Question

QB Desktop 2023 Windows 11 Crashing

Forum|Forum|3 years ago
March 16, 2023
14 replies
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I recently purchased a new laptop and moved QB Desktop there and because it was time to upgrade to 2023 from 2022, I did that as well. In those 3 weeks EVERY time I attempt to process payroll, QB crashes. I have a work around temporarily, but I am growing increasingly frustrated. I have worked with QB support, all the way up to the Data team and no issues could be found so they directed me to Dell Software support. After paying them and then working with their rep, no issues was found with the new laptop on either the hardware or software side. I then decided to move QB back to my old laptop but of course that meant updating the program there to 2023 from 2022, but I hoped that it would work. It did not as the same error is occurring. I have tried the tool hub and every other step imaginable. I did notice that this was a huge issue with 2022, but fortunately one that I did not encounter; however, after reading the thread on it, it has made me wonder if this is a holdover issue from then. Anyone having issues or have any ideas on how to fix it?

QuickBooks Desktop

L

LollyNino_C

I appreciate the time and effort you exerted to get rid of the error when accessing the payroll, @jburke17.

Before anything else, this certainly isn't the experience I want you to have, but I need to make sure I have the exact information on the issue. Can you share what error message you received? Additional details would be much appreciated, such as screenshots. To help me isolate the issue and provide the best solution.

In the meantime, we can perform some troubleshooting steps to fix this. First, let's run the Quick Fix my Program from the QuickBooks Tool Hub. You can follow the steps below:

Download the QuickBooks Tool Hub.
Open the file you downloaded (QuickBooksToolHub.exe).
Follow the on-screen steps to install and agree to the terms and conditions.
When the installation finishes. Double-click the icon on your Windows desktop to open the tool hub.

Once done, you can run the Quick Fix to repair your program. Here's how:

In the QuickBooks Tool Hub, choose Program Problems.
Click Quick Fix my Program.
Start QuickBooks Desktop and open your data file.

If the issue persists, we can restart your new laptop and servers. There are times when your whole system needs a full reset. If it works, you're good to go. Otherwise, if the same thing happens, you can continue the steps under Solutions 2 to 3 outlined in this article: Fix issues when QuickBooks has stopped working.

Additionally, if your Windows firewall blocks internet access for specific QuickBooks programs or files, you may see an error message. Don't worry. You can set things up manually from your security software.

To set your Windows firewall and security settings for QuickBooks Desktop, you can follow the steps outlined in the article: Set up firewall and security settings for QuickBooks Desktop. It'll guide you on how to run QuickBooks File Doctor and configure the firewall manually.

Let me know if you need further help to resolve the issue you're having with your QuickBooks Desktop when processing payroll. I'm always here to assist. Have a wonderful day!

J

jburke17Author

I have gone through every step of the Tool Hub as recently as today. I have literally been working on this since 7:30 am this morning. I am getting an unrecoverable error only when processing payroll or when attempting to pay payroll liabilities. See attached screenshot.

E

Ethel_A12

I'm here to help you resolve the error message you're getting, @jburke17.

I appreciate you trying to fix the issue using the Tool Hub. Since you're still getting the error when processing payroll, you can run file utilities (verify, rebuild, or condense) to fix any errors or data damage found when you verify the company file.

Here's how:

Go to File, then select Utilities.
Choose Rebuild Data, then select OK to close all windows.
QuickBooks will ask to make a backup before rebuilding your company file, select OK. If you don’t want to do a backup, select Cancel to continue rebuilding your company file.
If you haven’t set up any backup preferences, QuickBooks will ask you to update them. Select Backup Preferences and edit as needed, then select OK.
When the backup's finished, select Show in Finder to locate the backup or select OK if you’re done.
Once the rebuild is finished, click OK.

I'm also adding this article that contains troubleshooting Unrecoverable Error: Troubleshoot Unrecoverable Error XXXXX XXXXX.

Lastly, here is an article you can check for future reference in paying and filing payroll taxes and forms manually in QuickBooks Desktop Payroll: Pay and file payroll taxes and forms manually in QuickBooks Desktop Payroll.

Feel free to click the Reply button below if you have questions about running payroll. I'm always here to help. Have a great day.

J

jburke17Author

This is something that Data Services had me do last week, a couple times and the Unrecoverable Error is still occurring.

