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Level 3
March 18, 2021
Question

Proseries closing down often

  • March 18, 2021
  • 23 replies
  • 48 views

I searched for this issue and nothing came up.  3-5 times each day after I save and print a client, ProSeries is closing.  I have to reopen, resign in.  I have updated from inside the program as well as outside it.  Anyone else?

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23 replies

Intuit Community Champion
March 18, 2021

Seems to be widespread. Many in Facebook are complaining about the same thing. I have no idea if Intuit is even aware of it. 

Dellen3Author
Level 3
March 19, 2021

I did their suggested fix this morning... fingers crossed!

 

IRonMaN
Level 15
March 18, 2021

@Orlando11  - any guidance on this one?

Slava Ukraini!
Level 3
March 18, 2021

I called proseries 4 times for this issue and they updated windows in my computer and it got better, still crashing but only 2 times a day, down from 6-7 times.

this is the first time proseries is crashing 

Dellen3Author
Level 3
March 19, 2021

I know.... and no warning... and not always at the same place.  Let's hope this mornings fix does it.  

Level 8
March 19, 2021

I appreciate the patience.

Let's do this.  If it shuts down on you - or anybody - without that "ProSeries Crash Feedback" dialog please:

  • Open ProSeries again
  • Go to Help -> Send Files
  • eMail the resulting .zip file (saved to your desktop) to proseries_engineering@intuit.com.  In the body put "For Orlando, regarding ProSeries closing down often"

That will collect all of our various logs.  Usually if it's our programming error we'll see enough information in there to figure things out.  Unfortunately more often it's an issue with something we depend on, and we'll have to partner with our care specialists to dig into the full system and/or returns to figure out what's going on. 

Level 3
March 18, 2021

I posted the same thing this morning.  I have shut down the program, rebooted the computer several times and it is still happening.  I did hear that a windows update messed up with some printing issues so that may be the problem.

Intuit Community Champion
March 18, 2021

Ive heard Lisa mention to try "Repair" updates, I think. You can try that and see if it helps.

Level 3
March 18, 2021

ME ME ME!!! I'm on with tech support for the 7th time in 8 days....we've tried EVERYTHING. I cannot believe the number of problems I'm having with this 2020 software and no one can seem to figure it out.

Dellen3Author
Level 3
March 19, 2021

Agree with all you said.  It has been very frustrating with a frustrating year as well.  I can only imagine what the programmers and dealing with so I am trying to give grace upon grace.  I wish there was an easier way to reach help... I miss the old days of online chat.  Finish the season strong!!

 

Level 8
March 19, 2021

When it closes, do you get the following dialog:

If so, please put "For Orlando, from Dellen3" the next time it happens and let me know here to go look for it.

In general, we see crashes and shut downs for a few reasons.

  • Impartial updates.  Sometimes an anti-virus or backup software will lock a file, preventing an update to that file. The rest of the files get updated, and then things are out of sync.  If things are suddenly going awry after an update, try Start Menu, ProSeries 2020 -> Tools Repair Updates. This seems to be the most common cause for sudden issues.
  • Windows Problems.  We rely on a lot of windows code.. sometimes it fails for certain people who are on certain patches/updates.  Updating windows might work, but it is often unfortunately a guessing game.
  • Antivirus Problems.  Suddenly AntiVirus will remove an executable or quarantine a file, causing things to break.  Exempting ProSeries directories from scans and/or whitelisting them often helps.
  • Code Problems.  Unfortunately ProSeries is millions of lines of code.. that depends on probably billions of lines of code from other Intuit teams, Microsoft and other companies.  As things get reported we triage based on severity and frequency across customers.   The more detail you can provide in the reporting mechanism, the better chance we can have at reproducing the issue.  I can say with certainty we don't knowingly release crashes / issues like this .. and when they happen, they are usually exceedingly difficult to reproduce since they often depend on specific machine environments or complex return types.
Dellen3Author
Level 3
March 19, 2021

Will do.  I did the suggested close down and repair updates this morning, so hopefully that will fix the issue.  I'll let you know.  It mostly seemed to do it after I converted efile and before they were sent to intuit.. or after I downloaded acknowledgements.  But I know yesterday it would do it sometimes after I printed.  I'll record better and report if it does it again.  Thanks for your help.