Is QB desktop supposed to ask a new user to create a complex password when they've already been set up with a complex password?

Hello, scacct.

Thanks for taking the time to initiate the troubleshooting steps in your end. I'd like to point us to the right direction so we can fix the new user's profile and have them log in to QuickBooks normally. 

In regards to the complex password, QuickBooks requires the users to have complex passwords setup when your file deals with sensitive customer data. Normally, administrators are required to change the password every 90 days. 

Since it's a new user, this is likely caused by a damaged component or a data issue within the company file. 

Using the Tool Hub and deleting and recreating the new user profile are normally the solutions when dealing with user-related issues. 

Since none of the steps worked, let's have this checked by our support. They can use their tools to check for issues related to the user profiles and fix it. Here's how to reach them: 

1. In QuickBooks Desktop (log in as an admin or any working user), press F1.
2. On the pop-up window, click the Contact Us button.
3. In the box, we can type something like "New complex user password crashes QuickBooks" or similar.
4. Click Continue.
5. Choose how you want to reach us.

For reference, I'll also add this article in case you need some details about managing users in the program: Create and manage users and roles in QuickBooks Desktop Enterprise. 

In regards to the password requirements, we can check out this article for more details: Password security for QuickBooks Desktop.

After fixing the issue with our support, does the new user need help in recording entries and other tasks? They can take a look at the articles specific for QuickBooks Desktop here: All help articles for QuickBooks Desktop. 

Please let me know if there's anything else I can do for you regarding user management. If you or other users have concerns in recording some entries or running reports, let me know and I'll help out. 

I spent 2 hours in chat with QB support and wasn't helped.  After two hours the connection seems to have been lost.  My browser stopped responding and eventually I closed it and restarted it.  There didn't appear to be anyway to re-enter the chat. No email acknowledgement or anything.  Tried to reconnect again and the new person said they have no way of knowing what transpired in the previous chat. 

Thanks for updating us, @scacct. I’m here to help so you don’t need to recall all information you’ve shared from the previous representative.

I’ve reached out to our team about this. Someone will contact you via PM in Community to share your original case number and the steps to find your messages. This way, you can share it with the next expert to review your chat transcript.

In case you need more articles and tips about managing your finances and company data, you can visit our Support page anytime. You can also bookmark our Resource Center. It has free tools and bookkeeping basics you need to organize your data.

Whenever you have other questions or concerns about managing your QuickBooks Desktop account, you can always leave a reply in this thread. We'll be here. Keep safe!

It's been over two weeks now and still nothing substantive from QB support.  We see lots of QB errors reported in the windows event viewer. 

Amongst the many errors we get, we get a lot of these:

An unexpected error has occured in "QuickBooks Premier Plus Edition 2022":
PopulateAccessKeyVault Failed: CryptProtectData Failed

Usually followed at some point by:

An unexpected error has occured in "QuickBooks Premier Plus Edition 2022":
Unable to decrypt the Emp ID preference.

Often sometime after this QB quits. 

QB support has said they will have someone follow up, or they will find someone to follow up but so far no one has.  

So right now I've got a new hire for whom we purchased a license of QB who is supposed to be learning aspects of QB as part of their job and they can't. 

Hello @scacct,

I have reviewed the solution you’ve shared and it's correct and accurate. Thank you for sharing your inputs to help address the issue.

We love to see members supporting one another! Have a great day.