Try these troubleshooting steps.
Restart the 2025 return: Go to File > New Tax Return.
Manual "Open": Instead of letting the software search, click Browse and manually select the 2024 file.
Cross-Check with 2024 PDF: If it still fails, they should open their 2024 Notice of Assessment (NOA).
The Capital Loss balance is listed on the NOA.
The Vehicle CCA (UCC) balance is on "Area C" of their 2024 T2125 or "Statement of Business Activities."
If the issue persists, contact our product support by phone so they can screenshare and investigate.
