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sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

I've been having issues since yesterday when I try to open an account in the "Chart of Accounts". 

Clicking on my bank account does nothing. When I click on other accounts the program crashes.

I realized there was something wrong when I downloaded transactions from my bank and the Bank Feed would not open.

 

I've tried using the Quickbooks Tool hub and ran Program Diagnostic Tool. I did not use the File Doctor as I have this issue with both company files that I have in QB and I have no problem opening either.

 

I made sure my Windows is up to date.

I upgraded from Desktop Pro 2018 to Desktop Pro 2020 yesterday. 

 

I've tried Utilities - Rebuild Data, then Verify Data and Rebuild Data again.

The first time it showed me 16 errors it couldn't fix, the second time 7.

The message was "Failed in loading the ConfigEngineBridge library".

I can't find anything on that.

 

Nothing works. I really need to connect to SUPPORT to get me through this. Why can't I do this? I don't care if there is a fee to solve this issue. I already wasted so much time searching and searching for help... It's extremely frustrating.

 

HELP!

Solved
Best answer September 06, 2020

Best Answers
DivinaMercy_N
QuickBooks Team

Chart of Accounts - Issues with opening accounts

Let me share some info about this issue, @Tina77.

 

I've checked your concern and found out that there's an ongoing investigation (INV-49965) about Cannot open Account Registers in QuickBooks and Unrecoverable error when opening Reports. Rest assured that our engineers are currently investigating and working on an immediate fix.

 

In the meantime, the recommended troubleshooting is running QuickBooks as Administrator or open the company file under a different Windows user. If you don't have other Windows user, here's how to create one. 

 

To add you to the list of affected users, I suggest contacting our Support Team to give your account information. Once added, you'll receive updates on the current status of the issue and the resolution when available.

 

Please know that there are changes to our operating hours and our contact options. Our support option was moved to messaging. To ensure that you will be assisted immediately, our support is available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. For more details please check our support hours

 

To reach our Support, please follow the steps below:

 

  1. Open QuickBooks and select the Help menu.
  2. Click QuickBooks Desktop Help.
  3. Hit Contact us. suppo.JPG
  4. Tap the Search for Something else button then type your concern in the Ask us anything box.
  5. Tick Search then scroll down to get your contact options.

 

You can also contact us through the web. Here's how:

 

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose QuickBooks Desktop then Continue as guest.
  3. Pick your QuickBooks version.
  4. You'll see self-help topics listed in the What can we help you with section.
  5. For live help use the Search for something else button.

 

When connected, provide this investigation number to our representatives INV-49965. 

 

Let me know how it goes and leave a reply below. I want to make sure you're taken care of, and I'm here if to help you anytime. Take care always. 

View solution in original post

17 Comments
IamjuViel
QuickBooks Team

Chart of Accounts - Issues with opening accounts

Hello, @sspmarco1.

 

I appreciate you for sharing complete details about the error you've received and the troubleshooting steps you've performed. There are numerous reasons why QuickBooks crashes when accessing or viewing your accounts in the chart of accounts. 

  • The first and most common reason for this error is Corrupted registry files of the Windows that you are operating in. Windows Registry is a very important component of Windows that helps the software to run without problems.
  • It is very likely that your Windows is corrupted with Infections and viruses and that is why QuickBooks is unable to update.
  • Also, it's possible that the security program like Norton, MacAfee,
  • or Avast has deleted some of the important files related to QuickBooks or its Firewall is blocking the software to update itself.

To resolve this error, here's how:

  1. Create a backup copy of your company file.
  2. Restart your computer.
  3. From the Windows Start menu, choose Control Panel.
  4. Select Programs and Features.
  5. Click Uninstall a Program.
    • If you don't see Programs and Features, select Programs instead. Then select Program and Features.
  6. From the list of Programs, pick QuickBooks.
  7. Click Uninstall/Change.
  8. Follow the on-screen instructions to uninstall the program.

Once completed, let's make sure to close your computer to ensure that al components are updated. Now, you can open your QuickBooks company file and resort your chart of accounts.

  1. Go to the List menu.
  2. Choose Chart of Accounts.
  3. Click the Account drop-down.
  4. Select the Include Inactive checkbox. If it's greyed out, there are no inactive names.
  5. Go to the View menu, then select Re-sort Lists.
  6. Click OK.
  7. Close and reopen your company file.

Also, you can repair the Internet Explorer installed on your computer. You can refer to this article for more detailed instructions: Verify and Troubleshoot QuickBooks Desktop and Internet Explorer settings.

