New Mexico Child Support - Customer Support

Frequently asked questions:

1. Current Version:  The current version of the program is 2010.  The program was first released in late May, 2010.

2. I can't find my CD and need to install the program to a new computer:  Most customers first obtained their program on line and never had a CD.  So it's not really lost.  A CD is no longer necessary.  Existing licensed customers of Version 2010, who wish to install the program to a new computer can download and reinstall the program from this web site. There is no charge.  Scroll to the bottom of this screen where there is a link that will take you to where you can download Version 2010. 
    
   If you only have a single computer license, you should first make arrangements to pay the extra $29 for a multi-computer license.  Click here to purchase the multi-user license. 
    

3. Where can I download the current version (Version 2010)?  Scroll to the bottom of this screen where there is a link that will take you to where you can download Version 2010.  The usual assumption here is that  you have already purchased a license to use Version 2010 of program, you already have your Activation Code, and now you need to install or reinstall Version 2010 to a new or different computer.  If you have not yet purchased Version 2010, you first need to make financial arrangements and get a new Activation Code.
    

4. How can I change the name that prints on program generated reports?   [Answer]
    

5. How can I get a copy of my Activation Code?  [Answer]
    

6. Everything needed to know about Activation Codes: [Answer]
    

7. Is there a charge for installing the program on more than one computer? Yes.  There is a $29 charge for a license to allow you to use this program on all of the computers used in your professional practice.  [The licensing terms for Legal Math are not the same.  Please see the Legal Math customer support pages to read about those different terms.]
   
   If you wish to install the New Mexico Child Support program on more than one computer, you will need to purchase a multi-computer license for the copy of the program you already own.
    

8. Are there any written instructions for the program? [Answer]
    

9. Where are my client data files?  And how do I move them to a new computer? [Answer - PDF file]
    

10. Electronic Filing:  The program does not have its own proprietary method of creating a PDF file.  Rather, it depends upon your having Adobe Acrobat or a similar PDF creating program properly installed.  The Acrobat program required is the "real" Adobe Acrobat, not the free Acrobat "Reader".  The "real" Acrobat program is available at software stores everywhere.  It is also available mail order from many places.  Also, there are several good free programs that can create PDF files directly from the Child Support program so Child Support worksheets can be electronically filed.
     
    With Adobe Acrobat properly installed, you will see Acrobat (or Acrobat Distiller or Acrobat Writer) on your list of printers.  The concept here is that Windows will "see" Acrobat as being one of your attached printers.  You will be "printing to Acrobat."  The effect is to create a PDF file rather than a paper document.
     
    Be sure to specify a location for saving your PDF file where you will be able to find it later when you need to e-file or email it to the court or to your client.  For example, you could create a separate folder named "PDF Files".  This folder can be used to store all PDF files created by your Adobe Acrobat program. Alternatively, on a case by case basis, you can specify a client data folder as the location for a particular PDF file.  Just be sure that you know how to find that file when it comes time to do something with it.
     

11. Program gets a result that is not the same as result from some other person's program.
     

    1. Wrong version:  You may not be using the most recent version of the program.  The most recent version is Version 2010.  You can tell which version you are using by clicking on About on the menu at the top of the introduction (the screen with the photograph).  Additionally, there is a date in the lower right corner of the introduction screen.  This date should be 2010 or later.  Be sure the most recent version of the program is installed on your computer.  It is not uncommon for a licensed user to find they are accidentally using an older version even though the user's office has purchased the newest version.  Be sure the icon used to activate the program is named Child Support 2010.
        

    2. Child Care Credit:  There are several options a program user can set that will have an effect upon the child care credit.  You have your child care options set differently than the other user, and thus you may be getting a different result for the child care credit.  The lower the credit, the higher the recognized child care expense, the higher the calculated child support.  There are many Help screens within the program which explain the child care credit and which explain how the program calculates the credit.
        

    3. Data Entry Differences:  Possibly there are data entry differences (a.k.a. operator error).  The easiest way to find differences is to compare Worksheets line by line.  This is a common problem that can often best be discovered by having a third party look over the two Worksheets.  Same income.  Same number of children.  Same Basic Support Amount from the Guidelines Table.  Same number of 24 hour days if over 126.  Same party having most 24 hour days.  Same amount of child care.  Same party paying the child care expense.  Same child care credit options being used.  If both parties are using the same version of the program, and if all the same numbers are used by both parties, it is not possible to get different results. 
        

12. How can the program be used to calculate child support when the parties share time 50/50?  Answer: The program always needs to know which parent has the most 24 hour days.  The closest it can come to 50/50 is 50.14/49.86.  The child support statute is structured in such a way that "most 24 hour days" is the trigger for who pays whom.  Also, 365 divided by two is not an even number.  The difference is almost always just a few dollars.
     

13. Why isn't the child care credit calculated when the child care expense is paid by the parent with the fewest 24 hour days? [Answer]
     

14. How can the program be used to calculate Split Custody (where one parent has at least one child most of the time and the other parent has at least one child most of the time)  You need to do two worksheets, one for the situation as it exists in each household.  Be sure to split out the Health Insurance and other expenses applicable to the children in each household.
     

15. Program gets Error Message: "Can't find a necessary file ..."  [Answer - PDF file] 
     

16. Program gets Error Message: "Run-time error '339:  Component vp3270.ocx or one of its dependencies not correctly registered: a file is missing or invalid ..."  [Answer - PDF file]
     

17. Program gets Error Message: "There has been an error in trying to display the opening screen.”
    This message may then be followed by a message telling you that the program is “not finding certain necessary program files.”  [Answer - PDF file] 
     

18. Program gets Error Message: "There has been an error in trying to display the opening screen.” (Same message as above but different issue)  This message may then be followed by a message telling you that the program is “not finding certain necessary program files.”  [Answer - PDF file]
     
     

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Where are the Instructions?

