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Level 1

QB Desktop Pro 2020 crashes when help is opened

I installed QB Desktop Pro 2020 with Payroll on my Windows 10 64 computer for the first time in November.  It seemed to install correctly, but it crashes every time I press help or support.  I am afraid to enter data now or use the program.  I was on the phone a total of 5 hours with 2 different support people with 0 results. They said that they would turn it over to programmers and that an update would be coming.  That was early December and still crashes.  I have run all the updates and repair tools and have done at least 4 clean installs.  My computer seems to work fine otherwise.  Does anyone have a solution?  Intuit doesn't.

14 Comments
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Moderator

QB Desktop Pro 2020 crashes when help is opened

Thanks for making it here, RCM45.

 

I appreciate you for sharing your experience when using the QuickBooks Desktop Help feature. This isn't the kind of service we want you to feel and I want to make sure this gets resolved.

 

I see that you've already contacted our QuickBooks Support regarding this issue. However, knowing the steps you've taken and its results, I recommend calling them again for follow-up investigation. Your situation requires an intensive assistance from our technical team. They have the special tools that can help conduct a through investigation so they can come up with a permanent fix.

 

Check out this article for instructions on how to reach us out: Contact Support.

 

It would be best to have your reference number handy so it would be easier for the support to know the next troubleshooting steps that needs to be performed.

 

Feel free to drop me a reply below if there's anything I can help you with. Wishing you all the best!

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Level 1

QB Desktop Pro 2020 crashes when help is opened

In the procedure you supplied to get help the instructions said to open the QB program and chose help to go to support.  When I did the program crashes.   I called the support number and gave the person my case number from early December.  The response was that they don't have a solution, but are still working on it.  It has been almost four months.  I paid almost $300 for the software.  This needs to be quickly resolved, one way or another.  As a new user, I can't learn the program without the help and support functions.  I do not trust any program that crashes.  In the last four months I have updated the program countless times hoping that a fix had finally been done.  I have always been disappointed.  What can be done?

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QuickBooks Team

QB Desktop Pro 2020 crashes when help is opened

Hello, @RCM45.

 

I'd be glad to provide information with the Help option not working. 

 

My records indicated that there still is an ongoing investigation. Since you mentioned that you have been attached to the investigation, you'll receive an email update when this issue is resolved and will be properly working again. 

 

Our engineers are still working on a permanent fix for this issue. Once you've contacted us and a permanent fix is available, rest assured it'll automatically apply in your account. 

 

Thanks for your patience while we're continually working on this issue. If you have any more questions, please don't hesitate to comment below. Have a good one!

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Level 1

QB Desktop Pro 2020 crashes when help is opened

On Monday QB Help started working properly and worked yesterday.  This morning(Wednesday) when I entered QB it did an update.  After the update QB Help crashed as before.  What happened?

Highlighted
QuickBooks Team

QB Desktop Pro 2020 crashes when help is opened

Thanks for the follow-up, @RCM45.

 

Did you receive any error messages when your QuickBooks crashed? These are the possible reasons why QuickBooks Desktop crashes:

  • The company name may be too long.
  • A damaged or missing QBWUSER.INI file.
  • A corrupt hard drive.
  • The program files or QuickBooks Desktop installation may be damaged.
  • A damaged Windows operating system.

To correct this error, let's run the Quick Fix my Program from the QuickBooks Tool Hub. Here's how:

  1. Close QuickBooks, then download the QuickBooks Tool Hub file.
  2. Once done, open the file (QuickBooksToolHub.exe) and follow the on-screen instruction to install.
  3. After that, double-click the icon on your Windows desktop to open the tool hub.
  4. Select the Program Problems, then Quick Fix my Program.
  5. Reopen QuickBooks.

Let me know if you see any error messages. You can provide me the details or a screenshot by leaving me a Reply.

 

I'll keep an eye out for your response. I'll talk to you soon!

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Level 1

QB Desktop Pro 2020 crashes when help is opened

The QB program runs and opens, but crashes when the Help menu or Support menu are chosen.  Please read the thread from the beginning.  It worked for two days, until it did an update this morning.  None of the procedures you suggested has worked.

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QuickBooks Team

QB Desktop Pro 2020 crashes when help is opened

I appreciate that you've been keeping us posted, RCM45.

 

I can see that you've done the steps provided by my colleagues and contacted us as well. I suggest getting in touch with us again so we can open another case for your and look into further updates of the previous investigation we had.

 

There's another way on how to contact us:

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact
  2. Select QuickBooks Desktop and Continue as a guest
  3. Click Pro or Premier and in the first step, select the Solving Issues & Error Messages > Upgrade and Update Issues
  4. Select the Start a Message button in the step 2 section. 

