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Moderator

Something’s not quite right. Unexpected token < in JSON at position 0

It's my pleasure to see you, @JuCo Manager,

 

This issue is something our engineers are working at the moment. While we don't have the official release for the fix, you may try the following workaround:

 

First, lets reset the app data. This process helps update the app and make sure it performs as designed. Here's how:

  1. Click the Help menu at the top.
  2. Tap on Reset App Data.
  3. Wait for the process to complete, then close the app.
  4. Right-click the app and select Run as Administrator when re-opening.


 

Uninstalling and reinstalling the app can also help resolve unexpected behavior on mobile devices, and ensure updated security settings are downloaded. Check out this links for the steps:

 

QBO Windows App Help Guide 

How to download the QuickBooks Online mobile app

 

If the same thing happens, access your account temporarily on a supported browser.

 

 

If you haven't contacted our Phone Support Team, I suggest doing so. They can add your account to our notification list to receive live updates when fix is available. Provide the investigation number INV-37478.

 

To contact support:

 

  1. Click the (?) Help menu at the top right section of your QBO Dashboard.
  2. Tap the Contact us button.

 

 

Please update me on the results on the comments below. The Community has you covered. Thanks again for your patience, I'll be on a lookout for your response.

Level 2

Something’s not quite right. Unexpected token < in JSON at position 0

Resetting the app does not fix the issue.  A short time after resetting the problem is back.

Moderator

Something’s not quite right. Unexpected token < in JSON at position 0

Hi, zhiv9.

 

We're receiving reports that other users are getting this error as well and this has already been escalated to our engineering team. 

 

In case you’ve not been added to the list of affected users, I’d suggest getting in touch with our QuickBooks Online Support. They'll be able to add you to the lists of affected users and notify you of the updates via email.

 

Here's how to reach us:
 

  1. Click the (?) Help menu at the top right section of your QBO Dashboard.
  2. Tap the Contact us button.

 

In the meantime, please refresh each tab or you need to log out and back into the QuickBooks Online App. You can locate information on this and other ways to improve performance in the following resource:

 

For more QuickBooks Online concerns, don't hesitate to drop a reply below. I'm always here to help.

wml
Level 1

Something’s not quite right. Unexpected token < in JSON at position 0

I've been using the QBO Desktop App for a few weeks and have consistently received this error. It seems to happen when I keep the app open too long. According to the thread, this issue has affected a number of users for at least a year. What exactly is causing this issue and why is it taking so long to resolve?

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

Hello, @wml.

 

Our engineers are currently working on for a fix and looking for the possible root cause/s of this unexpected behavior. Usually, this error is caused by the stored cache on your application. Most users resolve the problem by refreshing the QuickBooks Online app. This clears out the stored program files which cause issues in the program.

 

For your reference, you can follow the steps provided by Jen_D above, or, you can check this article: QuickBooks App for Windows and Mac: General support.

 

Also, I recommend reaching out to our Support Team so you'll be added to the list of affected users and automatically receive an email notification for the latest updates. To contact support, click on Contact us from the Help menu.

 

Leave a message below if you have any other questions. I'm always here to help however I can. Wishing you a good one!

wml
Level 1

Something’s not quite right. Unexpected token < in JSON at position 0

Considering how many people have reported the issue and how long the issue has been around, it hardly seems unexpected. Perhaps you all should stop promoting it so heavily until you resolve the issue? I would never have used it had it not been promoted on your web site as a better alternative to the online version. 

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

My experience with what has become a very buggy, problem riddled QBO Windows app is that turn-around time for significant problem fixes is way too long--it takes you guys forever to fix issues that significantly impact app's usability. If our bookkeeper used anything in addition to QBO, we'd have migrated to an alternative a long time ago.

 

Re. clearing cache and/or resetting app data, either are a very short-term "fix," at best. This issue is really messing with my work flow, not to mention your persistent in-app ads. Really sick-to-death of all this...

Level 1

Something’s not quite right. Unexpected token < in JSON at position 0

Clearing the cache only fixes the app temporarily. If the app is inactive for about an hour, then the issue is back again. 
I honestly am baffled at how poor QBO's cusotmer service has been on this issue which has been happening for months now. Y'all need to higher a better dev team! It is crazy how you still haven't found a fix for this major problem!

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Paulalfredbain:

 

Exactly! And the months-long wait for a fix on this issues is consistent with other issues/fixes in the past. Intuit's poor support seems to be normal...business as usual. Pretty aggravating!

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Since I'm wasting so much time resetting app data every time I try to use QuickBooks, I've decided that I'll invest a little more in posting here every time I experience this "unexpected" error on which your engineers have been "working diligently" for months.

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

Hello, @geoEstate.

 

I want to guide you in the right direction to resolve this. We're constantly working to improve our product.

 

As some of my peers suggested above, if resetting your app data isn't working for you, I recommend calling into support to be added to our open Investigation INV 36818. This way you can receive updates and alerts for this issue.  

 

Here is how to contact support:

 

  1. Sign in to your Quickbooks Online company.
  2. Select Help (?) at the top right.
  3. Select Contact Us to connect with a live support agent.

 

 

We value you and the success of your business. If you have any questions or concerns don't hesitate to reach back out. Have a great day.

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Are these directions to contact help meant to be another demonstration of how terrible and messed up your QBO app is?!?  See pics:

 

Note the lack of any sort of Contact option:

Clipboard01.jpg

 

Note the lack, after searching for "contact", of any meaningful results:

Clipboard02.jpg

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

I got some updates about the case investigation mentioned by my colleague above, Angst. 