An Instruction file has been copied to your computer to a “sub folder” in the same folder to which the program has been installed.  This folder will be c:\program files\child support\instruction files if you installed the program to the folder suggested to you by the Setup process.  

The Instruction file is saved as a PDF file.  This Instruction PDF file is easily available from the Child Support folder that will be on the Programs menu.  This will be available after clicking Start on the Desktop.

Some of the instructions can also be read by clicking on the little "Info" buttons which are topically and tastefully placed throughout the program. They look like this:   (Although the Info buttons may sometimes be yellow instead of green.)

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Activation Code and Name Change Explained

When does one need an Activation Code?  

An Activation Code is needed when the program is first installed. The Activation Code is a unique set of numbers that will only work when matched to your name. The Activation Code for Version 2010 must end "2010".  If it doesn't end "2010" it is for an earlier version or for a different program, and it will not work.

Law firm Name Changes: 

If your name changes, you probably do not need to obtain a new Code. 

Once the program has been activated using the original name, you can change the original name used by the program without getting a new Code -- if the new name contains a reasonable portion of the original name.  Otherwise you will need to get a new license and a new Code to match the new firm name.  Once the program has been activated, you will need to exit the program, restart the program, and proceed to the name change screen where you can enter the changed name.

What is the Activation Code for?

The Activation Code requirement keeps the program from being used by too many unlicensed, unauthorized program "borrowers".

Is the Activation Code needed when a program is updated?

If the program being installed is not a "substantial" update to a program previously licensed, there will probably be no need to enter the Activation Code if the program update is installed to the same computer where the original program is to be found.  A substantial update (one for which you need to pay) will require a new Activation Code.  A "substantial" update will have a different Version number.  The Activation Code for Version 2008 must end "2008".  If it doesn't end "2008" it is for an earlier version or for a different program, and it will not work.

Where can a program Activation Code be found or obtained?  

Existing users: If you already have a license to use the program, you can run an existing occurrence of the program and find the activation code  by clicking Registered Owner / Change Name of Registered Owner on the top line menu of the first screen (photo screen).  The number is also available by clicking About on the top line menu.  The Activation Code for Version 2010 must end "2010".  If it doesn't end "2010" it is for an earlier version or for a different program, and it will not work.

Alternatively, look for your Activation Code either: (1.) On the paper sent to you when you first purchased a license; (2.) In an email sent to you when you first purchased a license or (3.) On a print out of the web page that was furnished to you when you first purchased a license.  (Good luck!)  [If all else fails you can get a copy of your Activation Code on line through this web site.]

New users: If you are a new user, a new Activation Code can be obtained by making payment arrangements, either by phone or through this web site. 

Why doesn’t my Activation Code work? 

Be sure you have typed your name exactly as the name appears on the document sent to you when you first purchased the program.   The Code is "matched" to your licensed name.  If your name changes, you probably do not need to obtain a new Code. Once the program has been activated using the original name, you can change the original name used by the program without getting a new Code -- if the new name contains a reasonable portion of the original name.  Otherwise you may need to obtain a new license and a new Code.  See "Law Firm Name Changes" above.

Another reason why your Activation Code does not work might be that you are using an older code with a new program or a new code with an older program.  You get a new Code every time there is a new version.  A common error is to install an older program from an older CD, and then try to activate it with a code for the newer version.  Most customers have acquired the program by downloading it from the web site, and there is no CD.  If you have a CD for an older version, get rid of it now.  The Activation Code for Version 2010 must end "2010".  If it doesn't end "2010" it is for an earlier version or for a different program, and it will not work.

Please see the Section above titled "Where can a program Activation Code be found or obtained" for some suggestions as to finding the right code for the right program.

Endings and Introductory Phrases:

In most cases, your Activation Code will work with your name or your law firm name even if you add a phrase to the beginning such as "Law Office of …" or "The Law office of …" or if you add a phrase to the end such as "P.C.", "LLC",  "& Associates" , "Attorney at Law", "Jr."  These few examples are just a few of the possibilities. Try adding whatever you want to see if it works. If not, call or write for assistance.

Warnings and Provisos:

If a law firm dissolves and a former associate, partner or shareholder changes the name from within the program, that person should be the one who is entitled to continuing ownership of the license to use the software. Separate licensing and financial arrangements will need to be made with other former associates, partners or shareholders before they can begin using the program.

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Child Care Credit Explained

The Credit is calculated only for the parent having the child “most of the time.”   Only the parent having “custody” of a child for a longer time than the other parent is entitled to the credit under the tax code. (Not my rule. No whining, please!)

If you insist on calculating the credit for the "non-custodial" parent, then: (1) tell the program that custody will be with the "non-custodial" parent, (2) make a note of the net child care expense for that parent, (3) shift custody back to the correct parent, (4) make a note of the net child care expense for that parent, too,  (5) click the red "Child Care Credit Options" button and set the program so it does not calculate the credit for this case, (6) enter the net child care expenses for each parent.

To confirm the accuracy of the program's credit calculations, see IRS Form 2441 and its related Instructions.  You will see that the tax credit is only available to the parent having the child most of the time.

Having your client's child care expense reduced by the federal tax credit is a penalty in terms of determining child support.  Don't be so anxious to see your client "get the credit" when calculating child support.

I need to download the current version (Version 2010) of the New Mexico Child Support program.

Click here to download Version 2010 of the New Mexico Child Support program.

It won't do you any good to download the program unless you have already purchased or intend to purchase the program. The program requires a unique activation code to become operable.  This code is available only after payment arrangements have been made.