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Experienced Member

Does anyone else's QB Online crash when they open a second tab?

 
16 Comments
QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Dennies8, May I ask which browser you are using QBO with, please?

 

You can also try to use incognito or private mode for the second tab.

 

Please let us know how you go. Thank you.

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Zac,

Thanks for the prompt response. I am using the QuickBooks Microsoft App, version 4.0.7.

 

It seemed to work well up to about a month ago, when it started crashing after an update to the app. I assumed it was a bug that would be ironed out fairly quickly, but it is still an issue.

 

Thanks,

Dennis.

 

 

QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Dennis,

 

Not a problem and thank you for getting back to us on this.

 

While the app offers more features and shortcuts, we would recommend our users to use supported browsers like FireFox or Chrome for the best experience. 

 

We do appreciate your feedback on your Desktop Experience and I have forwarded it to the relevant team for future improvements.

 

Thank you,

 

Zac

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Zac,

So, if I follow correctly, you are suggesting not use the Microsoft app as it is not well supported??

 

Maybe suggest to the relevant team that they should roll back the last few updates to the app that focused on adding fancy coloured accents to the tabs, which have no tangible benefit AFAIK, but broke the functionality for multiple tabs. 

 

Thanks.

QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Dennis,

 

Thank you for following up on this.

 

Yes, that is correct.

 

Looking at the "what's new" session of the Microsoft Desktop App, I can see our team has fixed a couple issues with the last update back in April.

 

I have added your feedback in my message to our team. Here is how you can do the same by submitting an in-product feedback for this:

 

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

Thanks Zac,

Much appreciated.

QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hi again Dennis8,

Hope you are well.

 

Just wanted to follow up on this with you.

As I have forwarded your feedback on the Microsoft Desktop App experience to our support team, and they would like to find out more from you on this issue:

 

  1. Is the issue still happening on your end?
  2. Can you try resetting the app data and log back in again to see if the issue still resists? (Help option on the top bar and Reset App Data. This won't impact data you have stored in QuickBooks)
  3. If the issue remains after resetting the App Data, can you please contact us and log a ticket on this? 

Our support team is keen to look into this for you. 

 

Thank you.

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Zac,

I have reset the app data as suggested and the issue is still happening. I tested once before resetting app data, and twice after the reset and the exact same thing still happens, i.e. QuickBooks crashes and then restarts

QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hello there, dennis8.

 

I've already checked this with our engineers. And the workaround they provided is to use a supported browser like Google Chrome, Mozilla Firefox, Internet Explorer, or Safari.

 

Rest assured that I will update this thread once the issue is resolved.

 

Additionally, I would suggest contacting our phone support, so your company name will be added to the list of affected users.

Here's how:

  1. Click the ? Help icon, then Contact us.
  2. In the What can we help you with? field, enter When I open a new tab, QuickBooks crashed.
  3. Then, click Let's talk.
  4. Choose a way you'll want to contact us.

Thank you for your patience while we're working on this.

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

Hi Adrian,

Just to reiterate, the issue is with the QuickBooks Windows 10 desktop app, and not a browser interface.

 

I have had several emails from the QB support team, so I have no doubt someone somewhere is attending to the issue.

Thanks,

Dennis.

Moderator

Re: Does anyone else's QB Online crash when they open a second tab?

We understand the convenience of using the QuickBooks Online Desktop app, Dennis. Especially the function that allows you to operate in different tabs.

 

Just like what AdrianRose_A said, we advice to temporarily use a supported web browser while we fix this issue. This is the workaround suggested by our engineers, too.

 

When contacting our phone support team, you can use this investigation number INV-31308. They can give you updates about it.

 

We'll also update this thread once we know the progress about this. Let us know if you need anything else.

 

 

Active Member

Re: Does anyone else's QB Online crash when they open a second tab?

FYI, the Windows app v4.0.7 is doing the same thing for me.  I also tried resetting the app data.  

Moderator

Re: Does anyone else's QB Online crash when they open a second tab?

Hi, ServisB.

Let me share additional updates regarding QuickBooks Online application issues.

 

As my peers mentioned above, we have been receiving reports coming from other customers about this issue and our engineers are continuously working to provide a solution as soon as we can.

 

While we don't have a definite time as to when the resolution will come out, rest assured we're actively working to deliver one that'll prevent this from happening again.

 

In case you’ve not been added to the list of affected users, I'd recommend contacting our Customer Care Team to add you to the list. By doing so, you'll be notified via email about the status of the investigation.

 

Here's how to contact us:

 

  1. Go to: https://help.quickbooks.intuit.com/en_AU/contact.
  2. Choose your QuickBooks Product.
  3. Select your QuickBooks version.
  4. On the Contact Us page, click a topic.
  5. Click on the Start a Message button to see the support number.

For now, I'd suggest accessing your account in a supported browser. Additionally, you may find these articles helpful:

 

For other QuickBooks Online applications concerns, please let me know. Have a good one.

Experienced Member

Re: Does anyone else's QB Online crash when they open a second tab?

I have been having the same problem for approx 6 months - with regular responses saying "our engineers are working hard to solve this problem". Occasionally it works ok, but it is really frustrating. Come on Intuit - GET IT SORTED!!!

QuickBooks Team

Re: Does anyone else's QB Online crash when they open a second tab?

Hi, BruceL.

 

We want this fixed as much as you do. While we're waiting for the resolution, we recommend to use a supported browser as mentioned by my colleague above.

 

We'll make sure to give an update as soon as we got information about the status of the issue.

 

You can also visit our website to know the status of the investigation.

 

We really appreciate your patience on this.

Active Member

Re: Does anyone else's QB Online crash when they open a second tab?

The point is that we want to use he QBO deskop app.  It constantly crashes and has to be restarted.  If the app doesn't work (which it clearly doesn't), then pull it and post a notification to everyone that has been frustratingly using the app and then send out updates as you move to fixing it.