SAP Knowledge Base Article - Public

2177883 - Crystal Reports crash when attempting to logon to


  • Crystal Reports designer crashes.
  • When refreshing a report based of Salesforce, Crystal Reports crash.
  • When attempting to logon to Salesforce, Crystal Reports generates the error: "Crystal Reports has stopped working", and then closes.
  • Note: Images and data in this SAP Knowledge Base Article is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


  • SAP Crystal Reports 2013
  • SAP Crystal Reports 2016

Reproducing the Issue

  1. In Crystal Reports, create a new report, and select the data source: ""
  2. Enter the user name and password, and click "Finish"

    Crystal Reports may generate the error: "Crystal Reports has stopped working" and the application closes.
    CR crash -Salesforce.png 


  • This issue occurs when the user's password needs to be reset due to security policy set for the user to change the password at a regular interval.
  • This workflow is not taken in consideration in Crystal Reports, and it is causing the application to crash.
  • This issue has been reproduced at SAP, and has been tracked under SAP Note 2177876


  • The issue is resolved in the following product update, and above:
    • Crystal Reports 2013:
      • Support Pack 07
    • Crystal Reports 2016:
      • Support Pack 06 - Patch 13
      • Support Pack 07 - Patch 8   
      • Support Pack 08
  • After applying the update, Crystal Reports designer will no longer crash, but will display a logon failed error due to expired Salesforce password. To successfully logon to Salesforce from Crystal Reports, login to the website, and change your password as required by Salesforce security policy:
    1. In a web browser, enter the url:
    2. Enter the user name and password. and click "Log in to Salesforce"
    3. In the "Change Password" screen, enter a new password, and click "Save"
    4. It will now be possible to successfully connect to Salesforce from Crystal Reports with the new password.


CR, SForce, Salesforce, crash , KBA , BI-RA-CR , Crystal Reports designer or Business View Manager , Problem


SAP Crystal Reports 2013 ; SAP Crystal Reports 2016