Sharing this kind of information is exactly why I feel like we created this
distribution list all those years ago.
As a result of an acquisition I now work at a 2,600+ employee firm with over
seventy offices from New Mexico to Florida across the southern United States.
We receive help desk tickets every single day from every office that uses CCH
Axcess Tax complaining of issues ranging from ‘everything is incredibly slow’
(ten+ minutes to calc a return at times) to ‘the application is randomly
crashing.’ If you thought at any point the issue was your bandwidth, your
configuration, your hardware or some of your other software interacting with
the Axcess client and causing these troubles I think I can definitively say
that is not the case.
Simply put it seems that CCH still hasn’t gotten this product ready for prime
time as so many of you have already pointed out. When the second week of March
hit is when the problems really began and it’s no doubt a capacity issue on
their servers. Sadly CCH also knows all of us are a somewhat captive audience –
only Thomson Reuters produces a product that competes with their tax software.
So our options are continue using Profx Tax on-prem, which would be a huge
hassle to migrate back to, or migrate to Thomson’s cloud based product which we
have heard exhibits some of the exact same issues.
I appreciate the candid feedback everyone has provided here, our professional
and internal IT staff are as frustrated as yours and it’s very validating to
hear that our internal IT department has very little control over the CCH
Axcess user experience even though we kind of knew that already through
rigorous testing and metric tracking. I just wanted to throw my hat in the ring
with you all letting you know ‘no it’s not you’ and also thank you for your
contributions to this discussion!
Many thanks,
Johnathon Templeman
CRI IT
From: CPAGeeks@xxxxxxxxxxxxxxx <CPAGeeks@xxxxxxxxxxxxxxx> On Behalf Of Jennifer
Bogart
Sent: Wednesday, April 10, 2019 6:21 PM
To: CPAGeeks@xxxxxxxxxxxxxxx
Subject: RE: [CPAGeeks] Anyone else experiencing CCH Axcess performance issues?
We are seriously considering moving off of Axcess after this tax season as a
result of the performance issues we’ve had with it this year. The number of
hours we’ve wasted as a firm due to extremely slow loading times, crashing and
other technical errors (not to mention the time spent trying to resolve the
issues with CCH support) is staggering. Especially at a time when everyone is
already working so hard and has so much to do. Our professional staff are
really frustrated and upset right now.
Jennifer Bogart
GoldsteinEnright Accountancy Corporation
18 Crow Canyon Court, Ste 370
San Ramon, CA 94583
Ph (925) 552-8200
Fx (925) 889-2222
Email: jbogart@xxxxxxxxxxxxxxxxxxxx<mailto:jbogart@xxxxxxxxxxxxxxxxxxxx>
Web:
www.GoldsteinEnright.com<https://nam03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.goldsteinenright.com%2F&data=02%7C01%7Cjtempleman%40cricpa.com%7Caa415bd7daab47d2edaa08d6be02e44f%7Ce5d9164ac8ce46bf93046752ffcb7e2f%7C1%7C0%7C636905316981552397&sdata=DEvl5ebfLjWihi9FNW4Y%2F6lY9Pl%2BQFVX4uvzZAnorLg%3D&reserved=0>
This communication and any accompanying documents are confidential and
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is strictly prohibited. Moreover, any such disclosure shall not compromise or
waive the attorney-client, accountant-client, or other privileges as to this
communication or otherwise. If you have received this communication in error,
please contact me at the above email address. Thank you.
From: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
[mailto:CPAGeeks@xxxxxxxxxxxxxxx] On Behalf Of Michael Butler
Sent: Wednesday, April 10, 2019 2:48 PM
To: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
Subject: RE: [CPAGeeks] Anyone else experiencing CCH Axcess performance issues?
I’ve always wondered about the scalability of the Axcess platform and how many
new customers are being onboarded, are they scaling this appropriately…I
suspect the same, CCH Axcess systems are oversubscribed. Some of our issues are
likely related to our poor ISP, lack of sufficient bandwidth at some offices,
latency, etc… We’re switching ISPs at the end of the month, but it appears CCH
has some major issues as well since we’re all experiencing similar performance
issues.
Michael Butler
Director - Information Technology
KBF CPAs LLP
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Suite 250
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949.529.3915 - Direct
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From: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
<CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>> On Behalf Of
Jennifer Bogart
Sent: Wednesday, April 10, 2019 2:36 PM
To: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
Subject: RE: [CPAGeeks] Anyone else experiencing CCH Axcess performance issues?
