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Can not back up file

I had to get a new external hard drive.  It is working because it backed up my computer but when I try to back up my quickbooks it says Backup Failed ... QuickBooks was unable to back up your company file.  QuickBooks could not create a disk image. 

Can someone help me please?

Solved
Best answer 05-18-2018

Accepted Solutions
QuickBooks Team

Re: Can not back up file

Hi there, @soshagayle,


Let’s work together to get past the error so you can back up your company file in QuickBooks for Mac.


Mac has a built-in disk utility that QuickBooks uses to create a DMG (image) file when backing up company files. The error message you’re getting usually appears when something prevents this process from happening.


We’ll need to verify the data to help detect the cause of the error, then run rebuild to resolve it.  


Here’s the article that details the steps to run the verify and rebuild utilities: Resolve data damage on your company file


Once the rebuild completes, please verify the data again to ensure there aren’t any other issues in the company file.


If you’re still unable to back up the file, I recommend getting in contact with our QuickBooks for Mac Technical Support Team for further assistance. Here’s how:


1.    Click this link: https://help.quickbooks.intuit.com/en_US/contact
2.    Select QuickBooks Mac Desktop.
3.    Select a topic and a sub-topic in step 1.
4.    Click Get Phone Number in step 2.


Stay in touch with me if there’s anything else you need while working in QuickBooks for Mac. I’m here to help however I can.

 

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22 Comments
Established Community Backer ***

Re: Can not back up file

Is this a Mac?

 

QB does not play well with external drives, best to create a back up from within QB and save to a local HD, then copy that back up file to the external drive, and/or to a cloud drive folder for safe keeping

Not applicable

Re: Can not back up file

Thanks for your response .. Yes Mac Book Pro and  using El Capitan OS X 10.11.6.

The external hard drive I had before backed up perfect but unfortunately it is full and I had to purchase a new one.  The Seagate is not working so well and their customer service is NO HELP!   Was hoping QuickBook family could help me.  I will probably try to call Seagate back again and then try to find a external like my old one.  

QuickBooks Team

Re: Can not back up file

Hi there, @soshagayle,


Let’s work together to get past the error so you can back up your company file in QuickBooks for Mac.


Mac has a built-in disk utility that QuickBooks uses to create a DMG (image) file when backing up company files. The error message you’re getting usually appears when something prevents this process from happening.


We’ll need to verify the data to help detect the cause of the error, then run rebuild to resolve it.  


Here’s the article that details the steps to run the verify and rebuild utilities: Resolve data damage on your company file


Once the rebuild completes, please verify the data again to ensure there aren’t any other issues in the company file.


If you’re still unable to back up the file, I recommend getting in contact with our QuickBooks for Mac Technical Support Team for further assistance. Here’s how:


1.    Click this link: https://help.quickbooks.intuit.com/en_US/contact
2.    Select QuickBooks Mac Desktop.
3.    Select a topic and a sub-topic in step 1.
4.    Click Get Phone Number in step 2.


Stay in touch with me if there’s anything else you need while working in QuickBooks for Mac. I’m here to help however I can.

 

View solution in original post

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Re: quickbook unable back up file

 
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Re: Can not back up file

I was in the process of installing QB,s 2019 on my computer which has 2016 on it .It got to a point that says it was verifying files at 20% and then it locked up .Now I cannt make a backup of that computer or my laptop  Can you help ??? 

Anonymous
Not applicable

Re: Can not back up file

I'm glad to see you here today, Bubba1,

 

I want to make sure you're able to bank up your company file on your computer.

 

May I know what QuickBooks version are you installing on your computer? Is it the QuickBooks Desktop Mac version or QuickBooks for Windows? Also, what error message are you getting? Any details about the issue will surely help narrow things down.

 

This unexpected behavior usually happens when the backup location is no longer accessible. What you can do is to verify where you're company file is located. Rebooting your computer can also help resolve this problem.

 

If the steps will not resolve the problem, lets run the Verify/Rebuild Utility Tools which often detects and resolve any data issues within the company file. Follow the steps below:

 

To run the verify utility:

  1. From the File menu, click on Utilities.
  2. Select Verify Data.

To run the rebuild utility:

  1. From the File menu, click on Utilities.
  2. Select Rebuild Data.

Once done, close and re-open the company file then log in as the company Admin. That should help get past the hurdle you're experiencing.

 

Please let me know how this goes, Bubba1. I want to ensure everything's working fine on your end. Have a good day!

Not applicable

Re: Can not back up file

I am using Windows version of QuickBooks I have installed is 2016 I'm trying to upgrade to 2019 when I go to the utility to rebuild data or verified data it gets to the point where it is backing up data and the whole problem program freezes

QuickBooks Team

Re: Can not back up file

Let's get this sorted out, @Bubba1.

