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Quickbooks v 21 Keeps crashing after upgrade or clean install

Forum|Forum|5 years ago
November 11, 2020
3 replies
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Been trying to open QB 21 Enterprise after upgrade or clean install, but it crashes every time on three different computers. All windows 10 pro.

Ran QB Tool Hub nothing.

Uninstalled and reinstalled QB, performed updates it crashes.

Uninstalled and reinstalled without updates, it crashes.

Ran DISM.exe /Online /Cleanup-image /Restorehealth - no problems

Ran sfc /scannow - no problems

This is what windows Event Viewer Shows every time it crashes

Faulting application name: qbw32.exe, version: 31.0.4003.3103, time stamp: 0x5f8b056c
Faulting module name: ntdll.dll, version: 10.0.[removed], time stamp: 0xe94aeef6
Exception code: 0xc0000374
Fault offset: 0x000dfc3d
Faulting process id: 0xfac
Faulting application start time: 0x01d6b86fba8a7024
Faulting application path: C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 21.0\qbw32.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: da030f09-502f-4f44-bf43-7e49005a717e
Faulting package full name:
Faulting package-relative application ID:

QuickBooks Desktop

Best answer by DUCKS495

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!

So. We got past the Trend Micro issue and were still having issue with QB 21 shutting down immediately after opening the company file in multi-user mode (my desktop connecting to our company file on our server).

We happened to get help from a top level QB Tech Support person. He had us:

1. Open the QB 21 app

2. On No Company Open screen, Open or Restore an Existing Company

3. Select/open company file

4. At Login screen enter username, enter password

5. Hold the Alt key down immediately when hitting OK

This opens QB with a blank desktop. For some weird reason, suppressing all the other stuff that opens up when QB opens was causing our problems.

To get so you don't have to hold the Alt key down:

1. Have QB up and running

2. Close down all QB windows so you have a blank desktop

3. 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 should open up a simple, blank desktop (still has File Edit etc at top and QB shortcuts down the left side (My Company, Income Tracker, etc)

I don't know why this worked, but it did. Our desktops are all 2.4 GHz machines and above with 4 - 6 cores and 8 GB of memory so there shouldn't have been a problem. Our server is new within the last 3-4 months and is a mid-level machine.

I had 6 machines, concurrently running massive reports (Sales by Item Summary for the last 3 years with Display Columns by Day) and then dumping them to Excel. No problems on any of the machines. Our slowest machine was maxing out one of its 4 cores but did not lock up or crash.

Hope this helps someone.

TheresaC

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:

Click this link: https://help.quickbooks.intuit.com/en_US/contact.
Enter your concern briefly in the Tell us more about your question field, then click Search.
Click the Start a Message button.
Enter all your info in the pop-up window on your left corner.
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.

K

Kb21KrashAuthor

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

Fiat Lux - ASIA

Level 14

@Kb21Krash

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

K

Kb21KrashAuthor

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

Fiat Lux - ASIA

Level 14

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?

W

Wayneskie

I got the same event viewer log on QB Pro 2022, as it keeps crashing on a certain computer login. I worked with QB Support and tried a few steps and what fixed my issue is by changing the Date format of my workstation. Just sharing

D

DUCKS495

Wayneskie,

Could you tell us the from/to date formats?

Date format was: XXXXXXXX.

Date format that fixed the problem is YYYYYYY.

Thx

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