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This has been a vexing problem for our customer and after an hour on the horn with support, I'm really no closer to solving the issues and instead have excuses and workarounds.
Our customer uses Desktop Pro Plus 2021. Both these issues have been occurring for about 3 months off and on, with an upgrade in early January to bring the customer up to date on 2021 with no appreciable change to the behavior.
Bank Balances Don't Agree.
One of the bank balances displayed on the home screen under "Bank Balances" does not agree with the balance in the check register. Just today, when on the phone with support, the home screen's balance was "$-63,100" (yes, negative) and yet the check register, which the user says is accurate, shows a balance of over $80,000.
After running a verify and rebuild at the direction of support (fixing two Error 61s, which we've done in the past), the tech told me this was A-OK, and if it happens again, please just run verify and rebuild again to fix it.
Our customer will use this for a few days and then this will occur again. Seriously, Intuit, this is the answer? Your product's database has a weird corruption that you can't seem to figure out how to solve, so we're just going to punt to the user to fix it all the time?
(I guarantee this is going to happen again, and when it does, the user will call us... And I will do a verify and rebuild... and around the merry-go-round we go. And the user is going to get pissed. She already wants to know what they're paying us for, and why they're paying Intuit for buggy software.)
Check numbers reset to 1 or a low number
When the user writes checks against this same account, the prior check number in the register is a large number (in this case, over 28000). The check number showing in the write checks interface is 6. Yes, 6. (not even, say, 0006 or something)
The user has reset the check number to the correct value several times previously, and at some point, it reverts back to an incorrect value.
Support's answer that this is a "known issue." Quickbooks designed that way so that users who write checks outside of Quickbooks can quickly and easily change the check numbers to accommodate manually written checks and that if the user changes the check number, it will continue on with the right numbers.
Me telling the tech "no, no, she's done this before and it resets back to a small number" apparently fell on deaf ears. This is "a known issue." I get that changing the check numbers is "by design." Perfectly reasonable. But why do the check numbers randomly reset? No solid answer there.
So, hive mind, what are your thoughts on this? Would you accept "just do a verify and rebuild" when the problem occurs? Especially if it occurs over and over?
Why should the user have to fix database corruption each time? Why can't we fix the database?
(whats that old joke about the definition of insanity? Doing the same thing over and over and expecting a different result?)
And this check number thing is annoying, and the answer ("known issue") is a non-sequitor that does not address the problem of the check numbers resetting to some odd value.
Again, why is Intuit punting this into the user's court to fix what is clearly a db issue?
Did it. We did that _weeks_ ago. Tells me it can't find anything wrong with the file. Every time
After I ran this first thing today,I got the screen shot above before calling support. Later, the verify & repair of the company file that support told me to run found 2 Error 61s.
Can you see why my confidence level is kind of low here?
