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Intuit

Solutions for when QuickBooks stops working

Learn how to resolve issues that cause QuickBooks Desktop to stop working.

Did you get an error when opening QuickBooks Desktop? Or maybe you didn't get an error, but the program is frozen? There could be several possible causes:

  • Your company name may be too long
  • You may have a damaged or missing QBWUSER.INI file
  • You may have corruption on your hard drive
  • Your program files or QuickBooks Desktop installation may be damaged
  • You may have a damaged Windows operating system

We have solutions to help you resolve the issue.

QuickBooks Desktop has stopped working pop-up after opening

Solution 1: Use the QuickBooks Install Diagnostic Tool (QBInstall Tool)

The first step to resolving this issue is to download and use the QuickBooks Install Diagnostic Tool.

  1. Download the QuickBooks Install DiagnosticTool.
  2. When prompted, save the file to the local Desktop.
  3. Close any open programs and run the QBInstall Tool. The tool can take up to 20 minutes to run completely, depending on your internet speed and computer's performance.
  4. Restart your computer after running the tool to ensure the components are properly updated.

Solution 2: Restart and Temporarily Disable your Anti-virus Program

Sometimes, this issue is caused by a conflict with your anti-virus program, and can be resolved by disabling your anti-virus software.

  1. Restart your computer.
  2. Open QuickBooks Desktop.
  3. If the error persists, temporarily disable your anti-virus.

Refer to your anti-virus software's help documentation or consult an IT professional for steps on how to disable your anti-virus program.

Solution 3: Rename the QBWUSER.ini file

If your QBWUSER.ini file is damaged or missing, the error may be resolved if you rename the QBWUSER.ini file.

Note Renaming the QBWUSER.INI file erases the list of your previously opened company files. You will need to re-open your company file manually.

To rename the file:

  1. Open the folder where the QBWUSER.ini file is saved:  \Users\[Your user name]\AppData\Local\Intuit\QuickBooks [year]
    If you can't see the folder, you might need to enable hidden files and folders.
  2. Right-click the QBWUSER.ini file and select Rename.
  3. Add .old at the end of the file name (as in QBWUSER.ini.old).
  4. Rename the EntitlementDataStore.ecml file.
  5. Reopen QuickBooks Desktop.

If the program opens after you rename either QBWUSER.ini or EntitlementDataStore.ecml, try opening a sample company file.

If the sample file opens, but you can't open your own company file, copy the file to a different folder and open it from there. (Preferably a local folder instead of a network location.) If you can open the company file from a different location, the problem might be coming from a damaged folder or folder permissions.

If you can't sign into your file even after that, your company file is most likely damaged. Try restoring an earlier backup of that file instead.

If you can't open the sample company file or QuickBooks won't even start, the actual QuickBooks installation is damaged.

Solution 4: Reinstall using Clean Install

A Clean Install completely removes QuickBooks installation files and folders from your computer. This process is necessary when QuickBooks Desktop function is damaged. (See Reinstall using a clean install for detailed instructions.)

Solution 5: Create a new Windows Admin User

If your Windows installation is damaged, you may need to create a new Windows Admin User. (See Create a user account in Windows for detailed instructions.)