Yesterday, Friday, January 11, 2019 - I spent over 3.5 hrs on the phone with a QuickBooks Tech because the latest update for Desktop QB Pro 2019 R5 was giving errors:
Protocol Handler #15227 Never Updated
Service Messages #404 Try later -
Move QuickBooks #15227 Never Updated.
The Technician removed and reinstalled QB Pro 2019 - 4 times and received the still received errors. On the last install the program had so many errors the Technician stated that they would contact Second Level programers because her level was unable to fix the issues.
The QB Tech said that she did all that she could and was there anything else she could do help me out.
By now, I watched 3 hrs worth of removal and install of this software think why in the world did the lastest release not fully tested. So, I asked where do we go from here? The response really threw me for a loop. I was told that I would have to wait until the Higher Level could fix it!
I asked if we could reinstall the latest backup but wait the Tech removed all my backups. I am so glad that I kept a second back on a different drive.
I did the restore and I still have the errors but at least I got something to work with until the Second Higher Level works out the errors!!
Keep in mind, it is NOT a GOOD TIME for QUICKBOOKS to Screw up during Tax Season, Payroll, ect.
Oh my gosh, these mostly are Meaningless. You did not have any problem. Let's review:
Go to that file or at least open the QB program. Now use Help menu > Update QB ...
Here you see the Update Options tab. Checkmark All, if they are not already all selected.
Click on the Update Now tab. Here are these messages; click one to see what it Really Means.
Protocol Handler #15227 Never Updated <== that's just housekeeping that might not even apply to you. You will know, because at the end of my input, you should use the Reset Updates and get a full update now. By the way, my QB 2019 shows this, but my QB 2018 does not; it is part of Cycling the update.
Service Messages #404 Try later - <== does not apply to you unless you Pay for Services. I always see this. I have no Merchant account, for instance. "Related to Business Services you are using, such as Merchant Account or Online Billing." Click the blue text, a Link, where you see the words "Service Messages." Read the Pop up.
Move QuickBooks #15227 Never Updated. <== that's the New Tool for helping users move from computer to computer; it's a tool you might Never use, so ignore it. The tool is under File menu > Utilities, Move QB to another computer.
Now it is time to Reset and run a full update.
I sure hope that was really Intuit Support and not some scammer. If they Charged you, that is sad, as well. If that is Intuit support, that is even sadder.
15227 Never Updated, for the Move tool, it's New and hasn't had any maintenance done to it, so no Updates needed to that tool.
These are Status reports and not necessarily errors. 404 = nothing to report back, because I don't pay for any Paid Services.
Thank you for responding to my error issues in such a condescending fashion. While you might find these error codes meaningless, they were not to me, they were not there prior to the updates! I do use "Services" which is why I find this problem so frustrated.
The QuickBooks Technician was a QB Tech transferred by QB Payroll Dept. because there were errors within the Payroll program, also.
As I stated prior, I should never have to be on the phone with a QB Tech for 3.5 hrs to solve the error issues. Having them uninstall and reloaded the QB Pro 2019 "4" times!
The procedures on QB Updates were followed several times by myself prior to me contacting QB Tech. This wasn't my first "Rodeo" with QB Updates giving errors. The QB Tech also followed those steps without any resolution , and in consulated with her supervisor, they stated that I could just restore the program from a previous backup.
Hello there, @HJR.
I understand it can get frustrating to have your QuickBooks issues at repeated occurrences at this time. Allow me to share some information on how you successfully download your QuickBooks updates.
One possible reason you're prompted with the update errors is your firewall or anti-virus. It is blocking the system from downloading the update and installing it.
You have two options to fix this error:
Once the update is successfully installed, restart Windows or you device to make sure all the necessary components are updated.
For additional insights, you may check out these articles:
Let me know how it goes on your end. I'm always here to make sure your QuickBooks program is updated to the latest version.
This donesn't Exist: "they stated that I could just restore the program from a previous backup."
The QB Program is like Word. There is no Backup of a Program.