S

sprints

I also have the problem. If I lookup a past invoice with the EDIT FIND ADVANCED MEMO and then escape or close the window to go back to the main program, in most cases it will crash. Left comments multiple times in the crash comment window. Also sent messages to tech support. NO RESPONSE!

I have run the fix utility and it dis fix.

What is going on?

M

Mich_S

Going back and forth is never easy when managing invoices in QuickBooks Desktop, @sprints. I'll direct you to the appropriate support who can take a look at this and help you further.

I am aware of how valuable your time is. Due to a high call volume or support hours, our customer service team may take longer than usual to respond.

I recommend getting in touch with our experts once more. You can either get a call or chat. Here's how:

Kindly note the business hours to make sure they're available for assistance.

Open QuickBooks.
Click on Help, then hit QuickBooks Desktop Help/Contact Us.
Choose Contact Us.
Enter your concern, then click on Continue.
Log in to your Intuit account, hit Continue, and then select Continue with my account.

If you don't already have an account, Create a new account.
We'll email you a single-use code. Type in your code and click on Continue.
- If you have multiple accounts, choose the account you want to use and then hit Continue.
Choose to chat with us or Have us call you.

I've also added these useful modules about personalizing invoices and entering customer payments in QBDT:

The Community is available 24/7. Just hit the Reply button so we can guide you further with invoices or QuickBooks in general. Stay safe.

J

jburke17Author

Last week I utilized a license seat that had not been assigned and created a profile. Once created, I logged in as this profile and found that the issue did not happen. I then went in and created an Admin2 Profile, tested it and again, did not have the issue. After two successful log ins that were NOT the primary admin account it was obvious that the issue is with the primary admin profile itself. I reached out to chat support who at first could not understand the issue, but then told me that I could not replace the Primary Admin profile with the Admin2 profile that works correctly. This morning I reached back out to data services and because they have closed the case - why they would do that when the issue was NEVER resolved is beyond me - I now have to call into support again and start the entire process all over again.

I have checked into Sage to replace QB and if we cannot get this resolved have decided I am moving there. QB may be better known, but that doesn't always mean they are better.

I

iH8theonlineversion

Yes, I am looking at that too. And it is an actual accounting program. Just more expensive and a hassle. But, Intuit wants us all to move to QBO which is NOT AN ACCOUNTING PROGRAM, just a way for them to make buckets of money of the poor sod who thinks they can be a bookkeeper because they know how to enter a gas receipt as an expense. I will NOT allow my clients to use it and have grandfathered one in and looking at how to get him out of the loop of paying $250+/month. Intuit will rule the world, and really poorly. Data mine and security hole. Thanks for letting me vent!

A

AAuto

I am having the same issue. While in the pay bills window, if I "go to bill" my system won't save the revised bill, or the system crashes completely. I have contacted support twice, tried all the fixes, and the problem persists.

Ugh! after 20 years of using QB I may have to switch to something else.

D

dlc092457

I have a client that uses QuickBooks Desktop Premier Contractor 2022. Two weeks ago a problem began. The program works ok until payroll needs to be run. When any portion of payroll is started the program crashes. We have spent more than 20 hour on the telephone with QuickBooks, and they can't figure out the issue. This has even been escalated to the DAR team. I backed up their information and restored their file on my desktop version of Accountant 2023. I was able to run the payroll with no problem. I upgraded this client to Accountant 2023, backed up my file and restored it on their computer. Worked great, until I tried to open payroll. IT CRASHED AGAIN! There has got to be a fix for this. Please help. Thank you.

C

ChristieAnn 11

This post has been deleted.

Hi there, kylel821 and AAuto.

I can see that things have been challenging for you while accessing the company files and that it's not the sort of experience we want you to have while using QuickBooks. With this, I'll be sharing troubleshooting steps so you can open your vital financial data, then point you to the right support team to assist you further on this matter.

Please know that There could be several possible causes why your QBDT stopped working or has persistent crashes. These are:

Your company name may be too long
You may have a damaged or missing QBWUSER.INI file
You may have corruption on your hard drive
Your program files or QuickBooks Desktop installation may be damaged
You may have a damaged Windows operating system

To resolve this, I recommend running the Quick Fix my Program from the QuickBooks Tool Hub. You can follow the steps provided by

LollyNino_C above, and you can continue with the remaining stages if the problem persists.

If the issue continues to occur, I recommend contacting our QuickBooks Desktop Support Team. They have the tools to pull up your account in a secure environment and be able to investigate the cause of the problem.

