Application crash or freeze troubleshooting

Issues with the application crashing or freezing when opening the application, opening clients, or working in the application can be caused by many factors. Additional information and steps you can follow to troubleshoot the issues are listed below.

Specific UltraTax CS issues

UltraTax CS crashes or freezes after sign in
Check and see if other years of UltraTax CS crash or freeze. If not, try the following:
  • In the other years of UltraTax CS that you can open, select
    Help
    then
    User Bulletins
    (in the prior years).
  • If the application crashes or freezes, the issue is most likely related to User Bulletins, which rely on Adobe Reader as the default PDF viewer to open.
  • If this doesn’t resolve the issue, refer to the Advanced troubleshooting steps section.
UltraTax CS crashes or freezes when you open, data mine, or proforma a client
  • Review the Application crashes when you data mine, open, or proforma a client article.
  • If the previous step doesn’t resolve the issue, refer to the Advanced troubleshooting steps section in this article.
UltraTax CS crashes and freezes while printing
  • Select another printer to preview or print to. If this works, the issue may be with your print driver. Contact your qualified IT professional if you'd like to further troubleshoot the original printer or print driver.
  • If this doesn’t resolve the issue and you're licensed for FileCabinet CS or Fixed Assets CS, rerun the desktop setups for both applications.
  • If these steps don’t resolve the issue, refer to the Advanced troubleshooting steps section.
UltraTax CS crashes or freezes after selecting off of the Asset tab
Check and see if this happens with other clients. If not, try the following:
  • In the Asset module, go to
    Edit
    then
    Reassign Assets
    and select
    (Unkown)
    from the
    Activity
    dropdown. If there are assets listed, reassign these assets to an activity by dragging them over to the right side then selecting the proper Category and Value.
  • Back up the client and cut and paste the assets.
  • Disable and reenabling the Asset Module.
  • Create a copy of the client and delete states from the copied client.
  • If the earlier steps don't work, the client file is likely corrupt and will need to be restored from a backup.
If you're on a network environment, check and see if this happens on other workstations. If not, try the following:
  • Restart the workstation.
  • Rename the user preference file.
  • Rerun the desktop setup.
If it's not client or workstation specific, try to change the Fixed Assets CS location in UltraTax CS.
If these steps don’t resolve the issue, refer to the Advanced troubleshooting steps section.
UltraTax CS displays the message that it's not responding and/or needs to close
If you receive a message that says either "UltraTax CS 2022: utw22.exe is not responding" or "UltraTax CS has encountered a problem and needs to close", try the following:
  • This may be due to an unsupported PDF viewer installed on the workstation. UltraTax CS requires Adobe Reader DC to be installed and made the default application for PDF files.
  • In Adobe Reader DC, select
    Edit
    ,
    Preferences
    , then
    Security (Enhanced)
    and check if
    Enable Protected Mode at startup
    is marked. If it is, unmark the checkbox.
Disable and re-enable the Adobe Reader plug-in in Internet Explorer
  1. To do this, open Internet Explorer.
  2. Go to
    Manage Add-ons
    either through the Tools menu or by using the
    Gear
    button in the upper-right corner of Internet Explorer.
  3. Under Toolbars and Extensions, change the
    Show
    dropdown to
    All add-ons
    .
  4. Select
    Adobe PDF Reader
    in the list of add-ons, then select
    Disable
    .
  5. When the button changes to
    Enable
    , select it again to re-enable the add-on.
  • If UltraTax CS is installed on a network server, the default data locations may be improperly set up. Go to
    Setup
    ,
    System Configuration
    , then
    Data locations
    to verify the data paths are correct. UltraTax CS should be pointed to
    X:\WinCSI\UTYYData
    where X is the drive where the application is installed and YY is the year of UltraTax CS.
  • This may be due to corruption and/or damage Microsoft Visual C++ components.
  • If the steps listed earlier doesn’t resolve the issue, refer to the Advanced troubleshooting steps section.

Advanced troubleshooting steps

The following information is recommended for your IT professional to continue troubleshooting the issue if the application continues to crash or freeze.
Recommended settings
Review these articles to follow our recommended guidelines:
  • Adobe Reader and Acrobat considerations for CS Professional Suite
  • Antivirus guidelines for CS Professional Suite
  • Firewall guidelines for CS Professional Suite
Disable the antivirus program
Select
Start
, enter
MSCONFIG
in the search field, then select
Enter
. Select the
Services
tab, mark the
Hide all Microsoft Services
checkbox, and then clear any checkboxes in the list that refer to your antivirus and/or antispyware application. Select
OK
and restart.
If licensed for Fixed Assets CS or FileCabinet CS:
The issue may be caused by improper registration of certain integration DLLs.
  • If you have FileCabinet CS, unregister the FileCabinet CS .dll file by selecting
    Start
    , then
    Run
    and typing in
    regsvr32 "X:\WinCSI\Cabinet\cscabsv.dll"
    where X is the drive letter where the application is installed. Select OK and then select OK again when notified that the registry was successful. Next, run the desktop setup again to re-register the .dll file.
  • If you have Fixed Assets CS, re-running the desktop setup should re-register the necessary DLLs.
Reinstall UltraTax CS
The last resort is to reinstall the UltraTax CS Platform. Rename the
X:\WinCSI\UTYY
folder and rerun the installation process from the latest version of the installer that you downloaded and select only the Platform to install.
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