Quicken freezing when trying to scan an attachment [Edited]

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topherius
topherius Quicken Windows Subscription Member
edited July 6 in Errors and Troubleshooting (Windows)

I'm using Quicken Classic Premier version R63.21, Build 27.1.63.21. I'm running Windows 11 [Version 10.0.22631.5549]. Beginning yesterday, seemingly out of the blue, when I try to scan a receipt as an attachment into Quicken, the application freezes when I click on "Add from scanner…" in the Transaction Attachments dialog box, and I have to kill it from the task manager. I use a Brother MFC-L8900CDW to scan, and I've made no changes to its setup (and it works fine from other apps).

Screenshot 2025-07-06 175212.png

I can add a file with "Add file…" or from the clipboard with "Add from clipboard…".

I uninstalled Quicken, cleaned all file and registry areas (including ProgramData and AppData files), then reinstalled. However, the freeze is still occurring.

I'd love some help on this.

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  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @topherius,

    Thank you for letting us know you're seeing this issue with Quicken freezing when you select the "Add from scanner" option. Was there anything else that happened around the same time as this issue, such as a program/computer update or the program/computer closing unexpectedly? Do you keep your Quicken program and Quicken file directly on your local hard drive?

    If you haven't already done so, please try restarting your computer. If the issue persists after that, since you've already tried uninstalling/reinstalling Quicken, the next step would be to check for file specific issues by validating your Quicken file. To do that, please save a backup, then follow these steps. 

    Validate: 

    1. File
    2. Validate and Repair File...
    3. Validate File
    4. Click OK
    5. Close the Data Log
    6. Close Quicken (leave it closed for at least 5 secs)
    7. Reopen Quicken and see if the issue persists.

    Please let me know how it goes!

    Quicken Kristina

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  • topherius
    topherius Quicken Windows Subscription Member
    • I haven't done any recent updates to Windows.
    • I keep Quicken and the data file on my C: drive, which is a 2TB NVMe drive with plenty of space
    • I validated the data file. It found a few things; after the report, I closed Quicken and restarted it.
    • I tried the scan function; same result; it has crashed when clicking on "Add from scanner…"
  • RalphC
    RalphC Quicken Windows Subscription Member ✭✭✭✭

    Someone will have to analyze your Windows logs and see where the system is halting. But, I would start to suspect that the printer/scanner driver is corrupt and needs to be uninstalled and reinstalled or, at a minimum, updated.

  • topherius
    topherius Quicken Windows Subscription Member

    How do I get you the logs?

  • RalphC
    RalphC Quicken Windows Subscription Member ✭✭✭✭

    A CoPilot search reveals:

    To access Windows logs, you’ll want to use a built-in tool called the Event Viewer—it’s like a backstage pass to your system's inner workings. Here's how to open it:

    🛠️ How to Access Event Viewer on Windows 11 or 10:

    1. Right-click the Start button (or press Windows + X).
    2. Select Event Viewer from the menu.

    • Alternatively, press Windows + R, type eventvwr.msc, and press Enter.

    🔍 Navigating Event Viewer:

    Once it’s open, you’ll see folders in the left pane. The key ones are:

    • Windows Logs
      • Application: Logs related to software running on the system.
      • Security: Login attempts, file access—useful for auditing.
      • System: Info from Windows system components (like driver installs).
      • Setup: Primarily logs during installation.
    • Applications and Services Logs: More specific logs related to individual services or apps.

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