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Frequent Explorer **

Quickbooks 2019 Freezes locks up

Since installing 2019  premier i noticed after going through the employee list it freezes up. 

Basically from something as simple as scrolling through the employee names. It stays frozen for about 5 minutes then works again till i start clicking on a another name. 

I've reinstalled, done a clean install, used install diagnostic tool, created a portable file and gone that route. The only things that might be the issue is when i run the diagnostic tool something called VC6 is not installed.

29 Comments
QuickBooks Team

Re: Quickbooks 2019 Freezes locks up

Hi there, chris111.

 

Aside from the ones you've tried, you can also verify and rebuild your data to check if data damage is causing the issue. This article will guide through each steps: Resolving Potential Data Issues.

 

I would also recommend contacting our Technical Support Department if QuickBooks would still freeze up after rebuilding the data. They will check the log files to determine what's causing the issue.

 

Here's how to get their contact information:

 

  1. Open this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Desktop, then select the version that you're using.
  3. Click QuickBooks Setup and Navigation, then click File Setup and Management.
  4. Click Get Phone Number.

You can always get back here in the Community if you need more help with QuickBooks. 

Not applicable

Re: Quickbooks 2019 Freezes locks up

This seems to be an issue many others are encountering. I am having the same trouble. I upgraded from 2016 Pro to 2019 Pro. Shortly thereafter the issue of scrolling through the employee list and it freezing up occurred. QB technical support said it was because my company file size was too larger 350MB. They suggested I upgrade to Enterprise since it is designed to handle larger file sizes... (sales upgrade pitch). Nonetheless after trying all the other troublshooting I conceded and upgrade to Enterprise. BUT this still did not work... The temporary work around to get to employee records to make changes (like pay rate, address, etc.) is to open an unscheduled payroll run and then right click on the employee name and select edit. Hope this helps! I'm still working with technical support to no avail so far... pray for us!

QuickBooks Team

Re: Quickbooks 2019 Freezes locks up

Hello there, clukas.

 

I appreciate you joining this thread and sharing your workaround as this can help other users having the same issue as well.

 

Allow me to step in and provide additional troubleshooting options to resolve this freezing issue with QuickBooks.

 

If your experiencing performance issues, increasing your available RAM may improve the condition. To know more about this, you can refer to this article: Resolve QuickBooks Desktop performance issues.

 

Also, excessive DB File Fragments can lower the performance of your computer. To learn more about when and how to defragment your computer to avoid performance issues in your QuickBooks desktop, please check out this article: Database (DB) file fragments.

 

Thank you for your patience. Keep in touch if you have any other questions. I'm always happy to help.

Not applicable

Re: Quickbooks 2019 Freezes locks up

Tier 3 technical support is looking into the situation as all other technical support levels have not been able to find a solution. My PC's RAM is more than sufficient and not overwhelmed at processing the data file with the QB program. Likewise we have conducted several Data Verification, Data Rebuilds & Condensed Data File but to no avail. Through all these processes, no issues were evident with the data file. 

Moderator

Re: Quickbooks 2019 Freezes locks up

Hi, clukas.

Allow me to provide a little more information about the performance issue in QuickBooks 2019.

 

I know you've already called in. However, I still suggest getting in touch with our QuickBooks Desktop Customer Care to have this re-investigated. A phone agent has the appropriate looks, like screen sharing to get you back and running.

 

Here's how to get their contact information:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Get Phone Number button to see the support number.

Also, I can pass along all the feedback you have to the appropriate channels so you're able to reach a point of resolution as quickly as possible. As soon as an update is received, I, or another member of the Community Team, will be happy to update this thread and let everyone know so that you can get back to business.

 

You may find this article helpful: https://quickbooks.intuit.com/community/Getting-Started/Resolve-QuickBooks-Desktop-performance-issue....

 

I'll be around if you have any other concerns about QuickBooks Desktop. Have a nice day.

Not applicable

Re: Quickbooks 2019 Freezes locks up

I recently upgraded from 2016 pro to 2019 pro also.  I have 4 company files that I work in.  I'm only experiencing problems in 1 of them.  After I reconcile an account and try to print the reconciliation summary, instead of printing, the screen goes gray and begins to show the "new features" tutorial where it says "click anywhere to exit".   The screen locks up and I have to end task to get out of it.  After I reenter the company file, I can go into the previous reconciliation and print the report.  But this is really bothersome and time consuming.  

Anonymous
Not applicable

Re: Quickbooks 2019 Freezes locks up

Good day, @mcclung529,

 

I appreciate your time joining the thread. I can add a bit more about the New Features pop-up you're getting when opening a company file.

 

Since you recently upgraded to a newer version of QuickBooks, the system automatically enables the New Features option for our customers to know the latest enhancements about the product. The great news is, you can turn it off anytime. Here's how:

  1. Click the Help menu.
  2. Select New Features.
  3. Uncheck the What's New option.

That should get you on the right track, @mcclung529. If you continue getting the freezing behavior in QuickBooks, try following the solutions outlined in this article and see if it works for you: Resolve Problems Opening QuickBooks Desktop or your Company File

 

Please let me know how it goes, @mcclung529. I'll be glad to help you whenever you need further assistance. Have a good one!

