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dscup
Level 2

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

I have been using QB Desktop for many years.  I am a one user person and have no employees.  My files are for rental properties, very simple system. I always bought the Desktop disk and installed software on my computer. In 2023 they no longer sold disks and I had to have the 2023 version installed on my computer.  A QB technician installed version 2023 on my computer.  Everything worked as normal until recently.  In Oct ot Nov I got an email from QB telling me to install version 2024 on my computer. I no longer have this email but I installed the new system, I had to convert my two company files from the 2023 version to the 2024 version.  This worked until 12-29-23 when I could not open my current company files and the message said that I had 2024 files but the system on my computer was now the 2023 version. I do not know how my 2024 software disappeared and the 2023 version magically appeared. I'm sure QB had something to do with it as I certainly didn't do it.  Now they want me to install the 2024 software in order for my current 2024 version files to work and I don't know what to do. Chat doesn't work and no human is available to discuss.  I have a lot of work I have to do for tax purposes and all my QB files are useless. Can anyone help me

Solved
Best answer December 30, 2023

Best Answers
jenop2
QuickBooks Team

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

Thank you for circling back and providing an update that you got the reinstallation working through the CAMPS website,dscup.

 

I would have felt the same way if I encountered an issue accessing the software during a critical time, especially with tax season coming up. You need to be able to rely on having QB Desktop up and running. 

 

We also appreciate and have taken note of your feedback regarding the availability of customer support after regular business hours. For now, they're open from 6 AM to 6 PM during weekdays. 

 

Please know that we value input from users like yourself, as it helps us understand where there are opportunities to improve our customer service offerings. I would recommend sending feedback to our engineers directly from your company file.

 

Here's how:

 

  1. Go to the Help menu, look for Send Feedback Online, and then click Product Suggestion.
  2. Type in your feedback or product suggestions about the availability of customer support after business hours.
  3. Click Send Feedback

 

While the current hours are still in effect, we are always evaluating ways to enhance our customer experience. Feedback like yours is essential for identifying potential changes that would better meet users' needs.

 

Although we cannot guarantee immediate changes, please know your voice will be reviewed to help shape future improvements. 

 

Thank you again for reaching out to the Community forum, dscup. We are committed to optimizing our customer support for QuickBooks users.

View solution in original post

7 Comments 7
AldritchM
QuickBooks Team

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

Hi there, @dscup.

 

Let me help you go over this, and have your QuickBooks Desktop run properly.

 

I'd suggest reinstalling the 2024 version nothing to worry as long as you have the product and license number, which you can retrieve it in your email address on file. if you're unable to find it, you can utilize the CAMPs to check the license and product number.

 

I'd like to leave these article for future use:

 

 

Keep me posted if you have more questions managing your account. Have a nice day!

dscup
Level 2

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

I would love to reinstall the 2024 version as I think my 2024 company files would work.  Currently it appears that the 2023 Desk Top Pro version/update is installed on my computer. The only license number I have is [removed].  As  said I received an email message from QB several months ago which said "new QB software update is waiting for you" click install now. Unfortunately I lost this email but I did successfully install the 2024 update or version (I'm totally confused what these terms mean).

This update required me to update my files and I have used the system for many months thus my files are in the 2024 format.  Everything was working fine and I thought I had version/update 2024 on my computer.  When I opened the QB app on 12-29 the 2024 app had disappeared, and I could NOT open my files (which were in the 2024 format) and the message said I had to "upgrade your version of QB to the latest version". 

I'm not very "computer savvy" and you probably think you have helped me (which I really, really appreciate) but could you give me the QB for "dummies version" of your answer. I am totally unable to use any files, I have much tax information that I need to provide my partners and I can't do ANYTHING.

Do you have any idea of why this happened.  I would have been perfectly happy with the 2023 version I was using but the email from QB made it sound like I had to do this update.  How can something (the 2024 software) be deleted from my computer without me being notified.