 

Thanks for providing the details for your concern. I'm here to add some troubleshooting steps, so you can back up your company file and install QuickBooks 2019.

 

There are several possible causes why you're experiencing this certain type of behavior in QuickBooks Desktop. When it comes to QuickBooks crashing when trying to create a back up file, most times it is caused by a disconnection between QuickBooks and the computer components.

 

Since the above steps provided by my colleague @Jen_D don't work and QuickBooks still freezes when backing up, I suggest performing other troubleshooting steps listed below.

 

Make sure to update QuickBooks 2016 to its latest release to ensure it has the correct compliance information. There's just a few steps to follow:

 

Here's how:

  1. Go to the Help menu.
  2. Select Update QuickBooks Desktop.
  3. Click the Update Now tab.
  4. Check the box for Reset Update.
  5. Click the Get Updates button.
  6. Click OK when prompt to continue.
  7. Click OK when prompted to accept the option to install the new release.
  8. Close the Update QuickBooks window.
  9. Restart QuickBooks.

For more information, just refer to this article about updating QuickBooks to the latest release: https://community.intuit.com/articles/1769196.
 

If you'd still experience the same thing, try running QuickBooks Installation Diagnostic Tool to identify and fix variety errors in QuickBooks Desktop.

 

Here's how:

  1.     Download the QuickBooks Install DiagnosticTool.
  2.     Save the file on your local Desktop.
  3.     To run the tool, close any open programs.
  4.     Then, restart your computer.

In case the above troubleshooting steps don't work, try following solutions 2-4 outlined in this article: https://community.intuit.com/articles/1460106.

 

Additionally, here are some article to help you upgrade QuickBooks to 2019:

That should let you save a back up file and upgrade to QuickBooks 2019. Let me know how things go once you've tried the steps. If there's anything you need, just leave a reply in this thread. I'm always here to help. Have a great weekend ahead.

Not applicable

Re: Can not back up file

All of a sudden I can't back up one of my QB files (2016 version). The article says to rebuild data, but the data can't be rebuilt without backing up first. What do you recommend?

Thank you.

Anonymous
Not applicable

Re: Can not back up file

Hi, @Sudok.

 

Thanks for joining the thread. Allow me to chime in and help create a backup of your company file.

 

Since you can't create a backup of your company file, you can try saving a copy instead. Just ensure you're in a single-user mode.

 

Here's how to create and save a copy:

 

  1. Go to the File menu and select Create Copy
  2. Select the Backup Copy radio button in the Save Copy or Backup window.
  3. Click Next.
  4. Select the Local backup radio button then click Next.
  5. Click the Browse tab to select a location on your company drive. Click OK once done.
  6. Select Use this Location in the next screen.
  7. Click Save it now when prompted to save the backup copy then select Next.
  8. Select OK to dismiss the warning about saving the backup to a remote computer.
  9. In the Save backup screen, verify that the backup will be saved to your company drive and click Save.

Locate the QBW file and save it on the desktop then verify rebuild without doing a backup. This will get you on the right track.

 

Let me know if you have other questions about creating a copy of your company file. I'm here to help.

 

Not applicable

Re: Can not back up file

Hi Lily.

Thank you for trying to help. There is no 'create copy' in the file menu. This is QB 2016 on a mac.

Not applicable

Re: Can not back up file

Hi Lily. 

Thank you so much for responding. On my 2016 QB for Mac there is no 'create copy' in the File menu. I backed up to an external hard drive but I do need to back up within QB. Can you make another recommendation? Thank you.

Sue

QuickBooks Team

Re: Can not back up file

Hello there, Sudok.

 

Here's how to create a backup file in QuickBooks for Mac:

  1. Go to QuickBooks.
  2. Choose Preferences.
  3. Click Backup.

You will have these options:

  • Set QuickBooks for Mac to automatically back up the data every few hours or once a day.
  • Set it up to automatically back up every time you close your file.
  • Select a place to put all your backup data.
  • Choose whether or not QuickBooks for Mac overwrites the backup data each time it creates a new backup.
  • Decide whether to encrypt your backup and create a password or not. 
  • Decide whether to back up your Attached Documents Library with your file.

You can always get back to this thread if you have other questions. 

Not applicable

Re: Can not back up file

Hi Kristine Mae.

Looks like you missed the earlier part of the conversation. I have been backing up without a problem for 14 years. Now I am suddenly getting a message since upgrading my Mac OS.

It says: Backup Failed: "QuickBooks was unable to back up your company file.  QuickBooks could not create a disk image." 

I followed the directions to reorganize my data but it couldn't do it without a backup. Too weird. So I backed up to an external hard drive. But I need to be able to backup within QB.  

Please review the prior discussion where I was advised to go into Files and select ' Create Copy'. That does not exist as an option in my QB 2016.

