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ProSeries crashes during sign in

by Intuit• Updated 3 weeks ago

When opening ProSeries Professional or ProSeries Basic, instead of the sign-in screen, an error message appears saying "ProSeries - 20YY Has Stopped Working" appears.

Before you start:

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

  • This article references default installation paths and uses YY to reference the tax year in 20YY format. C: will always indicate the local drive and X: will always indicate the network drive.
  • This error is often caused by conflicts on the computer that may require IT professionals assistance.
  • Try to Open ProSeries after trying each solution below.

Repair ProSeries Updates:

  1. Close ProSeries.
  2. From the Windows Start menu choose the ProSeries folder for the tax year.
  3. Select Tools - Repair Update.
  4. Apply updates once the download completes.
  5. Open ProSeries.
  6. Open ProSeries again and attempt to sign in. If the sign-in screen still does not load correctly continue with the common solutions below.

Clearing the browser cache:

  1. Close ProSeries
  2. Open File Explorer.
  3. Browse to the CefSharpBrowserCaches folder:
    • The default location is C:\Users\username\AppData\Local\Intuit\Common\CefSharpBrowserCaches
  4. Find the ProTaxYY folder for the year impacted.
  5. Right click on the folder and select Rename.
  6. Add OLD to the end.
    • Example: ProTax20OLD
  7. Open ProSeries
  8. The cache will be rebuilt automatically

Common solutions:

  • Run Windows Updates and install any critical and optional updates. Review the update log to see if any updates have failed. Any failed updates need to be resolved by IT and/or Microsoft support before continuing.
  • Update device drivers on Windows.

Less common solutions:

  • ProSeries is only tested on English versions of Windows. You may receive this error if you're running on a non-English version of Windows.
  • Check the following Windows registry key using the following steps:
    1. Open RegEdit.
      • You can do this by typing "Registry Editor" in the Windows search box and pressing Enter on your keyboard.
    2. Click Yes for the Do you want to allow this app to make changes to your device? window.
    3. Browse to the following location:
      • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Lsa\FipsAlgorithmPolicy
    4. Double-click Enabled.
    5. Make sure the Value data is set to 0.
      • If it isn't, set it to 0 now.
    6. Click OK.
  • This may be caused by outdated Adobe Flash components on the computer. Older versions of ProSeries still require Adobe Flash to be installed and functioning.

After entering the password and selecting Sign In, the Manage Users screen goes away and ProSeries crashes, or the ProSeries sync dialog displays and at some point ProSeries crashes.

If the Current Year Client File folder is set to C:\ it'll cause this issue for ProSeries Basic and ProSeries network version.

The main cause of a crash after signing in is damage to the HomeBase. See How to completely rebuild the ProSeries HomeBase for complete steps on repairing HomeBase damage.

  • From the Start menu, select ProSeries for the year having the sign in error, then select ProSeries Updates.
  • Run Windows Updates and install any critical and optional updates. Review the update log to see if any updates have failed. Any failed updates need to be resolved by IT and/or Microsoft support before continuing.
  • Update device drivers on Windows.
  • Disable Adobe on the computer using the following steps:
    1. Open Internet Explorer.
    2. Hold down Alt + T on your keyboard to bring up the Tools menu.
    3. From the Tools menu, select Manage add-ons.
    4. Select Toolbars and Extensions from the left navigation panel.
    5. On the right, select any Adobe extensions and click Disable.
ProSeries Basic

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