Your QB Company Files are data files. That's the same concept as Word Letters and Excel Files. You can make and keep backups of Data files for safekeeping, such as on a USB, in DropBox, or on an external device, just in case the computer fails, and you would Restore from the most recent backup, such as when you get a New Computer.
There is no Backup of a QB Program to use. Programs simply are Installed, Repaired, or Uninstalled.
I had QB pro 2016 and was informed that I had to update to qb pro 2019 by the end of March as Payroll would not work anymore using the qb pro 2016. I purchased and downloaded 2019.
1/13/19. It suggested to condense and rebuild. Shows the condensed version was successful. 4258 errors were fixed.
error 136 216 errors
error 165 (788 errors
error 166 (24 errors)
error 292 (76 errors)
error 293 (3,154 errors)
QB stated everything was up and running - However I went to print the balance sheet for the accountant and the INVENTORY was in the negative. EVERY YEAR PRIOR INVENTORY CHANGED TOO! QB stated it backed up the company file prior to this. Should I have to restore it back to that one? OR I purchased the CD with the download just in case. Should I install the qb pro 2019 CD, then restore my backup?
My husband has been using the computer since Jan 13th, and all these current backups are not correct. The inventory currently shows NEGATIVE -$20,000 I am in panic mode. We are a small business just my husband. I have to give acct copy by 6 days..
Most important ?BEFORE I do anything, I don't want to wipe out everything from 1/13-through today That mt husband has done. Can I export invoices, bank recs etc before so we don't have to manually enter everything again. Thanks
This glitch seems to be with the inventory account. :(
Thanks for joining this thread, DarDar.
I want to ensure that after the upgrade process the data from your QuickBooks Pro 2019 are correct.
Since the transactions from the newer version are incorrect, I suggest restoring the backup copy and used it as the working file. Let me walk you through the steps.
Make sure to respond to any messages that appear before restoring the file. Check out the Restore a backup of your company file article for detailed instructions.
If you encounter any errors when upgrading to a newer version of QuickBooks, you’ll have to perform the Verify and Rebuild Data Utilities to fix it. For detailed process, follow the steps in this article: Verify and Rebuild Data.
Once done, open the Balance Sheet Report and check the amount on your inventory. Here's how:
In regard to the recorded transactions, you can import/export them via IIF files. To help give you a better idea about the process and transactions that can be exported, check this article:
After following these steps, you should see the correct data in the report.
Let me know how this turns out or if you need further assistance with these steps by leaving me a comment. I'll jump right back in to help.
Most of the times, you can easily install QuickBooks updates very easily. One possible reason I see why you're prompted with the update errors is your firewall or anti-virus. It is blocking the system from downloading the update and installing it.
Here's how you can update your QuickBooks:
Once the update is successfully installed, restart Windows or you device to make sure all the necessary components are updated.
Think you're having fun? :-) I continually have the same problems and it shut down my payroll last week. I spent 4+ hours on the phone with Level 1 and Level 2 Intuit support yesterday ... Level 3 is supposed to call back today and attempt more fixes. Of course, Intuit put a second copy of 2019 onto the computer and charged me. Their email asking my confirmation, of course, comes from a NO REPLY mailbox. So I wrote this to them. Maybe someone at Intuit will read it.
No – this order needs to be reversed. I do NOT confirm it. Here is an explanation.
YESTERDAY’S TECH SUPPORT CALL
I called tech support yesterday with 2 problems that are widely shared with others:
PREVIOUS TECH SUPPORT CALL
I believe it was on March 6, 2019 that these problems became horrible. So, I called tech support after reading hundreds of posts in your community site and all over the Internet about these two problems.
Tech support sold me a 2019 upgrade and they installed it remotely. After 6 hours, we finally got things working.
They made clear that the updates require me to put my accounting computer on the Internet in a defenseless posture - outside my firewall with all antivirus turned off. This is due to how Intuit has configured its update software. (Again, the Internet is replete with condemnation of Intuit’s really bad requirement in this area.)