We have been having awful problems across our entire firm with Axcess. It
started two weeks ago, improved a bit last week, then got even worse starting
Monday morning this week. Everyone is repeatedly getting kicked out of Axcess,
getting messages that “The Server is taking longer than expected to connect”
and having to completely reboot their computers once or twice a day to even be
able to get back into Axcess.
We have multiple tickets open with CCH, but they haven’t been able to come up
with a good solution for us. Personally, I don’t think they have the capacity
to handle the number of users they now have on the Axcess platform, so we’ve
all suffering as we get closer to the deadline. We had some problems with
slow-downs last year, but nothing like what we’re experiencing this year.
Jen
Jennifer Bogart
GoldsteinEnright Accountancy Corporation
18 Crow Canyon Court, Ste 370
San Ramon, CA 94583
Ph (925) 552-8200
Fx (925) 889-2222
Email: jbogart@xxxxxxxxxxxxxxxxxxxx<mailto:jbogart@xxxxxxxxxxxxxxxxxxxx>
Web:
www.GoldsteinEnright.com<https://nam03.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.proofpoint.com%2Fv2%2Furl%3Fu%3Dhttp-3A__www.goldsteinenright.com_%26d%3DDwMFAg%26c%3DeuGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM%26r%3Dpm_Zp2aVGEd01iEvh6QTHVkZ4mMNqdbOlnidD2fNjX4%26m%3DReymBrhNoGCItxA8L3SNkG2eiATn_DmUEUzNNMNk-2M%26s%3DTn_9i4QKzVQJNBUaKZfYfJCI1ye2TFNMuwai5qv4Hbg%26e%3D&data=02%7C01%7Cjtempleman%40cricpa.com%7Caa415bd7daab47d2edaa08d6be02e44f%7Ce5d9164ac8ce46bf93046752ffcb7e2f%7C1%7C0%7C636905316981562406&sdata=hFtypdhHMaduXQk7SUZYy8k0Q2nPkxNBM2%2FLqtbARwo%3D&reserved=0>
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waive the attorney-client, accountant-client, or other privileges as to this
communication or otherwise. If you have received this communication in error,
please contact me at the above email address. Thank you.
From: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
[mailto:CPAGeeks@xxxxxxxxxxxxxxx] On Behalf Of Michael Butler
Sent: Wednesday, April 10, 2019 2:28 PM
To: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
Subject: RE: [CPAGeeks] Anyone else experiencing CCH Axcess performance issues?
I guess I’m not crazy as CCH just updated their application status with the
following for Axcess Tax:
CCH Axcess Tax
[Available]
Some CCH Axcess users have reported slowness/errors. Please see KB 99928 for
information. Last Updated: 04/10/2019 04:15:00 PM CST
[cid:image003.png@01D4F037.185729A0]
The CCH Knowledge Base article they reference in the above note is this one
(we’ve seen some of the ‘Business Logic Layer errors’ reported in this KB):
Performance issues involving slowness and Business Logic Layer errors within
the CCH Axcess™
Program.<https://nam03.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.proofpoint.com%2Fv2%2Furl%3Fu%3Dhttps-3A__support.cch.com_kb_solution_000099928_Slowness-2Dwithin-2Dthe-2DAxcess-2DProgram-3Fq-3DProblem-5FResolution-5FArticle-5FType-5F-5Fkav-26language-3Den-5FUS%26d%3DDwMFAg%26c%3DeuGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM%26r%3Dpm_Zp2aVGEd01iEvh6QTHVkZ4mMNqdbOlnidD2fNjX4%26m%3DReymBrhNoGCItxA8L3SNkG2eiATn_DmUEUzNNMNk-2M%26s%3DPgtjE-eM4poxGI8t5s7J4gCnrqO4ZivQDyH2E393Fu8%26e%3D&data=02%7C01%7Cjtempleman%40cricpa.com%7Caa415bd7daab47d2edaa08d6be02e44f%7Ce5d9164ac8ce46bf93046752ffcb7e2f%7C1%7C0%7C636905316981562406&sdata=Vc6wNhwTXBRH5b9nA0uFckkaP56TBEs41pvNSzjNYhU%3D&reserved=0>
Performance issues involving slowness and Business Logic Layer errors within
the CCH Axcess™ Program.
