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Level 2

QB17 frozen - waiting for unknown input? Error tone with click

Several times I have had QB Desktop 2017 lock up on me, so that I could not perform any action. Clicking anywhere in the window produces the error tone (a 'blring' sound on my system).  I can't even close the program. The only option is to hard terminate the program using the task manager.

 

One time when I did that, I saw the forms windows close and noticed one that appeared to be an input window waiting for a response.  It was under the other windows, and since I could not close or minimize any forms, could not access it to respond to it.

 

How can I get past this without crashing the program?

 

Using QB17 2-user with the file manager on a separate server.  ( I don't think this is a multi-user issue - it most recently happened when mine was the only instance of the company file open.)


There are several forms that will not allow the user to do any other action without closing the active form.  This is a significant irritation to me, and the programmers should seriously consider changing that policy.

 

Solved
Best answer 07-10-2019

Accepted Solutions
Level 2

Re: QB17 frozen - waiting for unknown input? Error tone with click

Finally resolved the problem. None of the proposed fixes worked. As I described, the program appeared to be waiting for a response on an exclusive dialog box. I vaguely remembered seeing a past procedure for opening a window in a default location and size. I hunted that down and found that holding the SHIFT key while clicking on the control to open the window would reset the window size and location to a default value. I had also noted that the problem presented as I selected the customer name on the invoice form. So, after restarting the program for the umpteenth time, I held the SHIFT key while I clicked on the customer name. A dialog box opened asking me if I wanted to use 'time and costs' (????) for that customer. Apparently it was off screen somewhere and preventing any other interaction. This issue of exclusive window lockout needs to be modified by the developers. There have been many times while I was doing something that I wanted to look for information in some other are of the program, but the window I had open wouldn't let me. There must be a different way to deal with this.

View solution in original post

8 Comments
Level 2

Re: QB17 frozen - waiting for unknown input? Error tone with click

Followup - I just re-opened the company file, checked for a transaction in the check register, minimized the check register window, then opened an invoice window and selected a customer.  At that point it locked up and won't let me do anything more.

 

!$%@#$^#@Q$^!!!!!

QuickBooks Team

Re: QB17 frozen - waiting for unknown input? Error tone with click

Thanks for bringing this to my attention, @Techineer.

 

It's my priority to ensure that you'll be able to run QuickBooks with no issues. Let's get this concern sorted out so you can get back to business.

 

QuickBooks crashing/frozen behavior can be caused by the following:

  • Your company name may be too long
  • Damaged or missing QBWUSER.INI file
  • Corruption on your hard drive
  • Program files or QuickBooks Desktop installation may be damaged
  • Damaged Windows operating system

There are several solutions to fix this issue, let's start with using the QuickBooks Refresher tool. This tool ends QuickBooks processes running in the background and also performs a mini repair on your QuickBooks Desktop.

 

To do that:

  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 same thing happens, you may proceed to the succeeding resolutions that are found in this link: Solutions for when QuickBooks stops working.

 

This article can also help in resolving issues with QuickBooks unexpected behavior: QuickBooks closes unexpectedly (crashes with or without an error)

 

However, if the issue persists after performing the process above, I'd recommend getting in touch with our Customer Care Team. They have the ability to run a remote-viewing session that can check on your file and further investigate this matter. 

 

Keep me in the loop on how things turns out. I'll be around to help if there's anything else you need. Have a good one!

Level 2

Re: QB17 frozen - waiting for unknown input? Error tone with click

I have tried the verify and rebuild (corrected one problem), - no improvement

Used the refresher - nope

Renamed the QBWUser.ini file - nope

Used the QB Diagnostic tool - also no improvement.

 

A very similar symptom can be produced by opening any of the windows that are exclusive... such as the Backup/Local backup utility.  While that window is open, NOTHING else will respond - you cannot move the main window, cannot close the program, cannot select any other menu items.... ONLY the active window will respond.

In my case, when I open the invoice form and select the customer, it is as if another dialog window opened somewhere off-screen where I cannot see it.  Nothing will respond unless that dialog window is responded to, and since I can't see it, nothing is possible.

