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

  • Do other years of UltraTax CS crash or freeze? If not, try the following:
    • In the other year(s) of UltraTax CS that you can open, try clicking Help > User Bulletins (in the prior year(s)). Does it crash and/or freeze? 
    • If so, this is most likely 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 this 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 Installation: Desktop setup.
  • If these steps do not resolve the issue, refer to the Advanced troubleshooting steps section at the bottom of this article.

UltraTax CS crashes/freezes after clicking off of the Asset tab

  • Does this happen with other clients? If not, try the following:
    • In the Asset module, go to Edit > Reassign Assets and choose (Unkown) from the Activity drop-down. Are there any assets listed? If so, reassign these assets to an activity by selecting them over to the right side and choosing the proper Category and Value. 
    • Back up the client and cut and paste the assets. 
    • Disabling and re-enabling the Asset Module.
    • Create a copy of the client and delete state(s) from the copied client.
      If this corrects the issue and you can't narrow down what in the state file is causing the issue, then you will need to get a copy of the client to sent to Development in a TFS.
    • If the above does not work, the client file is likely corrupt and will need to be restored from a backup.
  • If you are on a network environment, does this happen to other workstations? If not, try the following:
  • If it is not client or workstation specific, try to change the Fixed Assets CS location in UltraTax CS.
  • 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 is 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. See Adobe Reader and Acrobat considerations for CS Professional Suite for more information.
  • Within Adobe Reader DC, select Edit > Preferences > Security (Enhanced) to see if Enable Protected Mode at startup is marked. If it is, remove the check in the checkbox.
  • Disable and re-enable the Adobe Reader plug-in in Internet Explorer:
    1. To do this, open Internet Explorer.
    2. Navigate 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 drop-down to All add-ons.
    4. Select Adobe PDF Reader in the list of add-ons, then press the Disable button.
    5. When the button changes to say Enable, press the button again to re-enable the add-on. Show me.
      Internet Explorer Manage Add-ons
  • 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 Installation: Desktop setup 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 Installation: Desktop setup 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.

Using the event viewer

If you have exhausted all of the troubleshooting tools provided, the customer may need to work with their IT Professional to look at the event viewer. For more information on this, see Internal: Using the Event Viewer.