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Established Member

QB closes every time I try to enter a payment from this customer.

A few days ago I encountered a problem; whenever I try to enter a payment to this customer or try to  open this customer's payment information, QB shuts down. I ran the verify and rebuild, but it gave me Error 310 with 34  decryption errors related to credit card information. However, this particular customer shows as paying by cheque, not credit card. The program does not allow me to go in and enter a dummy credit card number for this account as it shuts down whenever I try.

I even tried removing the credit card protection and then trying to fix the problem, but I run into the same issue.

The other problem I have is that the error report lists 34 customers whose credit card encryption files need to be corrected, but the report lists them as Customer ID: 34, or Customer ID: 256, etc. I do not use numbers for our customers, but use the customer names. How do I correlate the list of customer ID numbers with my list of customers?

 

7 Comments
QuickBooks Team

Re: QB closes every time I try to enter a payment from this customer.

Hello there, @Princely1.

 

Let me help isolate the errors displayed in the QBWin.log when the Verify Data utility fails so you can enter payment for a customer and to resolve your customer report list. 

 

First, I appreciate the steps you've performed by checking the data damaged using the Verify Data utility. What you need to do next is look for the error message in QBWin.log to see what is affected. 

 

Please follow these steps below: 

  1. Find the QBWin.log and save it to any location you can easily access like your Desktop.
  2. Right-click the QBWin.log file. Select Open with, then choose Notepad.
  3. Note the Customer names and IDs that appears in the QBWin.log.

Right after, let's edit the credit card number of affected customer to removes the damaged data. Here's how:

  1. From the Customers menu, select Customer Center.
  2. Select the small arrow ▼icon above the search bar, then choose All Customers.
  3. Find the name of the Customers or Jobs you took note of.
  4. Double-click the Customer or Job to edit, then go to the Payment Settings tab.
  5. Enter a 16-digit dummy credit card number and expiration date, then select Ok.
  6. Go to the Payments Settings tab again.
  7. Enter the correct credit card number and expiration date, then select Ok.

If a lot of customers are affected, you can check Use advanced import to override damaged credit card info. This way you can do it efficiently.

 

Once done, let's run the verify data utility again to check if the data has no longer any errors. 

 

You may also check this article for the detailed troubleshooting steps: Error: QBwin.log: LVL_SEVERE_ERROR--GetDecryptedCreditCardNumber The decryption has failed.

 

If you need further assistance with the steps, I recommend contacting our QuickBooks Desktop Support Team. They have additional tools to pull up your account and do a remote session. 

 

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. I'll be around to help if you have any other questions. Have a good one. 

Established Member

Re: QB closes every time I try to enter a payment from this customer.

Thank you for your assistance, but you seem to have missed the main problem; when I try opening the Payment Settings tab for this customer  it does not allow me to make any changes to the settings as QB shuts down. I do not know what Encryption Error 310 is, but it is preventing me from applying any payments or modifying any of the settings for this customer.

QuickBooks Team

Re: QB closes every time I try to enter a payment from this customer.

I appreciate you getting back to us Princely1.

Let me help you further in resolving Encryption Error 310 in QuickBooks and apply for the customer's payment.

 

There are possible reasons for this issue and there are several solutions to resolve this. This error can be caused by the following:

 

  • One or more of the QuickBooks Desktop Support Files are damaged. These files are:
    • The Transaction Log (TLG) file
    • The Network Descriptor (ND) file
    • The Data Source Name (DSN) file
  • The company file is damaged
  • Encryption software is installed

Updating your QuickBooks release version is a good start when it comes to fixing program-related issues.

 

  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 box Reset Update box to erase all previous update downloads.
    Note: This may increase the amount of time needed for the update.
  4. Select Get Updates.
  5. Restart QuickBooks. When prompted, accept the option to install the new release.

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For more recommended solutions, check out these articles:

 

Also, you may find this article helpful: Unrecoverable Error: General Troubleshooting Steps.

 

For additional help, you can also reach out to our QuickBooks Desktop Support. They have additional tools to assist you in getting this resolved.

 

  1. Within your QuickBooks Desktop, click Help at the top menu bar.
  2. Click Contact us.
  3. To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.
  4. We’ll provide you a few options. You choose which one is best for you

Please get back to me if you continue to get the same results so I can look further into this. I'll stay around to help you out.

Established Member

Re: QB closes every time I try to enter a payment from this customer.

Thank you for your suggestions, but the update did not help and I cannot find anything regarding Error code 310.

QuickBooks Team

Re: QB closes every time I try to enter a payment from this customer.

Hello there, @Princely1,

 

Let's get rid of the error so you can process the customer payment with no issues.

 

The error code 310 is due to damage in the encryption of sensitive fields such as credit card numbers, Social Security, and bank accounts.

 

In QuickBooks Payments, you're unable to delete the customer's credit card information. You can only edit them.

 

To resolve this issue, you can replace a non-transacting card number to overwrites your customer's saved credit card info.. Here's how:

  1. Go to the Customers menu, then select Customer Center.
  2. Double-click the customer's name.
  3. Go to the Payments Settings tab.
  4. Enter the following:
        a. Credit card number: 4111-1111-1111-1111 (this is a non-transacting test card number).
        b. Expiration date: Any date in the future.

If you're still getting the same result, you can merge the customer account without a credit card info. Let me show you how:

  1. Go to the Customers menu, then select Customer Center.
  2. Take note or copy the customer's name that you would like to keep.
  3. Right-click the name of the customer you'd like to merge, then click Edit Customer:Job.
  4. Replace the customer name with the one you took a note of, then click OK.
  5. A prompt will appear, click OK to proceed with the merge.

To learn more about merging accounts in QuickBooks Desktop, please go to this link: Merge Accounts, Customers, and Vendors.

 

Let me know how everything turns out by leaving a comment below and I'll get back to you.

Established Member

Re: QB closes every time I try to enter a payment from this customer.

I tried merging customers and I still have the same problem of QB shutting down whenever I try to open this customer's payment information or try to make a payment towards their account.

Moderator

Re: QB closes every time I try to enter a payment from this customer.

Hi again, Princely1,

 

I appreciate you for following the troubleshooting steps provided by my colleague MaryLandT. Since the issue still persists, I encourage you to get in touch to our QuickBooks Desktop Support Team. They have additional tools to do a remote session to investigate it and process another troubleshooting steps. 

 

Here's how to reach them:

  1. Open QuickBooks Desktop.
  2. Click Help at the top and choose QuickBooks Desktop Help or press F1 on your keyboard.
  3. On the Have a Question? screen, click Contact us.
  4. Enter the details of your concern and click Continue.
  5. Choose how you want to reach them and enter the needed information.

In case you need tips and related articles in the future about the "How Do I" steps in QuickBooks Desktop, visit our QuickBooks Community help website for reference: QBDT Self-help.

 

I appreciate your patience. Please know that you are always welcome to post here again if you have any other concerns. I'll be around to help. Take care.