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MarcNJ
July 27, 2023
Question

QB Enterprise Freezing/Crashing (have tried almost everything at this point...)

  • July 27, 2023
  • 5 replies
  • 0 views
A few weeks ago an end-user that runs QB Enterprise v23 (Manufacturing and Wholesale) on her computer (which also serves as the QB server for three other workstations) reported that while leaving QB running but minimized throughout the day, it would just randomly shut down (and disappear from the taskbar) with no warning. At the time, she was running Win10 Pro.
 
In looking at the Windows event viewer, I came across the following entries:
 
Event ID: 4
An unexpected error has occured in "Intuit QuickBooks Enterprise Solutions: Manufacturing and Wholesale 23.0":
LTSM:: Failure in parsing EWS Response. PSID=
 
Event ID: 4
An unexpected error has occured in "QuickBooks":
MainFrame must be already created by now as this dll is demand loaded
 
I tried a bunch of troubleshooting based on the above errors, including full reinstallation of QuickBooks, but nothing solved the issue. I got Intuit Support involved (at an escalated level since I couldn't actually get anyone at a regular level to even assist/respond) and they took a look at the QB logs themselves and provided some suggestions (I can't recall all) that did not help. Here are those suggestions that I can remember (that did not help):
- Turning off Auto Data Recovery (ADR)
- Running a local verification and repair of the QB company file
 
Around this time, the end-user reported that now QB was just randomly freezing throughout the day and the only way to close it and regain access was to kill the application via task manager. Another user had previously reported the same silent crashes that this end-user was previously experiencing, but this other user now reported no further issues on their end (they were one of the other workstations that just accessed the QB company file over the network).
 
The QB company file was provided to Intuit Support's Data Department and they supposedly made some fixes, but on using the "fixed" copy the problem persisted. I upgraded the end-user to Win11 on the off chance that this might help, but it did not. Finally, I backed everything up, did a full wipe and reinstall of the OS (via cloud download of Win11) and then reinstalled everything...and the problem STILL was occurring.
 
I'm pretty much out of ideas at this point. I can try moving the QB company file elsewhere on the network, but I don't think that will help. The only other "solutions" I can come up with are to have the end-user access QB via remote access internally (using VNC or similar) on another computer, or maybe just moving them to cloud hosting (not QuickBooks Online, but true cloud hosting of QB).
 
If anyone has any other suggestions, I'd definitely be grateful!
 
P.S. The only thing I can think of is that maybe some of the software I reinstalled is somehow conflicting with QB all-of-a-sudden (most software has been on this computer for a while, but maybe an update to another piece of software is causing issues?). Here's a screenshot of all the software installed if it helps: https://ibb.co/pvTK0VY
 
P.P.S. One other thing that these end-users have a habit of doing is leaving QB running after they are done for the day. I've told them countless times not to do that, but they do it anyway. I don't think that has any bearing on this issue (since they have been doing it for a lot longer than this issue has been occurring), but just thought I'd mention it.

5 replies

Fiat Lux - ASIA
Fiat Lux - ASIA
July 27, 2023

How big is your file size?

R
Rea_M
July 27, 2023

I appreciate you going through all the troubleshooting steps to resolve your issue, MarcNJ.

 

Let me redirect you to the best help available to further check the status of your case with your QuickBooks Desktop (QBDT) company file, and get you up and running again.

 

Since you still get the same error, even after performing several troubleshooting steps, I'd recommend contacting our Data team again. Here's how:

 

  1. Go to Help, then select QuickBooks Desktop Help.
  2. Select the Contact Us button.
  3. Enter a brief description of your concern in the What can we help you with? field and click Continue.
  4. Choose a way to connect (Chat or Callback).

 

Additionally, I'd recommend backing up your accounting data in QBDT. This way, you can restore one if you run into problems in the future.

 

Let me know if there's anything else you need in managing your business growth using QBDT. I’m more than happy to help. Wishing you the best!

C
ckritt3
July 31, 2023

We are experiencing the same today and now we can not get into QB at all.

Enterprise 2022 and Windows 11.  Worked fine this morning from 7-9ish.

Cindy

C
Carneil_C
July 31, 2023

This isn't the experience we want you to have when using QuickBooks Desktop Enterprise, @ckritt3. I'm here to assist you and provide some troubleshooting actions to resolve this crashing issue in QuickBooks Desktop and get back to business in no time.

 

There are several potential reasons for the sudden freezing of your program, including: 

 

  • A lengthy company name
  • A missing or damaged QBWUSER.INI file
  • Hard drive corruption
  • Damaged program files or QuickBooks Desktop installation
  • A damaged Windows operating system 

 

To get you back to business seamlessly, I recommend following these steps:

 

  1. Close QuickBooks.
  2. Download and open the QuickBooks Tool Hub file.
  3. Follow the on-screen steps to install and agree to the terms and conditions.
  4. Click Finish.
  5. Double-click the icon on your Windows desktop to open the tool hub.
  6. In the QuickBooks Tool Hub, select Program Problems.
  7. Click QuickBooks Program Diagnostic Tool. Let the tool run. It can take up to 20 minutes.
  8. When the tool finishes, restart your computer and relaunch QuickBooks.

 

For a more detailed step-by-step procedure, I'll add this reference: Fix issues when QuickBooks has stopped working.

