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Quickbooks Premier 2018 runs in Safe Mode but not Normal Mode.
Quickbooks 2018 runs in Safe Mode but crashes on startup in Normal Mode.
We have a client with three Dells that will crash Quickbooks 2018 on startup in Normal Mode, but will run it fine in Safe Mode. They are all running Windows 7 Pro 64-bit, and have AMD video cards. (I mention this because I found an article suggesting that these issues might be due to AMD video card drivers.) Two are Optiplex 7010s; one is a Precision M6700. There is also Nobilis / Equus workstation with an i3, using Intel onboard video, and it runs QB 2018 without issue.
All of these computers have earlier versions of QB installed, all of which run fine. The problem exists whether running under the local user account (which is an administrator) or the local administrator account. (There is no domain.)
If I run Windows in selective startup (or if I run Windows in Normal Mode with just the services that were enabled in Safe Mode), QB 2018 still crashes.
I have done repair installs of QB 2018. I've uninstalled and reinstalled it. I recall reading that something with the Dot Nets could cause this issue, so I completely removed all Dot Nets, then reinstalled them by running the offline installer or by running the QB installer. No change.
The error in the event log states:
Faulting application name: qbw32.exe, version: 28.0.4001.2806, time stamp: 0x598ca36d
Faulting module name: ucrtbase.DLL, version: 10.0.10586.212, time stamp: 0x56fa10f1
Exception code: 0xc0000417
Fault offset: 0x00083484
Faulting process id: 0x16d4
Faulting application start time: 0x01d3de4054b60e6b
Faulting application path: C:\Program Files (x86)\Intuit\QuickBooks 2018\qbw32.exe
Faulting module path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security 10 for Windows SP2\ucrtbase.DLL
I uninstalled KES10. After doing so, attempting to start QB 2018 returns "The procedure entry point ucrtbase.terminate could not be located in the dynamic link library api-ms-win-crt-runtime-l1-
EDIT - Additionally, all of the versions of QB were broken after uninstalling Kaspersky. I reinstalled Kaspersky and now the previous versions of QB work again, and QB 2018 now starts and crashes again instead of throwing the ucrtbase error. So, back to square one.
The date of ucrtbase.dll in C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security 10 for Windows SP2\ is 03/13/2017; if I replace it with the version of ucrtbase.dll from the c:\windows\system32 folder, dated 01/25/2018, QB once again goes back to throwing the "ucrtbase.terminate could not be located" error. I have to make this change in Safe Mode because apparently the version of ucrtbase.dll in the Kaspersky folder is in use when Windows is running in Normal Mode. I don't understand why the Kaspersky version of ucrtbase.dll is taking precedence over the one in System32.
We have a client with three Dells that will crash Quickbooks 2018 on startup in Normal Mode, but will run it fine in Safe Mode. They are all running Windows 7 Pro 64-bit, and have AMD video cards. (I mention this because I found an article suggesting that these issues might be due to AMD video card drivers.) Two are Optiplex 7010s; one is a Precision M6700. There is also Nobilis / Equus workstation with an i3, using Intel onboard video, and it runs QB 2018 without issue.
All of these computers have earlier versions of QB installed, all of which run fine. The problem exists whether running under the local user account (which is an administrator) or the local administrator account. (There is no domain.)
If I run Windows in selective startup (or if I run Windows in Normal Mode with just the services that were enabled in Safe Mode), QB 2018 still crashes.
I have done repair installs of QB 2018. I've uninstalled and reinstalled it. I recall reading that something with the Dot Nets could cause this issue, so I completely removed all Dot Nets, then reinstalled them by running the offline installer or by running the QB installer. No change.
The error in the event log states:
Faulting application name: qbw32.exe, version: 28.0.4001.2806, time stamp: 0x598ca36d
Faulting module name: ucrtbase.DLL, version: 10.0.10586.212, time stamp: 0x56fa10f1
Exception code: 0xc0000417
Fault offset: 0x00083484
Faulting process id: 0x16d4
Faulting application start time: 0x01d3de4054b60e6b
Faulting application path: C:\Program Files (x86)\Intuit\QuickBooks 2018\qbw32.exe
Faulting module path: C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security 10 for Windows SP2\ucrtbase.DLL
I uninstalled KES10. After doing so, attempting to start QB 2018 returns "The procedure entry point ucrtbase.terminate could not be located in the dynamic link library api-ms-win-crt-runtime-l1-
EDIT - Additionally, all of the versions of QB were broken after uninstalling Kaspersky. I reinstalled Kaspersky and now the previous versions of QB work again, and QB 2018 now starts and crashes again instead of throwing the ucrtbase error. So, back to square one.
