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CaseWare Support Policy

Products: Audit, Financials, Working Papers,

It is CaseWare’s goal to provide clients with innovative products of the highest quality. To enable us to continue to improve our world-leading software, it is important that we only support a limited number of versions at one time; typically, the current shipping and one prior version. New features and enhancements, patch releases, hotfixes, techn...

Updated:
May 31st, 2019

Affected version(s):
All versions

Question In Working Papers 2018 and 2019, Sage 50 Canadian Edition 2020 isn’t listed in the import dialog. Does Working Papers support imports from this version? Answer Yes, Working Papers 2018 and 2019 support imports from Sage 50 Canadian Edition 2020. To perform the import, you must first complete the following prerequisites for your version of...

Updated:
Nov 08th, 2019

Affected version(s):
Working Papers 2019, 2018

Issue After updating to Working Papers 2019, or installing the hotfix to the 2018 version, importing data from Sage 50 Canadian Edition 2019.1 still converts the engagement’s reporting year-end date to 1999. Solution In the Import dialog, ensure you select version 2019.1, rather than 2018 - 2019.0.

Updated:
Aug 08th, 2019

Affected version(s):
Working Papers 2019, 2018

Issue Since upgrading to Working Papers 2019, PDFs look blurry when opened in the Working Papers internal image viewer. However, they are clear when viewed in an external viewer (such as Adobe Reader). Solution The Amyuni image viewer used by Working Papers does not function correctly in Windows 7 environments. To restore PDF quality in the interna...

Updated:
Jul 18th, 2019

Affected version(s):
Working Papers 2019

Issue Working Papers 2019 fails to install on a Citrix/Terminal Server due to an Install Shield compatibility issue. This is a known issue with Windows Server. The installation does not proceed beyond the Windows Installer Coordinator dialog. Solution You must either perform a silent installation of Working Papers, or temporarily disable RDS Compa...

Updated:
May 31st, 2019

Affected version(s):
Working Papers 2019

Issue When I open a Cloud file that hasn’t been accessed for over 120 days, I receive the error, “Unable to create synchronized copy, file version could not be determined.” The file does not open. Solution The first attempt to open the inactive file triggers the reactivation process. After receiving the error message, try opening the file again. A...

Updated:
Feb 26th, 2019

Affected version(s):
Working Papers 2017.00.245 and earlier

Issue Importing data from Sage 50 Canadian Edition (2019.1) to Working Papers converts the engagement’s reporting year-end date to 1999. Solution Download and install the hotfix from MyCaseWare. Note: This issue has been fixed in Working Papers 2019.

Updated:
Jan 03rd, 2019

Affected version(s):
Working Papers 2018

Troubleshooting SmartSync Network Issues

Products: SmartSync, Working Papers,

If your organization is encountering network issues that affect SmartSync performance, attempt the following troubleshooting methods to help determine the cause. Test and monitor key applications and network connections Active monitoring can provide insight into network performance on key interfaces, and can alert you when conditions begin to decli...

Updated:
Aug 01st, 2019

Affected version(s):
All versions of Working Papers with SmartSync

Issue CaseView stops responding after closing a document. This issue affects touchscreen workstations using Windows 10, build 1607. Solution Update to Windows 10, build 1703.

Updated:
Nov 28th, 2018

Affected version(s):
Windows 10 (Build 1607), Windows Server 2016 (Build 1607)

Issue Users cannot export data from QuickBooks 2018 to Working Papers when QuickBooks 2019 (Release R3P) is installed on the same workstation. If you attempt to export data, you will receive the error, "SDK Account Error: 0x80004003". Solution Ensure there is only one version of QuickBooks installed on your workstation, then update your copy of Qui...

Updated:
Nov 19th, 2018

Affected version(s):
Working Papers 2018

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