 

Keep me posted with the result, I want to make sure you're taken care of. Thanks for bringing this matter to the Community, I look forward to hearing from you.

Pete_Mc
Community Champion

Chart of Accounts - Issues with opening accounts

The new installation is probably key to the issues.

 

I was going to go through various tests, but realized it is probably quicker to just start over.

 

First, do you have a copy of your QB2018 file, not the file converted by QB2020?  Copy that folder and the Backup Files of your QB2018 files onto your desktop or some other safe place that is NOT where you want the QB2020 files.  If you do not have a copy of the original QB2018 file, more on that at the bottom.

 

Then put a copy of just the [Company Name].QBW file in the folder where you want the QB2020 Data.  If there are other files there from before, move to the Desktop or somewhere else.  Eventually they will be deleted.

 

Run the QuickBooks Desktop Tool Hub on that single copy of the QB2018 file we just moved.  Company File option.

 

Uninstall QB2020.  Reboot.  Re-Install QB2020.

 

Open QB2020 and tell it to Open an Existing file.  Point it to the single copy where you wanted the QB2020 Data and have it convert that file.  Check everything.

 

Hopefully that will have resolved the issues.  Let us know.

sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

Thank you. I made sure my GData virus scanner is up to date and doesn't have any newer quickbooks files in quarantine. I had an Avast trial for some reason, which I deinstalled.

Just to clarify. You want me to completely delete the program, not repair (the repair was another thing I tried yesterday). So I delete, then restart and then reinstall, correct? Otherwise how would I open the the company file?

sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

Now it can't be the new installation. I've had this before. 

I only upgraded to 2020 in hopes it might solve the issue.

sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

Thank you @IamjuViel! Since you mentioned the virus scanners I made sure all was good on that front. I think that might have been were the issue lay. For some reason my daily virus scan had not run for a few days. It took several tries to run it without getting stuck and restarts but eventually it worked. Then I reinstalled the program and added my company files and so far so good. Thank you!

Pete_Mc
Community Champion

Chart of Accounts - Issues with opening accounts

Sure, you can try the QB Desktop Tool Hub on your QB2020 file. 

 

But am I correct that you have never been able to open the file in the new QB2020 installation?  To me that means either the Company File was corrupted during the conversion from QB2018.  OR... QB2020 did not install correctly.  OR... QB2020 did not install correctly and then it corrupted your company file when it converted it.

 

So it might be better to start from scratch and uninstall, reboot, reinstall and then convert your QB2018 file again. 

 

And do make sure your Anti-Virus is ALWAYS up to date.  Regretfully there are a lot of PC viruses out there.

 

sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

@Pete_Mc the issue already existed before I upgraded to 2020. It came on all of a sudden. 

@IamjuViel I thought the issue was resolved as after several reinstalls all my company files finally worked, including the Bank feeds page, but now I tried to read in updated bank transactions from my bank, and got a message that says:
"you're trying to open QuickBooks Pro 2020, but another edition of QuickBooks is already running. QuickBooks can't open more than one edition from the same product year (e.g., 2015) at the same time.

If you want to open QuickBooks Pro 2020, close the other edition of QuickBooks first."

 

I do actually have the 2020 version open though and I deinstalled the 2018 version yesterday, so I don't understand why it gives me that message.

When I click cancel it says "Quickbooks is already running. Try opening the file from the file menu"

 

I've also tried closing Quickbooks and then open the downloaded transaction report and then it opened the program and says there are no new transactions available. So I clicked on Bank Feeds, again this window does not open. I clicked on "Chart of Accounts" again it does not open my bank account. And when I click on other accounts than it crashes. 

This is the error report:

 

//This is QuickBooks configuration File. It exists while users are connected..// to a company file. Do not delete this file yourself. QuickBooks may not..// operate correctly IF you manually delete this file...[NetConnect]..EngineName=QB_data_engine_30..FilePath=C:\Users\Public\Documents\Intuit\QuickBooks\Company Files\SunSplash International Inc.qbw..ServerMode=2..FileConnectionGuid=047451964a504e05a45a0fd927495e08.....

 

So I'm back to square one.

I uninstalled, rebooted, downloaded the file anew and reinstalled and it doesn't work.

When I restart Quickbooks after it crashed, it's all the same again and neither Bank Feed nor Chart of Accounts works.

 

When I run Rebuild on Utilities I get the same message as before "Failed in loading the ConfigEngineBridge library"

 

I'm out of ideas....