Lastly, you may refer to this article to see different features included in the QuickBooks Desktop 2023 release and how you can use them to benefit your business: What’s new in QuickBooks Desktop 2023.

I'm just a post away if you have any additional questions about accessing your QuickBooks. I'm more than willing to help, kylel821. Have a great day!

D

dlc092457

I have followed all these steps. I have talked with the desktop support team a total of 10 hours. I have talked with the data recovery team. NO ANSWERS! I was left with the worst answer a CSR can give "Well, it must be on your end."

I

iH8theonlineversion

It crashes after every time I open it and type in some sort of data. EVERY time. And, I use QBox to host my data and they always blame it on that and it is NOT that. I have moved the file out of QBox and still, same issue. I have used test companies, same issue. And the annoying thing is that the data I was working on is lost. I have done every trick there is in the book to fix this and have not found one. Buhler? Anyone have a fix? And, I am fully expecting the canned Intuit rep answer from the bot like support agents. Not to be harsh, but please answer with something that actually helps, not the multitudes of fixes I have used.

R

rvrfrf

Thanks for joining this thread, iH8theonlineversion. I appreciate your detailed information.

Have you already troubleshot the situation with your QuickBooks Tool Hub? If not, I'd recommend doing so initially. Detailed steps for this process can be found in Carneil_C's post.

In the event your Quick Fix my Program and QuickBooks Program Diagnostic Tool utilities didn't solve the problem with QuickBooks crashing, you'll want to try renaming your QBWUSER.ini file.

Here's how:

Open the folder where your QBWUSER.ini file is saved. This is usually located in the following area - Users/[Your user name]/AppData/Local/IntuitQuickBooks[year]. If you can't see your folder, you might need to enable hidden files and folders.
Right-click the QBWUSER.ini file and choose Rename.
Add ".old" to the end of your file's name (it should be renamed as "QBWUSER.ini.old").
Rename the EntitlementDataStore.ecml file.
Reopen QuickBooks.

If your books don't crash after you've renamed the QBWUSER.ini and EntitlementDataStore.ecml files, try opening a sample company file. In the event you're able to open a sample company, but not your own, copy your file to a different folder and open it from its new location. Intuit recommends using a local folder, instead of a network location. If you can open the file after moving it, your problem might be a damaged folder or folder permissions.

In the event it continues crashing after performing each of these troubleshooting processes, it's possible your company file itself is damaged. You can try restoring to an earlier backup of it if one exists.

If you weren't able to open a sample company file, or QuickBooks continues crashing, you'll want to get 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 outside of QuickBooks if your books are crashing before you can contact them through the Help menu.

I've also included a detailed resource about QuickBooks crashing which may come in handy moving forward: While working in QuickBooks, QuickBooks closes unexpectedly (crashes with or without an error)

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

I

iH8theonlineversion

Thank you for this and ALL of this has been done. Sample file crashed. CLEAN uninstall of QB and re-install, still happens. Have used the useless tool hub and still happens. There is an issue in the program. Period.

J

jfrey77

I've been having the same issues since upgrading to 2023 - QB has crashed 3 times this week alone. It happens randomly and does not depend on what I'm doing. It is very frustrating - considering a switch to Sage Intacct.

A

alorshbough

This is really getting ridiculous. I can recreate the crash 100% of the time by hitting esc. I also discovered yesterday if you have the Pay Bills open, hit ctrl F, pull up a bill, make a change to the amount, alt A to close, it also will crash 100% of the time. If you go to the Home Screen first and then do those steps, it will not crash. Hopefully that helps someone. Are they trying to get us to use the mouse and not keyboard shortcuts so we will like QBO more?? This is so inefficient! I can’t do my job quickly when I can’t use the keyboard shortcuts and hit esc to close out of windows. Intuit NEEDS to fix this!!

-disgruntled ProAdvisor

A

AAuto

I noticed when I am paying bills in the pay bills window that if I am sorting by reference number and have to go to a bill and edit it , upon saving the edited bill my program crashes. This makes reconciliation take forever.

I am so frustrated.

Q

QG6281

Hello, QB keeps crashing on windows 11, went through all steps, countless hours with QB tech support. There is no error. I have bought a brand new $ 2000 machine to try to fix this issue but no. Even checked company file, changed company file location, changed company file name, did all updates, still same issue. If anyone finds a fix, please let me KNOW!!! Finally they advised me that we should switch to QB Online version.

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