Quickbooks 2019 Desktop for MAC crashing when uploading a Citibank QBO file

Thank you for contacting us, neversabrina.

Great job for running the verify and rebuild data utilities. This is the first step to take to isolate and fix the crashing issue in QuickBooks Desktop (QBDT) for Mac.

I also appreciate you contacting our Technical Support Team to get help with this. Deleting all .PLIST files is the next thing you'll need to perform in fixing this issue. This will revert the default settings within the QuickBooks preferences.

Let me show you how to do it:

Step 1: Uninstall QuickBooks Mac Desktop

Before you uninstall QuickBooks, have your QBDT download file (or installation CD) and license numbers ready.

1. Close QuickBooks.
2. Go to the Finder menu, then select Applications.
3. Drag the QuickBooks icon to the Trash.

Step 2: Remove QuickBooks PLIST files

Preference files that store registration and any preferences set within QuickBooks, shows .plist as file extension.

User PLIST

1. Go to the Finder menu.
2. Hold down the Option key, then click Library.
3. Open the Preferences folder.
4. Find PLIST files that contains com.intuit.QuickBooks20XX (XX is the QuickBooks version you’re using).
5. Move them to the Trash.
6. Empty the trash.

System PLIST

1. From a new Finder window, open the Macintosh HD.
2. Go to Library, then Preferences folder.
3. Find PLIST files that contains com.intuit.QuickBooks20XX, then move them to the Trash.
4. Empty the trash.

Step 3: Restart your computer.

Step 4: Reinstall the latest version of QuickBooks.

I've got an article to help and guide you more about QuickBooks Desktop for Mac 2019: User's Guide.

Let me know how this goes by leaving a comment below. I'm always around to help you out.

I already have the information on how to do it thank you. But can you guarantee this will work? Or is this a try it and see? I'm not will to un-installl and reinstall if this is not a guaranteed fix. 

I'm here to ensure that you'll be able to import it, neversabrina.

The uninstall/reinstall method fixes any errors on your Quickbooks Desktop for Mac. This is proven by many users and by our developers. I have additional troubleshooting steps we can perform if you don't want to do it for now. Let's consider this option as your last resort.

Let's make sure first that you're QuickBooks Desktop for Mac is updated. If not, please update it and upload the QBO file again.

We can also create a duplicate account and merge it to the original one. This resolves banking issues too.

1. Create a new account on your Chart of Accounts with a different name.
2. After saving it, change its name the same as your Citibank account.
3. You'll see a pop-up to confirm the merge.

In addition, it could be that the Citibank QBO file has a large file size which can result to some issues when importing it. You can split it into two or more files for a better and faster process.

If the same thing happens, we can now perform the uninstall and reinstall. You can follow the steps shared by MaryLandT.

I also recommend checking this article for more details on how to deal with this error: Fix Online Banking.

Reply again if you need further assistance with this. I'm always here to help you.

Thanks for your message and input. My QB's is fully updated. It updates automatically and it's definitely not a large file as I update weekly/bi-weekly. 

I'll read over the merge directions you sent and report back in the next couple of days. 

Thank you again.

I tried this and it didn't work.  I deleted the items recommended, restarted and reinstalled.  QuickBooks 2019 for Mac (V18.0.7 R8.1) with Catalina 10.15.7.  The QuickBooks software crashes every time I try to import a 3 KB .qbo file from my Citibank account.  

It seems that your help contacts aren't working.  Might anyone be of assistance?  I'd really like to update my accounting.  

Hello there, cdino.

I've checked for similar reported issues on our list and didn't find any. I do appreciate your time and effort in performing the troubleshooting steps provided by my colleagues. I'd suggest contacting us again so we can see the format of your .QBO file. It can be one of the reasons why the software crashed after trying to import it. Our Phone Support may be limited due to the volume of calls. No worries we have other support options. 

Here's how to contact us:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us. Enter a brief description of your issue something about QBDT for Mac crasher after uploading Citibank transactions.
4. Click Let's talk or Continue, and then choose a way to connect.

To reach out to us outside the software, you can start a message by clicking this link. 

You might want to refer to these resources that will help you manage bank transactions:

• Add and match Bank Feed transactions in QuickBooks Desktop
• Disconnect Bank Feeds for an account in QuickBooks Desktop

I'm just here if you need more help. Take care and you stay safe always!

I appreciate the response but your instructions aren't possible to follow.  I can choose Help and then QuickBooks Help but there is no Contact Us option anywhere within that window nor can I find a Let's talk or Continue option anywhere as well.  