THE PROBLEM CONTINUES
Lately, my bookkeeper has been complaining about the same issues and she could not run payroll because the tax table would not update.
So, I called Intuit support yesterday and worked for 4+ hours with two of your support people (Hazel in Level 1 and Blue in Level 2). Things got so confusing that I unfortunately started QB2018 (which was not removed from my Windows start list when the upgrade was installed) at one point ... and Hazel installed QB2019 and charged me for it. She never got to reverse the charge before she handed me off to Level 2.
I’M WAITING FOR A LEVEL 3 CALL BACK TODAY
Because Level 2 was unable to fix the issues, I am supposed to get a call back from Level 3 support today.
SO, THIS CHARGE IS A DUPLICATE AND NEEDS TO BE REVERSED.
I already had Intuit sell me a 2019 upgrade and they installed it. It should have been in my customer record, which I know that both tech support people consulted.
I DO LIKE HAZEL AND BLUE – THEY TRIED HARD!
They did the best they could with the knowledge they have. As I see it, the primary problem is in Intuit’s really bad service architecture for upgrades. As to the email integration, I don’t yet have an answer or observation.
HOW CAN INTUIT REQUIRE ME TO PUT MY SYSTEM IN SUCH DANGER?
Every computer tech I have talked with about this problem is incredulous that Intuit requires an undefended computer (no antivirus, etc.) to be put naked on the Internet outside my firewall in order to do software and tax table upgrades. That is absolutely unbelievable, but has been confirmed by your techs.
To accommodate this requirement, I had to string a new 100’ Cat6 cable from my bookkeepers office to my server room; install two additional switches (one next to my Comcast router and a second in the bookkeeper’s office); and install a second NIC in my bookkeeper’s computer. So, I can now do QB updates by enabling and disabling each NIC. (Obviously, I cannot possibly have my bookkeeper do this – it’s a recipe for disaster.)
Again, your techs are wonderful and I would rate them highly. But, as best I can tell, the Intuit update architecture is dangerous and the opposite of what every other vendor uses and preaches.
PLEASE CONFIRM THE CHARGE REVERSAL TO ME.
(Removed by moderator)
I appreciate you for putting your voice out and providing feedback, Keith_Rosenfeld.
This isn't the impression I want you to have about QuickBooks products and services. I'm sure you would rather be doing other things than going through multiple long calls. However, reaching out to our phone agents is the easiest way to pull up your account for updates about your escalation and charge reversal request.
The security of your company credentials is my topmost priority. That's the same reason why the personal details on your post are removed. You can use this link as your reference in getting in touch with our Customer Care team.
You can directly provide the case numbers to help streamline the process. Your case number has the previous agent's notes according to what happened to your issue. This way, you won't be repeating yourself.
Let me know how the call went, or if there's anything else that you need about QuickBooks Desktop. Take care always.
I guess I am NOT the only one that has dealt with incompetent techs from Quickbooks. The tech moved my main file to a “work station” computer, I had to quickly disable her from the remote session and undo her “mess”. I fixed it, but now I am having issues after the upgrade. I am dreading a phone to Quickbooks. I am hoping to see if anybody in the “community” had the same issues and how they resolved it.
Hi there, @wgilliamRN72.
I'm here to ensure that you'll be able to run QuickBooks with no issues.
To make sure we're on the same page, may I know what specific issue did you encounter after upgrading your QuickBooks? If you could please provide me with some more details as to what you were experiencing, I would be happy to take a look and help get it taken care of.
Meanwhile, you can check out this link about fixing update errors in QuickBooks Desktop for your reference: Fix QuickBooks Desktop Update Errors.
Feel free to get back to me additional information on your concern and will take it from there.
I'll be keeping an eye out for the response on this so you can get back to business. Have a good one!
