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Experienced Member

QB 2019 for Mac - Accountant File - accountant can't open.

I've been using QB for Mac since 2013 and for the tax years 2013-2017 I have emailed my accountant a file using the "save file for accountant" option, verifying the data (as prompted) and then using a password.  No problems for these 5 tax years.  This year, using QB 2019 and the same process, my accountant can't get the file to open - he says it crashes when they try to restore it.  He also says he's tried it with previous versions (prior to QB 2019).  Any suggestions?

10 Comments
QuickBooks Team

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Thanks for coming to the Community for help, @mabidwell.

 

I’m here to provide some insight on how the accountant can open the file in QuickBooks Desktop Accountant without it crashing.

 

Since you’ve performed the same process in the past by creating a .qbb file, it’s possible the problem lies with your accountant’s QuickBooks. The program should be updated to the latest release to ensure the success of restoring the copy.

 

Have your accountant follow the steps below to update QuickBooks. 
1.    From the Downloads & Updates page, select your QuickBooks version by choosing the Country, Product, and Version from the drop-down.
2.    Choose Search.
3.    Select Get the latest updates, then Save File to download the update.
4.    Double-click the install to update when the download completes.
5.    Restart Windows after the installation finishes.

 

For more information, please check out this article: Update to the latest release of QuickBooks Desktop.

 

Once done, they should be able to restore the file without any issue. 

 

That should do it. Give this a try and let me know how it goes. Leave a reply below if you need anything else, I’ll be more than happy to help. Wishing you and your business continued success!

Established Community Backer ***

Re: QB 2019 for Mac - Accountant File - accountant can't open.

It's my understanding from these threads that the issue is on the Windows side. Whether or not a patch has been released is unknown. Have your accountant confirm their Windows product is up to date.

Established Community Backer ***

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Yes, the issue is on the Windows side. I've checked and the patch hasn't been released yet.  Hoping it comes out soon.

Active Member

Re: QB 2019 for Mac - Accountant File - accountant can't open.

I made sure my Windows desktop version of 2019 is up to date.  I have tried several times to restore the copy my client sent but I am still having it crash on me.  When will this be fixed?  It is tax time and we are all under to gun to get these returns done.

QuickBooks Team

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Hi there, @dsknight64.

 

Thank you for reaching out to us and providing the steps you've tried. 

 

As mentioned by our Community Backers, being unable to open the accountant's file is caused by outdated Windows version. However, since you've already made sure that your Windows desktop version is updated, I recommend reaching out to our phone agents.

 

With the tools they have, they'll be more efficient in investigating the cause of this. You should be able to open the file in no time after that, dsknight64.

 

Open this link to follow the new support directory: Contact the QuickBooks Desktop Customer Support Team.

 

Just reach out back to me through the "Reply" option if you have other concern. I'll be around to help you out.

Established Member

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Like mabidwell, I had this same problem for the first time last year and am having it again this year. Last year the Intuit team determined my .qbb file was corrupt. They told me to perform a Rebuild twice about every two weeks. That has not helped me this year. How can I get a case number without spending 5 to 6 hours on the phone with the support staff trying to open the file on my pc?

QuickBooks Team

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Let me welcome you the Intuit Community, @clarkmphoto.


Thank you for being detailed about your concern.


Intuit has streamlined the process of asking for help from our Technical Support Team. Instead of contacting us, you can now sign up to our call back process or get real time help via the Message Us option.


These options can help you save time and get a case number while doing your business. To get the contact details, make sure to open your company file first and go to the Help section.


Here’s how:

 

  1. At the top menu bar, go to the Help tab and click on the Contact Us link.
  2. Type in contact support in the field box.
  3. Choose on how to connect with us:  Message Us or Get a callback.

For future reference, I'm adding an article that can help resolve crashing issues in QuickBooks Desktop for Mac: Troubleshoot Crash Catcher.

 

If there’s anything else I can help you with, let me know by adding a comment below. I'll jump right back in to assist further.

Established Community Backer ***

Re: QB 2019 for Mac - Accountant File - accountant can't open.

First thing is to make sure your accountant has updated his PC version to the latest - there was a bug earlier this year on the PC side.

 

Second thing is to make sure there are no characters in your company file name in the Finder that won't work on the PC side.  This includes things like colons, backslash, even parenthesis I think.  Just use straight letters and numbers in the file name of your .qb2019 or .qb2016 file.  You have to set the file name in the Finder - its not the company name.  Nor is it the name of the .qbb file. 

Established Member

Re: QB 2019 for Mac - Accountant File - accountant can't open.

My accountant is using QuickBooks Premier 2019.

My company file name only uses letters and numbers. For consistency the .qbb file name is set to the same name as the company file name. This has been our practice for many, many years now.

As I mentioned, the issues began with the 2018 fiscal year file. Earlier this year I upgraded QB for Mac to 2019. Because of last year's issues I tested the .qbb file on my QuickBooks Pro for Windows before sending it to my accountant.  The result was the same issue, QuickBooks Pro for Windows could not open the .qbb file. It stopped at the same exit point as last year's file, 37% with errors indicating it was trying to write to protected memory. Last year they said it was because the .qbb file was corrupted and suggested I run the rebuild process twice about every two weeks. Well I did that and I still have the problem.

QuickBooks Team

Re: QB 2019 for Mac - Accountant File - accountant can't open.

Thanks for getting back to this thread, @clarkmphoto.

 

I appreciate you effort for processing troubleshooting steps just to resolved this issue. In addition, let's make sure your QuickBooks Desktop (QBDT) for Windows is updated to the latest release. In addition, let's make sure your QuickBooks Desktop for Windows is updated to the latest release.  It will help to open your .qbb file so you can restore your backup from QuickBooks Mac using QBDT for Windows.

 

Here's how to update to the latest release of QuickBooks Desktop

  1. From the QuickBooks Help menu, select Update QuickBooks.
  2. On the Update QuickBooks window, go to the Update Now tab. You can ignore the table because you don't need to change anything.
  3. (Optional) Put a check mark in the Reset Update box to erase all previous update downloads.
  4. Select Get Updates.
  5. Restart QuickBooks. When prompted, accept the option to install the new release.

If the same thing happens, I recommend contacting our QuickBooks Desktop Support Team to investigate this further. They can also convert the file from QuickBooks Mac using QBDT for Windows.

 

Here's how to contact our technical support:

  1. Select QuickBooks Desktop Help from the Help menu.
  2. You can also press F1 on your keyboard to bring up the same Help Panel. 
  3. In order to route you to the correct support expert, we need to know what type of question you have.
  4. Click Continue.
  5. We’ll provide you a few options. You choose which one is best for you.

Please let me know how it goes by clicking the Reply button below. I'll be around to help if you have any other concerns. Have a good day ahead.