Not applicable

Re: Quickbooks 2019 Freezes locks up

ANSWER HERE:

 

The problem is an incompatibility with Windows 10 Version 1809.  It's a bug in quickbooks and they will need to address the issue.  I just spent days diagnosing a customers brand new PC I built for them.  We tried everything including installing QB 2019 on identical hardware and it still did it.  I next created a virtual machine in virtualbox and tried it there, same problem.  So that eliminated the possibility of it being hardware.  I next created a new VM with identical settings but installed Windows 1803, and the issue is not present.  Unfortunately you will either have to roll back to 1803 if it's still an option in your version of windows, clean install 1803 (which you can no longer download easily from Microsoft), or deal with it while the wheels turn at quickbooks to fix the issue.  To be clear: no amount of company file repair, data rebuilding, nor addition RAM will correct the issue.  We wasted a lot of time following the instructions from Intuit support doing things that had no affect, I feel bad I have to charge my customer for the time I spent trying to fix a problem in the program itself.

Frequent Explorer **

Re: Quickbooks 2019 Freezes locks up

Hello I still have the same issue. i when through those steps and there is no phone number shown. I googles and can not find a phone number for quickbooks support.

Not applicable

Re: Quickbooks 2019 Freezes locks up


@chris111 wrote:

Hello I still have the same issue. i when through those steps and there is no phone number shown. I googles and can not find a phone number for quickbooks support.


The only things you can to are

1: roll back to windows 10 1803 if that option is still available on your PC

2: clean install a version of windows 10 older than 1809 if you still have installation media for it

3: go back to an older version of Quickbooks if you can

4: wait for Quickbooks to correct the issue with an update. 

Not applicable

Re: Quickbooks 2019 Freezes locks up

Thank you for the work around!!

Community Contributor **

Re: Quickbooks 2019 Freezes locks up

Sounds just like us (except our datafile is a bit bigger). We just upgraded from 2016 and rebuild found nothing. Tried on another windows 10 computer (slightly newer) and same issue where it froze the employee list preventing us from editing employees. By froze I mean I could still click F2 and it'd eventually popup so it's like the employee center module froze. It would unfreeze if you wait long enough only to freeze again if you tried to mess with users again. Tell it to close (right click the tab at bottom and hit close) and it would eventually ask if you want to backup.

I tried on a Windows 7 machine with half the ram and HDD instead of SSD and it works perfectly. So datafile is sound and resources are not an issue.

Anonymous
Not applicable

Re: Quickbooks 2019 Freezes locks up

Hi there, IrSteve,

 

It's nice to have you as part of the conversation. I can share some information on how to get past the freezing behavior of your QuickBooks.

 

Before anything else, may I know if you're getting any error message before or after the file freezes? I want to make sure we're on the same page, so I can provide an accurate solution to you.

 

In the meantime, here are a few possible reasons for the performance issues with QuickBooks Desktop:

  • QuickBooks is not updated.
  • Computer does not meet the minimum system requirements.
  • Damaged or missing QBWUSER.INI file.
  • Corrupted hard drive.
  • Damaged program files or QuickBooks Desktop installation.
  • Damaged Windows operating system

To get past this, let's use the QuickBooks Diagnostic Tool to automatically identify and fix .NET Framework, MSXML and C++ issues. First, let's close QuickBooks in the Task Manager. Here's how:

  1. To open up Task Manager, press Ctrl + Shift + Esc.
  2. In the Processes tab, look for QBW32.exe or QuickBooks (32 bit).
  3. Right-click on the process then choose End task.

Once done, re-open QuickBooks and try adding the new account again. If the same thing happens, let's run the QuickBooks Diagnostic Tool to resolve possible corruption on your hard drive.

  1. To download, click this link: QuickBooks Install DiagnosticTool.
  2. Save the file to the local Desktop.
  3. Make sure to close any open programs.
  4. Double-click on the QuickBooksDesktopInstallDiagnosticTool.exe. This process may take up to 20mins to complete, depending on your internet speed and computer's performance.
  5. Once completed, reboot your computer to make sure components are properly updated.

If you continue getting this odd behavior, try doing the solutions outlined in this article: Solutions for when QuickBooks stops working

 

Please update me on how it goes by posting a comment below. I want to make sure everything works out for you. Have a good one!

Community Contributor **

Re: Quickbooks 2019 Freezes locks up

Please, I'd love it if you actually joined the conversation. Posting cookie cutter replies is just a drive by info dump.

On Monday, when I'm not pulling overtime, I'll test it on a third windows 10 computer. My bet is the same thing will happen. Maybe I'll upgrade one of our old Win7 computers to Win 10 and test it on a new system. My bet is I'll get the same results as the other user who already did that.

Not applicable

Re: Quickbooks 2019 Freezes locks up

So, any luck with the freezing up issue?  I also upgraded from 2016 to 2019 version and have had the freezing up issues. 

