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bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

Went to use Quickbooks Desktop 2020 for Macintosh today and received the error Quickbooks lost connection to the company file.

 

As Quickbooks Server, Quickbooks and the company file are all on the same computer, it was obviously not a network issue.

 

As this was happening with all company files, even newly created or sample file, it was obviously not a file corruption error.

 

After hours of troubleshooting, looked through the console logs and noticed authentication errors whenever trying to open the shared company file.

 

Opened Keychain Access and, lo and behold, the Quickbooks generated security certificate expired yesterday (August 8, 2021), which explains why I can no longer share my Quickbooks company file as the application's certification has expired.

 

If I change the computer's date to August 7, 2021, all works fine.

 

I completely removed all Quickbooks and Quickbooks Server files, preferences, temporary files, etc. I downloaded a new install, re-installed and updated. The issue remains.

 

Where am I supposed to get a new certificate such that Quic

14 Comments 14
katherinejoyceO
QuickBooks Team

Quickbooks 2020 Macintosh certificate

Hello there, @bill_the_cat.

 

I appreciate you performing the steps before reaching us. Since the error keeps coming back, I recommend uninstalling and reinstalling QuickBooks Desktop for Mac again. This will help us fix damaged functionalities on the program.

 

Prepare the license and product numbers before performing the following steps: 

 

  1. Close the program.
  2. On your computer, go to the Finder menu and select Go.
  3. Choose Applications.
  4. Click the QuickBooks icon and drag it to the Trash.

 

Then, remove the QuickBooks PLIST files to revert all preferences to their default settings. Here's how:

 

  1. From the Finder menu, select Go.
  2. Choose Library while holding down the Option key.
  3. Look for PLIST files on the Preferences folder that contains com.intuit.QuickBooks20xx.
  4. Drag it to the Trash and empty the bin.

 

Check out this article for your additional reference: Reinstall QuickBooks for Mac using a clean install.

 

Now let’s download your QuickBooks Desktop for Mac version. You can use the CD installer if the software was purchased from a retailer. Ensure to close all running applications to start the installation process. Double-click the downloaded file from the website or insert the CD. 

 

For more detailed instructions, check out this article: Install and set up QuickBooks Mac Desktop.

 

Once done, open QuickBooks and restore the file. You should be able to work on it without any issues.

 

Let me know below if you have any other concerns. I’m always here to help. Have a good one!

bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

Katherine,

 

While I had already done that, actually using a utility that completely uninstalled Quickbooks, Quickbooks Server and all preference and setting files, I was happy to play along.

 

What I opted to do is install a clean download of Quickbooks 2020 and Quickbooks Server 2020 on another computer that had never had Quickbooks installed before. After updating Quickbooks and Quickbooks Server (versions V19.0.8 R9 and V19.0.8.838 R9, respectively), I created a new company file, opened it in Quickbooks to test it, opened it in Quickbooks Server and shared it and got the same error message: "QuickBooks lost connection to the company file."

 

If I change the date on the computer to before the certificate expired (08/07/21), I am able to open the company in multiuser mode as expected.

 

Next step?

 

Thanks.

Giovann_G
Moderator

Quickbooks 2020 Macintosh certificate

Thanks for getting back to us, bill_the_cat.

 

I can share additional details on fixing the certification issue.

 

Let's ensure to set up sharing permission on the host computer. Then, you can manually add the QuickBooks Desktop Security Certificate. I'll show you how.

 

  1. Go to the Application folder and locate the application file(.exe file).
  2. Right-click and select Properties.
  3. Click the Digital Signatures tab and choose one of the entries in the Signature list field.
  4. Select Details.
  5. Under the Digital Signature Details window, click View Certificate
  6. On the General tab, choose Install Certificate.
  7. On the Certificate Import Wizard welcome screen, make sure that the Store Location is on Current User, then hit Next.
  8. On the Certificate Store window, Windows already selected the certificate store based on the type of certificate. Select Next, then Finish.
  9. Once done, select OK.

 

You can review this resource for more details: Add QuickBooks Desktop Security Certificate manually.

 

Disclaimer:: The steps in this article are for QuickBooks Desktop for windows. However, the idea to add or install the certificate is the same.

 

If the issue persists or having a problem following the steps, I'd suggest reaching out to our QuickBooks Team. They'll have the tool to do screen sharing to guide you on fixing this issue.

