cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements
aric
Level 1

New Install of quickbooks 2019, consistent crashes due to 2 missing files

Currently experiencing intermittent crashes after updating from 2018.

In particular the missing files appear to be: FactsEngineConfig.xml and QBAccessPointsConfig.mcm
I've manually checked the location as noted in the Log https://pastebin.com/SpMgW12x and the files are indeed missing on all work stations. I've attempted to reinstall quickbooks on several computers, and have found consistent replication of the issue. All computers in the office are running the latest update available, and I've tried downloading the installer again in case of corruption. I've also checked if these files exist/ed within the 2018 filepath, on both a workstation with the 2019 update applied, as well as one that was never updated from 2018.

Has anyone found a fix for this?

5 Comments 5
LauraAB
QuickBooks Team

New Install of quickbooks 2019, consistent crashes due to 2 missing files

Hi aric,

 

Great job with the troubleshooting you've done so far and narrowing down what's missing. Since this is happening on multiple computers and with multiple tries, I'd like for you to call our phone support team to go through the install process with an agent. They'll be able to take you through step-by-step and even use a screen share session to make sure things are going as they should. The good news is, if you're still within the 12 months of registering your QuickBooks 2019, installation support is free of charge. Learn more by reading the Intuit QuickBooks Desktop software support policies

 

Two other troubleshooting steps you can take before calling in are processes called a Clean Install and a Super Clean Install. The Super Clean install is to be used as a last resort for when things really don't seem to want to right themselves any other way, so please try the Clean Install process first. Our agents can also go over how these processes work with you if you'd like more information first.

 

The number to dial is 1-877-772-9158. Pro and Premier support lines are open 24/7. Enterprise and ProAdvisor support can be reached Monday to Friday between 9 a.m. and 8 p.m. ET.

 

Take care!

aric
Level 1

New Install of quickbooks 2019, consistent crashes due to 2 missing files

Thanks for getting back to me so quickly Laura, I've already followed the super clean install procedure(plus a couple added layers of purging) via a Virtual machine and still haven't been able to get hold of the files in question. I'll try calling in and see if they have anything more potent or are able to provide a direct transplant of the 2 files :D

LauraAB
QuickBooks Team

New Install of quickbooks 2019, consistent crashes due to 2 missing files

You're really on the ball! Whatever the case is, I'm confident our agents will help you figure out the next steps to take so you can get back to using the program without it crashing. :)

aric
Level 1

New Install of quickbooks 2019, consistent crashes due to 2 missing files

Just got off the phone, they're currently unable to diagnose errors from logfiles, have to wait for it to happen again in a few days so they can remote control the computer and read the printed error code instead.

LauraAB
QuickBooks Team

New Install of quickbooks 2019, consistent crashes due to 2 missing files

Thanks for keeping me updated with what's happening. I recommend saving regularly as you're entering data and creating backups while we're still working with you to resolve these crashes. I don't want you to lose any of your work. I'd like to note as well that our agents shouldn't be remote controlling your computer, with only a few exceptions. In those cases, we would always gain customer consent and be clear about what we're doing. It's important to us that you have control of your company file, your computer, and the process being taken. When you're speaking with a phone agent, feel free to ask questions about this process.

Need to get in touch?

Contact us