Fix QBwin.log encryption errors

Learn how to fix the following errors in the QBWin.log after the Verify Data utility fails in QuickBooks Desktop.

• LVL_SEVERE_ERROR--GetDecryptedCreditCardNumber Failed: The decryption has failed. CHECKPOINT: Failed to decrypt customer's credit card number. Customer ID: nnnn
• LVL_ERROR--Unable to decrypt Social Insurance number/Social Insurance number

These errors come from damaged encryption of sensitive fields such as credit card, Social Insurance, and bank account numbers. Here’s how you can fix them.

Note: Before troubleshooting, update QuickBooks Desktop to the latest version and create a backup or a portable company file.

Check the QuickBooks admin user for damage

1. Sign in to your company file as the admin.
2. Change the admin password, and QuickBooks will re-encrypt your file.
   Important: If QuickBooks crashes while encrypting, contact us. We may need to send your file to Data Services to remove sensitive information.
3. Go to File and select Close Company.
4. Close QuickBooks.
5. Open QuickBooks, then sign in as an admin.

Check if the re-encryption is successful

1. Run the Verify Data utility.
2. Check the most recent entry in the log file.
3. If you see any of these errors, contact us to fix your files.
   1. LVL_SEVERE_ERROR--GetMasterKey Failed: The decryption has failed.
   2. LVL_SEVERE_ERROR--GetDataAccessKey Failed: The decryption has failed.

Important: Send your file to Data Services only for admin master key errors. For non-admin errors, delete and recreate the users.

Repair damaged encrypted fields

Follow these steps to fix missing or damaged encrypted fields. These steps apply to credit card numbers, supplier Business Number, and employee SIN.

Run the Verify Data utility

Check for possible data damage using the Verify Data utility.

Look for the error message in QBWin.log

1. Locate the QBWin.log file and save it to your desktop or any easy-to-access location.
2. Right-click the QBWin.log file.
3. Select Open with..., then select Notepad.
4. Note customer names and IDs in QBWin.log.

Edit the credit card number of affected customer

Editing the credit card number fixes the damaged data. If many customers are affected, use advanced imports to override.

1. Go to Customers and select Customer Centre.
2. Select the Active Customers ▼ dropdown, then select All Customers.
3. Locate the names of the customers or jobs you noted. If not on the list:
   1. Export your customer list as an IIF file.
   2. Right-click on the IIF file.
   3. Select Open with..., then select Microsoft Excel.
   4. Match the customer ID from the log note to the IDs in the REFNUM column.
4. Select the customer or job.
5. Go to the Payment Settings tab.
6. Enter dummy credit card information, then select OK.
7. Go back to the Payment Settings tab.
8. Enter the correct credit card information, then select OK.

Note: Edit the credit card number for each affected customer or job in the QBWin log file.

Verify if data no longer has errors

Run Verify Data to check if the issue is fixed.

• If no problem is found, the issue is fixed.
• If verification fails, check QBwin.log for errors. If customers still appear, edit the affected customer's credit card number again.

Note: If you see "Verify Error: QuickBooks found a problem with the Acct #/Card #/Note field for other asset," check for a damaged admin user or edit the information manually.

Reenter encrypted data

When we fix your company file, some encrypted data might be removed. Don't worry, you can usually restore it from an older backup (.qbb or .qbw) and paste it into the fixed file.

Note: These steps won't recover employee bank accounts or routing numbers for accounts.

Recover employee SINs and dates of birth

1. Open your backup file.
2. Go to Reports and select List.
3. Select Employee Contact List.
4. Select Customize Report.
5. Select these columns on the Display tab:
   • Active Status
   • Employee
   • SIN
   • Birth Date
     Note: Uncheck everything else.
6. Go to the Filters tab, select Active Status, then select All.
7. Select OK, then select Refresh.
8. Select the Excel ▼ dropdown, then select Create New Worksheet.
9. Select Export, then select a location on your desktop, then select Save.

Copy the data to the fixed file

1. Open the Excel file you exported.
2. Copy the SIN and the date of birth for each employee.
3. Open the fixed company file.
4. Go to Employees and select Employee Centre.
5. Select the employee.
6. Enter the correct SIN and Date of Birth in the Personal tab.
7. Select OK to save.

Recover supplier Business Number

1. Open your backup file.
2. Go to Reports and select List.
3. Select Supplier Contact List.
4. Select Customize Report.
5. Select these columns on the Display tab:
   • Active Status
   • Supplier
   • Business Number
     Note: Uncheck everything else.
6. Go to the Filters tab, select Active Status, then select All.
7. Select OK, then select Refresh.
8. Select the Excel ▼ dropdown, then select Create New Worksheet.
9. Select Export, then select a location on your desktop, then select Save

Copy the data to the fixed file

1. Open the Excel file you exported.
2. Copy the Business Number for each supplier.
3. Open the fixed company file.
4. Go to Suppliers and select Supplier Centre.
5. Select the supplier.
6. Select the Sales Tax Settings tab.
7. Enter the Business Number in the appropriate field.
8. Select OK to save.

Recover account numbers

1. Open your backup file.
2. Go to Reports and select List.
3. Select Account Listing.
4. Select Customize Report.
5. Select these columns on the Display tab:
   • Active Status
   • Account
   • Bank No. /Note
     Note: Uncheck everything else
6. Go to the Filters tab, select Active Status, then select All.
7. Select OK, then select Refresh.
8. Select the Excel ▼ dropdown, then select Create New Worksheet.
9. Select Export, then select a location on your desktop, then select Save.

Copy the data to the fixed file

1. Open the Excel file you exported.
2. Copy the account number.
3. Open the fixed company file.
4. Go to Lists and select Chart of Accounts.
5. Select the account, then select the Account ▼ dropdown.
6. Select Edit Account, then update the Bank Acct. No. field.
7. Select Save & Close.