The date of ucrtbase.dll in C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security 10 for Windows SP2\ is 03/13/2017; if I replace it with the version of ucrtbase.dll from the c:\windows\system32 folder, dated 01/25/2018, QB once again goes back to throwing the "ucrtbase.terminate could not be located" error. I have to make this change in Safe Mode because apparently the version of ucrtbase.dll in the Kaspersky folder is in use when Windows is running in Normal Mode. I don't understand why the Kaspersky version of ucrtbase.dll is taking precedence over the one in System32.
ASKER
I'll give the removal tool a shot. I won't have a chance to try anything until Friday--the computers are in use during business hours the rest of the week.
ASKER
I first updated KES to the recent version 11 across the (five-computer) network, and the problem persisted. I then used the Kaspersky removal tool to uninstall KES, and as happened previously, that also broke the older versions of QB that previously worked. I reinstalled KES 11, and that restored the older versions of QB, but 2018 still crashes.
QuickBooks 2018 Premier and Accountant both work fine on any Lenovo Windows 10 Pro machine with Symantec Endpoint Protection and without SEP / with Windows Defender.
Uninstall Kaspersky completely using the removal tool again.
Now open cmd.exe with Run as Administrator and run dism.exe /online /cleanup-image /restorehealth , allow to complete, and restart.
Now make sure Windows 10 is fully up to date (V1709 at least), all security updates, all .NET Framework versions, BIOS, Chipset and Video Updates. Be sure of this as some persons are still intent on turning Windows Updates off.
Please let us know.
Uninstall Kaspersky completely using the removal tool again.
Now open cmd.exe with Run as Administrator and run dism.exe /online /cleanup-image /restorehealth , allow to complete, and restart.
Now make sure Windows 10 is fully up to date (V1709 at least), all security updates, all .NET Framework versions, BIOS, Chipset and Video Updates. Be sure of this as some persons are still intent on turning Windows Updates off.
Please let us know.
Well, the log clearly points the finger at Kaspersky. However, it may not be enough to simply uninstall or disable it -- it may have made irrevocable changes to the OS. If the problem started recently, then I would recommend rolling one of the test machines back to before the problem started, and see if the problem goes away, then slowly start bringing it up to date again.
If you don't have image backups to roll back to, then the next step would be to install a clean OS WITHOUT Kaspersky, then install QB2018 and get it back to a working state first. Then, take a full image backup, and you can re-install Kaspersky and see if it gets trashed in the process.
Note, too, that UCRTBASE.DLL is a development component from Visual Studio 2015, so another possibility is that the wrong version of this DLL file is being picked up in the Windows PATH statement. Check your path (using SET PATH from a command line) and see if the Kaspersky install folder is listed there BEFORE the Windows folders. If so, try modifying the path so that the Kaspersky folder is at the END of the path, reboot, and see if that fixes it.
If you don't have image backups to roll back to, then the next step would be to install a clean OS WITHOUT Kaspersky, then install QB2018 and get it back to a working state first. Then, take a full image backup, and you can re-install Kaspersky and see if it gets trashed in the process.
Note, too, that UCRTBASE.DLL is a development component from Visual Studio 2015, so another possibility is that the wrong version of this DLL file is being picked up in the Windows PATH statement. Check your path (using SET PATH from a command line) and see if the Kaspersky install folder is listed there BEFORE the Windows folders. If so, try modifying the path so that the Kaspersky folder is at the END of the path, reboot, and see if that fixes it.
I agree with Bill about Kaspersky, but another thing you can try before reinstall is to uninstall Kaspersky and then do a Windows 10 Repair Install and Keep Everything. Do a fresh install if the repair does not work.
hhttps://www.microsoft.com/en-us/software-download/windows10
Windows 10 is running, so click on the Download button (not Upgrade Button, select Open (Run) but NOT Save. Allow the program to run. Allow drivers to update. Then select Keep Everything
hhttps://www.microsoft.com/en-us/software-download/windows10
Windows 10 is running, so click on the Download button (not Upgrade Button, select Open (Run) but NOT Save. Allow the program to run. Allow drivers to update. Then select Keep Everything
That ucrtbase.DLL is part of Visual Studio and can affect numerous programs; but, one user of Sage accounting fixed it by replacing their printer!
As a test, try stopping the Print Spooler service and see if it will run 2018 then.
As a test, try stopping the Print Spooler service and see if it will run 2018 then.
ASKER
John, I checked the path statement, and it's a monstrosity.
C:\Program Files (x86)\Common Files\Oracle\Java\javapath
I actually couldn't check the path statement via the Windows GUI--as soon as I'd click on My Computer -> Properties, Explorer would crash. I rebooted in Safe Mode and was able to view and modify the path statement. I changed it to:
c:\windows;c:\windows\syst
After making that change, all of the versions of QB are once again broken (as happened after I uninstalled Kaspersky), and My Computer -> Properties still causes Explorer to crash.
