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Level 1

Upgrade to QB2021 broke QB DB Service

In our recent upgrade to QB 2021, the newest version of the DB service was not installed. After spending far too many hours with techs that just want me to reinstall it, uninstall it, and run the Tool Hub, we are now in a spot where our data server is not serving any data.

 

QB2020 has been uninstalled

QB2021 has been installed


During QB2021 install, we get the error that QBServerUtilityMgr.exe has crashed. If you look for more details, it tells you this:

 

Problem signature:
Problem Event Name: APPCRASH
Application Name: QBServerUtilityMgr.exe
Application Version: 31.0.4003.0
Application Timestamp: 5f8b122d
Fault Module Name: NetworkRepairUtil.dll
Fault Module Version: 31.0.4003.3103
Fault Module Timestamp: 5f8b1149
Exception Code: c0000005
Exception Offset: 00002d1d
OS Version: 6.3.9600.2.0.0.272.7
Locale ID: 1033
Additional Information 1: 5861
Additional Information 2: 5861822e1919d7c014bbb064c64908b2
Additional Information 3: 9d53
Additional Information 4: 9d539ab2d38cfad867f683ba4be72a2d

 

 

Our environment is a TS that runs QB2021, a DC that is also a file server that used to run the QB DB service. I can't just migrate to a new server (which was one of the suggestions I received today), and we can't keep doing reboots during work hours.

 

In my most desperate attempt I have manually deleted all the Intuit folders after an uninstall, manually removed the remaining QBCF service (why does the uninstaller leave all these things behind, and why is there no true "clean install" option?), and tried an ungodly amount of other things. Between being on the phone and on chat with agents for about 4 hours today, I also have spent another 5 hours on my own.

 

I am at the end of my wits here.

2 Comments
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Moderator

Upgrade to QB2021 broke QB DB Service

Hello there, @SEIU-West.

 

I appreciate you for taking the time to post here in the Community. Allow me to share some information about upgrading to QuickBooks 2021.

 

Every QuickBooks Desktop version has a different list of supported database servers. I recommend checking the system requirements and making sure the one you're using is still supported.

 

For the complete details, please check out this link: System requirements for QuickBooks Desktop 2021.

 

I know that you've already contacted us several times. However, if the one you're using is still supported and the issue persists, it would be best to contact us again.

 

Since you've already tried the necessary troubleshooting steps, they'll be able to chime in and provide further assistance. Our Support Team has access and tools unavailable to me so that your information is kept secure and private.

 

In case you have a case number, that would help streamline the process. The next rep will be able to check the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.

 

Here's how you can reach them:

 

  1. Go to the Help menu of the company file, then select QuickBooks Desktop Help.
  2. Hit the Contact us link.
  3. Click Search for something else.
  4. Enter the necessary information, then tap Search.
  5. Click on Start a Message.

I've also attached an article you can use as a reference about hosting your company files over a network with Database Server Manager: Use QuickBooks Database Server Manager.

 

Keep us posted if you have further questions. We'll be right here to help.

Highlighted
Level 1

Upgrade to QB2021 broke QB DB Service

I'm sorry to say, but that's a really lazy answer. A user has just expressed that they put in over 10 hours of troubleshooting, and your comments are:

 

1) Check your system requirements (Upgrading from QB2020 to QB2021, the system requirements are so nearly identical it would be practically impossible to have a system that supports 2020 but not 2021)

2) Reach out to support (I am not looking forward to dealing with level 1 techs again for hours today. There really should be an option for IT professionals or Enterprise customers to reach out to a more experienced team.)

3) Run the tool I am telling me does not properly install

 

I am severely disappointed in the lack of proper support options provided by Intuit.

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