cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Experienced Member

Online Quickbooks Mac app crashing

I have the online version of Quickbooks and I use the desktop app on my Mac. Tonight a message popped up telling me there was an update I needed to load. After loading that the app with not open. As soon as I type my password I get an error that gives me the option to quit or relaunch. It keeps going in that cycle. I have tried uninstalling it and reinstalling the app but it still crashes.

Solved
Best answer 01-17-2019

Accepted Solutions
Established Member

Re: Online Quickbooks Mac app crashing

FIXED!

 

Same issue, exactly.  So, as suggested, called to get added to the "affected users" list, but instead, the rep directed me on an easy fix.  

In the app, click Help in the menu bar, then select "Reset App Data," then "Reset," then log in.  

 

Works!  t.

17 Comments
Established Member

Re: Online Quickbooks Mac app crashing

Exact same issue and sequence of update = app fail. Have tried uninstall/reinstall, reset app data, delete keychain login, etc... no luck. Looking through the boards I see this same issue has popped up over the last few months with numerous users across platforms... 

 

Come on Intuit! 

QuickBooks Team

Re: Online Quickbooks Mac app crashing

We're already aware of this issue with the QBO Mac app, cgnc68 and jclow.

 

Our engineers are currently working on getting this fixed as soon as possible. In the meantime, you can use the web browser to access your QBO account. I'd also suggest giving us a call so we can add you to the affected users' list. This way, you'll receive an update once there's an available fix.

 

Here's how to get our contact number:

  1. Go to this link https://help.quickbooks.intuit.com/en_US/contact.
  2. Select QuickBooks Online.
  3. Click the Company setup & importing topic.
  4. Click the Sign-in sub-topic.
  5. Scroll down and click the Get Phone Number button.

I appreciate your patience while we're working on this. Please let me know if you need anything else.

Established Member

Re: Online Quickbooks Mac app crashing

FIXED!

 

Same issue, exactly.  So, as suggested, called to get added to the "affected users" list, but instead, the rep directed me on an easy fix.  

In the app, click Help in the menu bar, then select "Reset App Data," then "Reset," then log in.  

 

Works!  t.

Moderator

Re: Online Quickbooks Mac app crashing

Thanks for joining this conversation, @imtinabelina.

 

I'm happy to know you already resolved this. Also, thanks for sharing the steps you've done to get this working. This will help other users who are having the same issue.

 

Should you have any other concerns or questions, don't hesitate to post again here in the Community or leave a comment on this thread. I'll be here to help out. Take care and have a good one!

Experienced Member

Re: Online Quickbooks Mac app crashing

Thanks for the info that worked!

Experienced Member

Re: Online Quickbooks Mac app crashing

That worked! Thanks for the info.

QuickBooks Team

Re: Online Quickbooks Mac app crashing

Hello, @cgnc68.

 

I'm glad the steps provided above were able to help you correct the issue. 

 

If you need additional assistance with QuickBooks, please let me know. I’ll be right here to help. Enjoy your day!

Established Member

Re: Online Quickbooks Mac app crashing

Hello,

 

I just downloaded QB 2019 because I had problems with a previous version I had and I see now that this new version has the same problems!!! Whenever I open the QB 2019 app it crashes once I select the file I want to open. I have all the upgrades for my MAC as well as for QB 2019 and I registered the software just in case that is a problem too. I have tried different way to open a file with no luck. I am a bit frustrated as I have to work with this software now and I can't. Your prompt feedback would be much appreciated. 

 

Thank you!

 

Jorge

Moderator

Re: Online Quickbooks Mac app crashing

Hello there, @eurojourney.

 

Thank you for choosing the Community to assist you with your question. Allow me to join this conversation and share some information about the crashing behavior of the QuickBooks Online app.

 

The recommended steps provided by imtinabelina should fix this type of problem. This will clear the cache and reset the app to the QuickBooks Online sign-on screen.

 

However, if you still experience this unexpected behavior after selecting Help in the toolbar and choosing Reset App Data, I'd like to provide more solutions to get your QuickBooks to work with no problem.

 

To start, let's make sure you've met the system requirements when using the app. The following article contains a quick guide to the supported qualifications for the program: QuickBooks App for Windows and Mac: General support.

 

If you're using a supported Mac OS and still getting issues, you may need to manually update your QuickBooks Online for Mac app to get this resolved. If you get the same result, I recommend reaching out to our Customer Care support for further assistance.

 

The support agents can use the screen share tool to determine what's causing the issue and get this straightened out quickly. You can find their contact information by following the steps found in this article: Contact the QuickBooks Online Customer Support team.

