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A
aric
August 20, 2019
Question

New Install of quickbooks 2019, consistent crashes due to 2 missing files

  • August 20, 2019
  • 1 reply
  • 0 views

Currently experiencing intermittent crashes after updating from 2018.

In particular the missing files appear to be: FactsEngineConfig.xml and QBAccessPointsConfig.mcm
I've manually checked the location as noted in the Log https://pastebin.com/SpMgW12x and the files are indeed missing on all work stations. I've attempted to reinstall quickbooks on several computers, and have found consistent replication of the issue. All computers in the office are running the latest update available, and I've tried downloading the installer again in case of corruption. I've also checked if these files exist/ed within the 2018 filepath, on both a workstation with the 2019 update applied, as well as one that was never updated from 2018.

Has anyone found a fix for this?

1 reply

L
LauraAB
August 20, 2019

Hi aric,

 

Great job with the troubleshooting you've done so far and narrowing down what's missing. Since this is happening on multiple computers and with multiple tries, I'd like for you to call our phone support team to go through the install process with an agent. They'll be able to take you through step-by-step and even use a screen share session to make sure things are going as they should. The good news is, if you're still within the 12 months of registering your QuickBooks 2019, installation support is free of charge. Learn more by reading the Intuit QuickBooks Desktop software support policies

 

Two other troubleshooting steps you can take before calling in are processes called a Clean Install and a Super Clean Install. The Super Clean install is to be used as a last resort for when things really don't seem to want to right themselves any other way, so please try the Clean Install process first. Our agents can also go over how these processes work with you if you'd like more information first.

 

The number to dial is 1-877-772-9158. Pro and Premier support lines are open 24/7. Enterprise and ProAdvisor support can be reached Monday to Friday between 9 a.m. and 8 p.m. ET.

 

Take care!

A
aricAuthor
August 20, 2019

Thanks for getting back to me so quickly Laura, I've already followed the super clean install procedure(plus a couple added layers of purging) via a Virtual machine and still haven't been able to get hold of the files in question. I'll try calling in and see if they have anything more potent or are able to provide a direct transplant of the 2 files :D

L
LauraAB
August 20, 2019

You're really on the ball! Whatever the case is, I'm confident our agents will help you figure out the next steps to take so you can get back to using the program without it crashing. :)

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