I am hoping someone will continue with help from here.

Thank you.

Sue

 

QuickBooks Team

Re: Can not back up file

Thanks for getting back, Sudok.

 

I appreciate you for providing more details about your concern. Allow me to step in and help you with your back up issue.

 

There are few possible reason for this error message when creating a back up. It could be that the backup location is no longer accessible. If it's the case, it would be best to unmount then remount the drive. Once done, you can reboot your computer.

 

If you need further assistance with the steps. I recommend calling our QuickBooks Desktop Mac Support. They have additional tools to pull up your account and do a remote session. 

 

Here's how you can contact our phone support: 

  1. Click this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Mac Desktop.
  3. Type-in Technical Support on the search bar.
  4. And click Get the Phone number below. 

This will get you on the right track. Don't hesitate to leave a comment below if you have any other questions about this. I'm always here to help. Have a good one. 

Not applicable

Re: Can not back up file

I can back up the company file.  I set the max to save to 3 files but it is not deleting.  Why is it not automatically deleting the old backup files?

QuickBooks Team

Re: Can not back up file

I'll tell you how QuickBooks automatically deletes old backup files, cktwllc.

 

Setting the backup limit is a good start. QuickBooks for Mac will take note of the limit to know when to delete old files. Now, after setting the max to three, the old files will not be deleted right away.

 

You'd have to create another backup copy until you'll get a Delete Extra Backups? message. When you see this, click Yes, Delete to confirm. Once you do that, all of your previous backups will be automatically deleted from the program.

 

For more questions about backing up files in QuickBooks, just let me know. Thanks.

Not applicable

Re daily auto back up has stop occurring for over two weeks

My last customer service inquiry for help you set up my auto back up. Things were working great up  until two weeks ago, I notice that it has stopped. 

 

I need this set back up 

 

thank you , Rodney Tart

QuickBooks Team

Re: Re daily auto back up has stop occurring for over two weeks


Welcome to this thread, @rmtart50. I'm here to help resolve your daily auto back up concern. 

 

First off, make sure that your QuickBooks Desktop and Intuit Data Protect are updated to the latest release. If this is still a problem, you can try running the diagnostic tool. Here's how:

 

  1. Right-click the Intuit Data Protect (green padlock) icon, then select About Intuit Data Protect.
  2. Press these keys together, Ctrl + F2  to open the Intuit Data Protect Diagnostic tool.
  3. Click Run Diagnostics.


An error window will display if the problem is detected. Check the detailed information for steps on how to fix it. 

 

You can also read through our support article: Can't back up with Intuit Data Protect and refer to Solution 4: Intuit Data Protect Diagnostic Tool results and use the steps in the chart to fix common backup problems.

 

If you can’t fix an issue, select Upload Diagnostics Errors, then contact us.

Feel free to post again if you have more questions. We're always her for you. 

Not applicable

Re: Can not back up file


@soshagayle wrote:

I had to get a new external hard drive.  It is working because it backed up my computer but when I try to back up my quickbooks it says Backup Failed ... QuickBooks was unable to back up your company file.  QuickBooks could not create a disk image. 

Can someone help me please?


Hi,

My subscription just renewed and now my file won't back up. I jhve confirmed the location in my external hard drive. It says to see win.log but I don't knnow where that is. If you could help it would be appreciated,

Thankd,

Don Varney

Not applicable

Re: Can not back up file

Hi,

My subscription just renewed and now my file won't back up. I have confirmed the location in my external hard drive. It says to see win.log but I don't knnow where that is. I am using Windows on my Dell Laptop. Everything was working fine until I renewed my subscription If you could help it would be appreciated,

Thanks,

Don Varney

[email address removed]

Moderator

Re: Can not back up file

Let's make sure to create a back up copy of your company file, Mychica1.

 

Each version of QuickBooks has its own QBWin.log. You can follow these steps to find the QBWin.log or QBWin.log files.

 

If you have one QuickBooks Desktop version installed on computer, here's how:

  1. From the Home page, press F2 or Ctrl 1 to open the Product Information window.
  2. Press F3 or Ctrl 2 to open the Tech Help window, then select the Open File tab.
  3. Select QBWin.log, then choose Open File.Quick tip: Press Ctrl F, then enter “Begin Verify” to find the last entry of Begin Verify on your log file.

Otherwise, you can find more resolutions in this article: Find QBWin.log or QuickBooks.log files

 

Once done, run the Intuit Data Protect setup. Please see the instructions here

 

If you can't still back up your company file, please contact us directly or run through the troubleshooting steps in this link

  1. Click on the Help menu.
  2. Select QuickBooks Help.
  3. Choose a topic and select Contact us link.
  4. Enter a topic and click on Search.
  5. Select Start Messaging or Get Phone Number.

We are here one comment away if you need anything else. 

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