 

That should point in the right direction. Keep me posted once you've tried the steps or if you have any other questions about using the app. I'll be happy to help you out. Have a great day ahead. 

Established Member

Re: Online Quickbooks Mac app crashing

Hello,

 

I don't see the option mentioned, i.e. "selecting Help in the toolbar and choosing Reset App Data". Under the "help" tab there is nothing that says Reset App Data. :-|

 

QuickBooks Team

Re: Online Quickbooks Mac app crashing

Hi eurojourney. 

 

Update QuickBooks Desktop feature is the function used for QB Desktop. Please follow these steps to get the updates:

  1. Go to the Help menu and then choose Update QuickBooks Desktop.
  2. Select the Udpate Now tab. 
  3. Then, click the Get Updates button. 
  4. Wait until the updates has completed.
  5. Then, Close

Let me know how this worked. 

 

 

Active Member

Re: Online Quickbooks Mac app crashing

Please add me to the list of affected users.  The Mac APP no longer works.. very frustrating!!!!

 

Jane

QuickBooks Team

Re: Online Quickbooks Mac app crashing

This issue has been resolved, Jane.

 

If you've tried the steps given by my colleagues above, please give us a call. We can check why your QuickBooks Online Mac app is still not working and help you fix it right away.

 

To get our contact number, click the Help icon in the upper right-hand corner. From there, select the Contact Us button.

 

Please get back to me if there's anything else you need.

Established Member

Re: Online Quickbooks Mac app crashing

No kidding!  Come on Intuit.  Most businesses need to be able to function.  If you are going to require passwords on a system that constantly crashes, then you should give the system users the passwords or let the sytem user set the password.  This is ridiculous.  My system has been down most of the day.  I cannot access my payroll or merchant account.  I have taxes due that I need to pay otherwise they will be late.  Of course your office is alreay closed.  I have spent several hours on the phone with 4 different people today.  They finally got it working and then it crashed!  Now I am back to ground zero needing a keychain password that I do not have without support’s assistance.  Accept I am unable to get their assistance because they are Eastern time and I am Pacific time and they are closed.  

QuickBooks Team

Re: Online Quickbooks Mac app crashing

Hello there, @TG19

 

I'll share some information about the login issues you're experiencing. 

 

I value your business and it's our priority to keep your data secure. The keychain password is just a login requirement to allow you accessing the app.

 

If you've performed the suggested steps above but the app is still unable to load, I’ve checked here on my end about this to see if there’s an ongoing investigation. There is currently one and its status is open. Our Product Development Team is actively working to get this fixed as soon as possible.

 

As an alternative, you can use a compatible web browser to log into your QBO account. 

 

In line with this, I suggest contacting our QuickBooks Online Customer Support Team. They are available from 5 am - 9 pm PST. They can add your company to the list of affected users. They can also notify you via email when the issue is resolved.

 

Thanks for your patience while we're working on this. Please let me know how it goes after contacting our support team, @TG19.

 

I’m just a comment away if you need anything else. Have a good one.

Established Member

Re: Online Quickbooks Mac app crashing

whoa, resetting app data sounds scary to me.

 

Here's my problem:
Since getting this notice of the new quickbooks online considerable price increase, the reliability of the software has decreased considerably. My app crashes several times on a daily basis when it did not do that before. If the app is open on my desktop for an hour or two and I return to it to perform a task, it just spins and it is necessary to log out and log back in completely to get back to where I was. This is now a constant problem and very time consuming. Can you please fix it?

I am running Version 4.0.7-217 (4.0.7-217.217), which shows as the latest version for my Mac OSX 10.11.6.

QuickBooks Team

Re: Online Quickbooks Mac app crashing

I appreciate you for sharing your experience here in the QuickBooks Community, @kat2019.

 

I understand it can get frustrating to have your issues at repeated occurrences and I'll make sure to take note of this. Also, resetting the application data helps remove the empty or damaged information from the data. 

 

Since you're experiencing crashing behavior on your QuickBooks Mac application, you need to uninstall and reinstall the application. You can follow the detailed steps in this article: Install the QuickBooks Online for Mac app

 

If the same thing happens, I recommend contacting our QuickBooks Online for Mac Support to investigate this further. 

 

Here's how to contact our technical support:

  1. Sign in to your QuickBooks Online company.
  2. Select Help (question mark icon) at the top right.
  3. Select Contact us to connect with a live support agent.

Please let me know how it goes. I'll be around to help if you have any other concerns about the QuickBooks Mac app. Have a good one.