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Level 1

cryptic open company error with Start and Cancel buttons

We have QB Premier 2020 Desktop - We've been using QB at this location for 8 years.  

Since QB Premier 2018 we have been using a Windows Server and Desktops to access files on the Server.   Only one of us connects to a file at one time.  We do not use Multi-User mode.  The Server runs QBCF Monitor Service and QuickBooksDB30 both on Automatic Startup.  Both are running today and both were stopped and started and the problem below still re-occurs.

 

When we try to open a company, we are now getting an error shown in the attached jpg file.  The ASCII text is different every time.  We're concerned about clicking Start since we don't know what we are starting.

 

Has anyone else experienced this cryptic error?  If so, what did we do to make it happen and how can we stop it!   What does the error mean?

 

Thanks in advance for the help.

4 Comments
QuickBooks Team

cryptic open company error with Start and Cancel buttons

 

Thanks for checking out the Community space, dnac.

 

I can share some troubleshooting steps that can fix this issue.

 

The error that you've encountered is an indication of a potential data integrity issue. Usually, this can be caused by internal (within QuickBooks) or external (file location) factors. To get rid of the error, we can install QuickBooks Tool Hub and then run QuickBooks File Doctor.

 

This program is a collection of tools that can help resolve major issues and errors that a user might face while working in QuickBooks Desktop. For the best experience, we recommend using this tool on Windows 10, 64-bit. 

 

Here's how to use it:
 

  1. Close QuickBooks.
  2. Download the most recent version (1.4.0.0) of the QuickBooks Tool Hub.
  3. Open the file you downloaded (QuickBooksToolHub.exe).
  4. Follow the on-screen steps to install, then agree to the terms and conditions.
  5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.

Once done, it's time to run the Quick Fix my File utility:
 

  1. From the tool hub, select the Company File Issues tab.
  2. Select Quick Fix my File.
  3. Once the process is completed, click OK and then open QuickBooks again.

 

If you still get an error message upon opening your company file, you'll have to run QuickBooks File Doctor:
 

  1. From the tool hub, go to the Company File Issues tab.
  2. Select Run QuickBooks File Doctor
  3. Choose your company file from the drop-down menu.
  4. Select Check your file (middle option only), then click Continue.
  5. Enter your QuickBooks admin password, then hit Next.

Once the scan finishes, open QuickBooks and your company file. Please know that your issue may have been resolved even if the scan says it was unsuccessful.

 

Lastly, I recommend reading this article to know what to do if you can't restore your backup company file in QuickBooks Desktop: Fix backup company file issues

 

Keep me posted if you have any other concerns or further questions. I'll always have your back.

Level 1

cryptic open company error with Start and Cancel buttons

Thanks for your reply.  The Server is 64-bit and all Desktops are Windows 10 64-bit.  We also have a gigabit network and all computers have gigabit wired cards, so transmission speed to/from the server should never be an issue.

 

I should have mentioned that I tried using QB Tool Hub/File Doctor and File Doctor hung up for over 2 hours "fixing errors" before I killed it.  We always fix File and Network problems and check Force fix for both errors.  

 

We have about 10 employees using over 70 company files, each in their own folder on the server.  This problem seems to happen randomly with different company files.  Every time someone uses a company they backup the company prior to closing it, with full backup options including data sync and validation.  This way nothing is ever lost, so we don't need to worry about that.  The various company backups also have separate folders on the server.  Doesn't this approach make sure there are no data integrity issues?

 

In the case where we get these cryptic message with ASCII text and Start/Cancel buttons upon trying to open a company, we first tried to reopen the company, but we get a similar message (different ASCII), and we've tried to close QB and reopen it, but get a similar message, even tried rebooting the workstations and still get a similar message.   We don't know what it is so now we delete the files in the Company folder (except for the Attach folder), and Restore from Backup.  That typically solves the problem, at least for that Restore.  And going right to a Delete/Restore is faster than trying all of those other steps in order.  Then maybe that company file will be fine for a few opens, until it happens again, and we repeat the Delete/Restore process.  This should not be happening!

 

What is the message for?  It it telling us that QB wants to Run File Doctor and clicking Start would do that?  Why doesn't it say that instead of displaying cryptic ASCII text?  Is there some way we can fix that message so it displays correctly?  BTW, the text it displays is not the same every time.  And this happens on multiple companies not only one or two, so I think something else is not right.

 

What other things can we try that might fix this kind of error?

 

Thanks again for your help.

QuickBooks Team

cryptic open company error with Start and Cancel buttons

Hello there, @dnac.

 

I appreciate the details of your concern and the steps you shared to resolve this.

 

You can rename the TLG and ND files for your company file. This way QuickBooks run properly and creates a fresh version of them.

 

No worries, renaming these will not cause you to lose QuickBooks data. These files are automatically re-created when you open your company file. Here's how:

 

  1. Locate the folder that contains your QuickBooks company file.
  2. Look for the same file name as your company files but with extensions .ND and .TLG.
  3.     a. company_file.qbw.nd
  4.     b. company_file.qbw.tlg
  5. Right-click each file and click Rename. Add the word OLD at the end of each file name (Example: company_file.qbw.nd.OLD).
  6. Reopen QuickBooks and try to sign in to the company file.

 

For more troubleshooting steps, you can click this article: What to do if you can't open your company file in QuickBooks Desktop.

 

However, if the steps shared above didn't work, I suggest getting in touch with our Customer Support Team. They have the tools to check your account securely and investigate further why you're getting that error message.

 

Please note that we have made some changes to our Support options for QuickBooks Desktop. Our representatives are available through chat or messaging to accommodate all our customer's concerns effectively. 

 

Here's how to reach them:

 

  1. Go to the Help menu at the top and select QuickBooks Desktop Help.
  2. Click the Contact Us link at the bottom of the pop-up window.
  3. Enter a brief description of your concern and hit Continue.
  4. Click Start a Message.

 

As always, feel free to visit our QuickBooks Community help website if you need tips and related articles in the future.

 

I'll be right here if you need anything else, as I want to make sure this is taken care of. Have a good one!

 

Level 1

cryptic open company error with Start and Cancel buttons

Joe, Thank you for your response.

 

We know about the .old etc.  It almost never works.  Plus, as I said, we do have a workaround using File > Restore as noted.  It's faster to delete all files and do a clean Restore if we are sure we have things backed up.  But I'd like to know what is causing the problem and how to prevent it from happening.

 

Can you or someone else please answer the key question:

What is the message for?  Is it telling us that QB wants to Run File Doctor and clicking Start would do that?  Why doesn't it say that instead of displaying cryptic ASCII text?  Is there some way we can fix that cryptic message so it displays correctly?  BTW, the text it displays is not the same every time.  And this happens on multiple companies not only one or two, so I think something else is not right.

 

What other things can we try that might fix this kind of error?

 

Thanks again for your help.

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