Cannot open or email a password-protected PDF using the Firm Password

NOTE: This is not applicable if your firm has not configured a Firm Password in 2025 Lacerte for opening password-protected PDFs.

Clients using Lacerte 2025 have reported two related issues concerning password-protected PDFs:

1. When attempting to open a password-protected PDF that was printed from the Lacerte 2025 program (e.g., via Print Tax Return > Client Copy > Password Protect PDF), the Firm Password is not working.
2. When using the "Email password protected PDF" feature, the email program does not launch, preventing the PDF from being sent.

Root Cause:

These issues were caused by a corrupted Firm Password setting within the Lacerte 2025 program. The Firm Password is configured under Settings > Primary Options > Setup tab > PDF Password Options.

Resolution:

This issue has been resolved in a Lacerte 2025 program update released on 2/12/2026.

Workaround and Recommendation:

If a return was printed to a password-protected PDF using the corrupted Firm Password in TY25 Lacerte, the password will not work.

Action Required:

Reset the Firm Password

1. Navigate to Settings > Primary Options > Setup tab > PDF Password Options > Firm Password.  Note: Only users with the Admin role are authorized to modify the firm password.
2. Delete and then reenter the firm password.
3. Click OK to save the changes.
4. Going forward, the saved firm password will work for returns printed to a  password-protected PDF.

Reprint password protected PDFs: Any client returns previously printed to a password-protected PDF before completing the above steps should be reprinted to PDF. This action ensures that the corrected password is applied to those files.

• Alternative Access: To open an affected PDF without reprinting, users can use the client's last 4 digits of their SSN or EIN + 5-digit zip code as the password.