We're aware of this issue. This is not what we want you to experience with our product.
Rest assured our engineering team is working for a fix to speed up the process of logging in and loading the app. In the meantime let's have you access your QuickBooks Online company via a supported web browser until we've resolved this for you.
Also, I suggest contacting our support team. This way they'll add you to the list of affected users and update you through email once more information is available.
To reach us:
If you have any other concerns or questions, please don't hesitate to leave a message in the comment section below. We're always here to help.
A month after your post and I'm having the same problems as you. It seems that every hour or so the QBO program forgets I'm logged in. Half the time when I swap over to QBO from another program I get the "shoes untied" error or a JSON error when I try to save my work. I have to exit QBO and reopen it. It is slow to open and after opening it it just sits there for a little while and won't let me log in. My email and the blank password box are visible but I can't click the password field to type in my password. Finally it will say "Please enter password." At that point I can type my password and log in.
It is frustrating when a customer calls with a question about payments or an invoice and I have to tell them "One second, QuickBooks logged me out again. I'll be able to answer your question as soon as it let's me log back in." Sometimes I have to keep them waiting for a minute before I can even log back in.
I also have the error where if I click to open another tab it immediately logs me out.
I'm no expert (apparently the QBO developers aren't either) but I feel like wherever QBO stores my password is corrupted, missing or has some other problem and when QBO looks for the saved password, whether during log in or while the program is running, it can't find the password and log in fails or I'm logged out. My reasoning is that when I first fire up QBO, it seems like it s trying to log in with a saved passwor. It waits for a while before finally giving up and telling me to enter a password. This makes me think it is being instructed to log in automatically but can't find my credentials on my computer. I think the same authentication happens throughout the day and also occurs when I try to open a new tab.
I was able to poke around and find a QuickBooks log file on my computer. Here's the error that appears when I try to open a new tab:
2019-07-18 10:14:54.281 [ERROR] handleWebviewReadyEvent: null partition, signing out
So it is clear to me that there is some error going on that decides to log me out when I open a new tab. I do not see an error when I open the app, only when I try to open a new tab
I'm going to leave QBO open as I normally do and the next time I have the "Shoes Untied" error I will check the log to see what it says.
Thanks for joining this thread @adamFKC.
Currently, there's an on-going investigation with regards to Windows App. Customers are getting an error every time to open a new tab.
While we are working to fix the problem, we have a workaround that you can perform to ensure you’re still able to access your QuickBooks Online account via a supported web browser until we've resolved this for you.
As mentioned by my colleague above, our engineers are currently working together for an immediate resolution of the issue. If you haven't been added to the list of affected users in this investigation, I suggest getting in touch with our QuickBooks Support Team. Once added, you'll automatically receive an email notification with the latest updates.
Please know that you're always welcome to post again if you have any other concerns. We’re always here to help. Have a wonderful day!
Just as a follow-up, I logged into the QBO app at 10:12 AM and used it for a few minutes. At 11:35 AM I tried using the app again and it had the normal errors that I normally see when I return to that app. I checked the log and there were no errors around that time. The only things on the log were lines about checking for update and no update available.
As usual I ended up being forced to close the app and log in again. It had the slow start up problem and I had to wait to input my password.
After opening the app I checked the log again and there is one error that apparently happens every time I start the app:
2019-07-18 13:26:43.443 [ERROR] createNewSessionFromResponseHeaders returned error: Error: No realmId cookie in the response headers
I appreciate you sharing more information with regards to QBO app errors. As mentioned by my colleague, we have an on-going issue about QBO app. Our engineering team are currently investigating the root cause of the issue and working toward finding a permanent fix.
In the meantime, you can access your QuickBooks account via a supported web browser.
Also, I want to ensure you’re in the loop about the resolution status, so I recommend contacting our Technical Support Team. They have to collect personal data to add your company to the list of affected users and provide this number for easy tracking: INV-31308.
To reach them, click Help (question mark icon) at the top right, then hit Contact us.
Thank you for your patience while we're working for a fix.