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Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

Been trying to open QB 21 Enterprise after upgrade or clean install, but it crashes every time on three different computers.  All windows 10 pro.

Ran QB Tool Hub nothing.

Uninstalled and reinstalled QB, performed updates it crashes.

Uninstalled and reinstalled without updates, it crashes.

 

Ran DISM.exe /Online /Cleanup-image /Restorehealth - no problems

Ran sfc /scannow - no problems

 

This is what windows Event Viewer Shows every time it crashes

Faulting application name: qbw32.exe, version: 31.0.4003.3103, time stamp: 0x5f8b056c
Faulting module name: ntdll.dll, version: 10.0.[removed], time stamp: 0xe94aeef6
Exception code: 0xc0000374
Fault offset: 0x000dfc3d
Faulting process id: 0xfac
Faulting application start time: 0x01d6b86fba8a7024
Faulting application path: C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 21.0\qbw32.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: da030f09-502f-4f44-bf43-7e49005a717e
Faulting package full name:
Faulting package-relative application ID:

 

 

Solved
Best answer May 13, 2021

Best Answers
DUCKS495
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

So. We got past the Trend Micro issue and were still having issue with QB 21 shutting down immediately after opening the company file in multi-user mode (my desktop connecting to our company file on our server).

 

We happened to get help from a top level QB Tech Support person. He had us:

1. Open the QB 21 app

2. On No Company Open screen, Open or Restore an Existing Company

3. Select/open company file

4. At Login screen enter username, enter password

5. Hold the Alt key down immediately when hitting OK

 

This opens QB with a blank desktop. For some weird reason, suppressing all the other stuff that opens up when QB opens was causing our problems. 

 

To get so you don't have to hold the Alt key down:

1. Have QB up and running

2. Close down all QB windows so you have a blank desktop

3. Go to Edit, Preferences, Desktop View

 - Multiple Windows (if that's what you like) - Selected

 - Select Save current desktop

 - Deselect Show Home page when opening a company file

This should open up a simple, blank desktop (still has File Edit etc at top and QB shortcuts down the left side (My Company, Income Tracker, etc)

 

I don't know why this worked, but it did. Our desktops are all 2.4 GHz machines and above with 4 - 6 cores and 8 GB of memory so there shouldn't have been a problem. Our server is new within the last 3-4 months and is a mid-level machine.

 

I had 6 machines, concurrently running massive reports (Sales by Item Summary for the last 3 years with Display Columns by Day) and then dumping them to Excel. No problems on any of the machines. Our slowest machine was maxing out one of its 4 cores but did not lock up or crash.

 

Hope this helps someone.

 

 

View solution in original post

26 Comments 26
TheresaC
Moderator

Quickbooks v 21 Keeps crashing after upgrade or clean install

Thanks for sharing detailed information on your concern, @Kb21Krash.

I appreciate you trying all the steps to resolve the crashing issue. 

 

At this point, I'd recommend you contact our Customer Care team. They can help check to identify what's causing this to happen and help you fix this issue. They can also submit a request to investigate this error you're getting whenever necessary. Here's how:

  1. Click this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Enter your concern briefly in the Tell us more about your question field, then click Search
  3. Click the Start a Message button. 
  4. Enter all your info in the pop-up window on your left corner. 
  5. Check the box for I'm not a robot. Then, hit Submit

 
Wait for our chat support agent to attend to your needs. I'd suggest having your details handy for verification.

 

Thanks for coming back for more support, @Kb21Krash. I'd be here to answer your next posts here in the Community.

Fiat Lux - ASIA
Level 15

Quickbooks v 21 Keeps crashing after upgrade or clean install

@Kb21Krash 

Just to isolate the issue, install the trial license of QBD 2021 Pro.

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

I contacted support via the phone. They ask that i remove all the qb installs. download a new installer for each pc and run it.

 

What benefit does a trial install do?