I have had the same errors. went through all steps outlined above. I first uninstalled all AV/Firewall software and disabled win10 firewall. still no luck. tried manually downloading maintenance release, no joy, finnaly after 2 hrs QB tech recommended uninstalling and installing. That worked, QB tech thought it may be a corrupt Admin user profile, which i thought was possible, until I went to the other 4 systems, all giving the same error, combo if Win 10 and Win 7, also the server had QB DT on it for maintenance, that also throwing the same errors, only fix was to uninstall and re-install with QB2019 Ver9_101. I did successfully run the install and select repair option of two of the systems. There are issues with 2019 that QB in my opinion aren't telling us.
Protocol Handler #15227
Service Messages #404
Move QuickBooks #15227
Thanks for sharing your experience here in the QuickBooks Community, @2019_PS.
I appreciate you for sharing the troubleshooting steps you've done to resolve the error you're getting. This way, other users will be able to use this as an additional workaround if they encounter the same error.
Please know that you're always welcome to post if you have any other questions. Have a good day ahead.
I have some info that might help others with update problems ... or, it may be specific to my situation. Here it is on an FYI basis.
INTUIT STOPPED CALLING ME BACK WHEN PROMISED
They had told me a Level 3 tech would call back. Never happened. I think they know they have a problem they can't fix and wanted to avoid dealing with an unhappy customer. (I am actually really polite and helpful with their tech support ... I LIKE the guys I've worked with at Intuit and I know it's not THEIR fault.)
BUT, SEPARATELY I RAN INTO AN INTERESTING SITUATION ...
I also co-own an IT services company. One of my IT friends told me about a national printing company in Virginia that had a problem - many of their clients could not get to the pre-press webpages where they must view a digital proof before signing off on a print run.
After a lot of research, my friend realized that all the problems came from clients who used Comcast as their Internet provider. Those who used other Internet companies (Ting, AT&T, Verizon, etc.) had no problem. So, this company dropped Comcast and got another provider. The problem disappeared.
SO, I BYPASSED COMCAST
As related previously, Intuit had sworn that firewalls, antivirus, and other protective software was the problem - they demanded I put my financial computers unprotected on the Internet. That's kinda like telling a Baptist to get drunk, dance all night, smoke a joint, and then get REALLY wild! (It didn't go over well with me.)
Thinking about the Comcast problem above, I decided to experiment with bypassing Comcast. I disabled the wired NIC (network adapter) on my main QuickBooks computer, installed a wireless USB dongle, and set up my T-mobile cell phone as a hotspot. I connected the computer to the T-mobile hotspot, which then bypassed Comcast completely.
BINGO - everything worked. My software updates came in and loaded, my tax tables updated, and I was back in business.
To confirm it wasn't a fluke, I went back to the Comcast connection and it failed with the normal errors. I returned to T-mobile and everything was fine. Tried it a few more times and got the same results.
WHAT'S THE ANSWER?
It seems possible that there is something in the Comcast backbone that causes problems for the Intuit update network. My QuickBooks update problem acted identically to the problem described above that screwed up the big printing house.
FOR WHAT IT'S WORTH ...
If you are having this update problem, see if you use Comcast as an Internet provider. Even if you don't use Comcast, remember that no one company owns ALL parts of an Internet connection - most send traffic through backbones operated and configured by other companies (that's how the INTERnet works).
So, even if you don't use Comcast for your final connection to the Internet, this may be worth trying because there may be a common sub-carrier network causing the issue.
HERE'S WHAT TO DO
IF THIS DOES WORK ...
Tell Intuit that they need to look into this situation.
Even if Comcast (or a provider that uses the same backbone) has a network routing or other issue, perhaps Intuit can identify the exact cause of our problem. Then, they can reconfigure their update system ... or get a better update provider.
I'D BE INTERESTED IN THE RESULTS
If you try this, please post your results. If it works, I'd like Intuit to give me lifetime free software ... it's the LEAST they could do ... :-)
- Keith Rosenfeld, HotCakes
I can confirm - Comcast was blocking my QB payroll and program updates as well (causing error 15222 and digital certificates). I swapped our line over to a backup non-Comcast internet line and it started working again.
Thank you Keith for bringing light to this issue! I just spent 2 days troubleshooting this BS.
