Our previous post on the problem:
We had a number of people pulled into working on this problem and in the end it was Susan Bradley that put together the fact that QB would crash locally but not crash via RDP/Remote Assistance.
The common denominator?
While connected via Remote Assistance or RDP the video subsystem is taken over by the RDP protocol to render anything that QB would require.
The Fix
While the user was logged in the ATI driver (a Dell configured with a Radeon HD 2400 XT) would be the one to render whatever QuickBooks required.
So, we followed Susan’s suggestion and downloaded the newest Catalyst driver for Windows Vista x86 (32-bit) and rebooted.
We had the user log on and try to start both QuickBooks 2010 and 2011 and sure enough they both started without a hitch.
So, we had our culprit . . . the video driver.
Intuit Support’s Comment
After the fact Arvid, who is an engineer with Intuit, mentioned that Intuit introduced features within the QuickBooks products from 2010 on that required video acceleration. So, the out-dated Radeon HD 2400 XT video driver on the Dell was not able to handle whatever rendering requests were being made by QuickBooks.
Conclusion
Sometimes it is a good idea to reach out and ask others for assistance when a problem seemingly has no fix. Fortunately, we had a number of avenues to pose the question with Susan ultimately being the one to put the pieces together!
Thanks Susan and to all of those that provided input. :)
Philip Elder
MPECS Inc.
Microsoft Small Business Specialists
Co-Author: SBS 2008 Blueprint Book
*Our original iMac was stolen (previous blog post). We now have a new MacBook Pro courtesy of Vlad Mazek, owner of OWN.
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