I cannot get to a login screen on Quicken.

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When I try to login to Quicken, I receive a window that says Quicken Crash Report. I spoke with a Quicken support person for a couple of hours. Thought it was going to be a somewhat simple uninstall and install Quicken. Did not work. Finally he said, let me research and I'll call you back in a couple of hours. That was 3 days ago.

Answers

  • Quicken Kristina
    Quicken Kristina Moderator mod
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    Hello @Frank Stagno,

    Thank you for reaching out to the Community and telling us about this issue.  I'm sorry to hear you're running into this problem. When did the issue start happening?  Was there anything that happened just before the issue started, such as a power surge, power outage, update, unexpected program or computer shutdown, etc?  Do you keep your Quicken file on your C drive or is it on a shared network drive?  Is your Quicken file synced with any cloud service, such as One Drive or Dropbox (if it is, you will usually see the service name listed in the file location)? 

    The simplest way to check your file location, if you have Quicken up and the file open, is to click on File, then look near the bottom of the list, just above where it says Exit.  It will list the file locations for the 4 Quicken files you have most recently accessed, with the one you are currently in at the #1 spot.

    When you talked to Quicken Support 3 days ago, was that due to the crashing issue, or was there originally a different issue? Are you able to open Quicken? At what point is the login prompt that causes it to crash popping up? Do you have the ticket number from when you talked to support? The only ticket I could find was from 3 days ago, but was troubleshooting a connection issue rather than a crashing issue. I would recommend following the steps in this article, if you haven't already done so.

    Thank you.

    Quicken Kristina

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  • Frank Stagno
    Frank Stagno Member
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    Thanks, Kristina. Answering your questions: I first had problems not being able to open my Windows Outlook email app about 5 days ago. Contacted Dell Support and they worked on it remotely perhaps 2 hours and eventually re-installed Windows Office. All Office products worked. I then clicked on Quicken and this was the first time I couldn't get to a login screen as I described in my initial message. Quicken is on my C drive. Data files are backed up to Carbonite daily. When I first contacted Quicken Support, I described the issue as I described in my initial message here. I was not given a ticket number when we completed the call, expecting that the support person was going to call me back. All steps included in the article link appear to be the ones that the Quicken support person attempted. The one thing that he questioned a number of times was if Bitdefender antivirus, VPN and firewall were disabled as he requested. VPN was definitely disabled, but I could not tell for sure that the antivirus and firewall was disabled. Their software was difficult to navigate to determine this. If we attempt again, perhaps uninstalling bitdefender to ensure it's disabled might be needed.

  • Quicken Kristina
    Quicken Kristina Moderator mod
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    Thank you for your reply,

    It does sound like something changed when Dell Support was helping you with the Windows Outlook problem. Do you recall if there were any settings they changed? Which version of Windows do you use (Windows 11, Windows 10, Windows 8, something else)? Are you using a Virtual Machine?

    Just to clarify, when you try to open Quicken, the program does not come up, no login screen, just the crash report? Is the crash report instant, or does it take a few minutes? Do you get any Quicken splash screen or any indication the program is trying to open? If you have an alternate computer, does Quicken work properly on that other computer?

    Thank you.

    Quicken Kristina

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  • QWinUser
    QWinUser Member ✭✭✭✭
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    @Frank Stagno - I had the same problem a couple of days ago. I was able to fix the problem by going back to R49.29 by installing the Mondo patch for R49.29. After that I was able to successfully log in without crashing. I then updated back up to R50.16. Ever since then, it's been working just fine.

    You can find prior Mondo patches in the support article - "Reinstalling and Patching Your Quicken Subscription…"

  • Frank Stagno
    Frank Stagno Member
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    Kristina, does installing Mondo patch 49.29 as suggested by another user seem like a fix for me? If so, should I call the Quicken Support number to try this (I am not comfortable to do this myself). Or could you help me?

  • Quicken Kristina
    Quicken Kristina Moderator mod
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    Thank you for your reply,

    Depending on what is causing the issue, it could work. This article has the links to all the previous patches. Patch 49.29 is from May 2023. When you click the link for the patch, it should start downloading.

    Once it finishes downloading, you would select open, or navigate to the folder it downloaded into and double click to open the patch. From there, its usually fairly simple. You'll usually get a prompt asking for permission to make changes to your computer. You'd allow and then follow the prompts.

    I can answer questions if you get stuck. If you want real-time support, then you would want to reach out to Quicken Support directly. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

    I hope this helps!

    Quicken Kristina

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