 

Yesterday 11/10/20 a tech had me open a trial company file. It opened and closed w/o any problems. It's the main company file that might be causing the crashes. Today's tech hd me verify and rebuild data or company file. Some errors were found; not critical. We'll see if the rebuild fixes the crashing on three different computers.

 

thank you

Fiat Lux - ASIA
Level 15

Quickbooks v 21 Keeps crashing after upgrade or clean install

If you were able to create and open a dummy file without any issue, the problem is not on the application. How big is your file size?  

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

1.3 GBs.  Ran verify and repair yesterday. Minor problems were found. But still keeps crashing.

Accounts are not the problem as we can login w/them on 4 different computers.

Fiat Lux - ASIA
Level 15

Quickbooks v 21 Keeps crashing after upgrade or clean install

Have you run the Condense Data utility? 

DivinaMercy_N
Moderator

Quickbooks v 21 Keeps crashing after upgrade or clean install

Thank you for getting back to us, @Kb21Krash.

 

I can see that you've already performed the recommended troubleshooting steps to isolate the issue. Since you still encounter the same result, I suggest run your QuickBooks Desktop in administrator mode. To do so, just right-click the QuickBooks Desktop icon and select Run as Administrator.  runasadmin1.JPG

 

If this shows the same result, you can suppress QBDT. This will help you determine a company file damage.

 

Here's how:

 

  1. Press and hold the Ctrl key, then double-click the QBDT icon.  Don’t let go of CTRL until you see the "No Company Open" window.
  2. Choose a company file, and then select Open.

 

If this does not work, follow the steps of Solutions 3 to 5 in this article: QuickBooks Desktop doesn't start or won't open

 

If the issue persists, I highly suggest reaching out to our technical support team again. This way, they can further investigate what causes the issue and share additional steps to fix it for you. 

 

Here's a great source where you can find articles that can help you in managing your books in QuickBooks, please visit our QBDT help articles page. This includes topics such as reconciliation, track income, and expenses, run reports, etc.

 

Should you need anything else, don't hesitate to comment below. I'm always around to help if you have other QuickBooks-related concerns. Stay safe and take care always.

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

A rep from yesterday had me do all the steps described above but it continued to crash.

 

Today's rep with the help of  his team, discovered that creating a test company file and saving it locally and opening it didn't make QB crash.

Then if we closed the test company file and

open the networked or network drive company file QB would not crash.

We repeated these steps 5 times on two different computers and it worked.  They asked me to upload QB log files under the appdata\...\Intuit hidden folders. Then senior techs will study the logs and get to me.

For the time being this workaround works. Compared to not being able to open the company files.

 

Thanks for the fast replies and I'll update this when I get follow up emails from support.

deoguard
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

We have the same problem that's been going on for more than a month now.  We are using QuickBooks Enterprise Solutions 21.0 on a Windows 10 Pro 20H2.  But we're only getting the issue when running PPP Reports (ie. PPP Cash Compensation Report).  We get exactly the same error by looking at the Event Viewer. You were right, it happened to us, too.  After opening a sample file and running PPP Reports, QB did not crash.  And running our company file after without exiting QB, PPP Cash Compensation report was generated successfully! We were able to export a report.  However, that only happened once.  We're not able to re-create the scenario again.  Now, QB just crashes with that error each time we run PPP Reports.  We're still waiting for a fix to this.  I have had 4 QB Tech experts try to fix this but no success yet up to now.  This is a current known issue.   Please update soon as you discover anything.  Any help is much appreciated.

BettyJaneB
QuickBooks Team

Quickbooks v 21 Keeps crashing after upgrade or clean install

Hello there, @deoguard.

 

I appreciate the complete details that you gave regarding the actions that you've taken to get this crashing issue sorted out. 

 

I'd like to inform you that the investigation of the crashing behavior of QuickBooks when running the PPP reports is still ongoing. Our engineers are still evaluating the root cause of this matter so they can apply an accurate resolution.

 

Since you've contacted our support already, rest assured that you'll be able to receive notifications once any updates on this hurdle are made available.

