IRIS Accountancy Suite - Crashing issues

If IRIS crashes, it can be caused by a variety of factors. But we need to understand where and how the crashes are occurring so that we can tackle the issue with the appropriate steps. 

Identifying the cause of the crash 

In order to best identify the cause of the crash we need to know the following. 

  • When IRIS experiences a crash do any dialog boxes appear? 
  • Is the crash happening to all clients? If you repeat the same reproduction steps for more than one client do you get the same crash?  
  • Is the crash occurring for different types of clients?  
  • Is the crash happening to all users? Do all users of IRIS get the same crash when trying the same steps? 
  • Is it happening to all machines? Do all workstations get the same crash when trying the same steps? 
  • If so, does the application server crash when following the same reproductions steps as the workstations? 

Troubleshooting  

If all machines including the server are affected: 

If IRIS is crashing on all machines including the server then it could be a problem with the installation of IRIS. Therefore, we would recommend that you run a repair of IRIS or an update depending on the version you are on 

  • For example, if you are on version 20.2.0 and you are having these issues then updating to the latest version 20.3.0 will update your software and repair any broken/missing files 
  • If you are on the latest version, for example 20.3.0. Then rerunning the 20.3.0 installer will install the software again and will replace any broken/missing files. 

If only terminal servers are affected while the application server hosting the full IRIS Accountancy Suite install is fine, then the problem could be a lack of permissions or a problem with the deployment of the terminal server.  
First check the permissions of the IRIS folder on the terminal server to see if the Everyone group has Full Control. If it the Everyone group does not exist or does not have Full Control, please apply these settings as a troubleshooting measure. If the permissions are correct, then a reinstall of the terminal server of IRIS will be required. You will therefore need to do the following 

  • In control panel, Programs and features locate IRIS Accountancy Suite (Local Programs Only) and uninstall it. 
  • Then rename the IRIS folder on the terminal server to IRIS.old. 
  • Then navigate to the IRIS folder on the file server from the terminal server and run ADVLocalProgSetup.exe and follow the installation screens Click here for the installation guide. 

Workstation(s) affected – If a single workstation is affected, try the troubleshooting below 

If it is just one machine that is crashing, then you can try the following steps 

  • On the machine hold down the windows key and press R then type %LOCALAPPDATA% and click ok 
  • Locate the IRIS_Group_LTD folder, rename this folder to IRIS_GROUP_LTD.old. 
  • Once renamed Launch IRIS Accountancy Suite and test to see if this has been resolved 
  • If it is still crashing, then you will need to do a reinstall of the workstation, please follow the steps below to reinstall. 
  • On the machine go to control panel programs and features. Locate the IRIS Accountancy Suite Workstation and uninstall it. 
  • Once uninstalled then you can install the workstation again. Click here on how to install a workstation setup. 
  • Try using the affected user's windows profile on another machine. If you can replicate the issue, then you may need to reprofile that windows account 
  • Please make sure you have C++ 2015, 2017 installed (both x86 and x64 versions). Furthermore, make sure you have at least .NET 4.7 installed on the workstations and we also recommend that they are connected via ethernet than wireless. 
  • Check the windows version using winver in the run box and verify if this is the same version as the other machines. In addition, if you are using a different anti-virus to the other machines please change this and make sure it has exclusions in place for the IRIS install folder. 

If the issue is affecting multiple workstations, and the above steps haven’t resolved the issue then the problem could be environmental. You or your IT will need to check the following. 

  • Anti-Virus – Make sure it has exclusions to the network folder of IRIS. If this doesn’t make any improvement, then try disabling your anti-virus temporarily and test to see if this works. We recommend that you consult your IT before actioning this step. 
  • Windows Components – Make sure C++ and .NET versions meet our system requirements. Click here to see our system requirements page.  
  • Windows Version – Make sure you are on a supported version of Windows for IRIS, furthermore, if you have had a windows update recently compare the windows version of a machine that is working to one that isn’t. To do this hold down the windows key and press R and type winver. If there is a difference you may need to roll back the update to see if this resolves the issue, however, we recommend that you contact your IT first before actioning this step. 

Further Support 

If you have gone through all the above and the issues are occurring, then please email technicalsupport@iris.co.uk with the following. 

  • Answers from the identifying cause section, 
  • Troubleshooting steps attempted and their results. 

If the above troubleshooting has been exhausted, we have a specialist team that can investigate further, please email IRISITSCHEDULING@IRIS.CO.UK to arrange this.