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Resolving the ProSeries error: A problem was encountered that has caused your program to crash

by Intuit Updated 6 months ago

When attempting to open, use, or update ProSeries Professional or ProSeries Basic, you may receive an error, and either the program or update will close.

Before you start:

  • 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.

ProSeries 2020 and newer shows the error:

"A problem was encountered that has caused your program to crash."

PCG_PS_L1rStxW6M_01.png

For ProSeries 2019 and prior, the error displays as:

"ProSeries 20YY - Has stopped working."

This error can occur when:

  • When updating your software produces the error message ProSeries Update has stopped working.
  • After signing into ProSeries, but before ProSeries opens.
  • When adding a client, deleting a client, or when saving a client.
  • While performing a Homebase reconciliation.
  • Your Windows operating system not being updated.
  • You do not have the latest version of Microsoft .NET Framework installed on your computer. Microsoft .NET Framework is a Windows component that is required and used by your ProSeries software.
  1. Close ProSeries.
  2. Download the ProSeries Tool Hub Install file. Save the file  somewhere you can easily find it (like your Downloads folder or your Windows desktop).
  3. Open the file you downloaded (ProSeriesToolsHub_Setup.exe).
  4. Follow the on-screen steps to install and agree to the terms and conditions.
  5. When the install finishes, double-click the icon on your Windows desktop to open the Tool Hub.
    PCG_PS_TH_Icon.png

If you can't find the icon, do a search in Windows for ProSeries Tool Hub and select the program.

Step 2: Run the Component repair tool

  1. Open the ProSeries Tool Hub.
  2. Go to the Program Problems tab.
  3. Select the ProSeries Component Repair button.

In the order listed below, try the following set of steps until the issue is resolved.

  1. Close the ProSeries program.
  2. Browse to the following directory:
    • C:\ProWinYY\Updates for Professional stand alone
    • C:\BasWinYY\Updates for Basic Edition
    • X:\ProNetYY\Updates for Professional network install
  3. Delete the contents of that Update folder.
  4. Launch the program.
  1. Close the ProSeries program.
  2. Browse to the following directory:
    • C:\ProWinYY\Updates for Professional stand alone
    • C:\BasWinYY\Updates for Basic Edition
    • X:\ProNetYY\Updates for Professional network install
  3. Delete the contents of that Update folder.
  4. Browse to the following directory:
    • C:\ProWinYY\32bit for Professional stand alone
    • C:\BasWinYY\32bit for Basic Edition
    • C:\ProWinYY\32bit for Professional network install
  5. Right-click on the file ProSeriesUpdate.exe and choose Run As Administrator.
  6. Launch the program.
  1. Sign in to Intuit My Account dashboard.
  2. Select the Download button for the year impacted.
    • For prior years select Previous Years to access the Download button.
  3. Choose to Run the file.
  4. Proceed through the installation using the default settings. This will repair damaged files without changing any program settings.

If the error continues to happen run Windows Updates to make sure all required updates are installed.

If the error continues it may be caused by a missing or damaged version of Microsoft .NET framework. This article will help repair the .NET installation: Repair or Reinstall Microsoft .NET Framework

ProSeries Basic

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