These three affected computers have a ton of accounting software installed and configured on them, and I'd prefer not to have to do a fresh install of Windows unless it's a last resort. Quickbooks 2018 was only recently installed (within the last month or so), and has never worked on the three affected computers.
C:\Program Files (x86)\Common Files\Oracle\Java\javapath
I actually couldn't check the path statement via the Windows GUI--as soon as I'd click on My Computer -> Properties, Explorer would crash. I rebooted in Safe Mode and was able to view and modify the path statement. I changed it to:
c:\windows;c:\windows\syst
After making that change, all of the versions of QB are once again broken (as happened after I uninstalled Kaspersky), and My Computer -> Properties still causes Explorer to crash.
These three affected computers have a ton of accounting software installed and configured on them, and I'd prefer not to have to do a fresh install of Windows unless it's a last resort. Quickbooks 2018 was only recently installed (within the last month or so), and has never worked on the three affected computers.
ASKER
Davis McCarn, I tried stopping the Print Spooler service, but Quickbooks 2018 still crashes on startup. (I tried it with the minimalized Path statement, and the monstrosity one, with the same results.)
These three affected computers have a ton of accounting software installed and configured on them,
Are the Accounting programs conflicting with each other?
Windows 10 paths ARE very long and probably should not be changed.
Maybe take one computer, reinstall Windows and then just QuickBooks and see if it works.
Are the Accounting programs conflicting with each other?
Windows 10 paths ARE very long and probably should not be changed.
Maybe take one computer, reinstall Windows and then just QuickBooks and see if it works.
ASKER
John, I uninstalled Kaspersky using the removal tool, rebooted, then ran "dism.exe /online /cleanup-image /restorehealth" from an administrator command prompt, and got "restorehealth option is not recognized in this context". I then ran "dism.exe /online /cleanup-image" and got "an error occurred while processing the command".
Please note that this is Windows 7 Pro, not Windows 10.
Please note that this is Windows 7 Pro, not Windows 10.
Windows 7 may not always run DISM. Also it has very long paths as well
Again, it's a Visual Studio problem with something else using the same version of Visual Studio and crashing the stack(s).
Yes, the fresh install of Windows followed by all of the updates and then QB2018 would be an excellent test.
Or, you might try uninstalling Kaspersky and using their removal tool ( https://support.kaspersky.com/us/common/uninstall/1464 ) followed by repairing or reinstalling QB2018.
Yes, the fresh install of Windows followed by all of the updates and then QB2018 would be an excellent test.
Or, you might try uninstalling Kaspersky and using their removal tool ( https://support.kaspersky.com/us/common/uninstall/1464 ) followed by repairing or reinstalling QB2018.
ASKER
Davis McCarn, I've already tried removing Kaspersky with the removal tool and then uninstalling and reinstalling Quickbook 2018, with no improvement. Given that there are two other similarly configured workstations in this office that are able to run Windows 7 Pro, Kaspersky, and Quickbooks 2018 without issue, I'm confident that a format and reinstall would resolve the issue on the three affected computers, I just don't want to go that route unless absolutely necessary.
It can often depend upon exactly what order the software is installed in (which really sucks Microsoft!)
ASKER
pgm554, I went to https://appuals.com/how-to-fix-the-procedure-entry-point-ucrtbase-terminate-is-missing-or-could-not-be-located/ and ran the following fixes:
--Delete SoftwareDistribution folder, install all available updates
--Attempted to reinstall Visual C++ v14.0.23026, but it is already installed, and I'd uninstalled and reinstalled all versions of Visual C++ a few days ago so I didn't try again
The problem still exists after making those changes.
I didn't reinstall printer drivers, yet (I am going to see if the same printers exist on multiple affected computers first).
I also tried the shotgun approach, by running the tweaking.com repair tool, which runs a vast array of potential repairs. It had no positive effect either. http://www.tweaking.com/content/page/windows_repair_all_in_one.html
--Delete SoftwareDistribution folder, install all available updates
--Attempted to reinstall Visual C++ v14.0.23026, but it is already installed, and I'd uninstalled and reinstalled all versions of Visual C++ a few days ago so I didn't try again
The problem still exists after making those changes.
I didn't reinstall printer drivers, yet (I am going to see if the same printers exist on multiple affected computers first).
I also tried the shotgun approach, by running the tweaking.com repair tool, which runs a vast array of potential repairs. It had no positive effect either. http://www.tweaking.com/content/page/windows_repair_all_in_one.html
ASKER
I pared the Path statement down to "C:\Windows\system32;C:\Win
That seems to pretty clearly point to Windows using the ucrtbase.dll file in the C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security for Windows\ folder. But what to do with that information?
That seems to pretty clearly point to Windows using the ucrtbase.dll file in the C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security for Windows\ folder. But what to do with that information?
