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Steps to take when software application (QuickBooks Pro 2010) won't run.

Posted on 2011-09-13
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Last Modified: 2012-05-12
Hello,

I am running Windows 7 and have an application (QuickBooks Pro 2010) which previously has been working just fine.  However now, just out of the blue, whenever I try to run it, I immediately get a, "This program has stopped working..." pop-up and the program closes.  After retrying it a few times and getting the same result, I decided to reboot my computer which I did.  But to my surprise, that did not help anything.

I am next going to uninstall then reinstall the software but before doing that they want to find out if there is any way to save the current data file.  I created a backup file yesterday so fortunately I have got that but the backup file was made in the morning and was followed by several hours of work.  I am loathe to have to redo all of that so I'm hopeful that there is a way to go into Windows Explorer, grab the current working data file, place it on a different drive, do the reinstall, then reinsert the data file.

Important Questions:
1) will that even work?
2) if yes, where is or how can I find the current working data file?
3) is there any other important question I should be asking?

Less Important (and optional) Questions:
4) what might have caused the problem in the first place and can it be avoided?
5) are the steps I've taken the correct ones and in the correct order?
6) what else could/should be done?

Thanks

PS  Please don't wait on posting answers to the important questions while answering the less important questions.
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Question by:Steve_Brady
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Accepted Solution

by:
Mohammed Rahman earned 500 total points
ID: 36533319
1) will that even work? Yes

2) if yes, where is or how can I find the current working data file?

Quickbook data file path
3) is there any other important question I should be asking?

Is quickbooks pro 2010 upto date with all updates?
Does this problem occur with all the company data files, or just one ?

4) what might have caused the problem in the first place and can it be avoided?

Many quickbooks pro users say that a windows update (pertaining to .NET 3.5: KB982526 and KB958488) may have caused this issue. The update may also have made the company file read only resulting in application crash every time its launched. Or it may have corrupted the entire folder the company files are stored in.

The latest Windows 7 update may have changed the properties of some files to Read Only.  Go to the company file using Windows Explorer (path in the screenshot) and Right click and click on Properties.  Un-check the Read Only attribute of the file and try running Quickbooks again.  

Uninstall the updates that are causing the problem and block them from being updated again.

Uninstall an update:
 uninstall update 1  uninstall update 1
Hide Update so that it never gets updated again.
 hide update 1  hide update 2  hide update 3
** If you have to uninstall/re-install the software. Delete all the left over folders from below.
** (take the backup of all the company files, may be useful..just in case)

(C:\Users\Public\Documents\Intuit\QuickBooks\Company Files) and (C:\Program Files\Common Files\Intuit)after uninstallation and then reinstall a fresh copy.

5) are the steps I've taken the correct ones and in the correct order?

I think uninstalling and reinstalling the application should not destoy the data files. But, its good to be sure than to assume and take action. You have taken right decision not uninstalling the application until you have taken the data files backup.

6) what else could/should be done?

Update the product to the latest R12
http://support.quickbooks.intuit.com/support/ProductUpdates.aspx


** Apologies for any misses and hope this will fix the issue :)
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Author Comment

by:Steve_Brady
ID: 36537972
mody2579

Thanks for the superb response!  You have helped me out a ton on several things in just a short while and I really appreciate it!  In fact, imo you are setting a new standard for high-quality expert feedback.  Your explanations are clearly written and easy to follow and the screenshots simplify and enhance everything.  All of that enables Askers -- at least this Asker -- to absorb the info more quickly and saving time is what it is all about!

I'm still not quite sure what caused the problem described above but I was able to get things fixed by going to the Control Panel >  Programs >  DNS >  Uninstall/Change >  Repair, so I am back in business.

Thanks again.
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