SAP Knowledge Base Article - Public

1520706 - Error: 'Crystal Reports has stopped working' when opening Crystal Reports in MS Windows 7


  • Error: 'Crystal Reports has stopped working'
  • When starting Crystal Reports on MS Windows 7, it crashes.


  • SAP Crystal Reports 2008
  • SAP Crystal Reports 2011
  • SAP Crystal Reports 2013
  • SAP Crystal Reports 2016
  • MS Windows 7

Reproducing the Issue

  1. Install Crystal Reports
  2. Restart machine as suggested at the end of the installation process.
  3. When launching Crystal Reports, it crashes.


  • Crystal Reports by default displays a Start Page with dynamic content from SAP, therefore, it will try to connect to the Internet. Due to a conflict with the file: mshtml.dll, Crystal Reports is unable to connect to the internet, and crashes.


  • Disable the Crystal Reports Start Page Online Resource by renaming the file start.html and offlinestart.html:
    1. Navigate to the folder corresponding to the version of Crystal Reports used:  
      • For Crystal Reports 2008:
        • C:\Program Files\Business Objects\Business Objects Enterprise 12.0\win32_x86\Start Page\en
      • For Crystal Reports 2011, 2013 and 2016:
        • C:\Program Files (x86)\SAP BusinessObjects\SAP BusinessObjects Enterprise XI 4.0\win32_x86\Start Page\en
    2. Rename the file: start.html, to: start_old.html
    3. Rename the file: offlinestart.html to: start.html
    4. Rename the file: start_old.html  to: offlinestart.html


CR , KBA , BI-BIP-DEP , Webapp Deployment, Networking, Vulnerabilities, Webservices , BI-RA-CR , Crystal Reports designer or Business View Manager , Problem


Crystal Reports 2008 V1 ; SAP Crystal Reports 2011 ; SAP Crystal Reports 2013 ; SAP Crystal Reports 2016