Solved

Error Message with phone number to call

Forum|Forum|3 years ago
October 26, 2022
8 replies
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I had a pop-up box that says:

Problem

Quickbooks found some problems with your data file. You can fix most issues by rebuilding your company file.

Solution

Rebuild your data now. Close all windows and choose utilities and then rebuilddata from the File Menu.

If you see this message again, call Intuit Techincal Support at [removed]

After doing the rebuild twice, the message kept coming back with no way to close. I called the number and it seemed very suspicious in that they told me that I had to buy a support contract.

Has anyone else had this issue?

QuickBooks Desktop

Best answer by bwaim

Contacted Quickbooks through the menu in the program. They knew about the issue and were able to remove it for me.

R

ReymondO

Good day, @bwaim.

Thanks for sharing the details of your concern in the QuickBooks Community page.

I'd be glad to help you fix the error message you're getting in the program.

Before we proceed, can you share with me the version of QuickBooks Desktop (QBDT) you're using right now? That way, I can provide you with the right steps in addressing the issue.

Please know that after May 31, 2022, access to add-on services will be discontinued for QBDT for Windows 2019 and below. This includes all versions of QBDT Pro, Premier, and Enterprise Solutions v19.

This can be the reason why you're asked to buy a support contract either to get help with your move or take advantage of our special upgrade pricing.

With regard to the pop-up message, let's run QuickBooks Tool Hub to fix the error. This contains a set of tools to address different types of problems in your company file.

Here's how:

Close QuickBooks.
We recommend you download the most recent version (1.6.0.0) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it. The version will be displayed on the bottom right or you can select About to view the version.
Open the file you downloaded (QuickBooksToolHub.exe).
Follow the on-screen steps to install and agree to the terms and conditions.
When the installation finishes, double-click the icon on your Windows desktop to open the tool hub.

Once done, follow step 2 in this article to use its tools: Fix common problems and errors with the QuickBooks Desktop Tool Hub.

When you've managed to fix the issue, you can start working on your QuickBooks program. If you need help, you can always visit our articles from the general articles list page.

Please let me know the results of the troubleshooting steps. I'm always here if you need further help. Have a good one.

J

Jhirsch

Same problem. Think intuit was hacked and now the program is fubar

does intuit know how to fix this? I can’t open the program anymore and the tool hub is useless

any suggestions?

B

bwaimAuthorAnswer

Contacted Quickbooks through the menu in the program. They knew about the issue and were able to remove it for me.

B

bwaimAuthor

Thanks for all the suggestions, but this has now been resolved. It was verified to be a scam caused by malware on the computer.

If you see this message, do not call [removed].

Contact Quickbooks Technical Support from within Quickbooks and they can assist you in removing the malware.

C

cant open updated file

I had the same thing happen last night. After hanging up on them using a few choice words, I called the quickbooks help line (DIFFERENT NUMBER) and support was awesome. We used tool hub and Quickbook doctor and i am back to work with no issues.

N

Nicole KP

Had this same problem this morning. Made the mistake of calling that number. Thought to call ProAdvisor support after paying for "Internet Data Protect Services" - Seems this is definitely a scam. Question is, did it come from an issue with the Intuit program or by some other hijack?

exact

A

AbegailS_

Hi there, @Nicole KP.

Security and keeping your account safe is one of our top priorities. I'm here to provide insights why your getting this kind of error.

I've checked here on my end and there's no reported case about this issue and this could be an issue about the program.

It's possible that you encounter an error while using the opening QuickBooks Desktop.

To resolve this, let’s run the Verify and rebuild tools to let this alignment tool works. The Verify Data will identify any data issues within your company file. Then, the Rebuild tool will self-resolve it. Check the steps below:

Verify data:

Go to File, then Utilities and choose Verify Data.

If it will detect an error, proceed and Rebuild your data:

Go back to File menu and then Utilities and select Rebuild Data.
Choose OK if you’ll receive a message to back-up your company file.
After creating the back-up file, the Rebuild Data utility will run automatically.
Click OK when you get the message Rebuild has completed.

For detailed guidance, see this article: Verify and Rebuild Data in QuickBooks Desktop.

You can see additional details in Resolving Potential Data Issues.

Please let me know if you have further questions or concerns. I'll be here every step of the way. You can reach out to the Community any time you need a helping hand. We got your back. Take care and have a fantastic week!

N

Nicole KP

We did the rebuild, it fixed an error but the message came up again. Unfortunately we called the number shown and were duped into buying "Intuit Data Protect Services" (but we were not actually speaking to Intuit) and granted access for them to make changes on the PC via LogMeIn. My hackles started to go up so I called Intuit directly from another phone and spoke to someone who advised us to shut down the computer immediately. We were able to contact the bank and freeze the account before the money came out, and fortunately had a backup of the QB file to use on a different machine. We will be getting the PC wiped and starting over. Hope this will prevent others from following through with this bogus message.