 

To those other customers in this thread who haven't reached out to our Customer Care Team, I encourage you to do so. This way, you can receive updates about this issue.

 

Here's how you can reach to our support:

  1. Click on Help at the top menu bar.
  2. Hit on QuickBooks Desktop Help.
  3. Press on QuickBooks Support.
  4. Choose your preferred way to connect with our support. 

Your patience and understanding in this situation are much appreciated.

 

Know that the Community is always here to help if you have any other concerns. Have a lovely day!

DUCKS495
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

We've had problems with trying to upgrade to QB 21 from QB 18. All Enterprise. Company file 1.4 GB.

 

Symptom was that we would open the company file and the system would immediately crash, within a few seconds. Our IT consultant has been on the phone with QB Support numerous times. I've been on the phone with QB support numerous times. Opened up several cases. Every time we'd call again and reference the case we'd be told that nobody had written any notes and then we'd have to start all over again with a new support person. No continuity.

 

I had our IT consultant put the application and the company file on my machine. Did all of the usual Verify, Rebuild, File Doctor tools. Looked at Windows Event Viewer and noticed that there were a lot of security events that occurred just before QB crashed. Had the IT consultant disable our antivirus (Trend Micro) and was able to get QB 21 to open and stay open. I exercised it many times, but could not pound on it like a production environment would, and everything continued to work.

 

Came in this morning and rebooted my machine, the antivirus services were running, and boom, wouldn't work. Contacted my IT consultant and had him uninstall Trend Micro, and was able to get everything working again. 

 

The next step was go back to the company file that we had sandboxed on our server and try to access that from my desk top. Got everything to work without crashing. Exercised it many times, but again, not a production environment. After looking at Event Viewer on Windows each time, I would have the same two errors, although QB 21 would start up and work fine (for the things I did on it). These errors were both the same, always paired: An unexpected error has occurred in "Intuit Qickbooks Enterprise Solutions: Manufacturing and Wholesale 21.0": Got unexpected error 5 in call to NetShareGetInfo for path \\"server details"\"folder details"\"companyfile.qbw" (things in " " are our server name, company file name). Always the same errors, but QB worked.

 

Tried running QB Tool Hub/Installation Issues/Quickbooks Install Diagnostic Tool to see if there was a problem with my desktop install and it found no errors. Re-ran test above and got same two NetShareGetInfo errors.

 

If we could get rid of those 2 errors, and figure out how to run our antivirus (could just be a configuration error) without it crashing QB, we could probably do a production test. I hope this is of some help to some of the folks on here.

 

To Quickbooks Support personnel reading this: While you are all lovely people, please do not respond to this post by suggesting that we call QB Support. Been there, done that. Spent probably 6 hours on the phone, over all the different times I've called. There is no continuity, no taking of case notes, no reading of case notes. It's like I'm starting from scratch every single time I call. That suggestion is of no help.

Fiat Lux - ASIA
Level 15

Quickbooks v 21 Keeps crashing after upgrade or clean install

@DUCKS495 

Consider this option. Secure a backup file of your company and restore it with a new name. Open your primary file and the restored one at the same time, and monitor them

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

If I could share some info about our struggles that are similar to yours.. for the antivirus, you could ask your IT to add exceptions to the entire QB folder. We have AVG server edition and haven't had any problems.

 

For the NetShareGetInfo for path, two weeks ago we had the same problem & nobody could login. I ran the QB Server Manager app on the server. That fixed the problem.

 

As for crashing, we now have 3 pc where qb crashes every time the co. file get opened. Since we have not received a fix, a test company file has to be opened first every morning. Then close it, then open the networked company file. QB works w/o crashing. A workaround. Hope any of this will help you!

DUCKS495
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

I'm working with my IT guy to get the entire QB folder listed as an exception. I had assumed when I found that was one of the problems that we somehow had set something wrong or not updated something in Trend as it's a pretty good anti-virus program and Intuit lists it as one of the programs with which they did testing of QB 21.