Please don't give up on me and if you can simply explain to me exactly what to do, I will try to get it done tonight.  I don't know if this would be possible but if you could call me [removed] [removed] and help me walk through the process, I would be VERY appreciative if I can actually get up and running.

dscup
Level 2

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

I don't know if this is important but the Prod # is [removed].  Both the lic # and product # were given to me when I originally upgraded to the 2023 version in early 2023.

4Gal
Level 11

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

@dscup 

Can you login to CAMPS and find your license status there?

https://camps.intuit.com/

 

Nicole_N
QuickBooks Team

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

I wish you didn't have to encounter such obstacles when opening your company files in QuickBooks Desktop (QBDT), @dscup. Don't worry, I can share some troubleshooting steps to make sure you can access your files. 

 

Before doing so, please know that we've removed some private information from your post for security reasons. 

 

It's good to know that you were able to install the latest QBDT 2024 version. However, make sure the file you want to open is a company file (.QBW). You can't open other file types, like backups (QBB) and portable files (QBM) the same way. Also, check if your file isn't compressed or encrypted. Here's how:
 

  1. Right-click the company file and select Properties.
  2. Select Advanced.
  3. Clear the Compress and Encrypt checkboxes.
  4. Select OK.

 

In addition, QuickBooks can reopen any windows that were left open when you closed your company file. However, if a report or multiple windows will open automatically, it could cause the software to freeze during startup.

 

If so, this instruction will open your company file without saved windows:

 

  1. Open QuickBooks Desktop.
  2. In No Company Open, select your company file. 
  3. Press and hold ALT on your keyboard and then select Open. Don’t let go of ALT until the file opens. If QuickBooks asks you to sign in, release ALT and enter your password. Press and hold ALT again and select OK.

 

If it works, turn off the Save the desktop when closing preference by following these steps:

 

  1. Go to Edit and select Preferences.
  2. Select Desktop View.
  3. Select Don't save the desktop and then OK.
  4. Close and open QuickBooks again and open your company file.

 

 

If you still can’t open your company file, proceed to Solution 3 from this article: Can't open your company file in QuickBooks Desktop. If needed, you can continue with the Solution 4 and 5.

 

If the issue remains even after following the solutions suggested, repair and reinstall QuickBooks then open your file again. You can also fix the data damage in your company file, this might be causing the issue.

 

The solutions presented above are the common troubleshooting steps we give to fix general problems when your company file won't open. If there are any other concerns, add them to this thread. I can assist right around the corner.

dscup
Level 2

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

After I went to CAMPS I was able to, with considerable difficulty, download the 2024 version.  My system now works.  I have no idea why my system failed and I had to spend hours trying to figure it out.  It's too bad QB doesn't have emergency after hours support.  I would be willing to pay for someone to help me, even if the problem was caused by QB and not me. I know it is the holidays but some people WORK during this time and it would be considerate of your customers to realize this..  But in general, customer support is lousy so I guess I can't expect QB to be any different..

jenop2
QuickBooks Team

Desktop Pro 2024 system deleted from my computer, now I have 2023 version on my computer

Thank you for circling back and providing an update that you got the reinstallation working through the CAMPS website,dscup.

 

I would have felt the same way if I encountered an issue accessing the software during a critical time, especially with tax season coming up. You need to be able to rely on having QB Desktop up and running. 

 

We also appreciate and have taken note of your feedback regarding the availability of customer support after regular business hours. For now, they're open from 6 AM to 6 PM during weekdays. 

 

Please know that we value input from users like yourself, as it helps us understand where there are opportunities to improve our customer service offerings. I would recommend sending feedback to our engineers directly from your company file.

 

Here's how:

 

  1. Go to the Help menu, look for Send Feedback Online, and then click Product Suggestion.
  2. Type in your feedback or product suggestions about the availability of customer support after business hours.
  3. Click Send Feedback

 

While the current hours are still in effect, we are always evaluating ways to enhance our customer experience. Feedback like yours is essential for identifying potential changes that would better meet users' needs.

 

Although we cannot guarantee immediate changes, please know your voice will be reviewed to help shape future improvements. 

 

Thank you again for reaching out to the Community forum, dscup. We are committed to optimizing our customer support for QuickBooks users.

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