· Article Type:
· Problem Resolution
· Last Modified:
· 04/10/2019
Symptoms
Slowness within the CCH Axcess Program or Business Logic Layer errors
Environment
CCH Axcess™
Cause
N/A
Resolution
Some CCH Axcess Tax users have reported slowness and/or errors within the
solution. Please refer to these troubleshooting tips:
1. If you or someone within your firm created or were in progress of
creating a return and you noticed the data wasn’t captured. Please check this
by :
a. Open return
b. When you open the return, if prompted to recover from Autosave, then you
should proceed to recover
c. Click OK to save return
1. If you or someone within your firm created or were in progress of
creating a return and you noticed the data wasn’t captured, and you were not
prompted to recover from Autosave, please contact support to identify if an
Autosave file is available.
a. If an Autosave file is available we will process the restored return.
b. If they open the return and they were not prompted to recover from
Autosave and there is not an Autosave file available, the customer will have to
re-enter the data
2. For those customers getting the error: "System Error: Business Logic
Layer Exception RTN Service Error," when opening a return in Axcess
a. Unlock the return:
· Select the return in Return Manager
· Click Home > Unlock > In-Use
· Exit all CCH Axcess applications
· Open Return Manager
· Open the return that was previously unlocked
· If there is still an issue with the return, repeat steps 1-4 to
unlock the return and proceed to the next section to recover the return
a. Recover a saved version of the return:
· Select the return in Return Manager
· Click the Utilities tab above the Ribbon
· Click Recover, in the Maintenance section
· Select a row for the day and time to recover the return to
· Click Recover
Additional Information
N/A
Michael Butler
Director - Information Technology
KBF CPAs LLP
[A close up of a sign Description automatically generated]
400 Spectrum Center Drive
Suite 250
Irvine, CA 92618
949.529.3900 - Office
949.529.3915 - Direct
714.914.7257 - Cell
949.529.3979 - Fax
mbutler@xxxxxxxxxx<mailto:mbutler@xxxxxxxxxx>
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From: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
<CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>> On Behalf Of
Michael Butler
Sent: Wednesday, April 10, 2019 12:39 PM
To: CPAGeeks@xxxxxxxxxxxxxxx<mailto:CPAGeeks@xxxxxxxxxxxxxxx>
Subject: [CPAGeeks] Anyone else experiencing CCH Axcess performance issues?
Anyone else experiencing CCH Axcess performance issues?
We’re getting various reports of CCH Axcess crashing randomly. I suspect it may
be because the Axcess servers are getting busy, perhaps overloaded at times due
to high activity, so not responding to app requests in a timely manner, and it
being 4/10.
The crashes don’t seem specific to a module or function, I hear it’s happening
in Axcess Tax, Axcess Practice, etc… where the app just crashes out.
CCH has an application status (ie:
https://support.cch.com/appStatus/<https://nam03.safelinks.protection.outlook.com/?url=https%3A%2F%2Furldefense.proofpoint.com%2Fv2%2Furl%3Fu%3Dhttps-3A__support.cch.com_appStatus_%26d%3DDwMFAg%26c%3DeuGZstcaTDllvimEN8b7jXrwqOf-v5A_CdpgnVfiiMM%26r%3Dpm_Zp2aVGEd01iEvh6QTHVkZ4mMNqdbOlnidD2fNjX4%26m%3DcFryaI4h7y1JlqkOB21PL1x5jdo0le0eoEgPChk_zFw%26s%3D72BwPEMf9Extrr6Xd3-voBphBOe8HD3tHdzXk9vsi2I%26e%3D&data=02%7C01%7Cjtempleman%40cricpa.com%7Caa415bd7daab47d2edaa08d6be02e44f%7Ce5d9164ac8ce46bf93046752ffcb7e2f%7C1%7C0%7C636905316981572415&sdata=e4%2BPmscE0SRSS0l4R%2Fcu1A8xtsNdm2%2Bbdu5JxC%2F3Wew%3D&reserved=0>)
that indicates ‘All systems normal’, but I know from past experience this app
status isn’t always accurate, or updated in a timely fashion.
Michael Butler
Director - Information Technology
KBF CPAs LLP
[A close up of a sign Description automatically generated]
400 Spectrum Center Drive
Suite 250
Irvine, CA 92618
949.529.3900 - Office
949.529.3915 - Direct
714.914.7257 - Cell
949.529.3979 - Fax
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Johnathon Templeman
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