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Level 1

Opening company frozen, logs show report generating

Good Day,


One of my accountant users now has trouble opening one of our company files, and the logs seem to indicate that QB2019 is stuck trying to generate a report. The user was able to generate the report a few days ago, but now they get stuck on a loading screen for 10-15 minutes. Other users are able to open the same company with no issue.

Log snippet posted below, not that the 'Wall Time' for some of these is extremely long and seems to indicate the drawing of the main screen.

 

We had the user try to load the same company on another PC and the same thing happened, which eliminates the PC as the problem, I feel like there is a workflow stuck that may be the problem, but I don't know QB that well.

 

Any tips/tricks would be greatly appreciated.

 

performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:27 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1122.08 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:28 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1166.87 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:29 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1225.65 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:30 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1253.29 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:31 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1179.39 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:33 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1086.45 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:34 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1040.26 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:35 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1207.57 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:36 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1281.27 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:37 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1191.80 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:38 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1141.16 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:39 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 1058.71 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:40 Event:{"Task":"TxList Create","Window":"Sales Tax Exception Report"}; wall time: 981.73 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 13:51:43 Cumulus:'Cindy' Form (Building Report) Message:Building Report
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 13:51:43 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:49 Event:{"Window":"Building Report"}; wall time: 5204.42 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 13:51:49 Event:{"Form":"Message:","Extra":"Building Report","Window":"Building Report"}; wall time: 5206.41 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 13:51:49 Cumulus:'Cindy' Form (Building Report) Message:Building Report
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 13:51:49 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:00:24 Event:{"Window":"Building Report"}; wall time: 515548.99 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:00:24 Event:{"Form":"Message:","Extra":"Building Report","Window":"Building Report"}; wall time: 515549.81 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:00:27 Cumulus:'Cindy' Form (Building Report) Message:Looking...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:00:27 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:03:51 Event:{"Window":"Building Report"}; wall time: 203416.74 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:03:51 Event:{"Form":"Message:","Extra":"Looking...","Window":"Building Report"}; wall time: 203417.69 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:03:54 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:03:54 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:02 Event:{"Window":"Building Report"}; wall time: 8140.83 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:02 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 8142.94 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:05 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:05 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:13 Event:{"Window":"Building Report"}; wall time: 7890.28 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:13 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 7891.38 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:16 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:16 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:22 Event:{"Window":"Building Report"}; wall time: 6337.25 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:22 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 6339.39 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:25 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:25 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:29 Event:{"Window":"Building Report"}; wall time: 3471.16 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:29 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 3475.61 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:32 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:32 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:35 Event:{"Window":"Building Report"}; wall time: 3732.12 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:35 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 3733.07 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:38 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:38 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:44 Event:{"Window":"Building Report"}; wall time: 5832.91 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:44 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 5835.01 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:47 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:47 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:53 Event:{"Window":"Building Report"}; wall time: 5897.69 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:04:53 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 5904.57 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:56 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:04:56 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:01 Event:{"Window":"Building Report"}; wall time: 4498.59 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:01 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 4499.40 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:04 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:04 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:08 Event:{"Window":"Building Report"}; wall time: 4077.27 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:08 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 4078.55 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:11 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:11 Cumulus:'Cindy' Form (Building Report) Form
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:14 Event:{"Window":"Building Report"}; wall time: 3391.37 ms, busy: 0.00 ms.
performancemeasure.cpp (130) : CHECKPOINT: 17204: Mon Mar 2 14:05:14 Event:{"Form":"Message:","Extra":"Reading transactions...","Window":"Building Report"}; wall time: 3392.59 ms, busy: 0.00 ms.
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:17 Cumulus:'Cindy' Form (Building Report) Message:Reading transactions...
tasktracking.cpp (775) : CHECKPOINT: 17204: Mon Mar 2 14:05:17 Cumulus:'Cindy' Form (Building Report) Form

Solved
Best answer 03-02-2020

Best Answers
Highlighted
QuickBooks Team

Opening company frozen, logs show report generating

Hello lcameron,

 

You've done a wonderful job troubleshooting so far and I appreciate your attention to detail with relaying the situation to me. Knowing each of these things, in particular that it's only one user affected, is an important part of narrowing down what's going on. I'll point you in the right direction.

 

When it comes to these kinds of issues where it seems to be a particular user access that's having trouble bringing up the company file, there are a couple of things to consider before jumping into more troubleshooting: is this access the admin access or another access type?

 

When these situations occur on an admin access, it takes a bit of extra help to fix the problem. In those cases, a phone support agent can arrange for the company file to be sent to our data services team, which works on repairs such as this to make sure things are set right and you're able to keep working.

 

If it's another user type that's having this issue, the admin user can simply delete the user access and then recreate it. This often fixes user issues like this and sorts things out pretty quickly. Here are the steps for deleting and re-adding a user.

  1. Go to the Company menu.
  2. Hover over Set up users and passwords, then choose Set Up Users.
  3. Enter the admin password if required.
  4. Select the user in question.
  5. Click Delete User.
  6. Select Yes on the Are you sure you want to delete user? message.
  7. Click Add User.
  8. Fill out the access credentials and click Next.
  9. Choose the accesses for the user.
  10. Click Finish when the setup is complete.

Have the user try accessing the file using that new login. If issue persists, I recommend getting in touch with QuickBooks Desktop support. You can see the contact options, hours, and other important details in this article: Intuit QuickBooks Desktop software support policies

 

Take care and have a great week!

View solution in original post

3 Comments
Highlighted
QuickBooks Team

Opening company frozen, logs show report generating

Hello lcameron,

 

You've done a wonderful job troubleshooting so far and I appreciate your attention to detail with relaying the situation to me. Knowing each of these things, in particular that it's only one user affected, is an important part of narrowing down what's going on. I'll point you in the right direction.

 

When it comes to these kinds of issues where it seems to be a particular user access that's having trouble bringing up the company file, there are a couple of things to consider before jumping into more troubleshooting: is this access the admin access or another access type?

 

When these situations occur on an admin access, it takes a bit of extra help to fix the problem. In those cases, a phone support agent can arrange for the company file to be sent to our data services team, which works on repairs such as this to make sure things are set right and you're able to keep working.

 

If it's another user type that's having this issue, the admin user can simply delete the user access and then recreate it. This often fixes user issues like this and sorts things out pretty quickly. Here are the steps for deleting and re-adding a user.

  1. Go to the Company menu.
  2. Hover over Set up users and passwords, then choose Set Up Users.
  3. Enter the admin password if required.
  4. Select the user in question.
  5. Click Delete User.
  6. Select Yes on the Are you sure you want to delete user? message.
  7. Click Add User.
  8. Fill out the access credentials and click Next.
  9. Choose the accesses for the user.
  10. Click Finish when the setup is complete.

Have the user try accessing the file using that new login. If issue persists, I recommend getting in touch with QuickBooks Desktop support. You can see the contact options, hours, and other important details in this article: Intuit QuickBooks Desktop software support policies

 

Take care and have a great week!

View solution in original post

Highlighted
Level 1

Opening company frozen, logs show report generating

Hi Laura,

 

Your solution worked, the affected user was a non-admin, so we had a new user created and they are able to get into the company again.

Thanks,

 

Leigh

Highlighted
QuickBooks Team

Opening company frozen, logs show report generating

Thanks for following up, Leigh! I'm glad to hear that simply re-creating the user access solved the problem. Hopefully it's smooth sailing from here, but you know where to find us if you need anything else.

 

I hope you enjoy the rest of your day. :)