Ryan_M
QuickBooks Team

Chart of Accounts - Issues with opening accounts

Hi @sspmarco1,

 

Thank you for your prompt reply, as well as sharing a detailed post of what you've done so far. I'll point you in the right direction for support with your query. 

 

Since the troubleshooting steps you stated weren't able to resolve the issue, I suggest contacting our Technical Support team for further assistance. They can investigate the cause and provide a resolution for it. 

 

Here's how:

 

  1. On your QuickBooks homepage, go to the Help menu.
  2. Choose QuickBooks Desktop Help.
  3. Tap the Contact us button.

 

If you're unable to access your QuickBooks Desktop (QBDT), go to this link instead. You can message our live support representatives from there. 

 

I'll leave this article here as well: What to do if you can't open your company file in QuickBooks Desktop. It's a list of steps you can take whenever you're unable to open a QBDT company file. 

 

Feel free to leave a comment below if you have other questions. I'll get back to you as soon as I can. 

Pete_Mc
Community Champion

Chart of Accounts - Issues with opening accounts

So it sounds like calling in might be your best bet.  Be sure to BACKUP your data folder, and your QB created Backups if they are in a separate place, before you start working with them. 

 

Also, I see in earlier posts where you ran Verify Data and Rebuild Data, but I still am unclear if you ran QB Desktop Tool Hub.  It was installed on your computer with QB2020, so let's run it if you haven't.   

 

Open QBs and then Close the Company (File > Close Company), it may ask you to Backup, close QBs.

 

Open your C:\ Drive (just stay on the Root) and create a Folder called QuickBooks Data (or what ever you want)

Copy JUST the .QBW file (your-company-name.QBW) to the above new folder.

 

Assuming you're on Window 10, open the Start Menu (low left Win icon) and scroll down and open QuickBooks Desktop File Doctor, if it is there, or QuickBooks Tool Hub if it is not.

 

If QB File Doctor is not there (SEE BELOW if it was)...

  • Run QB Tool Hub
  • You may have to update.  NOTE: The actual link is at the end of LINE 2 in STEP 1
  • When it opens select Company File Issues and then Run QuickBooks File Doctor and install it
  • Leave QB Tool Hub Open

 

IF QB File Doctor was there... 

  • Browse to the above NEW folder and select your .QBW file
  • Leave the first option (Check your file and Network (recommended)) selected and Continue
  • Enter Password and Continue (just hitting Return doesn't work)
  • There will be a delay, then select Workstation
  • Check the results.   NOTE: My system comes back that QBDBServer unreachable, but I don't use those services, so I don't care.
  • Close

 

Go back to or Open QB Tool Hub....

  • Select Program Problems
  • Go ahead and run the Quick Fix my Program, it's quick
  • Pop-Up asks you to take a survey, Click OK then answer or close the survey
  • Now Select QuickBooks Program Diagnostic Tool
  • Pop-Up asks where to UnZip a program - go with the default or your choice.  You can delete later.
  • Wait a bit and a Blue Box should open, but sometimes it doesn't launch.  Just Click again on QuickBooks Program Diagnostic Tool and it should launch.
  • Note the comment to make sure your program is up to date (BELOW)
  • Survey again (your option)

 

Open QBs and you should be on the No Company Open page

  • Choose Open or restore an existing company and browse to the above folder/file on your C:\ drive root
  • When your Company opens, to to Help > Update QuickBooks Desktop > Update Now > Get Updates
  • If there were updates, you may be prompted to restart QBs or in some cases Restart your computer
  • Check your Chart of Accounts and the other issues you were having

 

Odds are the QB Support folks are going to have you do the above, so you can tell them the results.  They may want to do it again, but that's up to them.

 

 

 

 

 

Tina77
Level 1

Chart of Accounts - Issues with opening accounts

Had the same set of problems starting in September 2020.

"Failed in loading the ConfigEngineBridge library" seems key.

I  am using quickbooks pro 2019.

Fails differently in five different company files on five different workstations. I have sent the logs, etc to quickbooks.

Aborts out when trying to produce a balance sheet report or p&l or any generated report. ConfigEngineBridge library load error. Does not fail on loading graphs.

Upgraded one of the workstations to Windows 10 version 2004. Same performance and failures as on other workstations which are up to date on all updates.

Turning off virus checkers changes nothing.

Hope Quickbooks gets to work on this problem now. I really do not wish to switch to another product after being with Quickbooks for around 20 years.

