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Troubleshoot Unrecoverable Error XXXXX XXXXX

by Intuit Updated 2 weeks ago

Learn how to troubleshoot unrecoverable errors.

If you see an Unrecoverable Error XXXXX XXXXX, it means QuickBooks closed unexpectedly. You could see this when you:

  • Open or close a file
  • Save a copy (backup or portable copy)
  • Select any menu option, button or link in QuickBooks
  • Update QuickBooks (program or payroll updates)
  • Run file utilities (verify, rebuild, or condense)

Before you start to troubleshoot

Solution 1: Open QuickBooks with all windows closed

QuickBooks will re-open any windows left open when you close your company file. If you have a large report or several windows set to open automatically, you can see an unrecoverable error on startup. 

To open your file with all windows closed:

  1. Open QuickBooks Desktop.
  2. In No Company Open, select your company file. 
  3. Press and hold ALT on your keyboard and then select Open. Don’t let go of ALT until the file opens. If QuickBooks asks you to sign in, release ALT and enter your password. Press and hold ALT again and select OK.

Solution 2: Use a different QuickBooks user

Try to open your company file with a different QuickBooks user.

  1. Go to Company, select Set Up Users and Passwords then select  Set Up Users.
    Enterprise users: Go to the Company menu, then select Users then select Set Up Users and Roles.
  2. Select Add User..., type the username and password then select Next.
    Note: Don't use the damaged user name.
  3. Customize the user as necessary, then select Finish.
  4. Go to File, then select Close Company/Logoff.
  5. Sign in to the company file using the new login credential.

If the new user works, then delete the user you're having problems with and create them again.

Note: If the error happens when you open your file as the admin user, run the QuickBooks File Doctor.

If the new user doesn’t fix the error, continue to Solution 2.

  1. Select Start, then select Settings, then select  Account and then select Family & other users.
  2. Under Other Users, select Add someone else to this PC.
  3. Select I don't have this person's sign-in information, then Add a user without a Microsoft account.
  4. Enter the name of the new account, then select Finish.
    Recommended: Assign a password to the new account to ensure security.
  5. Select the newly created account, then choose Account Type.
  6. Choose Administrator, then OK.

Windows Server 2012 and newer

Note: Consult your IT professional before following the steps in this section.

  1. Open Server Manager.
  2. Select Tools then select  Computer Management.
  3. Expand Local Users and Groups, then select Groups.
  4. Double-click the Administrator Groups to open the Administrator Properties window. Select Add.
  5. In the Select Users, Computers, Service Accounts or Groups window, enter the account you want to add to the local admin groups. Select OK.

After you set up the new admin log out and back into Windows, then open QuickBooks. If you don't see the error then your original Windows user either doesn't have enough access or is damaged. You'll need to reach out to your IT person to get help to repair or replace your Windows user.

Note: Consult your IT professional before following the steps in this section.

  1. Open Server Manager.
  2. Select Tools then select  Computer Management.
  3. Expand Local Users and Groups, then select Groups.
  4. Double-click the Administrator Groups to open the Administrator Properties window. Select Add.
  5. In the Select Users, Computers, Service Accounts or Groups window, enter the account you want to add to the local admin groups. Select OK.

After you set up the new admin log out and back into Windows, then open QuickBooks. If you don't see the error then your original Windows user either doesn't have enough access or is damaged. You'll need to reach out to your IT person to get help to repair or replace your Windows user.

Solution 4: Open a sample company file

A sample company file helps you identify if the problem lies with your company file or with QuickBooks itself.

Open a sample file

  1. Press and hold the Ctrl key.
  2. Double-click your QuickBooks program icon.
  3. Hold the Ctrl key until the No Company Open window shows.
  4. From the No Company Open window, select Open a sample file.
  5. Select any sample file from the list.

If the sample file opens and you don’t see the error, your company file might be damaged, or the folder your company file is in is damaged. You can use a recent backup or ADR to restore your file. Do some basic data damage troubleshooting if your backup or ADR isn’t enough to get you back on track.

If you see the same error in the sample file, continue to Solution 4.

Solution 5: Move your file to a different folder

You can copy your company file to a new folder to check if the folder you open your company file from is damaged. 

Copy the company file to a different location

  1. Right-click anywhere on your Desktop, select New and then select Folder. Name the folder QBTEST.
  2. Open the folder where the company file is saved.
  3. Right-click the file, then select Copy.
  4. Paste the company file in the QBTEST folder that you created.
  5. Open the company file from the QBTEST folder.

If you don't get the error when you open your company file from a different location, the folder your company file is in is damaged, or the path to the folder is too long. You'll need to create a new folder to hold your file.

If you see the same error after moving the company file to a different location, continue to Solution 5.

Step 1: Download and install the QuickBooks Tool Hub

The QuickBooks Tool Hub helps fix common errors. You'll need to close QuickBooks to use the tool hub. For the best experience, we recommend you use Tool Hub on Windows 10, 64-bit.

  1. Close QuickBooks.
  2. Download the most recent version (1.6.0.5) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop). Note: If you've installed Tool Hub before, you can find out which version you have. Select the Home tab. The version will be on the bottom.
  3. Open the file you downloaded (QuickBooksToolHub.exe).
  4. Follow the on-screen steps to install and agree to the terms and conditions.
  5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.

ToolHubIcon_QBDT_US_Ext_051320.jpg

Note: If you can't find the icon, do a search in Windows for QuickBooks Tool Hub and select the program.

ToolHubSearch_QBDS_US_Ext_051320.jpg

Step 2: From the Tool Hub, run the Quick Fix my Program

The Quick Fix will close any open background processes QuickBooks uses. It'll run a quick repair on your program.

  1. In the QuickBooks Tool Hub, select Program Problems.
  2. Select Quick Fix my Program.
  3. Start QuickBooks Desktop and open your data file.

Step 3: Run the QuickBooks Install Diagnostic tool from the Tool Hub

The QuickBooks Install Diagnostic Tool automatically diagnoses and fixes issues with Microsoft components the QuickBooks program uses.

  1. Open the QuickBooks Tool Hub if it's not already open.
  2. In the Tool Hub, select Program Problems.
  3. Select QuickBooks Program Diagnostic Tool. Let the tool run. It can take up to 20 minutes.
  4. When the tool finishes, restart your computer and relaunch QuickBooks.

If you still see the same error, re-install QuickBooks.

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