Installed Proseries 2025 today on a Windows 11 virtual machine and freezes upon opening

[RichieA]

Hello,

I installed the 2025 version of Proseries today and everything went fine until I tried to open the program. 

When I input my account info and password into the program, the program starts and loads a small window with my Proseries Home Base, not full sized, and immediately freezes. The menu bar at the top goes gray and I can't do anything with the program. Also, I can't close the window as it is frozen so I have to go to Task Manager and close it out there. Not sure what the problem is since I can still use all my prior years Proseries up to the 2024 year. 

Can someone please help?

Thank you!

[Just-Lisa-Now-]

What's a virtual machine?   Oh, I see.  If you google  

will proseries run on a virtual machine?

You'll find that official support is limited, but you may find guidance in the articles that come up.

[Kathi_at_Intuit]

Hi @RichieA Thanks for posting in the community and sharing what is happening when trying to open ProSeries on your virtual machine. We would try the following:

1. Restart the Virtual Machine, try again.
2. If still happening, go to the Windows Start Menu>All>Scroll to ProSeries 2025 folder and expand it. 
3. You will see Tools - Connected Customer and Repair Updates. Try running the Connected Customer first and follow the on screen prompts.
4.  If still having an issue, try the Repair Updates. 

Let us know if this helps. 

Thanks! 

Kathi

[RichieA]

Unfortunately it didn’t solve the issue. What’s odd is that the Home Screen opens and gives me the option to transfer last year’s clients. Once I click yes it immediately freezes. Even if I click no, it does the same thing. 

[jkalinich]

I'm having this same issue.  Installed on a virtual machine with Parallels.  It allows me to select the  option for transferring last years clients but the next screen freezes.  I have to force close the application through task manager of windows.  I tried to re-run the application and not select transfer last years clients and still have the same problem.  I've uninstalled and re-installed the application and still have the issue.

Help!!!

[jkalinich · Accepted solution]

The issue seems to be that Intuit is popping a marketing message for one of their services which you have to acknowledge before you can begin using the program.  The virtual machine for some reason doesn't display it.  I was able to finally see it by going between different display modes (coherent and full screen).  

[RichieA]

Thank you. I finally figured it out this morning when I woke up @5am (this issue had me anxiety ridden, haha). What I did, instead of adjusting my resolution, I clicked on the stuck window then I pressed Alt+Shift and in that pop up menu I simply clicked Maximize and voila! there was the dreaded pop-up screen that I was able to close and Proseries was back! Thank God! Maybe I can sleep tonight? 😴

[uhtaxmba]

None of these solutions has worked for me.  BTW what is a virtual machine?

[RichieA]

If you're having the same issue as I was having then the solution that was posted should work. 

If so, make sure you right click along the top of the window that is unresponsive. Once menu box opens up, click Maximize. Then you should see the pop up window giving you the trouble. Close that window and you should be able to fully access Proseries. That is what worked for me. 

Also, a virtual machine is something I use because I am on an iMac. Since the Proseries software only works with Windows, I am using a virtual Windows operating system that is formatted for Apple's Mac OS. 

Good Luck!

[Kathi_at_Intuit]

Hi @RichieA Thanks for letting us know that it did not work and sharing what worked for you in the Community. We appreciate you taking the time to do so, as this may help someone else facing the same issue.

[TereeC]

I am glad you found a solution.  I have a Mac running Parallels with Windows 11 too.  So have this virtual machine problem too.  Unfortunately I am not able to get past the frozen screen with any of these solutions.  I can't even Uninstall the 2025 program.  I am at a loss for what to do next.  I think I will try to delete all of the files in the 25 folder, and start again.  Then I will call ProSeries.  I know they don't really support this way of using their program, but I hope they understand that it is the reality of how people are working these days.  Maybe it is time to retire.

[TereeC]

It turns out that you can't even delete or uninstall the program with this window open.  I will call ProSeries tomorrow.  Like I said, maybe it is time to retire....

[RichieA]

It’s a really simple problem that is being caused by pop up window you can’t see. To access this pop up window, you need to  right click along the top of the frozen window and you should see a small menu that gives you the option the Maximize the window. Click on Maximize and you should then see the pop up window that was previously hidden. Once you see that window, close it and then you can access the frozen window and then get into Proseries. 

[TereeC]

Well I figured out my issues as well.  Turns out that on the Mac you use Command w to get the screen with one of the choices being "maximize".  I reinstalled the program and so far it looks like it is working ok.  Only about 8 hours wasted so far.  

By the way, it looks like the Migration tool works pretty well.  Not sure why that is not mentioned more!!

[lindner1611]

None of the solutions worked for me.  I have a stand alone laptop (Windows).  When I right-click, I don't get a window to maximize.  Shift-Alt doesn't do anything either.

[RichieA]

Try pressing ALT first,  then hold it and hit the SPACE BAR.      

[lindner1611]

It worked now when I logged in.  Maybe Intuit installed a fix???   Thanks for your help RichieA!!

The Pop Up for the W2 / 1099 came up after I signed in.

[The_AntiTax_Man]

@RichieA   Yes, but once again the early worm gets eaten by the early bird.  Thank you for blazing the Intuit programmer known issues trail for many users to follow.  Rolling over clients with the early version is usually an unforced error on the user's part.  Please blaze ahead and find the problems. Thank you!

[dhyatt]

Almost none of the other solutions worked for me, e.g. I could never access the marketing message (shame on you intuit). working with an AI tool I got this answer which may be specific to microsoft surface pro:

force Windows to stop scaling the ProSeries application specifically.

    Close ProSeries completely using Task Manager.

    Right-click the ProSeries 2025 shortcut icon (on your desktop or in the Start menu) and select Properties.

    Go to the Compatibility tab.

    Under "Settings," click Change high DPI settings.

    Check the box for Override high DPI scaling behavior.

    In the drop-down menu below it, select System (Enhanced) or just System, then click OK on both windows.

    Relaunch ProSeries.

[adamthetaxman EA]

I have the same install problem....

2025 program installs, then logs in, then opens a small window....can't do anything after that.

The small window does not accept any input and can only be closed using task manager.

[Bruce25]

Same thing happend to me. Any solution yet?

[adamthetaxman EA]

try the shift-alt or shift-alt-space bar trick while your cursor is on the top bar of the window.  Should open up the window menu, if it shows "maximize" you are gold....of no "maximize, you are not gold...

[Bruce25]

IN THE WINDOWS TOOLS. find window sizes and press alt-x

[DTCME-TISH-CORLEONE]

Thank you so much!!!!!!! I appreciate you!!!!! It worked.