"Connection has been lost" when on different subnet/VLAN - except for QB Admin.

Let's resolve the error you're having when using your QuickBooks Desktop, @OSV-MikeM.

This error can be caused by the folder where the file is saved that needs additional permission, or the QuickBooks file may be corrupt.

You can resolve this error by restarting Database Server Manager, moving the file to a different folder, or setting the power saving option to never. 

To restart your Database Server Manager, see this article for detailed guidance on how to restart it on your server computer if you installed QuickBooks Desktop and Database Server Manager or if you only installed Database Server Manager: Use QuickBooks Database Server Manager.

If you're still having an error, try running the Quick Fix my Program from the QuickBooks Tools Hub. 

Here's how:

1. Close your QuickBooks. 
2. Download or get the latest version of the QuickBooks Tool Hub.
3. Follow the on-screen steps to install and agree to the terms and conditions.
4. In the QuickBooks Tools Hub, select Program Problems.
5. Click on Quick Fix my Program.

If the error persists, run the QuickBooks File Doctor from the QuickBooks Tools Hub. For more information on how to restart the server and workstation, check your network, disable power management settings on the server, and fix hosting on all computers, check out this article: Error message: Connection Has Been Lost.

For more information on how to map a network drive, or access a folder stored on another drive, server, or computer over a network, refer to this article: Map a network drive in Windows. 

To learn more about the tasks you can perform in a single or multi-user mode in QBDT: Features available and tasks you can perform in a single or multi-user mode in QuickBooks Desktop.

If you have other concerns about your QuickBooks Desktop company file, I'm always ready to help. Take care, and I wish you continued success!

Thanks for the boilerplate response, but I've already been through all of those options.

As an IT pro for 20+ years, I'm 99% positive that this issue is a result of moving the client from one subnet to another. Nothing else has changed in our environment. This issue occurs when either client or server changes IP address, and I need both of them to have new addresses.

For example:

server IP address: 192.168.1.100 (VLAN 1)

client IP address: 192.168.1.99 (VLAN 1)

---- user has access to shared drive and company file (located on QB server)

---- user logs into QB as usual, continues as usual

client IP address:10.10.10.99 (VLAN 10)

---- user has access to shared drive and company file (located on QB server)

---- user logs into QB as usual, but receives the "Connection ... lost" error.

for this to be the case, both NTFS & share permissions, as well as the network path must be correct (i.e. DNS, routing, & firewall)

It's interesting to note that if QB is installed on a client after the IP/VLAN migration (i.e. 10.10.10.99 / VLAN 10), QB works normally, which proves that the issue cannot be related to NTFS/share permissions or network path.

Hey OSV-MikeM,

Thank you for trying all those solutions! Let's go ahead and reach out to our Support Team so they can run some additional tests in a secured environment and, if necessary, escalate this case. Here is how to connect with us:

1. Go to the Help menu, then click Contact Us.
2. Enter your concern in the description field and hit Let's talk.
3. Choose Get a callback.
4. Complete the needed information.

Keep me posted on how your chat goes by leaving a comment below. I'll jump right back in to assist if you need anything else. Take care! 

I'm going to continue to document my issue for anyone else who may run into the same problem.

I've done some additional testing and have found:

QB uninstall -> repair operation has no effect on an existing client that is experiencing this issue.

QB uninstall -> uninstall -> reinstall also has no effect.

QB uninstall -> uninstall & manually purging everything related to QB/Intuit from the following places prior to reinstall is also ineffective:

--- Program Files (x86)\Intuit...

--- ProgramData\Intuit...

--- ProgramData\Common Files\Intuit...

--- %LocalAppData%\Intuit...

--- %LocalAppData%\Temp

--- Windows registry (multiple keys)

--- Maybe some other places that I don't recall

This method had partial success in that User A can authenticate with QB, but immediately receives the Connection error (the issue I'm trying to resolve), but User B is able to authenticate and open the company file - occasionally being able to get some work done before the connection error appears (same problem, but occurs later). The QB Admin user can authenticate and work with the company file as usual.