My colleagues and I are always here to help you. You can leave your reply if you need anything else. Take care!

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Level 1

QB Desktop Pro 2020 crashes when help is opened

I did as you suggested in the previous post and corresponded with someone about my issue without resolving it.  She told me to call support again.  I was on the phone most of the afternoon again.  They wanted to start the whole process over again.  I have been on the phone a total of close to 9 hours since November and keep getting referred to different people that want to do the same thing again.  I have been told that the engineers are working on a solution and will get back to me.  I was to to check the Quickbooks community and to research the help database without finding a solution.  This has gone on since November without resolution. I am new to Quickbooks and cannot learn the program without the Help and Support working.   Is this the result that should be expected with Quickbooks software?  I have been told that since it has gone on so long I cannot get a refund.  The support caused the delay, not me.  Who can solve the issue?

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Level 2

QB Desktop Pro 2020 crashes when help is opened

I'm having the same problem and I have followed the instructions from your thread.  I've never had this type of issue with QB and I've used it for several years now.  QB Team really needs to fix this fast.  I'm with you, I'm afraid to enter anything for fear of losing it all.  Sadly, I have to use the program anyway because there is nothing else that has worked for my unique business.  I'd like to know when they have a fix too.  This is ridiculous.

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Moderator

QB Desktop Pro 2020 crashes when help is opened

Thanks for joining the thread, @mistev82.

 

I can see the urgency of getting this resolved. Since you've completed all the steps to fix this concern, yet the error persists, I recommend reaching out to our Customer Care Team. They have additional tools that will help investigate this further.

 

You can check out this link for ways on how to connect with us: Contact Support.

 

Moreover, I don’t like to leave you empty-handed, you'll want to visit our Community Help Articles hub in case you need some related articles in managing your account.

 

If you need further assistance, leave a message in the comment section. I'm always here to help. Have a wonderful day!

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Level 1

QB Desktop Pro 2020 crashes when help is opened

I have been waiting since December for your engineers to solve the problem.  This program is useless with the help and supports features.  I first had case # [Removed by Moderator] and then case #[Removed by Moderator].  I was told months ago that they were concerned and working on it and would get back to me with a solution.  Evidently the engineers know no more than I do.  I paid over $300 for a useless program and was delayed in getting a refund by support telling me they were working on it until the time ran out.  Is no one with Intuit concerned enough to reply to me?

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QuickBooks Team

QB Desktop Pro 2020 crashes when help is opened

Hi there, RCM45.

 

We had to remove the case number that you've shared to protect the security of your account. The Community is a public forum and everyone can see the details that you've shared.

 

I've also checked our records and I can see that the investigation about the Help menu is still open. We'll definitely notify you as soon as the issue is resolved.  

 

I would also recommend reaching out to our chat support teams with regards to your concern about the refund. They can pull up your account check the status of your refund. Here's how to reach out to them:

 

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Desktop, then click Continue as guest.
  3. Click Pro or Premier.
  4. Select QuickBooks Orders and Management, then select Customer Account Management Portal.
  5. Scroll-down a little bit and click Start a Message.

Visit us again in the Community if you have other questions. 

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Level 1

QB Desktop Pro 2020 crashes when help is opened

Its September 26, 2020 and I still don't have a solution for a problem I've had since November 2019.  If you review the thread, you'll see that I did everything that support suggested and stayed on the phone for hours.  All I've heard is that the engineers are working on it.  I'm not the only one with the problem.  I've not been contacted by Quickbooks in months.  What is going to be my solution?  Junking Quickbooks?  You strung me along with promises of a fix so long that you wouldn't refund my purchase price.    From the post I've read, Quickbooks crashing for various reasons is a major problem.  I see version 2121 is now available.  Has the problem been solved in the update and if so, shouldn't you give me a free upgrade, since I bought Quickbooks Desktop Pro 2020 with payroll in November 2019, and have never been able to use it.  It is useless without Help.

 

HELP

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QuickBooks Team

QB Desktop Pro 2020 crashes when help is opened

Hi there, @RCM45.

 

Thanks for reaching back to us. As of this moment, the investigation in regards to this concern is still ongoing. This is the reason why our support team hasn't emailed you yet. 

 

I can see how you many times you've contacted our phone support, however, I recommend reaching out back to us again. This way, they can provide you the details about the free upgrade that you're asking. 
 
To know more about the latest and improved features available in QuickBooks Desktop 2021, you can check out this article: What's new in QuickBooks Desktop 2021.

I'm always here to help if you have any other concerns or questions. Just tag my name in the comment section and I'll get back to you as soon as I can. Have a great weekend.

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