 

In addition, I've included this material for more insights: Troubleshoot multi-user issues for QuickBooks Desktop for Mac.

 

Leave a comment if you have further questions or concerns. We're always here to help you.

Nadavoid
Level 2

Quickbooks 2020 Macintosh certificate

Much gratitude to @bill_the_cat for determining that this is a certificate issue. I would not have figured that out. Also kudos for the lengths you went through of so fully uninstalling and reinstalling.

 

The windows-centered instructions are not able to be followed by mac users. Here's the extent we are able to follow:

  • Select the Quickbooks application.
  • Right click and select "get info" (mac equivalent of "properties" on windows).
  • Now we're stuck. I'm aware of no mac equivalent of a "digital signatures" tab on the "get info" panel.

 

To further aid in gaining assistance, I've attached a screenshot of the certificate entry in the Keychain Access app.

 

I suspect that an app update needs to be shipped. I've never had this issue before, with any app. I bet many more people will be submitting support requests or piling onto this issue until it's fixed in the app itself.

Nadavoid
Level 2

Quickbooks 2020 Macintosh certificate

(Edited to remove duplicate content. I was having problems posting earlier.)


To further aid in gaining assistance, I've attached a screenshot of the certificate entry in the Keychain Access app.

bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

edited because the QuickBooks message board software can't seem to properly place replies ... <<sigh>>

bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

Took me hours … I’m an Apple specialist and it wasn’t until I’d run through the gamut of my toolbox that I looked in console and saw certificate / authentication issues. That led me to the expired certificate.

 

For what it’s worth, I’m glad that my troubleshooting saved your having to slog through the same!

TonyRotzoll
Level 1

Quickbooks 2020 Macintosh certificate

So, what is the result?

I also have two certificates that expired 08Aug2021

Should they be deleted? And a new one created when a clean install of QBMac2020 and Server, are added?

 

TonyRotzoll
Level 1

Quickbooks 2020 Macintosh certificate

Great research Bill.

I also have 2 certificates that expired 08Aug2021

So, should those certificates be deleted?

And new ones generated from a clean install of QBMac2020 App, and Server?

TonyRotzoll
Level 1

Quickbooks 2020 Macintosh certificate

I changed the expired server and app certificates to "always trust", in keychain.

The expired mark changed from the red "x" to the normal color.

However, when I did a clean install, and launched the server, the client, (on the same Mac)

had the exact same error "QuickBooks lost connection to the company file."

So far, only on Plist file generated in preferences.  

bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

As stated in the title and throughout my problem description, this is a Macintosh installation so these instructions are completely irrelevant and inapplicable.

 

The “idea to add or install the certificate” is not only not the same but isn’t even vaguely similar as the certificate is automatically generated and added to the keychain when Quickbooks Server is first launched. There is no right-click functionality even remotely similar to the action in Windows.

 

The entirety of “Troubleshoot multi-user issues for QuickBooks Desktop for Mac” is also inapplicable as Quickbooks Server and QuickBooks are running on the same computer. Nothing is being shared nor is networking involved.

 

I will reiterate that everything has been working fine for almost two years and the issue is that the automatically-generated certificate expired on Sunday. As I also mentioned, I have now clean installed QuickBooks on two different computers with the exact same result.

 

Hopefully there are some Macintosh applicable suggestions?

 

Thanks.

bill_the_cat
Level 1

Quickbooks 2020 Macintosh certificate

There is nothing that we, as users, can do. This is something that Intuit needs to fix by issuing a new certificate.

 

Deleting the certificates does nothing as QuickBooks Server generates a new certificate on launch, which is the same as the deleted certificate. "Trusting" the certificate does nothing as it is still expired so cannot be used for security.

 

Unfortunately, we are beholden to Intuit to fix this issue so that we can continue to use the software that we paid good money for ... but, all I hear are the crickets ...

Fiat Lux - ASIA
Level 15

Quickbooks 2020 Macintosh certificate

@IntuitBrooks 

I noticed there is an open investigation about the certificate issue.

Nadavoid
Level 2

Quickbooks 2020 Macintosh certificate

Looks like a fix is available in the latest software release. A different support request actually got help: https://quickbooks.intuit.com/learn-support/en-us/install/quickbooks-mac-2020-unable-to-open-company...

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