I should probably also mention that QB is fully updated with latest patches, Windows is fully patched and device firmware is also up to date. Also, Antivirus (Webroot) exceptions have been made for every Intuit/QB directory that I can find.

More details:

This seems to be the most relevant portion of the QBWin.log file that I've found so far:

• tasktracking.cpp (775) : CHECKPOINT: 11196: Fri Oct 14 13:45:04 Cumulus:'{QbUser}' Push Button (Create Item Receipts (Editing Transaction...) ) &Save && New
• dbspecificerrorhandler.cpp (66) : MESSAGE: 11196: Fri Oct 14 13:45:04 LVL_ERROR--DB error -308 ErrorMessage:'Connection was terminated' from file:'src\sadbsess.cpp' at line 8797 from function:'SADBSession::MapConnectionUid'
• debug.c (1629) : CHECKPOINT: 11196: Fri Oct 14 13:45:04 The connection to the company file has been lost.

The user was logged in and working with the company file when the disconnect occurred, as you can clearly see from the first line.

Antivirus and firewalls have been disabled on client & server.

I have the same issues have you resolved this?

Hi SUPGM Admin,

Have you tried trying the steps shared by my colleague above? I'd suggest giving it a try.

If the same thing happens, you may reach out to our phone support agents. One of our representatives has the means to look at your file and investigate this further. You can contact them through the Help menu. Then, select QuickBooks Desktop Help.

Feel free to browse this article as your additional resource in managing the available features using different user modes: Features available and tasks you can perform in a single or multi-user mode in QuickBooks Desktop.

I'll be around whenever you have questions about QuickBooks.

I still have no answer for this.

At this point I can safely rule out antivirus or any other third-party software because I've encountered the same issue on a freshly installed (completely wiped) Windows client with nothing but Windows 10, the current M365 desktop apps, and QB (fully patched) installed.

I've also run packet captures on the server and see no difference with clients on a different subnet.

Sometimes it works, and sometimes it doesn't, which leads me to think this is something internal with QB. This SHOULD just work, but it doesn't.

Appreciate the update, @OSV-MikeM.

I hear you and thank you for the confirmation you shared discussing how you've performed a few troubleshooting steps to identify why you're clients cannot access the company file on a server without admin credentials.

Saying the issue persists, I recommend contacting our Customer Care Support. You can work with one of our specialists in creating a ticket to let our engineering team investigate the root cause of why such a problem is persisting. To do so:

1. Go to Help.
2. Select QuickBooks Desktop Help.
3. Click Contact Us.
4. Enter a few words describing how the checkboxes column width doesn't display is not working as expected in the What can we help you with? text area.
5. Select Continue.
6. Click Chat with us or Have us call you to connect with our team online.

Let me know how it goes in the comments below. Don't forget to include my name, @JonpriL, in your reply so that I can get back here and answer all your concerns about QuickBooks. Stay safe!

JonpriL,

I appreciate that QB has people available to help with technical issues and I have used that in the past, but I am far too busy with higher priority tasks to devote a large block of my time to phone support. Forcing me get advanced support by going through a menu in a program that I merely administer (rather than use) and then wait for a call-back is ridiculous.

QB is supposed to be an "Enterprise" product, but seems to be lacking some important enterprise features like technical discussion forums and advanced technical email support, which are essential for multi-tasking administrators like myself, that allow us to pursue our issues as our time and schedules permit, which is why I'm taking the time and trouble to document all of this for others.

And besides all of that, I find it hard to believe that I'm the only admin that has faced this issue, so why aren't there any advanced resources for people like myself?

I've had this issue as well. Computers and server used to be on one flat network. We then split the server and workstations onto two separate VLAN's, and would randomly get "connections has been lost" messages. It wouldn't happen to all users at the same time, and there was no pattern with the disconnects. We had no issues with any other applications or access to the sever when the disconnects would happen. It was just Quickbooks. My only thought is that the sensitivity between QB and the company is way to finicky that maybe just one packet loss or something just makes the whole thing crumble apart. Either way, we had to switch back to a flat network.