QuickBooks Enterprise Desktop crashes or closes unexpectedly - 1 computer out of 6

Thanks for getting in touch with the Community, Dean B. I appreciate your detailed information.

Since QuickBooks is continuing to crash after performing each troubleshooting step you've done so far, including using the QuickBooks Tool Hub, I'd recommend getting in touch with our Customer Care team. They'll be able to pull up your account in a secure environment, conduct further research with you, and create an investigation ticket if necessary.

They can be reached while using QuickBooks.

Here's how:

1. In your top menu bar, go to Help, then QuickBooks Desktop Help.
   
   
    
2. Click Contact Us.
   
   
    
3. Enter a brief description of the issue in our Ask a question (or tell us what's wrong) field, then hit Continue.
   
   
    
4. Select We’ll contact you for a callback or Message Us to start an instant messaging session.

Be sure to review their support hours so you'll know when agents are available.

When you get in touch with an agent, I'd recommend directing them to our article about QuickBooks crashing unexpectedly, as your situation sounds identical to it. One of the potential occurrences with this known behavior is for QuickBooks to crash without displaying an error in the middle of working.

Please don't hesitate to send a reply if there's any questions. Have a great day!

QB tech support reached out on this issue on Monday this week.  All they did remotely was run the updater by clicking the link in the program. Then did a QuickBooks program "Repair" via Windows Apps.  Neither helped with this issue.

Here is a link to my Reddit post soliciting help on this issue. The answer might be there at some point:  https://www.reddit.com/r/QuickBooks/comments/19eqwqm/quickbooks_enterprise_desktop_crashes_or_closes...

Here is Event Log crash data from the 4 crashes on this machine today (1/31/2024).  The Red text on the 3rd crash of the day is a file path that does not exist. Drive "Q:" is mapped, but that specific path does not exist.

Hi, Dean.

I understand how inconvenient it can be when encountering errors while doing tasks to your account.

I also acknowledge that you've contacted our support, nonetheless, I would still advise contacting them again, as they have the tools necessary to access your account and conduct another remote session to delve deeper into this issue. Please follow the steps given by my colleague above.

Additionally, you can explore these resources to resolve issues that cause QBDT to stop working:

• Fix issues when QuickBooks has stopped working.
• While working in QuickBooks, QuickBooks closes unexpectedly (crashes with or without an error).

The Community is here to assist if you have other concerns.

Hi All,

I've spent tens of hours troubleshooting this issue, as I know many many users have as well. I scoured the QB and Reddit forums and hadn't found anyone with a resolution for the issue our company had. It of course may not be the same as everyone's since it's such a general symptom.

I'm adding a solution we found which finally rid us of the issue. I haven't seen it anywhere else, so I'm spreading it as far and wide as I can.

We run Quickbooks Desktop Enterprise 2024. One of our user's had QB crashing on her computer within 3-5 minutes, every time she opened it. We went through all of the typical fixes: All of the tools in that Quickbooks Tool Hub. Uninstall/Reinstall (3 times) with different file paths, disabling/re-enabling all types of services. IT even wanted to wipe the PC and start over.

I finally noticed in the Resource Monitor that Quickbooks Messenger had around 20 instances held in memory which threw a fed flag. I found the crash logs and saw messenger may have been the culprit. Looked into how to disable it, and the Admin has to do it with the company file open. So, this is what we did and it finally stopped crashing!

Diagnose (Skip to solution if you'd like)

1. Check if your resource manager also shows too many Quickbooks Messenger instances in memory: In your windows search bar, type "Resource Monitor" and open it (or open Resource Monitor in any other way you choose). In the Overview tab, Memory section, scroll to see if you have many instances of Quickbooks Messenger listed (I don't recall exactly the name and they're gone now, but you'll recognize it when you see it). They may not be present if you've just restarted your computer and haven't tried to open QB since.

2. Check QB logs at: C:\Users\[User]\AppData\Local\Intuit\QuickBooks\Log. There should be a ton of QBMessenger logs there. (I took this also as a sign of an issue).

3. Check you windows dump logs: C:\Users\[User]\AppData\Local\CrashDumps. I found a number of .dmp files from QB Messenger here also.

Solution

1. Have all users log out of the QB file.

2. Have your QB Admin log in and turn off Quickbooks Messenger.

3. Log back in to Quickbooks with the user - and it was completely stable for us.

One other issue which may have been part of the problem - Our IT team installed Quickbooks incorrectly on this users computer initially. They installed it indicating that the user would be using and hosting QB files. During one of the uninstall/reinstalls, I corrected this. However, when I opened the company file with the user, it looked like her QB was still trying to host. During one of the quick 3-5 minute sessions with the company file open, I clicked File/Utilities/Stop Hosting..., then closed QB as quick as possible before it crashed. This may have helped.

This had been such a bane as we, like I'm sure you all, rely deeply on QB functioning in order to keep up with our daily operations. In general - a big thank you from our company to everyone posting solutions and helping each other out. I'm glad to see so many solutions working for others and wanted to take the time to put ours out there. I hope this can help some of you with the same symptoms.