Table of Contents

TaxTools WorkShop freezes on startup

Eric Updated by Eric

Problem

TaxTools WorkShop freezes on startup. A spinning hourglass appears and doesn't go away. Clicking on the window may change the color to white and it says it's non-responsive and crashes.

Causes

Cause 1: Anti-virus or firewall is interfering

Solution
  1. Install the latest version of TaxTools WorkShop from the download page.
  2. If the problem persists, consider making an exception for TaxTools WorkShop in the security software.

Cause 2: Help Widget

In normal operation, the Help Widget appears in the lower-right hand corner of the program and provides access to a variety of knowledge base articles, such as this one. Potentially, it could cause the program not to start if the underlying Windows requisites aren't present.

Solution
  1. Open the user.config file in a text editor. See Locate the user.config file for editing.
  2. Hit CTRL+F and input ShowHelpOverlay to find that setting. Set the value to False.
  3. In the same way, find IsHelpOverlayAllowed.
    1. If it is found, set its value to False.
    2. If it is not found, add the following immediately after the ShowHelpOverlay setting:
      <setting name="IsHelpOverlayAllowed" serializeAs="String">
      <value>False</value>
      </setting>
      So that the text reads:
  4. Save the file.
  5. Launch TaxTools WorkShop. If it still is freezing, the problem may be caused by something else. Try a different solution or call tech support at (800) 343-1157 and send your error log file. See View and send error logs..
  6. If the freezing issue is solved, the Help Widget will no longer appear. Use help.taxtools.com to access Knowledge Base articles that the widget would normally be used to provide access to.

Cause 3: Invalid Network Path

Solution

  1. Open the user.config file in a text editor. See Locate the user.config file for editing.
  2. Find the setting for PathNetRootForNetClient.
  3. Use File Explorer to navigate to the path displayed between <value> and </value>. Can File Explorer navigate to it successfully? If yes, the problem might be caused by something else. Try another solution.
  4. If File Explorer can't navigate to the path, find the RunType setting and change the value to Standalone. Save the file.
  5. Launch TaxTools WorkShop and switch to Network mode. See Switching Between Single-User Mode and Network Mode, ensuring the program is pointed to valid path.
  6. If the program still freezes, call tech support at (800) 343-1157 and send your error log file. See View and send error logs.

How did we do?

Licensed software is stuck in demo mode

Troubleshooting internet connectivity

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