UltraTax CS crashing and / or freezing troubleshooting

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New (tax) year, new help!

Fixed Assets and UltraTax CS 2023 help is now on Help and Support. We're still moving articles, but you can find most content for the 2023 tax year there. Continue using the Help & How-To Center for tax years 2022 and older.

Issues with UltraTax CS crashing or freezing when either opening the program, opening clients, or simply working in UltraTax CS can be caused by many factors. Additional information and steps you can follow to troubleshoot the issue are listed below.

Specific UltraTax CS issues

UltraTax CS crashes/freezes after sign in

  • This may be related to User Bulletins, which rely on Adobe Reader as the default PDF viewer to open. See UltraTax CS: Cannot open or view User Bulletins for troubleshooting steps.
  • If the previous step does not resolve the issue, refer to the Advanced troubleshooting steps section at the bottom of this article.

UltraTax CS crashes/freezes when opening a client, Data Mining, or proforma

UltraTax CS crashes/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 would like to further troubleshoot the original printer or print driver.
  • If this does not resolve the issue and you are licensed for FileCabinet CS or Fixed Assets CS, re-run the desktop setups for both applications. See FileCabinet CS: Desktop setup installation and/or Fixed Assets CS: Desktop setup installation for instructions.
  • If these steps do not resolve the issue, refer to the Advanced troubleshooting steps section at the bottom of this article.

UltraTax CS displays the message that it needs to close

If you receive a message that says either "UltraTax CS has stopped working and needs to close" or "UltraTax CS has encountered a problem and needs to close" refer to the steps below:

  • 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. See Adobe Reader and Acrobat considerations for CS Professional Suite for more information.
  • If UltraTax CS is installed on a network server, the default data locations may be improperly set up. Navigate to Setup > System Configuration > 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 corrupt and/or damage Microsoft Visual C++ components. See .NET Framework and Visual C++ Considerations for CS Professional Suite for instructions to repair or reinstall these components.
  • If the steps listed above does not resolve the issue, refer to the Advanced troubleshooting steps section at the bottom of this article.

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

Recommended Internet Explorer settings for CS Professional Suite applications

Disable the Antivirus program

To quickly do this, click Start, type MSCONFIG in the search box, and press Enter. Click the Services tab, mark the Hide all Microsoft Services checkbox, and then clear any checkbox in the list that refers to your antivirus and/or antispyware program. Click OK and restart.

Note: If disabling your antivirus program resolves your issue, Antivirus guidelines for CS Professional Suite applications for guidelines to prevent this program from interfering with UltraTax CS.

If licensed for Fixed Assets CS and/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 choosing Start > Run and typing in  regsvr32 "X:\WinCSI\Cabinet\cscabsv.dll" where X is the drive letter where the program is installed. Click OK and then click OK again when notified that the registry was successful. Next, see FileCabinet CS: Desktop setup installation to 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. See  Fixed Assets CS: Desktop setup installation for instructions on how to run the desktop setup again.

Reinstall UltraTax CS

The last resort is to reinstall UltraTax CS Platform. Re-name the X:\WinCSI\UTYY folder and re-run the installation process from the latest version of the installer that you downloaded and select only the Platform to install.

Note: If you get a message stating that the "action can't be completed because the folder or a file in it is open in another program," follow the steps below:

  1. Create a new folder titled UTYY.old in X:\WinCSI, where X is the drive letter to which UltraTax CS is installed and YY is the year of the program.
  2. Open the UTYY folder and cut all the contents in of this folder except the Updates folder.
  3. Paste the contents into the folder you created in step 1. 
    • If you get the message that one or more of the files are in use when pasting, then you will need to search for and close those files.
  4. Open the Updates folder in X:\WinCSI\UTYY and delete everything except for the data folder.
  5. Reinstall UltraTax CS. 

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Internal only

Support: For VO there was instance of resolving VO related UT freezing by making sure that the SONAR component of Norton has exclusions in addition to the normal file-based scanning exclusions. SONAR is the heuristic scanning component of Norton. The exclusion that was set is the C:\Program Files\Citrix\ica client\wfica32.exe file or C:\Program Files(x86)\Citrix\ica client\wfica32.exe file in 64 bit systems.