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.

@Kb21Krash 

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

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

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?  

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.

Have you run the Condense Data utility? 

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.  

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.

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.

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.

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!

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.

@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

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!

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!

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

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

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:

• While working in QuickBooks, QuickBooks closes unexpectedly (crashes with or without an error).
• Fix data damage on your QuickBooks Desktop company file.

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.

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

@Kb21Krash  Did you find a solution?

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

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

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

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

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.