How can I identify what is happening?

 

 

Moderator

Re: QB17 frozen - waiting for unknown input? Error tone with click

Hello Techineer,

 

Thank you for getting back to the Community. Allow me to join the thread and assist you with identifying the dialog problem in QuickBooks Desktop.

 

You can suppress the QuickBooks Desktop application to determine if the dialog box is hidden somewhere on your screen. This feature helps check if the program is working in its full functionality.

 

Here are the steps:

 

  1. Close QuickBooks Desktop completely.
  2. Press and hold the Ctrl key, and double-click the QuickBooks icon on your desktop.
  3. Select a company file.
  4. Choose Open.

A visual guide is also available in the article I'm attaching below:

 

QuickBooks Desktop doesn't start or won't open.

 

If all fails, I recommend contacting one of our Support Specialists this time. They will need to take over and request a screen sharing with you to isolate the dialog popup problem.

 

For the detailed steps on how you can reach them, check this out:

 

  1. Click the Help tab at the top menu bar.
  2. Click QuickBooks Desktop Help.
  3. Click the Contact us hyperlink.

 

Feel free to post a response below for any additional assistance you may need with the error tone. The Community ensures your success.

Level 2

Re: QB17 frozen - waiting for unknown input? Error tone with click

Finally resolved the problem. None of the proposed fixes worked. As I described, the program appeared to be waiting for a response on an exclusive dialog box. I vaguely remembered seeing a past procedure for opening a window in a default location and size. I hunted that down and found that holding the SHIFT key while clicking on the control to open the window would reset the window size and location to a default value. I had also noted that the problem presented as I selected the customer name on the invoice form. So, after restarting the program for the umpteenth time, I held the SHIFT key while I clicked on the customer name. A dialog box opened asking me if I wanted to use 'time and costs' (????) for that customer. Apparently it was off screen somewhere and preventing any other interaction. This issue of exclusive window lockout needs to be modified by the developers. There have been many times while I was doing something that I wanted to look for information in some other are of the program, but the window I had open wouldn't let me. There must be a different way to deal with this.

View solution in original post

QuickBooks Team

Re: QB17 frozen - waiting for unknown input? Error tone with click

Thanks for getting back to this thread, @Techineer.

 

I appreciate your effort for following the troubleshooting steps provided by my colleagues, and for sharing the information on how you resolved this issue. It will surely help other users who encounter the same problem. 

 

Finding new ways to adapt to our customers’ needs is how QuickBooks gets even better. I'll make sure to take note your feedback about the exclusive window lockout issue so that our product developers will be able to investigate it.  

 

Please know that you're always welcome to post if you have any other concerns. Have a good day ahead. 

 

Level 1

Re: QB17 frozen - waiting for unknown input? Error tone with click

I just had the same problem on the first day of using QB2019. I was trying to make a local backup, just as I have regularly in the past in an earlier QB version, and I just kept getting error tones. How can this not be a high priority bug to fix?

QuickBooks Team

Re: QB17 frozen - waiting for unknown input? Error tone with click

I appreciate your time reaching out to us, @CivicTreasurer.

 

I'd like to redirect you to the best support available so this gets addressed right away.

 

Just to clarify, have you perform all the troubleshooting steps provided by my colleagues above? If you haven't yet, I recommend doing it so. You may also follow the possible resolution shared by Techineer.

 

If all the troubleshooting steps don't work, I suggest contacting our Technical Support Team. They have the tools to further investigate this matter and get this fix for you. 

 

To reach them:  

 

  1. Go to the Help menu.
  2. Select QuickBooks Desktop Help.
  3. In the Have a Question window, click Contact us at the bottom portion of the screen.
  4. Click Search for something else.
  5. Type in a keyword about your concern.
  6. Hit Search.
  7. Click on Start a Message.

You can check out this article for your reference: Contact the QuickBooks Desktop Customer Support Team

 

In case you need tips and related articles in the future, visit our QuickBooks Community help website for reference: QBDT Self-help.    

 

Please let me know if there's anything else I can help with and I'll be back in touch.

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