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Level 2

How do you get support from Quickbooks for MAC -Multi User does not work

So QB for MAC was working great for a single user.  Last week we purchased multiple licenses.  Setup multi user and it is not working.  Only the server can open the company file and I see the ADMIN user on the 2020 Server application.  When a workstation goes into the company file, no additional user shows up on the 2020 Server app and to make things worse, when the workstations exists QB for MAC, it takes 1.5 minutes to exit and when it does, it kicks out the admin on the server and the file is no longer shared and if I try to share it I get the file is locked.  The file has the user from the workstation listed with READ/WRITE permissions and I have to add the user at the server with R/W permissions before I can share it and open from the server.  Seems like this should be very simple to fix, if I could talk to someone.

 

Terrible support for QB MAC.  I have been trying all day to talk to someone.  Yesterday I was on the phone for 2.5 hours (most of it was waiting while the person typed something and then told me the next things to try) and then they told me that I had to call back in the morning.  I called at 6:20 AM PT (my time) and said that I had talked to someone yesterday that was nice, but not knowledgable so I wanted to talk to second level support.  After 30 minutes of the agent trying to get 2nd level, I was told they would have to call back.  It has been ten hours and no call.  I called this afternoon and said that I wanted to talk to a manager.  After 43 minutes I was told one would call me.  I asked WHEN, I heard typing (I assumed IMing with someone) and then I was told within 5 minutes.  Thirty minutes later, no call from the manager, and still no call from 2nd level support.  So I called again.  I said I was not hanging up until I was talking to a manager.  After nearly an hour I got a call, Ana greeted me with Good Morning, it was 4:45 PM PT.  She said she was in the Philippines.  After I told her of all the issues she asked a couple of questions and then said she would find the technical supervisor to help me.  I was on hold for about ten minutes and then had a dial tone.  So I am on the phone again (4th time today), 15 min so far, waiting for another manager.  Meanwhile, back at the office, QB for MAC is NOT working in multi user mode.  A very simple network and the product is not working. 

Well, I was on hold and was disconnected after 20 min.  I guess they never found a manager.  I heard earlier that a manager did try to call me but it was busy.  The number I gave was my cell, which had not been used during the time.  And when is a cell busy, typically it goes to vMail.  And why did Ana not call me back after getting disconnected, she called me once.  Time to call a fifth time.  Now I am talking to someone (20 min more) and she said that a manager will call me back.  I said I was not hanging up until I got that call.  I said that Ana had my number from before when she called, not sure why she needed it again.  I gave it to her and still said I would not hang up until I was talking to her.  Ana called, said her computer updated and that is why we got disconnected.  Now she is trying to reach a tech support supervisor.  After eight minutes she asked if they could call back in the morning.  I could not believe the question.  After a discussion about this, I agreed and I am expecting Ana to call me at 7 AM PT and she will get a tech on the call.  So after 11 hours today, let only the time spent yesterday, this is not resolved.

2 Comments
Level 15

How do you get support from Quickbooks for MAC -Multi User does not work


@clind wrote:

So QB for MAC was working great for a single user.  Last week we purchased multiple licenses.  Setup multi user and it is not working.  Only the server can open the company file and I see the ADMIN user on the 2020 Server applicatio


Just to clarify, did you purchase additional seat for your old license, or did you purchase additional license with different installation code?

Moderator

How do you get support from Quickbooks for MAC -Multi User does not work

I know this has not been easy for you, clind.

 

I'm here to share some information about Multi-User and how to set it up. 

 

In QuickBooks, we'll have to install QuickBooks Server on the same computer where you want to store your company file. Once installed, other users on your network will be able to open the shared file.

 

Here's how to start QuickBooks Server:

 

  1. You can install QuickBooks Server by copying it from your QuickBooks CD or, if you've downloaded QuickBooks, go to your DMG file and move it to your Applications folder. 
  2. If the company file isn’t on the same computer you are using to run QuickBooks Server, move it there. The company file must be on the same computer as the QuickBooks Server.
  3. Open the company file in QuickBooks.

 

Then, go the File menu, select Enable Multiuser Mode. The QuickBooks Server will start automatically.

 

On the other hand, your encounter from our Phone Support team isn't the kind of experience that we want you to have. Rest assured, I'll take note of this feedback and bring it up to our Management team. This way, the agent will be counseled.

 

I've also added this PDF file for more information about Multi-User Mode in QuickBooks Desktop for Mac: User Guide.

 

I'm just a post-away if there's anything that I can help you with. Keep safe!

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