ProSeries won't open: startup, crash and update fixes

Why won't ProSeries open?

ProSeries won't open most often because files in its Updates folder were damaged during a download, and Intuit lists that first among five components that can freeze the program at startup. The other four are an incompatible default printer driver, damaged HomeBase records, a corrupt shared forms file (SHRFRM) and a damaged Microsoft .NET Framework.

What you see on screen narrows it down. In ProSeries 2020 and later a crash reads A problem was encountered that has caused your program to crash; older years say ProSeries has stopped working. A program that shows a splash screen and then hangs points to updates or the printer. A crash right after you click Sign In points to HomeBase.

Tax Software Desk is independent and is not affiliated with Intuit. The steps below summarize Intuit's own help articles, which are linked at the end.

How do I repair ProSeries updates?

Repairing updates deletes the downloaded update files and fetches them again from Intuit, which clears the damage behind most startup freezes and the proseries won't update problem. There are two ways to run it.

1. Tool Hub: open the ProSeries Tool Hub, choose Update Issues on the left, select the tax year and click Repair Updates.
2. Start menu: close ProSeries, open the Windows Start menu, open the ProSeries folder for that tax year and choose Repair Updates, then apply updates when the download finishes.

If ProSeries opens but still reports No Updates Found or update errors 18, 23 or 34, use Update > Refresh Updates inside the program and then check for updates a second time. Intuit warns that skipping the second check can leave some forms on an old version.

When the ProSeries updater has stopped working

If the updater itself crashes, clear the contents of the Updates folder inside your ProSeries install folder, such as C:\ProWinYY\Updates for a standalone Professional install. Then right-click ProSeriesUpdate.exe and choose Run as administrator so it can write the new files.

ProSeries keeps crashing or freezing after updates

If ProSeries keeps crashing after the updates are repaired, work through the remaining components in the order Intuit gives. Test after each step so you know which one fixed it.

1. Print driver: open Windows Settings, Printers and scanners, and set Microsoft XPS Document Writer as the default printer. If ProSeries now opens, update or replace your real printer's driver.
2. Embedded browser cache: if the crash happens before Sign In, rename the CefSharpBrowserCaches folder so ProSeries builds a new one.
3. HomeBase: if the crash comes after Sign In, rebuild the ProSeries HomeBase. Intuit calls damaged HomeBase records the main cause of that pattern.
4. Shared forms file: rename SHRFRMYY in the Common folder to SHRFRMYYold, then re-enter firm and billing details through the Option Setup Wizard.
5. .NET Framework and Windows: install all Windows updates, then repair Microsoft .NET Framework. The Component Repair Tool on the Tool Hub Program tab automates this.

ProSeries not opening on a network workstation

On a network install, ProSeries not opening on a single workstation usually means that workstation's copy is damaged or cannot reach the shared drive. Confirm the mapped drive opens in File Explorer before changing anything.

• One workstation affected: uninstall ProSeries on that computer, rename its ProWinYY folder to ProWinYYOLD and reinstall from the network drive using X:\ProNetYY\Wkstn\Setup.exe, where X is the network drive letter.
• Every workstation affected: fix the main computer first. Uninstall and rename the folders there, including X:\ProNetYY to ProNetYYOLD, reinstall from your Intuit account, then reinstall each workstation from the network location.
• Unable to locate Common files folder: see the path check in our ProSeries error codes guide.

How to do a clean install of ProSeries

A clean install replaces every program file while keeping your client data, because the old folder is renamed rather than deleted. Use it when the repairs above have not worked. If you are on a pay-per-return license, first print the audit report from Tools > Pay Per Return > Print Audit Report.

1. Close all Intuit programs.
2. Open Control Panel, Uninstall a program, right-click ProSeries, choose Uninstall and Select All.
3. In File Explorer, rename C:\ProWinYY to ProWinYYOLD (Basic users rename BasWinYY to BasWinYYOLD).
4. Sign in to your Intuit account, download the installer for that tax year and run it.
5. Open ProSeries to confirm it starts. The client list will be empty.
6. Copy client files back from the YYData folder inside the OLD folder.

Before deleting the OLD folder, Intuit suggests carrying over settings files such as Prodsel.lyt, OLAC.ini, BankProd.ini, EFILE.ini, Passwd.ini, SHRFRMYY, the EIN database files and custom letters and invoices (.rtf, .ltr, .inv).

If ProSeries still won't open

Intuit notes that startup crashes are often caused by conflicts elsewhere on the computer that may need an IT professional, and its support team does not repair Microsoft components. Antivirus that quarantines ProSeries files, a pending Windows restart and a full system drive are worth ruling out before you call.

Lacerte and UltraTax CS have their own startup fixes; see Lacerte error codes and UltraTax error codes. The professional tax software hub lists every product we cover.