Moderator

Re: Quickbooks 2019 Freezes locks up

Hi, PennyinGA.

Allow me to provide a little more information about the performance issue in QuickBooks 2019.

 

Have you tried out the steps provided by my peers above? If so, you may want to make sure that before using QuickBooks Desktop, it is important to know the necessary system requirements.

 

This will ensure that QuickBooks is compatible with your computer and will help avoid problems when you start using the program.

 

After that, you can Use the QuickBooks Refresher (QBRefresher) Tool:

 

  1. Close all QuickBooks Desktop versions.
  2. Download the QuickBooks Refresher Tool.
  3. Save the file on your desktop.
  4. Run the QBRefresher tool.
  5. Re-open QuickBooks Desktop.

If the problem persists, I'd recommend reaching out to our Technical Support so they can help you investigate this further. To reach us, please follow these steps:

 

  1. Within your QuickBooks Desktop, click Help at the top menu bar.
  2. Click Contact us.
  3. To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
  4. We’ll provide you a few options. You choose which one is best for you

Let me know if you have any other concerns about QuickBooks. I want to make sure your QuickBooks is up and running.

Community Contributor **

Re: Quickbooks 2019 Freezes locks up

QB Refresher tool? Haven't seen that one. Does it force you to re-activate every version of Quickbooks again as the QB Diagnostic tool does?

Oh and update on mine, it wouldn't work on any Windows 10 machine, but it just stopped doing it for some reason. Nothing on the computer changed.

 

Then today, it has happened to a different datafile on a different Win10 computer. 

Community Contributor **

Re: Quickbooks 2019 Freezes locks up

Edit: Duplicate >_<

QuickBooks Team

Re: Quickbooks 2019 Freezes locks up

Thank you for updating us, @IrSteve.

 

Currently, there's an ongoing investigation about QuickBooks freezing when accessing their Employee Center.

 

Our engineers are already aware of this concern and are doing everything to fix this. Don't worry, this will be fixed in no time and you'll be able to edit your employee information without your QuickBooks freezing.

 

We don't want you to be behind in attending to your business, so in the meantime, you can export your employee list. This way, you can make the necessary changes to your employee's information from the exported file. Then, you can import them back again to QuickBooks.

 

Also, you can contact our QuickBooks Desktop Support team. This way, you'll be added on the list of affected users.

 

Once you're on the list, you'll then receive email updates about this ongoing concern. And you'll get first-hand solutions to get you back to business.

 

Here's how you can contact them:

  1. On your QuickBooks account, press F1 on your keyboard.
  2. Click on Contact Us.

I'll personally get back to this post as well once we hear from our engineers of the resolution.

 

We appreciate your patience while we fix this for you.

Not applicable

Re: Quickbooks 2019 Freezes locks up

Is there any update to this issue?  We are on Windows 10 1809 and we are experiencing the freezing when accessing employee records.  Has anyone tried update to Windows 10 1903 and see if the issue persists?

 

Intuit Support - this has been going on for months - is there no fix available?

 

Anonymous
Not applicable

Re: Quickbooks 2019 Freezes locks up

I want to help share the update of this investigation, @Farmer1942.

 

This is still ongoing and our Engineering Team is investigating why this is happening in the employee screen. In the meantime, you can try performing the workaround given by my colleague @Alessandra_B.

 

We don't have a specific time yet for the next update. But, rest assured that our Engineers are doing all they can to fix this. I'd also suggest reaching out to our Desktop Support so they can sign you up to receive email updates as soon as they become available.

 

Let me know if I can be of further assistance with accessing your employee records, or any other topic related to QuickBooks, by commenting below. I'm here to help if needed. Have a good one.

Frequent Contributor *

Re: Quickbooks 2019 Freezes locks up

We had the same issue yesterday.  To save the next person a day's worth of troubleshooting time, it ended up being a corrupted employee list file. The support person identified it quickly.  We exported the employee list to iif file  in the utilities menu, and then reimported back into the same file.  I'm not sure why that worked but it only took a few minutes.

 

 

Not applicable

Re: Quickbooks 2019 Freezes locks up

Hi and thanks for the reply.  Much appreciated!  To confirm, you do the export to IIF file, then reimport that file right back overtop of the Employee List?  There's no purge of the Employee List before re-importing?

 

Thanks!

 

Highlighted
QuickBooks Team

Re: Quickbooks 2019 Freezes locks up

Hi Farmer1942,

 

In connection with @GeorgiaCPA's post, you're correct. You'll have to export and re-import the Employee List. Thus, the purge option is unavailable.

 

While our engineers are still gathering data for their investigation, I suggest contacting our Customer Care Support to have your account added in our list of affected users.

 

Here's how to reach us:

  1. Click Help.
  2. Click QuickBooks Desktop Help or press F1 on your keyboard.
  3. Click Contact us at the bottom.
  4. Click Payroll, and then click the Chat with us link.

Feel free to visit our site future help regarding: Payroll and workers.

 

Please leave a comment anytime if you have other questions.

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