Ongoing Crash problem

ajcamma
ajcamma Member ✭✭✭
edited September 13 in Errors and Troubleshooting (Windows)

Have 5 different files running on Quicken. One of them is crashing on my desktop (Windows11) but I can play the backup on my old Laptop (Windows 10) which I ordinarily never use. Last month tried creating the backup file from Laptop and then restored it to the Desktop and it worked ! Used the file on Desktop for most of July without problems. Then on Aug5 I downloaded transactions from various financial institutions, including Schwab which is always a challenge, on Desktop, made a backup then went on to download transactions in the other 4 files. When I tried to reopen the crashing file it crashed again and continues to crash. Other 4 files work fine.

However I got out my old Laptop and was able to update it using the backup file from the Desktop. It appears fine on the Laptop. Once again tried making a new backup from the Laptop and then tried using it to restore the file on Desktop and unlike the last time it didn't work. The file still crashes on the Desktop.

The problem was escalated to Quicken Escalation team in early July and they have not responded other than to request a copy of the file (sent via Dropbox) that was , and is now once again, crashing.

Any ideas or thoughts would be appreciated.

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Comments

  • [Deleted User]
    [Deleted User]

    @ajcamma you don't mention what troubleshooting steps you or Quicken Support tried, but do you know if a copy of the data file was made using Quicken's "copy file" process?

    File → Copy or Backup File → Create a copy or template. After the copy is made, you would have switched over and used the new file copy.

  • Jim_Harman
    Jim_Harman Quicken Windows Subscription SuperUser ✭✭✭✭✭

    Are you running the same version of Quicken on both computers? Go to Help > About Quicken to see. The latest version is R63.21.

    If the both systems are at the current version and a data file works OK on one computer but not on another, I would try reinstalling Quicken on the system where it is failing.

    Please refer to the following support articles for instructions on uninstalling here and reinstalling here.

    However, after you have uninstalled and before you proceed with reinstalling, please open your Windows File Explorer and navigate to This PC > C: Drive > Program Files (x86) and delete the folder titled "Quicken" (doing so does not affect your data files).

    image.png

    After you have deleted this folder, go ahead and try reinstalling.

    Let us know how it goes!

    QWin Premier subscription
  • Quicken Anja
    Quicken Anja Moderator mod

    Hello @ajcamma,

    Thanks for following up on this! I checked and can confirm that your case (CTP-13730) is still actively being worked on by our teams. A fix is in the works, but there’s no estimated timeframe just yet.

    Appreciate your patience!

    -Quicken Anja
    Make sure to sign up for the email digest to see a round up of your top posts.

  • ajcamma
    ajcamma Member ✭✭✭

    Thanks for all the responses. Yes I have gone through all the troubleshooting tactics described many times.

    The same version is running on both computers but the laptop is running Windows 10 and the Desktop is windows 11. But both can use the same backup data file, but it crashes only on the desktop.

    I've had my local computer guru work on the problem and he finally got the troublesome data file working after about 3 hours!. Not sure what he did but one thing we discovered was that Norton seemed to be interfering so we removed it. (But I must say I've had Norton on the computer for many years without these crashes occurring.) We removed Norton.

    Another interesting thing is that I have to start Quicken from it's its Desktop icon with the option of opening as the Administrator. If not the program crashes when I open the troublesome data file.

    And another interesting observation is that this problem started after a program update in December 2023.After about 6 months of crashing we were able to get the particular data file to work on the desktop by creating a backup file on the laptop and using it to restore to the desktop. It was working until a recent ne program update 2-3 months ago! And againg the other 4 data files that I manage have continued to work all along!

  • [Deleted User]
    [Deleted User]

    @ajcamma glad you got it working again. Not sure what your computer guru did to get it working, but one of the things I've learned about certain Quicken issues is that they can be the result of corrupted Windows system files. If you google "how to fix corrupt windows files" you can find several command line processes you can run to fix and clean up corrupted Windows system files.

  • ajcamma
    ajcamma Member ✭✭✭

    Thanks but I believe that is one of the things we did when I was working with Quicken Support several times.

This discussion has been closed.

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