AccountEdge Crash Scenarios (Mac)

1. Ensure the customer is running a compatible & supported macOS version -- check the system requirements page.
2. Check for antivirus programs running. Open Activity Monitor (Spotlight > "Activity Monitor"), browse the list, and make sure the AV isn't running. Some AVs are built to always run in the background and will just re-open themselves unless fully closed from within the AV's own software -- check the AV's own support docs on how to fully close it.
3. Check app permissions: Apple logo > System Settings > Privacy & Security > Full Disk Access -- make sure AE Pro/NE is checked. If it isn't listed, click the plus button at the bottom left to add it (navigate to Applications, select AE Pro, click Open).
4. Make sure the Mac account is an admin account with full read/write permissions.
5. Perform a reinstall of AE/NE.

1. Ensure AccountEdge is fully updated: AccountEdge Pro/NE (top left toolbar) > Check for Product Updates. Install any update found.
2. Reset the report's format back to default: Reports > Index to Reports > double-click the report > Format (bottom) > Default (bottom). Try printing/saving again.
3. Toggle the AE Print Driver: Setup > Preferences > Reports & Forms tab > "I Use the AE Print Driver". If checked and it still crashes, uncheck it and retry. If it still crashes unchecked, re-check it (turn it back on) and try once more. If it crashes again, move to step 2 above.
4. Confirm the latest version is installed (AccountEdge Pro/NE > Check for Updates). Try printing again, or reset the report format via File > Default Fonts > Reports > Default, then retry.
5. If it's crashing on Custom Forms specifically, try the sample AE Plain paper form for invoices (open invoice > Print > Select another form > AE Plain Paper) or the 960L sample check (Banking module > the check-writing screen's Advanced Filters > select 960L > OK).
6. Open the Sample Widgets company file and try the same action there. If it crashes in Widgets too, it's most likely an application-level issue -- reinstall AccountEdge. If it doesn't crash in Widgets, move to step 4, and also try optimizing the company file.

1. Ensure AccountEdge is fully updated: AccountEdge Pro/NE > Check for Product Updates. Install any update found.
2. Try backing up again to a local, non-Dropbox/non-iCloud/non-cloud-synced location -- the desktop, or a test folder inside Applications.
3. If it still crashes, check permissions: Apple logo > System Settings > Privacy & Security > Full Disk Access -- make sure AE Pro/NE is checked (add it via the plus button if it isn't listed).

1. Ensure AccountEdge is fully updated: AccountEdge Pro/NE > Check for Product Updates. Install any update found.
2. Optimize the company file.
3. Make a copy of the file and rename it (e.g. "AE file"), then open that copy -- optimizing the copy again can help too.
   NE users: must be on the Host machine. Path: Go > Computer > Mac HD > Library > Application Support > AccountEdge NE > Databases -- copy the file here, rename it in place (or drag to the desktop to optimize, then move it back into Databases) -- then in NE click Browse and open the renamed copy.
   Pro users: log into the file normally, click Accounts Module > Company Data Auditor > click the "File location" link to open a Finder window highlighting the .myo file -- make a copy and rename it to "AE File" -- close and reopen AccountEdge -- click Browse and open the renamed copy.

1. Ensure AccountEdge is fully updated: AccountEdge Pro/NE > Check for Product Updates. Install any update found.
2. Perform a reinstall of AccountEdge.
3. Open the user.reg file and confirm the support folder path is correct:
   Go (top Mac toolbar) > hold Option + click Library > Application Support > AccountEdge Pro/NE > Bottles > accountedge64 > find user.reg > right-click > Open With TextEdit > Edit > Find > Find... > search for ASProductSpecificFolderPath.
   If the line reads "ASProductSpecificFolderPath"="AccountEdge Pro", that's incorrect. It should instead read:
   "ASProductSpecificFolderPath"="C:\users\crossover\Documents\AccountEdge Pro"
   (for NE, the same path but ending in AccountEdge NE instead).

Video walkthrough of these steps

Software & permissions settings

Antivirus tools can run silently and interfere with AccountEdge, especially when scanning the company file -- fully disable AV (not just from the menu bar) while using AccountEdge. Cloud sync/backup services (Dropbox, iCloud, Time Machine) can lock or access files mid-operation, causing crashes -- pause syncing while AccountEdge is running. AccountEdge needs Full Disk Access in System Settings > Privacy & Security, and the macOS account needs Administrator rights with read/write access.

Printing & export issues

Crashes when printing or saving to PDF can stem from layout issues or print driver conflicts -- reset report layouts to default and toggle the AE Print Driver (Setup > Preferences > Reports & Forms). Corrupt custom reports/templates can also cause crashes -- try a default AE form (plain paper invoice, or a 960L check) instead. These crashes can also trace back to a broken link to the AccountEdge Support folder -- close and reopen AccountEdge, then from the Welcome screen's Company File Maintenance drop-down, select Support Folder, Browse to Documents > AccountEdge Pro/AccountEdge NE, and click OK/Save.

Software integrity & updates

An outdated AccountEdge version may trigger crashes or termination codes -- check AccountEdge Pro/NE > About or Check for Updates (Windows: Help > Check for product updates). The latest AccountEdge version does not support macOS below OS 13 -- upgrade macOS to a supported version if needed.

Power & system interruptions

Sleep mode or power loss can cause a crash if AccountEdge is interrupted mid-save or mid-network-operation -- use a UPS (uninterruptible power supply), disable sleep/screensaver while AccountEdge is running, and always close AccountEdge properly before logging out for the day.

Networking & multi-user setup

An unstable network can cause file shutdowns or crashes in multi-user setups -- confirm a stable, supported network protocol and consistent ISP connectivity. Having both Ethernet and Wi-Fi active at once can confuse AccountEdge -- disable one connection to avoid routing issues.

Other factors

A large company file may slow AccountEdge or cause intermittent crashes -- regularly optimize the company file, purge historic information that's no longer needed, back up before purging, and optimize again after the purge completes.