 

 
DivinaMercy_N
QuickBooks Team

Chart of Accounts - Issues with opening accounts

Let me share some info about this issue, @Tina77.

 

I've checked your concern and found out that there's an ongoing investigation (INV-49965) about Cannot open Account Registers in QuickBooks and Unrecoverable error when opening Reports. Rest assured that our engineers are currently investigating and working on an immediate fix.

 

In the meantime, the recommended troubleshooting is running QuickBooks as Administrator or open the company file under a different Windows user. If you don't have other Windows user, here's how to create one. 

 

To add you to the list of affected users, I suggest contacting our Support Team to give your account information. Once added, you'll receive updates on the current status of the issue and the resolution when available.

 

Please know that there are changes to our operating hours and our contact options. Our support option was moved to messaging. To ensure that you will be assisted immediately, our support is available every Monday to Friday 6 AM – 6 PM Pacific Standard Time (PST) and on a Saturday at 6 AM – 3 PM PST. For more details please check our support hours

 

To reach our Support, please follow the steps below:

 

  1. Open QuickBooks and select the Help menu.
  2. Click QuickBooks Desktop Help.
  3. Hit Contact us. suppo.JPG
  4. Tap the Search for Something else button then type your concern in the Ask us anything box.
  5. Tick Search then scroll down to get your contact options.

 

You can also contact us through the web. Here's how:

 

  1. Go to this link: https://help.quickbooks.intuit.com/en_US/contact.
  2. Choose QuickBooks Desktop then Continue as guest.
  3. Pick your QuickBooks version.
  4. You'll see self-help topics listed in the What can we help you with section.
  5. For live help use the Search for something else button.

 

When connected, provide this investigation number to our representatives INV-49965. 

 

Let me know how it goes and leave a reply below. I want to make sure you're taken care of, and I'm here if to help you anytime. Take care always. 

View solution in original post

Tina77
Level 1

Chart of Accounts - Issues with opening accounts

I have tried to reply to this post three times. Each time I get "an unexpected error has occurred".

Tina77
Level 1

Chart of Accounts - Issues with opening accounts

I would really like to give my account information to the Support Team but neither of your methods of contacting them work for me.

 

The "Have a Question" window does not have a "Contact Us" button at the bottom.

The contact link you provided has five choices, none of which are "Quickbooks Desktop".

I have five entities for which I use Quickbooks Pro 2019. Three of them do not have the "Cannot Open Account Registers" problem, two of them do.

I always run Admin. The two entities with the problem have the same problem running on three different devices: one with Windows 8.1 pro, one with Windows 10 pro Version 1909, and one with Windows 10 Pro Version 2004.

 

 

JamesDuanT
Moderator

Chart of Accounts - Issues with opening accounts

Thanks for getting back to us, Tina77.

 

Aside from the alternatives provided above to contact our support team, you can also directly chat them using this link: https://help.quickbooks.intuit.com/prechats/offerings/ProPrem-Out-of-Product/23472/view.

With that, you still need to follow the support hours on when they are available.

 

From there, your account will be reviewed and they can provide you other necessary steps to get everything working.

 

We appreciate your patience as we get to the bottom of this.

johnbearygoodinc
Level 1

Chart of Accounts - Issues with opening accounts

I am having the exact same problem.  Following the last update i cannot open the bank feed or the ledger detail when clicking or selecting use register.  i am using the enterprise 20 r8.  along with the latest updates.  after installing, the bank feed and register work the first time i try to open them.  after clicking back feed, i get an explorer window prompting me to log into my intuit account.  if i close the software and retry i get nothing.  running the install again and selecting repair fixes the issue but the same thing happens, prompted to login the first time around and then nothing.  this is the labor day weekend, i was planning on working on my accounting but instead i have been spending the entire weekend working on this issue.  you guys need to get this resolved, i don't have the time to keep playing around with this issue.

sspmarco1
Level 2

Chart of Accounts - Issues with opening accounts

Thank you! I was finally able to chat with someone and then to receive a callback to resolve this issue. Seems a recent Windows Update caused this. 

 

I was guided step by step to create a copy as a portable company file and then restore it from this file. I have three company files and did the same procedure for all. On the last one I had to use an older version (before the upgrade to 2020), but in the end it worked and for now all "Chart of accounts" and "Bank feeds" work. Hope it stays that way.

I was told they are working on this issue.

Pete_Mc
Community Champion

Chart of Accounts - Issues with opening accounts

Great News!

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