Regarding the links you provided, there is not a  Bank Feeds option in QuickBooks  2019 for Mac.  Can you provide information specific to the software that I'm using please?

I will try the message link again during business hours but it isn't specific to what time zone 6a to 6p is referring to.  

Thanks.

Hi there, @cdino.

Thanks for getting back to us here in the Community. Allow me to step in and share some information about how you can contact our QuickBooks Support Team.

Since the Contact Us option is unavailable, yes, you can message us to chat online. Our Customer Support Team is available from 6 AM - 6 PM PT (Monday - Friday).

Please follow these steps:

1. Visit the Contact QuickBooks Desktop support article.
2. Scroll down to How to message us outside of the product.
3. Select Start a QuickBooks Desktop for Mac chat.

For additional reference, you can use the following articles to learn more about the Online Banking feature in QuickBooks Desktop for Mac:

• Set up and use Online Banking (Mac).
• Fix Online Banking

Feel free to hit that Reply button if you have additional questions. Have a great day ahead.

Did you get it fixed?  I have the Citibank QBO files crashing my Quickbooks when I try to import them, but all other banks and credit cards work fine (about half a dozen or so).  I installed the software completely from scratch on a new computer I purchased and hoped it would fix itself, but when I imported the Citibank QBO file, it still crashes the Quickbooks software.  All other QBO files from other sources continue to work fine.   Very frustrating....

I know this has taken so much of your time already, but I’m here to help you import Citibank transactions in QuickBooks, @SEF004.

Since you've already tried the necessary basic troubleshooting, I recommend reaching out to our support team this time. By doing so, they check your account and perform escalation when needed.

Here's how:

1. Go to the Help icon to connect to a live support agent. 
2. Choose the Contact Us button.
3. Add a brief description of your concern and then select the Let's talk button. 
4. Lastly, select the Start a Chat or Get a callback button to connect with us.

To ensure our support team can assist you right away, I recommend checking out our support hour guide. 

Once your transactions are in QuickBooks, it’s time to match and categorize them.

Please keep in touch with me here if you need any further assistance with your bank. I'll be eyeing out to your response. Have a pleasant day.

I have been attempting to resolve this same issue with QB for Mac 2020 for three months and still have no resolution.  Is there anything else you can suggest?

Melissa

Let’s resolve the error you have with QB for Mac 2020, @melissalynd.

I suggest performing the troubleshooting steps provided by my colleague above to resolve the error you're having. 

First, make sure that your QuickBooks for Mac 2020 is updated to its latest release. This is to make sure that you have the latest features and fixes. See this update QuickBooks for Mac to the latest release article for more information.

Then, run the Verify and Rebuild Utility tool can help you fix this. The Verify Data can initially identify any data issues within your company file. Then, the Rebuild tool will self-resolve it.

Verify data:

1. Go to File, then Utilities and choose Verify Data.

If it will detect an error, proceed and Rebuild your data:

1. Go back to the File menu and then Utilities and select Rebuild Data.
2. Choose OK if you’ll receive a message to back-up your company file.
3. After creating the back-up file, the Rebuild Data utility will run automatically.
4. Click OK when you get the message Rebuild has completed.

If you're still having an error after trying these steps, then I suggest following the next solutions provided in this article: Troubleshoot Crash Catcher. 

You can also check the steps on how to import transactions manually. The steps are found in the Manually Importing Online Banking section of the QuickBooks Desktop Mac 2020 User’s Guide. 

Feel free to connect with me again if you have other questions with QuickBooks or further guidance with uploading your transactions. I'll be more than happy to help in any ways I can. Have a good one!

Me too. I am having the same problem and have been manually entering citibank transactions for months. Can someone please spell out the steps of what to do to resolve this problem, if there are steps that will work?

Let's get this working for you, ewm.

This crashing behavior is often caused by damaged data. If you haven't tried verifying and rebuilding your QuickBooks Desktop for Mac, I suggest doing so. This helps identify the most commonly known data issues within the file and resolves it.

Before we begin with the troubleshooting, let's secure a backup of your company file. Once done, we can proceed to verifying and rebuilding your data in QuickBooks Desktop. Feel free to follow MayJoyD's steps.

You can also check out this article for the detailed steps on running the Verify and Rebuild tool in QuickBooks Desktop for Mac: Resolve data damage on your company file.

If this doesn't work, you can refer to this article for additional troubleshooting options: Fix Online Banking.

Here's a complete guide to know more about the feature and functions of QuickBooks Desktop for Mac: QuickBooks Desktop Mac 2020 User’s Guide.

I'll be right here if you need anything about QuickBooks. Wish you all the best.