabled by doing so.  However, it resolves the freezing issue at least.

The freezing seems to have stopped, however the return info was all lost. Not sure if it will cause an issue next year when I go to carry the return forward.

Hello Chris,

you can check in the backup directory under the tax year, you might be able to re-open the backup copy.  If you have to re-enter the data, even if you dont have the EFILE confirmation number it wont matter for the carry forward.

I checked the back up folder and it didn't save the return either. I will ask them to bring in the folder I gave them and re-enter the return. Does that have to be done before carrying it forward?

Chris. 

Hi again, next year , when you want to carry forward the return, you just need to make sure that the tax file is there for 2022 with all info to be carried forward in the tax file. The confirmation number is not required to carry forward a file

Is there a fix for this issue.  I have the same issue in 2023.5 and 2024.0

Are you also saving to Backup to cloud when saving a return ?

Negative, I do not use the cloud function, only local saves.

For ProFile freezing when saving ,try going to Options > Environment, File tab. Uncheck the Save Prompt check box. This is a workaround.

This works but it is not sustainable for my workflows and business practices as I can no longer lock the files and update the status of the files within the firm

I see that you used the chat line, could you please contact an  expert by phone and they will be able to investigate further 1-800-452-9970

Thanks

Mario

This is a FYI - I had the same issue back to the beginning of 2023 when I prepared 2022 tax returns, as you can see from my previous posts above. It was resolved after I unchecked the box for cloud backup, and I only did backup on my local drive.  After certain updates, I did not have this issue again in 2024, and I also checked the cloud backup box again - everything works fine now.  I would suggest you contact the supporting team to re-install Profile on your device. There is a possibility that the issue has been resolved in the updates. Thanks.