D

DDent_TEC

I've seen people in this thread say the pop up message is caused by malware. Can someone tell me the steps needed to remove the malware? I've tried using QuickBooks ToolHub, reinstalling QuickBooks completely, a full scan with enterprise grade antivirus, a Malwarebytes scan, and a SuperAntiSpyware scan. The pop-up warning still keeps appearing every time I open QuickBooks.

Any information on how to remove this would be much appreciated.

N

Nicole KP

I had this issue; call Intuit directly 1-800-4INTUIT and they can assist in removing the files creating the error popup message. If you have a current paid subscription to QB desktop, their support to do this is included in the cost.

C

cindyh05

I am having the exact same issue. It started on my old computer last week running Windows 10 with QB Desktop 21. I bought a new computer with Windows 11 and upgraded to QB Desktop Pro Plus 23 directly from the Intuit site . Same message on both computers. Have spent at least 12 hours on the phone with tech support and they haven't been able to help me. I cannot speak with or leave a message for anybody with any knowledge of this.

PLEASE HELP!

Fiat Lux - ASIA

@cindyh05

Try Chat Support again at another time and hopefully get a knowledgeable support person. In the meantime, look for the files like I mentioned earlier.

C

Charies_M

Good day, bwaim.

Let me route you to the right support that can help your fix the rebuilding issue in QuickBooks Desktop (QBDT).

Base on your given scenario, I suggest you get inn touch with our support to continue the troubleshooting. You can try our phone or chat support for further assistance.

Here's how:

Open QuickBooks.
Go to Help, then select QuickBooks Desktop Help/Contact Us.
Select Contact Us.
Give a brief description of your issue, then select Continue.
Sign in to your Intuit account and select Continue and then Continue with my account.
We'll email you a single use code. Enter your code and select Continue.
Select to chat with us or Have us call you.

To get our latest contact information, check out this article: Contact QuickBooks Desktop support.

Let me know how it goes. I want to make sure this is taken care of. Have a wonderful day ahead.

G

GKRaleigh

This thread has many suggested solutions to this error. After experiencing this yesterday, I spent many hours trying to reach Quicken support. First their call back was not working, then the agent I finally reached refused to help me because they claim my version is no longer supported (Desktop Pro 2021, definitely STILL under support). I finally found someone to help... I had to do a program update (Help > Update QuickBooks Desktop). I believe Intuit knew that their last update was flawed (either on purpose or accidently infected) and now requires anyone with this issue to call for help. Also, interesting that they insisted on giving me the spiel about the "new" subscription service (which I was told would have avoided this issue/call). Anyone with this problem should first try to do an update, which may fix the issue. Shame on Intuit for this entire episode!

J

jumper-d-1981

I am sorry. This is unacceptable. It is now very obvious to me that this is a known exploit, specifically if they know how to fix it, but still almost nothing is being said or actively done to prevent a exploit like this.

Here is the facts. I told Intuit about what I suspected to be a scam because the number came back as a known QB scam number. Nothing else was listed. I also told them that their "fix" made it worse when I was told to remove completely the program and all folders associated with it. When I reinstalled instead of it only affecting one user it affected all users. AND it prevents you from using the QB desktop.

SO I dug. Found that in the Public user profile there is a folder in the documents called Windows(it is hidden fyi). SO C:/users/public/public documents/windows

There are 6-10 files. If you delete everything in that folder that you can the error goes away but there will be three files left. Intuitdownloadmanager, newonsoft.json.dll and win32_api.dll

These files need to go away too.

here is another more precise explanation on reddit of all places.
https://www.reddit.com/r/QuickBooks/comments/wzzzg0/quickbooks_internal_pop_up_scam/
assuming the link is allowed.
Once those are removed you will want to check the start up items and look at their properties or file location, one of the Quickbooks items in start up points at that downloadmanager.exe so disable that, now you can remove the other files that were previously prevented. you may have to stop any running instances of that download manager.

Now you have removed the entire "Windows" folder that contained those pesky devils. NOW check your scheduled tasks. Disable any task relating to that path.

I had 11 of them.

This should be about as thorough of a clean up as possible without a reinstallation of windows.

S

shelleymay

This SCAM is still very much alive. Just called the number and spoke to "John" and he said he would have to get on the computer to fix it. The hairs on the back of my neck started to bristle, but against my better judgement I went the steps tp let him on through LogMeIn Rescue. He was well versed in QBWin log files and He said unfortunately the data file was corrupt and he would have to do a 2 hour process to fix it. And we would have to get Intuit Data Protection Service and extend our subscription for another year in order to do that. All told the file repair, the data protection service and the subscription extension would be $2,000 dollars. That was the final red flag.

When I told him we were done, he hung up on me.

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