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Frequent Explorer *

QB consistant crashing/freezing

Ever since I did the upgrade to 2019 I have not yet  'Exited'  QB's.  When I'm trying to shut down, the program freezes for 3, 4, 5 min and then crashes.

Doesn't matter what I'm working on during the day, it will freeze and crash.

Took me 10 min to sign into Support.  I'd try to Sign In and I get the Registration window.

Once I upgraded I've been having trouble with the Desktop Manager crashing and blipping and I'm having to wait until it gets done so I can continue working.

Is anyone else having these issues?  This is seriously cutting into my work production.

 

This was not a problem before the 2019 upgrade.

I have Desktop Pro

 

Thanks -

 

8 Comments
Moderator

Re: QB consistant crashing/freezing

Hi there, AZEmbroiderer.

 

I've got some information and troubleshooting steps to share with you. 

 

To single out this issue, let's run the Refresher tool to end QuickBooks processes running in the background. Please follow these steps to perform a mini repair on your software:

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

If the issue persists, you can follow the additional steps outlined in this article: Solutions for when QuickBooks stops working.

 

From there, you shouldn't have any further issues after running the tool.

 

Keep me posted how this turns out. I want to ensure this matter gets resolved.

Frequent Explorer *

Re: QB consistant crashing/freezing

Hi Jane

I'll touch base with you next week to let you know if this has worked.  I want to give this a few days.

Thanks

Community Contributor **

Re: QB consistant crashing/freezing

I have been having the same crashing/freezing problem for about a month now in QB 2019 Accountant version. I have uninstalled/reinstalled several times, had the IT guy update Windows 10 which took 1.5 hours, run the QB Desktop Install Diagnostic Tool multiple times, and made several calls to support. 

I am hoping this tool will finally fix the problem.

Community Contributor **

Re: QB consistant crashing/freezing

My program just froze again. It makes it hard to get work done if Quickbooks keeps freezing.

Any other suggestions? 

QuickBooks Team

Re: QB consistant crashing/freezing

Hello, LP78704.

 

Are you trying to access your Employee Center when QuickBooks freezes? If so, you can follow these steps:

  1. Open QuickBooks and log into a company file.
  2. Open the Employee Center, left-click each employee until Quickbooks freezes to identify which employee(s) cause the issue.

You can export the employee list via IIF, then re-import it back into QuickBooks.

 

At this time, we don't know exactly what's causing this. Let's test this in a different company file to see if the issue exists there. If not, then we know it's specific to this file. If possible, we would like to get a copy of the file for research to try reproducing it internally which will help us find root cause.

 

If not, you contact our Customer Care Team to further investigate this.

 

Let me how these steps work by commenting below. I'll be right here to help.

Community Contributor **

Re: QB consistant crashing/freezing

No, it is not from trying to access the Employee Center.

I started keeping a record of what is happening, see below:

  • 07/22/19 Emailing pay stub would not work, so changed preferences back to Outlook and it worked.
  • -----------------------------------------

 

  • 07/25/19 Could not email out invoices so changed preference back to Webmail. Quickbooks crashed when recording Credit card charges. It would not open back up.
  • Ran the QuickBooks Desktop Install repair tool, opened QB’s and ran Verify Data, no issued found.
  • ------------------------------
  • 07/26/19 I was modifying vendor credit card payments QBs froze. I downloaded and ran the QB Refresher Tool.
  • *Froze again when I was in the customer center and going back and forth to create estimates. Had to go to Task Manager again to close it. It reopened.
  • *I was switching back and forth between my two computer screens to get emails and update job board which is on Office 365, QB’s froze after I printed a .pdf from an email. QBs would not start back up so I checked Task Manager and found two QB programs running in Processes, when I end one of them QB’s started up. To Do list opens up with incorrect Upcoming on a consistent basis – should be (19) but it shows (2) . When I close reminders and open the window it is correct.
  • * At 10:59 I created an invoice and selected Email Invoice when the program froze.
  •  
  • I found QBs FCS module (32bit) and QBs Automatic Update running on Task Manager so I shut them down, then reopened QBs. It opened back up to the upcoming reminders at (2) when it should be (19).
  • *I was able to create and send (3) invoices but it was sending from Outlook and I had been sending using WebMail. I went to Preferences and changed it to WebMail. I got the following error: QuickBooks is unabe to send emails due to network connection failure.
  •  
  • I closed the invoice and changed preference back to Outlook. I was able to send invoices.

 I have 'repaired' MS Office 365 in the Programs and Features by right clicking and running repair, and I have had the IT guy install the Windows 10 Update which took 1.5 hours last week. This problem started the first week of July when Windows 10 updated.

I don't email invoices or have payroll in any other 2019 files, but it has frozen when working in another 2019 client file as I was recording checks.

If I submit a copy of the file here by choosing a link, how do I keep the data secure and not have anyone else access it?

QuickBooks Team

Re: QB consistant crashing/freezing

Thanks for getting back to the Community, @LP78704.


I appreciate your effort for processing troubleshooting steps to resolve issues that cause QuickBooks Desktop to stop working.

 

Since you've already performed the recommended steps and the issue persists, I encourage you to get in touch back to our QuickBooks Desktop Support Team. They have additional tools to do a remote session and investigate this further. They can also create a new investigation for this issue and once it has been open, you’ll be receiving an email notification about the updates and progress of the investigation.

 

Here' how to contact our technical support:

  1. Select QuickBooks Desktop Help from the Help menu.
  2. You can also press F1 on your keyboard to bring up the same Help Panel. 
  3. In order to route you to the correct support expert, we need to know what type of question you have.
  4. Click Continue.
  5. We’ll provide you a few options. You choose which one is best for you.

Also, if you're trying to submit a copy of your QuickBooks company file, you can add password security to ensure the protection of your critical data. The minimum requirements for complex passwords include:

  • At least 7 characters (letters, numbers, or special characters)
  • At least 1 number
  • At least 1 uppercase letter

To learn more about adding security password, you can check this article: Password security for QuickBooks Desktop

 

However, if this is for invoice or other transactions, you can save it as PDF then add security password. To do this, you'll need to contact your file provider. 

 

Please know that you're always welcome to post if you have any other concerns about QuickBooks service. Have a great day. 

Community Contributor **

Re: QB consistant crashing/freezing

I just got off the phone with ProAdvisor support. They renamed the QBW.user INI file and the ECML file.

I will continue working to see if the problem persist.