 

If it persists, I recommend contacting our QuickBooks Desktop Support Team. They can look into the matter more closely and suggest a possible solution.

 

Additionally, I'd like to provide valuable resources to help you resolve any performance issues you may encounter.

 

 

Drop by this thread again if you have future concerns with managing your data in QBDT. I'm always here to help. Keep safe always.

S
sally1026
August 10, 2023

I am having the exact problem... it just freezes and the only way to close it out is to use the task manager.  I am using Windows 11 ver 23 Manufacturing and Wholesale.  I have had the complete reinstall and that has not worked either.  There is no rhyme or reason... it may go 10 min and freeze or it may not freeze for a couple hours but it irritating to be looking at a statement and then start to make the change and it has frozen.

JoesemM
JoesemM
August 10, 2023

Hello @sally1026, I am grateful that you have joined the thread and performed some troubleshooting steps to resolve the freezing issues while using Quickbooks Desktop.

 

I understand that you have already taken some steps to address the freezing problem you are experiencing with QBDT. Allow me to suggest additional troubleshooting measures to help restore your QuickBooks to its normal functioning.

 

There's a chance that the file will occasionally become corrupted or damaged, making it impossible to open. You can effortlessly launch the desktop application by suppressing it.  

 

Here's how:

 

  1. Press and hold the Ctrl key.
  2. Double-click the QuickBooks program icon.
  3. Hold the Ctrl key until you have the no Company Open window.

 

If you continue to get the same result, perform Solutions 3 up to 5 in this article: QuickBooks Desktop won't open.

 

However, I'd advise getting in touch with our Customer Support Team if the problem still exists after performing the suppressing steps. If other users report the same issue, they can look into it further and open an investigation ticket. To reach them, you may follow the steps shared by Rea_M above or click this link: Contact QuickBooks Desktop support.

 

In addition, these articles contain solutions on how to troubleshoot data damage issues, networking, or company file errors to name a few:

 

 

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead. Take care.

C
CajunControls
August 17, 2023

This random freezing issue started for us early last week, I believe.  I had thought that it was an update that went wrong and would be fixed, but it has not been.  I also thought that since we were still using QB Desktop Enterprise 21, that it was time to do the upgrade and proceeded.  Now we are current, at 23. Still same issues.  2 hour phone call with support due to database server manager not working with new install.  Everything seemed fine, but we are still having a couple of random freezes a day per user on their own work stations, which is better, but not right. Tool hub fix my program seemed to have helped with the frequency also.

 

Is Intuit going to acknowledge that something happened a couple of weeks ago, and that they are working on a fix??

Please let us know.

Thanks

B
BlaiseJC
September 8, 2023

We're also experiencing this. It's followed the same progression: began with random, "silent" crashes to desktop without an error or hang. After about a month, it now hangs and must be closed with task manager. Can occur 10 minutes after opening or 2+ hours, the timing is random. The related Windows event viewer error messages are difficult to decipher and seem to point towards some kind of printer driver issue, but that may be an illusion.

JessT
JessT
September 8, 2023

Hi BlaiseJC,

 

I recognize you're facing a similar issue with random crashes and software hang-ups, which can occur at any time. While Windows event viewer errors may point to a printer driver problem, we're here to help find the cause further, and thank you for your patience.

 

Upon reading the answers in the previous responses, I can see the Carneil_C's answer explained a lot. He has provided the necessary troubleshooting steps that we can advise from here. For this reason, I'm encouraging you to contact our QBDT Support so they can check this further using more tools.

 

  1. Go to Help, then select QuickBooks Desktop Help/Contact Us.
  2. Select Contact Us.
  3. Give a brief description of your issue, then select Continue.
  4. Sign in to your Intuit account and select Continue, and then Continue with my account.
  5. We'll email you a single use code. Enter your code and select Continue.
  6. Select to chat with us or Have us call you.

 

If you have any other concerns, feel free to go back to this thread. I'll be happy to help you further.

C
ClickITsdone2023
November 14, 2023

When is this issue going to be resolved??!
I have gone so far as to make a clean install of Windows Server 2022, no other programs installed on the machine and before even opening a company file you get, ' An unexpected error has occured in "QuickBooks": MainFrame must be already created by now as this dll is demand loaded'

This is not a company file issue as one isn't even loaded yet when this error comes up. Who has the solution? I'm ready to recommend moving a client that has been using your software since 1997 to something else like sage. A real answer would be appreciated. Thank you.


J
Jelayca V
November 14, 2023

I understand where you're coming from, @ClickITsdone2023. 

 

I appreciate your efforts in trying to resolve the issue. Please know that we are here to help you. If you encounter any problems, you can still contact us  and we will assist you in getting back on track. You can contact us through this link: https://quickbooks.intuit.com/learn-support/help/en-us/contact-us. 

 

Once you are on the page, you can post your concern and choose how you want to connect with us - either through chat or call. In case you need to contact the right person for assistance, we can also guide you on the best way to do so. 

 

If you are experiencing unexpected crashes with QuickBooks, we have some troubleshooting solutions that can help you address the problem. We have references that can assist you in resolving any issues that may arise while working with QuickBooks:

 

 

If you have any questions about QuickBooks Enterprise Suite setup, please don't hesitate to reach out to us. Our community is always available to help you with any concerns you may have.

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