Tweaking.com's repair tool is, IMHO, the last ditch hope before doing a wipe and reload. I generally have seen about a 50% success rate over the years.
Does QB2018 have an option to repair in Programs and Features (APPWIZ.CPL)?
Does QB2018 have an option to repair in Programs and Features (APPWIZ.CPL)?
It has Install / Change. Change is Repair. You can also just re-run the QB install file.
ASKER
The version of ucrtbase.dll that exists in "C:\Program Files (x86)\Kaspersky Lab\Kaspersky Endpoint Security for Windows" is 10.0.10586.212, dated 03/22/18.
I replaced it with version 10.0.10586.1412, dated 01/25/18, and QB still crashed.
I then replaced it with version 10.0.10586.1171, dated 09/07.17, and QB reverted to giving the "procedure entry point ucrtbase.terminate" error.
I reverted to the version 212 ucrtbase.dll, and Quickbooks went back to crashing with out the "procedure point" error. Not sure what the significance of any of this is, though.
I'm not sure
I replaced it with version 10.0.10586.1412, dated 01/25/18, and QB still crashed.
I then replaced it with version 10.0.10586.1171, dated 09/07.17, and QB reverted to giving the "procedure entry point ucrtbase.terminate" error.
I reverted to the version 212 ucrtbase.dll, and Quickbooks went back to crashing with out the "procedure point" error. Not sure what the significance of any of this is, though.
I'm not sure
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A very useful tool is Tweaking.com's registry backup ( http://www.tweaking.com/content/page/registry_backup.html ). I will replace the default "Manual Backup" with "B4-<name of software I am trying>" and create backups as I go along expressly so I can go back to one that worked if I don't like what happened. I had 20 employees for 18 years and every technician was required to create registry backups before, during, and after each repair.
Patently the "Kaspersky Removal Tool" did not fully revert to no Kaspersky installed! It should have erased that folder leaving no references to Kaspersky anything.
Patently the "Kaspersky Removal Tool" did not fully revert to no Kaspersky installed! It should have erased that folder leaving no references to Kaspersky anything.
ASKER
I downloaded R5 for QB2018 and attempted to install it. It gave errors about not being able to overwrite some files in c:\config.msi, so I did an uninstall and reinstall of QB2018, then installed R5 before starting QB2018 for the first time. It completed successfully, but QB2018 still crashes on startup.
Two of the affected computers (and maybe the third--I can't remote in to check right now) had HP M401 printers installed. I uninstalled its driver and rebooted, but that had no effect.
Two of the affected computers (and maybe the third--I can't remote in to check right now) had HP M401 printers installed. I uninstalled its driver and rebooted, but that had no effect.
ASKER
John, I'm confident that a format and reinstall will resolve the issue, as there is another PC at the location that has all of the same software installed, but doesn't crash QB2018. I just don't want to go that route until I'm sure I've exhausted all other reasonable potential solutions.
What I might suggest is that hit and miss tweaking and changing DLL's (versions) might do more harm than good (my experience).
On one machine, try a Windows 7 Repair Install to correct the underlying OS. You need the Windows 7 DVD or a working recovery partition. Everything should be kept.
http://www.sevenforums.com/tutorials/3413-repair-install.html
On one machine, try a Windows 7 Repair Install to correct the underlying OS. You need the Windows 7 DVD or a working recovery partition. Everything should be kept.
http://www.sevenforums.com/tutorials/3413-repair-install.html
Then boot into Safe Mode, rename the C:\Program Files (x86)\Kaspersky Lab\ to C:\Program Files (x86)\Krappy Lab\, reboot, and attempt a repair of QB2018. If it does its job correctly, it will put the references back to a Microsoft folder.
ASKER
We tried a repair installation and that made no improvement (it actually broke a few more things).
So, we did a format and reinstall, and lo-and-behold, everything works properly. Well, by everything, I mean that we reinstalled Windows, then QB 2013-2018, then Lacerte '14-'17, then a few other apps. We have not reinstalled Kaspersky yet as we are waiting for the client to be sure she doesn't need anything to be recovered from the backup location, so we can set up a new backup before installing Kaspersky.
So, we did a format and reinstall, and lo-and-behold, everything works properly. Well, by everything, I mean that we reinstalled Windows, then QB 2013-2018, then Lacerte '14-'17, then a few other apps. We have not reinstalled Kaspersky yet as we are waiting for the client to be sure she doesn't need anything to be recovered from the backup location, so we can set up a new backup before installing Kaspersky.
ASKER
We were hoping to find a solution that would have allowed us to fix the problem without a format and reinstall, but our troubleshooting eventually broke the computer badly enough that wiping it was the only sure way to get it back up and running.
Thank you for the update and I am glad now it is working
https://support.kaspersky.com/us/common/uninstall/1464