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Level 1

company file locking up on exit

QB Desktop Enterprise 18.

Intermittent problem with not releasing upon closing. I have 4 companies and only 2 exhibit this behavior. After selecting "File-Close Company/logoff"" I can then go to any other company normally but the one I left can't be logged into again. When I look at the company file in file explorer, it shows a file size of Gigabytes or terabytes, and if I try to manipulate it in any way, it says it is being used by another process. Database manager shows no one connected to that company file. QB enterprise support is no help and keeps blaming my network (I've changed the adapter). The only way I can recover is to cold start the server (Windows Server 2012R2), run file doctor on the company file (it always says it could find nothing wrong) but then the file is back to the 110Mbyte size and works fine for a few days. VERY disruptive to our business, and if I leave out any of the recovery steps it doesn't fix it, BTW if I run file doctor before the server cold restart, File doctor crashes.  The environment is A Lenovo RD350 server with approx 15 Windows 10 workstations.

5 Comments
QuickBooks Team

company file locking up on exit

This is not the impression we want you to have when using QuickBooks Desktop Enterprise, @billb3.

 

Let me add some details about closing company files. When you close the file, it may still be running in the background. Online backup is one possible reason that has caused this to run in the background even if you have closed it. 

 

For additional information, you may check this article: What to do if you can't open your company file in QuickBooks Desktop. This can guide fix general problems when your company file won't open. 

 

Also, to guide you more about Data service manager in QuickBooks Desktop, feel free to check this article: Use QuickBooks Database Server Manager.

 

Let me know if there's anything that I can help with opening your company files. Know that I'm always here to help. Have a wonderful day!

Level 1

company file locking up on exit

thanks, I'm dubious  about a back-up problem. My back-up is through AOEMI back-up to an off-site NAS device on a separate subnet and runs at 12:01 AM. Also this NEVER happens on 2 of the four company files. Also I failed to mention that this problem surfaced when I upgraded from Enterprise 17 to Enterprise 18. I will turn off the backup for a couple days and see what happens but I'm not optimistic.

QuickBooks Team

company file locking up on exit

Hey there, @billb3

 

Thanks for following up with us. I'd like to provide additional information for your concern. 

 

Along with what my colleague has provided above, I recommend running some troubleshooting steps to your company file and desktop performance. Since you stated that this is only happening to 2 out of 4 of the company files, this leans more into the issue with your company file.

 

To clarify, are the 2 company files having the issue located in another folder on the desktop aside from the 2 working files? If so, I recommend moving the 2 non-working file into the same location as the 2 working files. Additionally, how large are the files that are having issues? QuickBooks' performance decreases as the size of the company file increases. There are no actual limits on the size of your company data file, but performance may be hindered if your network cannot handle large data files. I've included a few suggestions below that you can do to optimize your company file. 

 

  1. Reduce your Database (DB) File Fragments. Excessive DB File Fragments can degrade the performance of your computer. See Database (DB) file fragments for more details.
  2. Resort your Master Name List (customers, vendors, employees, and other names), your Chart of Accounts, and your Item List. It's recommended to do this to your lists weekly. Use steps from: Qbwin.log: Verify Account Balance failed.
  3. Verify your company file weekly. See Resolve data damage on your company file.
  4. Transaction log files (TLG ) keep track of changes to the file since the last backup. Large TLG files can cause performance issues. However, do not delete the TLG file. Instead, make a manual backup with full verification to reset the TLG.

You can see more ways to optimize your company file in Resolve QuickBooks Desktop performance issues: Manage your data file.

 

I'm also including an article about optimizing your QuickBooks below. This way, you can check out some of the steps you can take to get your QuickBooks working and running smoothly. 

 

Please know you can reach out to the Community or me any time you need a helping hand. We've got your back. Take care! 

 

Level 1

company file locking up on exit

The company files affected are 134MB and 346MB.  They are stored in a dedicated folder on the server on a mirrored 2TB drive. When they act up, they fill the drive to 95+% The files have been verified, defragged, and run through QBFD  numerous times. I have attempted to delete the company file so as to replace it with a BU copy, but it will not delete as it says it is in use by another app. If I view the properties in File explorer it says the file is of normal size but is taking approx 1.5TB of space on the drive. The only way I can resolve it is to cold reboot the server and then QBFD. You can imagine how disruptive that is to 4 veterinary clinics all running quickbooks for accounting plus a practice management app. I am beginning to think I need to put in a dedicated file server ( I can get small ones refurbished for a few hundred bucks) for each QB company file so I can reboot as needed without the disruption to the entire practice. I also have a new SR630 server running Server 2019 and I was planning to move the environment to the new server and upgrade to QB enterprise 20 over thanksgiving, but am concerned I could make the problem worse. I have also looked at the winlogs in the QB toolhub but can't see anything that jumpa out at me. Maybe the thing to do is to move the 2 problem files to the new server and see if the problem goes with them. I really think it's some anomoly with QB18 as it showed up the week following my update from QB17. The only problem is I have to keep the files synchronized as to level as all files are used by some employees so I can't take one company to QB20 without taking them all. I apologize for the rambling but I hope thereis some thing that you notice that I have missed.  Thanks

QuickBooks Team

company file locking up on exit

Hello, billb3. 

 

Thank you for reaching back to us. As mention by my peer above, try to move the two affected files to another server to check if the same scenario happens. If the same thing happens, I recommend reaching out to our customer support team. This way, we'll be able to pull up your account in a secure session then escalate this underlying issue. Before diving in, I want to ensure you get prioritized on your concern. You can refer to this article. It includes the time when support available: Support hours and types.​​​​ 

 

Here's how to contact our Customer support team: 

 

  1. Click the Help, then choose QuickBooks Desktop Help (F1) 
  2. Press Contact Us. Then enter your questions, and hit Let's talk
  3. Choose a way to connect with us: 
  • Chat ( Start a chat) 
  • We'll call you ( Get a call) 

 

call.PNG
 

I'll add a handy article, where it tackles file sizes and its limitations. Use the Condense Data utility

 

Let me know if you have any other questions. I'm here to ensure your continued success. Have a good one. Stay safe!

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