Proseries closing down often

[Dellen3]

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?

[garman22]

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

[IRonMaN]

@Orlando  - any guidance on this one?

[adrianap]

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 

[Stormy Lady]

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.

[garman22]

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

[abby]

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.

[Orlando]

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.

[Dellen3]

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.  

[Dellen3]

and I should have stated, I did not get that screen.  I would just look up and it had closed down.  No message, no warning.

[Dellen3]

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!!

[Dellen3]

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

[Dellen3]

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

[Dellen3]

Okay... this is getting very discouraging.  I did the "repair update" this morning and have printed 4 tax returns.  It has closed 3 times.  I printed the return, put it together and went to start the next and it had closed.  Please please please someone fix this.

[Orlando]

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. 

[garman22]

can you print to PDF and then print from there? I found this method much faster than printing directly from Proseries. I thought they had this issue before and Intuit NEVER came back with a reasonable explanation. 

[Dellen3]

I hadn't thought to try that.... because after paying all that money... it should work or we should have a way to contact them for a better fix.

Thanks for the suggestion.  I appreciate it.

Ellen

[Dellen3]

@Orlando I appreciate it, but there is literally no window.  It just shuts down, no warning, no message.  I find that if I print then move when I close the print dialog box down, I immediately move select another client, it seems to not close.  Doesn't seem probable that this is a solution, but I'm trying to keep aware of just what I do before it closes.  It hasn't seemed to... for almost an hour... Thanks for watching out for us.

[Orlando]

Hi.. For the repair thing, can you..

- Restart your machine

- Go to Start Menu

- Choose Proseries 2020 -> Tools Repair Updates

We think the issue is that the ProSeries Updater is not successfully shutting down ProSeries in some cases during update, so it's keeping some files locked. Those files then don't get updated and the product gets out of whack.  Restart the machine will ensure ProSeries is not running for sure.  Then running Tools  - Repair Updates (not  ProSeries Update) should address.

If you do that and still see the problem.. follow the steps I detailed earlier to send us the logs. We'll then contact you to directly follow up.

[Dellen3]

Did that this morning... and this afternoon it closed itself 9 times.  It did it twice while I was transmitting a return.  I MUST GET THIS RESOLVED.  I lost over an hour today.  I told you before, there is no crash record, no log to send to you.  It literally just closes. @Orlando 

[Orlando]

ok. 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"

[Dellen3]

@Orlando  there is NO zip file to send.  There is no error report.  It just closes.  Friday afternoon it closed itself after almost every print, and DURING an efile transmission.  I just spend 2 hours fixing that mess this morning.  Then this morning I selected 4 files to convert and transmit and it closed after converting.  Then I re-logged in and clicked those 4 files to transmit.  They seem to have gone thru.  I have done the repair update 4-5 times... I updated all my windows... this is unacceptable.  If I can find out how, I will be calling support and they MUST get this fixed.  At this point, I am beyond upset.  Today I am trying by stopping all my anti security .... let me tell you how upsetting THAT is, but if it works, I have to get my work done.  I am stand alone.  If I'm down... many, many, many people are screaming at me.

Ellen

[TAXOH]

@Dellen3 

It doesn't show up as a dialog box when it closes.  If you look at the icons on your desktop you will see a file folder that says ProSeriesLogs.

[Dellen3]

I have no icon on  my desktop with that folder or name.