# Can't retrieve new files in client manager

**URL:** <https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994>\
**Category:** TaxCycle General\
**Tags:** client-manager\
**Created:** [February 16, 2025, 5:44pm UTC](https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994 "2025-02-16T17:44:01Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![Stargazer](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/stargazer/32/1766_2.png) [@Stargazer](https://www.protaxcommunity.com/u/Stargazer)\
**Post date:** [February 16, 2025, 5:44pm UTC](https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994/1 "2025-02-16T17:44:02Z")

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I run TC on nas and haven’t changed anything in the set up since we opened in 2020.

For about the last month, when I create or carry forward a new file, it doesn’t show up in client manager and isn’t included in quick searches after I save/close it.  
–I can open it via the Recent tab until it drops off that list.  
–I can open it the long way by going through explorer.  
–If I just type the last name into the search for returns box, nothing.

If I carry forward a file, it won’t show up until I reindex. New files aren’t included.

I’ve looked at everything I can think of. Nothing has changed that I can see.

I’ve gone into the mmc menu to stop/restart the snap in thing and reindexed the files half a dozen times now.

The one thing I didn’t do was reset the database before re-indexing it. I can’t find that in the [taxcycle.com](http://taxcycle.com) help topics, so am unclear what exactly that would do.

One other odd thing that may or may not be related, my new/CF files all have Preview for Review only watermarked on them. My licenses are updated. On my partner’s computer, that isn’t there. When I open files he created, it isn’t there. Everything else above also happens on his computer.

Any ideas what I should try next?

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**Author:** ![Arliss](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/arliss/32/52_2.png) [@Arliss](https://www.protaxcommunity.com/u/Arliss)\
**Post date:** [February 16, 2025, 8:11pm UTC](https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994/2 "2025-02-16T20:11:12Z")

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Try running through the steps here.

> **[Run Client Manager as a Network User](https://www.taxcycle.com/resources/help-topics/client-manager/client-manager-setup/run-client-manager-as-a-network-user/)**
>
> If TaxCycle files are stored on a different computer, it is possible to grant the Client Manager access to those files.

I have to follow this procedure when I have downloaded an update rather that wait for the “automatic update”. I too am running off of a NAS. Looks like you may have went through this but just in case this is what I follow.

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**Author:** ![Stargazer](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/stargazer/32/1766_2.png) [@Stargazer](https://www.protaxcommunity.com/u/Stargazer)\
**Post date:** [February 17, 2025, 6:36pm UTC](https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994/3 "2025-02-17T18:36:17Z")

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Thanks, unfortunately, none of that has worked.

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**Author:** ![pugs1](https://sea2.discourse-cdn.com/flex016/user_avatar/www.protaxcommunity.com/pugs1/32/65_2.png) [@pugs1](https://www.protaxcommunity.com/u/pugs1)\
**Post date:** [February 17, 2025, 6:56pm UTC](https://www.protaxcommunity.com/t/cant-retrieve-new-files-in-client-manager/9994/4 "2025-02-17T18:56:29Z")

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I would call Taxcycle support