I have ran and re ran the proseries updates off the start menu and today is the worst! Especially during the error check and during efile process. Also, why is BASIC excluded from weeding out the EDD clients? We literally have to go 1 by 1 to figure out who had EDD that we already filed on! While I'm in here I might as well add to e-signatures.....5 clients lost data completely while in transit to be sent to email. 20 years and this has had the most trying one for sure.
I'm sorry for the frustration.
We know that some users have entered this state by way of an update partially failing (some of the files get updated; some don't because they are locked). We think we've figured out why that happens in most cases and will have a fix soon. To get back into a stable state,
- Restart your machine
- Go to the Start Menu and Choose ProSeries 2020 -> Tools Repair Updates
If you've done that and it's still failing, then we need help isolating why this is happening.
If you get a dialog titled "ProSeries Crash Feedback", just enter "For Orlando" from your userId here, provide as much detail as you can in terms of what you where doing at the time it shut down and submit.
If it's just shutting down without any dialog, reopen ProSeries, choose Help -> Send Logs, and email the resulting .zip file (saved to your desktop) to email@example.com. Then we'll provide further questions and instructions there.
That might be a clue. Perhaps there's something with permissions or with saving files. Can you email me at firstname.lastname@example.org, including as an attachment the following file:
[ProSeries installation directory]\32bit\logs\proseries.txt
Where ProSeries Installation Directory is probably c:\ProWin20 or c:\BasWin20
I still am crashing upon various commands. This has been happening since 3/18/2021. This is not good. I have tried everything suggested and nothing works. Considering switching vendors at this point, even though that will be a nightmare too..
How do I uninstall and reinstall the program? Will my data files be lost if I do this? Lots of returns in progress or waiting to be filed.
I would like to know when, this is going to be taking seriously. My computer keeps crashing at random times. I cannot E-file any clients with out it crashing. Please work on this problem, and do not dare send me a flyer to purchase next years program.
The Intuit team is working hard to try to figure this out. I have been in contact with them and have been sending them information each time my program crashes, which has been at least a dozen times a day. Hopefully they will contact you to see if you can provide any help. This issue has them stumped as it only affects around 15 or so people.
"as it only affects around 15 or so people"
I hope the person that told you that also doesn't also serve as an election official since they can't count for beans.
I'm tracking 15 or so people who've emailed email@example.com. I think we counted 40 on facebook. Whether it's 15, 40 or 400 we're working around the clock to figure things out. Thanks to a few folks who let us turn on advanced Windows debugging we now have a bit more information and are trying out a theory on a few customers this morning.
How about putting an alert in the software telling folks that are having the problem to e-mail their logs and or whatever else would be helpful to that e-mail address to help solve the mystery?
@IRonMaN you have got to be kidding... communication from Pro Series? That will never happen. They can't even tell us what they fixed when they update the program.
@Orlando I really would like to know why we cannot be informed of what was fixed when a program is updated. "
- Various form and electronic filing validation update
" is totally useless. What did you fix? If we have a client affected by what you fixed we deserve to know.
Thursday night we were able to reproduce the frequent crashing issue on 2 of my school laptops and worked up two changes that prevented the issue on those machines as well as the machines of a few customers we worked directly with. We deployed those as an update last night, and confirmed this morning with a few others. The first will kick in automatically after you update and restart ProSeries. If that doesn’t work there is a new Help Menu Option called “Enable ProSeries Safe Mode”. Enable that and restart ProSeries. I believe there will be an in product alert and/or community article soon to offer more detail.
I apologize for how frustrating this is and wish I had a more definitive and clear guarantee of a fix, but as we’ve seen this week this is the third separate issue we’ve identified (in addition to the bad Microsoft update and the issue with partial updates).
Did a tools-proseries update this morning. So far so good. No crashes yet. If it does, will do the safe mode approach and let you know.
What's the difference between doing just an update and a safe mode fix ? Also what processes were conflicting with each other causing the crash ?
I learned a lot fr you as you gave us instructions on finding errors via windows events viewer. Give us a simple laymans explanation of the problem. Will make us better end users. Thanks