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scacct
June 12, 2022
Solved

Is QB desktop supposed to ask a new user to create a complex password when they've already been set up with a complex password?

  • June 12, 2022
  • 2 replies
  • 0 views

In QB desktop premier 2022, I've created a new user with a complex password.  When we try to log in as the new user QB displays a dialog that says:

 

To complete sensitive data protection setup, create a new complex Quickbooks desktop password.

User name:

Current password:

New password:

Confirm password:

 

If we create a new complex password, right after QB starts up we get the Quickbooks - Unrecoverable Error dialog and once you close that dialog QB closes.

 

This happens on any computer we try logging in as the new user, and doesn't happen with existing users.

 

We tried the DB repair utility in Quickbooks Tools Hub, but it didn't help.

 

We've tried deleting the new user and re-entering.  No luck.

We've tired creating a second different new user.  No luck.

We tried creating the new user from two different computers.  No luck.

 

Looking at Windows event viewer we see lots of different Quickbooks errors.  They are not consistent from session to session or from computer to computer.

 

 

 

 

 

 

 

 

Best answer by scacct

Problem resolved. 

After a couple of weeks of making no headway and getting little response, the problem was finally escalated and received a case #.  I spent about 3 hours on the phone and sharing my screen with a QB tech and after trying several different approaches we finally washed the company file through the QB portable file format and that resolved the problem.  In other words, you save the company file out to the portable (QBM) format and then restore from that QBM back to a new QBW file.   

 

Kudos to Ernie the QB tech.  He was very good.   

 

BTW, turns out according to Ernie the re-asking of the password is normal behavior, although I didn't see this documented anywhere. 

2 replies

J
jamespaul
June 12, 2022

Hello, scacct.

 

Thanks for taking the time to initiate the troubleshooting steps in your end. I'd like to point us to the right direction so we can fix the new user's profile and have them log in to QuickBooks normally. 

 

In regards to the complex password, QuickBooks requires the users to have complex passwords setup when your file deals with sensitive customer data. Normally, administrators are required to change the password every 90 days. 

 

Since it's a new user, this is likely caused by a damaged component or a data issue within the company file. 

 

Using the Tool Hub and deleting and recreating the new user profile are normally the solutions when dealing with user-related issues. 

 

Since none of the steps worked, let's have this checked by our support. They can use their tools to check for issues related to the user profiles and fix it. Here's how to reach them: 

 

  1. In QuickBooks Desktop (log in as an admin or any working user), press F1.
  2. On the pop-up window, click the Contact Us button.
  3. In the box, we can type something like "New complex user password crashes QuickBooks" or similar.
  4. Click Continue.
  5. Choose how you want to reach us.

 

For reference, I'll also add this article in case you need some details about managing users in the program: Create and manage users and roles in QuickBooks Desktop Enterprise. 

 

In regards to the password requirements, we can check out this article for more details: Password security for QuickBooks Desktop.

 

After fixing the issue with our support, does the new user need help in recording entries and other tasks? They can take a look at the articles specific for QuickBooks Desktop here: All help articles for QuickBooks Desktop. 

 

Please let me know if there's anything else I can do for you regarding user management. If you or other users have concerns in recording some entries or running reports, let me know and I'll help out. 

S
scacctAuthor
June 17, 2022

I spent 2 hours in chat with QB support and wasn't helped.  After two hours the connection seems to have been lost.  My browser stopped responding and eventually I closed it and restarted it.  There didn't appear to be anyway to re-enter the chat. No email acknowledgement or anything.  Tried to reconnect again and the new person said they have no way of knowing what transpired in the previous chat. 

    M
    MadelynC
    June 17, 2022

    Thanks for updating us, @scacct. I’m here to help so you don’t need to recall all information you’ve shared from the previous representative.


    I’ve reached out to our team about this. Someone will contact you via PM in Community to share your original case number and the steps to find your messages. This way, you can share it with the next expert to review your chat transcript.


    In case you need more articles and tips about managing your finances and company data, you can visit our Support page anytime. You can also bookmark our Resource Center. It has free tools and bookkeeping basics you need to organize your data.


    Whenever you have other questions or concerns about managing your QuickBooks Desktop account, you can always leave a reply in this thread. We'll be here. Keep safe!

    S
    scacctAuthorAnswer
    June 30, 2022

    Problem resolved. 

    After a couple of weeks of making no headway and getting little response, the problem was finally escalated and received a case #.  I spent about 3 hours on the phone and sharing my screen with a QB tech and after trying several different approaches we finally washed the company file through the QB portable file format and that resolved the problem.  In other words, you save the company file out to the portable (QBM) format and then restore from that QBM back to a new QBW file.   

     

    Kudos to Ernie the QB tech.  He was very good.   

     

    BTW, turns out according to Ernie the re-asking of the password is normal behavior, although I didn't see this documented anywhere. 

    AlcaeusF
    AlcaeusF
    July 12, 2022

    Hello @scacct,

     

    I have reviewed the solution you’ve shared and it's correct and accurate. Thank you for sharing your inputs to help address the issue.

     

    We love to see members supporting one another! Have a great day.

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