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.
These messages were from a month ago, and as of about an hour ago, I'm experiencing these exact same issues. I wasn't experiencing them three hours ago. I've been on my QBO app all day. Why would I suddenly be experiencing them? And if your engineers are working so hard at fixing it, why has it been a month and it seems like it's still a problem?
I understand the impact of this issue on your business, @tinafoundation.
I've checked the update regarding the QBO App investigation, however, this issue is still ongoing.
The only workaround we can provide for now is to access your company via a supported web browser. If you haven't been listed yet as one of the affected users, I'd recommend reaching out to our Online Support so that they can notify you with the updates via email.
Please bear with us while our Engineering Team is working on a permanent fix as soon as possible.
If you have other questions about using the App, do let me know. I want to help however I can.
Don't really have questions about the app because I can't use it because it keeps logging me out and is super slow. I switched to using a web browser but not really as convenient as the App. I guess I really don't understand why I'm paying $70/month (and the millions of other users) and the engineering team can't seem to fix something that seems pretty critical to the success of a product. I will send them a message and request to be added to the list of affected users. It just seems really weird that I'm only just now encountering an issue that others have been suffering with for over a month. Seems like that means that it's more broken not less so.
Pretty tired of hearing the same useless answers. Perhaps putting it back the way it was until you figure out how to make it work. Perhaps actually using the massive amount of money we over pay you to solve the problem promptly rather than put it on a list and under staff your tech dept.
Seriously, I have played an online game since the 90's that has a free subscription now and a cheaper pay to play price now than it did 20 years ago. They fix their mistakes inside of a week usually, a month at most for non critical issues.
The app makes your software tolerable. This bug makes your app useless. Your continued platitudes coupled with a total lack of action or results is more than frustrating. It is an advertised benefit you have denied us. That is misleading advertising. That is stealing. You owe us all a partial prorated refund for the MONTHS I have not been able to use this app. I think it might actually be a year now.
Please spare me the diatribe and actually get someone who cares involved with the issue.
Ok. 4 months later and the issue is still not fixed! It also logs you out of your other QBO attached apps if you have them launched within QBO.
Good day, @Gene-Lilley,
When you encounter an unexpected behavior in the QuickBooks Online Desktop App, it's recommended that you clear its cache. Here's how:
Uninstalling and downloading it again can also help resolve data issues. For an overview of the app, such as minimum requirements, I recommend following this article: QuickBooks App for Windows and Mac: General support.
However, if you already did this troubleshooting steps, I highly recommend contacting our phone support. They can check your account in a secure environment and help report this case to our engineering team for further investigation.
Here's how to get support:
I want to make sure you're taken care of, so please let me know what you find or how the call goes. I'll be right here if you need further help. Have a pleasant day!
I don't even know what to say. Your copy and paste solution is insulting after we've been trying to get this problem fixed for so long. You think we've been waiting months and haven't tried the very first thing you guys suggest for every problem with your buggy software?
You guys are so irritating some times.
That is no help at all. I am a QuickBooks Pro Advisor and I already know how to do your little copy and paste fix, but it doesn't FIX anything.
This has been an ongoing problem that Intuit has known about for months and still has not come out with a fix.
They read off a script. As a Pro Advisor, I'm sure I know more than most of the people on chat support and this "help" page.