 

Thanks for the info on the NetShareGetInfo issue. We'll try that out.

 

Thanks!

DUCKS495
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

So. We got past the Trend Micro issue and were still having issue with QB 21 shutting down immediately after opening the company file in multi-user mode (my desktop connecting to our company file on our server).

 

We happened to get help from a top level QB Tech Support person. He had us:

1. Open the QB 21 app

2. On No Company Open screen, Open or Restore an Existing Company

3. Select/open company file

4. At Login screen enter username, enter password

5. Hold the Alt key down immediately when hitting OK

 

This opens QB with a blank desktop. For some weird reason, suppressing all the other stuff that opens up when QB opens was causing our problems. 

 

To get so you don't have to hold the Alt key down:

1. Have QB up and running

2. Close down all QB windows so you have a blank desktop

3. Go to Edit, Preferences, Desktop View

 - Multiple Windows (if that's what you like) - Selected

 - Select Save current desktop

 - Deselect Show Home page when opening a company file

This should open up a simple, blank desktop (still has File Edit etc at top and QB shortcuts down the left side (My Company, Income Tracker, etc)

 

I don't know why this worked, but it did. Our desktops are all 2.4 GHz machines and above with 4 - 6 cores and 8 GB of memory so there shouldn't have been a problem. Our server is new within the last 3-4 months and is a mid-level machine.

 

I had 6 machines, concurrently running massive reports (Sales by Item Summary for the last 3 years with Display Columns by Day) and then dumping them to Excel. No problems on any of the machines. Our slowest machine was maxing out one of its 4 cores but did not lock up or crash.

 

Hope this helps someone.

 

 

tlt2013
Level 1

Quickbooks v 21 Keeps crashing after upgrade or clean install

Hello, has anyone else resolved this is per fix that worked for DUCKS495? Thank you for your time!

EGreco
Level 1

Quickbooks v 21 Keeps crashing after upgrade or clean install

Did you ever get this resolved? We are having the same exact issue!

SarahannC
Moderator

Quickbooks v 21 Keeps crashing after upgrade or clean install

Hello there, @EGreco. I appreciate you for joining here.

 

You can follow the suggestions shared above, so you'll be able to work within QuickBooks without it crashing. 

 

Run your QuickBooks Desktop in administrator mode by clicking Books Desktop icon. Then, select Run as Administrator. Also, you can open a sample company file. Here's how:

 

  1.  From the No Company Open window, select Open a sample file.
  2. Select any sample file on the list.

 

If it persists, follow the steps of Solutions 3 to 5 in this article: QuickBooks Desktop doesn't start or won't open

 

Just in case, I'll add these articles for future reference:

 

 

I want to make sure everything is taken care of for you, so please let me know if you have any other issues or concerns in the comment below. I'm always here to assist.

EGreco
Level 1

Quickbooks v 21 Keeps crashing after upgrade or clean install

The only thing that works is to open an empty company file first.

 

@Kb21Krash  Did you find a solution?

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

Opening first a test company, closing it then opening the "networked" company file is a workaround.

 

Also deselecting "show home page" as DUCKS495 posted worked for another computer that later developed the same problem. Thank you "DUCKS495"

Go to Edit, Preferences, Desktop View

- Multiple Windows (if that's what you like) - Selected

- Select Save current desktop

- Deselect Show Home page when opening a company file

Kb21Krash
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

This helped with another computer that latter developed the same problem. thanks for the procedure.

CPP1
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

Thanks so much for posting this, it worked for me.

CPP1
Level 2

Quickbooks v 21 Keeps crashing after upgrade or clean install

This worked for me.  Thank you so much for sharing it!

DUCKS495
Level 3

Quickbooks v 21 Keeps crashing after upgrade or clean install

Glad to hear it!

 

We were tearing our hair out for days. I wanted to make sure that nobody else suffered from V21 caused baldness because of this problem.

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