 

Our engineers are considering the issue as a future update. We don't have a specific time yet when it'll be applied.

 

Meantime, you can use the bulk action to reduce the number of transaction in the For Review tab. You might want to use our Bank Rules feature so you don't have to manually manage each downloaded bank transaction

 

You can use one of our supported browsers such as Google Chrome, Internet Explorer, or Mozilla Firefox to connect with our Phone Support Agents. 

  1. Log in to QuickBooks Online.
  2. Click the Help ( ? ) menu to see the Contact us button. 
  3. Enter your concern with the investigation number.
  4. Click Let's talk.
  5. Choose a way on how to contact us. 

I personally sent this thread to our Product Development team so they can review it. 

 

I'm here if you need anything else. 

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Thanks. The QBO app sometimes shows the "Contact Us" button, sometimes not. Weird.

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

Hello there, Angst, 

 

Let's reset the QBO app data again so the Contact Us button will permanently appear. This unexpected behavior is usually caused by stored cache on the application. Doing this will help us isolate the issue and fix it. Just go to the Help menu, then select Reset App Data. You can also refer to the steps provided by my peers above. 

 

If resetting the app data doesn't make any difference, you'll have to uninstall and reinstall the app. For detailed steps, go through this article: QuickBooks App for Windows and Mac. This link also provides you more information about the system requirements and using multiple windows in the app. 

 

Once done, you can follow the steps shared by Catherine_B above on how to contact our support team. This is to ensure you're in the loop about the investigation's status and its fix. 

 

Please know that I'm always here to help if you need anything else. Take care always, Angst. 

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Well, I'm constantly clearing the cache and resetting the app due to the JSON at position 0 error. Whether or not this has an impact on the Contact Us button or not, I'm unsure, but will make note to check on that...

 

thanks...

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Since Intuit's efforts to remediate are so inadequate and so many of us are affected, how about your team adding each new complainant to INV36818?  We customers are already suffering enough unproductive time.

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

Since we last corresponded, I have attempted to use the QBOnline app for Windows three times and have had to reset app data three times.

 

I'm keeping track; I suggest that if Engineering were regularly advised as to how many of us are suffering, they might raise the priority of the investigation.

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

New information: in the Windows app for QBOnline, the "unexpected token" error is always preceded by a tile on the dashboard "Banking:  Our shoe came untied ..."

 

After clearing app data and restarting the app, the tile goes away.

Level 3

Something’s not quite right. Unexpected token < in JSON at position 0

<<considering the issue as a future update>>. Could they be more dismissive of our concern?

 

Given the impact, a hotfix would be more appropriate.

 

Despite the soothing words of your team, there is no sign that anyone who can make a difference is taking this issue seriously.

 

Everything coming out of Intuit suggests that it expects to be evaluated based on effort, rather than results. That's not how it works when people are paying for your products and have options.

 

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

We want this issue sorted out as soon as possible so you can use the banking tab without the error. Rest assured, we are treating this investigation as a top priority. Everyone added on the affected users will be notified via email as soon as the issue is resolved.

 

As a workaround, you need to refresh each tab after your QuickBooks Desktop for Mac App has been awaken. And also, you don't need to log out and back into the app to resolve the problem.


Please visit this link: http://status.quickbooks.intuit.com/. You can sign up for this website so that you will up to date if there are ongoing issues and statuses.

Thanks for your patience while we look into this. Please let me know in the comment section below if you encounter any other issues. I'll be here to assist. Have a good one.

Level 2

Something’s not quite right. Unexpected token < in JSON at position 0

All your answers are for windows.  what about MAC???      What is going on with QuickBooks.  This has been going on for months.  

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

Thank you for following the thread, @tres4fomm.


There’s already an open investigation about this error (INV-37478). Rest assured, our engineers are working towards implementing a permanent solution.


I want to ensure you're updated on the progress, so I recommend contacting our QBO Care Team. Our specialists can add your company to the list of affected users and receive email notifications as soon as they're available.


Here’s how:

 

  1. Go to the Help menu to access the Search window.
  2. From there, scroll down to choose the Contact us link.
  3. In another window, input the issue/topic in the field box and tap the Let’s talk button.
  4. Select how you want to reach out to our support team: Start messaging or Get a callback.


To continue performing any processes in your account, refresh each tab or log out and log back into QuickBooks Mac App.


For some tips and guide on how to manage business finances, visit the QuickBooks Blog to view the complete information. From there, you’ll find the latest news and product enhancements added to the product.  


Reach out to me whenever you have questions or concerns while working in QuickBooks. I’m here to assist further and make sure you’re taken care of. Have a good one.

Level 2

Something’s not quite right. Unexpected token < in JSON at position 0

I have joined that investigation number through support and there hasn’t been a single “update” in the 3-4 weeks since then.  

QuickBooks Team

Something’s not quite right. Unexpected token < in JSON at position 0

Thanks for getting back to us, @zhiv9 .

 

Our engineering team is diligently working to get this fix as soon as possible. Rest assured, once the issue is resolved, you'll be notified via email.

 

In case you need some tips on managing your QuickBooks Online (QBO) account, you can visit our Help articles page for reference.

 

We appreciate your patience while we're fixing this. You can always get back to us if you have any other concerns.

Need to get in touch?

Contact us