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MICKEY F
May 29, 2019
Question

Desktop App not working

  • May 29, 2019
  • 4 replies
  • 0 views

Starting about 2 weeks ago, when I sign in through the desktop app, it opens but if you try to use a new tab or open a new window it crashes. Quite by accident I discovered that if I immediately go to  Reports menu and click on All Reports, I get the Woops QBO Error, but it then gives a choice of Restart or ReLaunch. If you choose Relaunch (NOT RESTART) It will relaunch to a properly working opening. One way to tell is if you use the favorites star in the right hand corner for any reports (which are essentially tabs) when it is not working the ones you have saved will not show, but will show when you relaunch. Also getting to this point through this method, while it works is very slow.

    4 replies

    A
    Alessandra_B
    May 29, 2019

    Hey @MICKEY F,

     

    Currently, we've received several reports about users' desktop application crashing when opening a new tab. But I have a workaround you can consider.
     
    Our engineers have already been informed about this ongoing issue and are on top of resolving this as soon as possible. I want to assure you that they'll provide you with a permanent resolution and get you back to business.
     
    In the meantime, you can access your account through a supported web browser. This way, you can proceed with pulling up your reports without trouble.
     
    Also, I suggest reaching out to our QuickBooks Online Support team. This way, they can add you to the list of affected users.
     
    Once you're on the list, you'll be receiving email updates about this ongoing concern. You may follow the steps below on how to contact them:
    1. Log in to your account using a supported web browser.
    2. Click on Help.
    3. Select Contact Us.
    We appreciate your patience while we're fixing this. Please let me know if you have any other concerns.
    M
    MICKEY FAuthor
    May 31, 2019

    Hi - Thank you for your quick reply. Unfortunately using the reset app data did not work. My method of getting it to relaunch works, yours does not. I have not attempted reload as it shows up on more than one separate machine, I don't have the time and having read the other users comments about doing the reload, I don't think it would do anything. Also, how do you do the right click  sign in as administrator? That does not come up at all when I right click to open the app. I somewhat suspect at this point that this problem may have something to do with a program glitch concerning the opening with showing the tabs as you left it when you close - this is not happening either. Only when I get it to ReLaunch will it ask to do this and then doesn't! I will continue with my work around until you get this fixed!

      JaneD
      JaneD
      May 31, 2019

      Good day, MICKEY F.

       

      I appreciate you performing the workaround. I've looked into this further and confirmed that there was a related investigation about QuickBooks Online (QBO) Windows App crashes when opening a new tab. The post above has already been updated by my colleague, Alessandra_B.

       

      Our engineers are continuously working to implement a fix with the utmost urgency. Rest assured that they are doing the best to deliver one that'll prevent this from happening again. However, the workaround as of now is to open multiple tabs using a browser.

       

      While this is still ongoing, I recommend giving us a quick call by following the steps above. When you do, provide this escalation number: INV-31308.

       

      From there, our team will update you through email as soon as resolution has been released for this issue.

       

      Thanks for your patience. Reach out to me if there's anything else I can assist you with. I'm always glad to help.

      J
      JamesLarsen
      July 26, 2019
      Anyone else have an issue with it signing you out automatically within an hour or less of signing in? You'll sign in, leave it open for a bit, come back and see an "Unexpected error" message. Then when you click reload, you get the whole "our shoe came untied" message. And then it just completely signs you out. You then have to go through the whole sign in process again like it has no idea who you are... captcha, etc. What's the point of using the desktop app if it just keeps signing you out. Oh and if I try to "clear cache" it crashes.
        A
        Anonymous
        July 26, 2019

        Welcome and thanks for joining our forums, @JamesLarsen,

         

        I've checked my resources and verified that there is an ongoing issue with the QuickBooks Desktop App.

         

        Our engineers are already investigating why some users are kicked out and are prompt to log back in when clicking the Open a New Tab option. We don't have the exact turn around time on when this will be fixed. Rest assured, our support team sends an update about the status rolled out to everyone in stages. Once available, you will be notified through email.

         

        In the meantime, I would recommend giving our Quickbooks Online Support Team a quick call to add you to the list of affected users. You can have them add you to the ticket number INV-31308.

         

        Here's how to get our contact information:

         

        1. Click the (?) Help menu at the top right section of your QBO Dashboard.
        2. Tap the Contact us button.

         

         

        Please update me call goes or if you have any other questions. I'm here to lend you a hand anytime. Have a nice day.

        J
        JamesLarsen
        July 27, 2019
        Thank you! At least I know it's not just me now!
        S
        sagemal
        August 1, 2019
        Hi Mickey, Thanks for the fix to this issue. It's a godsend. I have been dealing with this issue for months and even called tech support. They told me the usual BS "we are aware and we are working on it". It has been almost close to 4 months since I have been dealing with this issue. I also find it strange that they have not updated the app for many months. This workaround not only fixes the multiple tab issues but it also fixes the terrible and consistent JSON error which forces you to log back in quite often. I have gone overnight without the JSON error which is an eternity for this app. Having said all that what's taking the QB engineers to fix this. They can just look and see what setting get changed by hitting the "Relaunch" button and work backwards. Sometimes you just need to reverse engineer things. I have a feeling they don't people using the desktop app and thus they are not fixing it intentionally. It is sad because they have no problem charging your credit card every month for a product that is not ready for primetime.
          C
          CCS33
          September 15, 2020

          It is 09/15/2020 with the same problem. Any solution?

          CS

            MaryLurleenM
            MaryLurleenM
            September 15, 2020

            Let's do this troubleshooting to refresh the app's data, CCS33.

             

            Here's how:

            1. Click Help on the navigation bar at the top.
            2. Select Reset App Data.
            3. Allow a moment for the process to complete, and then close the app.
            4. Be sure to right-click the app and Run as Administrator when re-opening. 

            If the same error persists, let's uninstall the app, and reinstall it. Check this article for the detailed steps: QuickBooks App for Windows and Mac: General support.

             

            Please let me know how it goes so I can assist you further if there's a need to.

            W
            WindyMiller
            March 2, 2021

            We are having this same issue (QBO forgets previously opened tab, prompts for logon on the new first tab (which works), but crashes when opening a second tab.

            My workaround is to close both tabs with their X, restart QBO, and restart QBO which then opens all my previous tabs!

            It's embarrassing for Intuit to read that this is ongoing since 2019!

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