Now, is anyone at Intuit monitoring this thread? I've tried to tell them directly, but they don't seem to be set up to receive (and forward) outside information/advice - they just work off a script, even when it's obviously wrong. (Reminds me of that old saying ... about 2 ears and 1 mouth ... but, I digress ...)
Intuit -- are you listening??? How about doing some testing on this? Judging from the diatribes on the web, there are lots of customers who would be MUCH happier if this is valid solution.
You can download the software update from the internet and manually install it in QuickBooks. Let me guide you through how.
Once downloaded, double-click to install the update. Please restart your computer after the installation.
Additionally, you can update manually across your network by following these steps:
You can read the details in this article under Option 2: Download from the Internet: Update to the latest release of QuickBooks Desktop.
Please leave a comment anytime if you need help with anything else. The Community is always here to help.
Thanks! I just downloaded it, but haven't yet tried to install it. I'll do that this weekend.
I trust that this download includes the tax table updates, as well as program updates? The root of our problem was that because the tax tables were out of date, QuickBooks shut down our payroll processing. For 2 weeks, our bookkeeper did it manually with Excel, which was a disaster and led to some very unhappy employees.
FYI, Intuit tech support told me that there was no longer any download capability for updates. I even asked for an FTP address to grab it directly, but they said there was no way possible to get program updates and tax table updates for off-line installation. They also said that Intuit no longer has a program to mail a CD-ROM with updates.
Again, thanks for the info. I look forward to testing it and confirming that tax table updates are included!
Payroll tax tables will not be updated when you download the latest software version. I can provide you with steps to update your payroll tax tables.
For more detailed information, you may check this article: Download the latest payroll tax table.
On the other hand, the selling of the payroll disk delivery option for our Standard and Enhanced payroll offerings is already discontinued. However, you can still update your payroll tax tables. Although, you still internet to download the tax table. Once downloaded you can save it on a USB stick and install it to your QuickBooks without the need of internet.
Keep me posted if you have other questions. I'm just a few clicks away.
This was part of the original problem. Neither I - nor multiple Intuit tech support people at both Level 1 and Level 2 - could make this method work.
QB kept erroring out and not updating the tax table. That led to two really bad payroll periods using Excel instead of QB (QB refused to run payroll with the outdated tax table). I could have lived with outdated software ... the lack of an updated payroll file was the coup de grâce.
I now have it all working through the work-around I described, above. And it seems to have solved the same problem for other people.
I appreciate you for getting back to us here in the Community. I'm here to help provide additional clarification about the updates in QuickBooks Desktop.
The information regarding updating release through the web browser that was provided by my colleague doesn't include the payroll tax table. This update is more on the maintenance, new features, and options for the QuickBooks program.
If you already tried the basic troubleshooting shared on the thread from above, It would best to continue working with our Support Specialists. They'll be able to perform escalations whenever needed to fix the problem with the payroll updates.
In case you need the steps on how to reach them, I'm attaching the article on this:
Fill me in anytime you have questions or concerns related to payroll. The Community has your back.
Thanks for responding so quickly. FYI, because the promised Level 3 call never came ... and because I think I had a solution that would be useful to thousands of people who have posted the same problem ... I sent a long descriptive email to:
[email address removed]
I gave them my 20+ year background as an Intuit customer, a clear explanation of the problem, and my proposed solution.
It took me a while to find that email address on the Intuit site (it's at https://www.intuit.com/company/executives/ ), but it is GREAT! It allows anyone to send a suggestion or complaint to a special office at Intuit that actually does something!
The best part is that I GOT A PHONE CALL THE NEXT MORNING from a very nice tech who said that they had read my email, appreciated my willingness to help others ... and that their initial testing shows my work-around solves the problem.
So, hopefully, this is my last report on this issue, but I do invite anyone who needs additional clarification to post - I'll try to reply quickly.
BTW, I think that Intuit uses the same Content Delivery Network (CDN) as Microsoft ... and my IT business partner has seen similar issues there (we are a Microsoft partner, so we download many fixes and updates). So, maybe Intuit needs to have a discussion with that company.