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OSV-MikeM
October 4, 2022
Question

"Connection has been lost" when on different subnet/VLAN - except for QB Admin.

  • October 4, 2022
  • 11 replies
  • 41 views

Hello,

 

We have QB Enterprise (mfg) 2021 and our company file set up on WS2019 and it has been working very well up to this point, however my network has grown to the point where I need to start separating our original /24 subnet into VLANs with different IP ranges. The problem is that when I move any of our existing client PCs (or the server itself, despite setting static DNS A-records) over to a new VLAN, they are unable to use QB - unless logging in with the QB Admin credentials. This is not an NTFS permissions issue or a network path issue - the users can all access the company file and everything else in that shared directory as usual. I have also temporarily disabled the server firewall to ensure that isn't the issue.

 

The problem can be replicated by moving a PC to a different VLAN and simply launching QB. The normal QB login prompt appears and the user is authenticated, but then is immediately presented with "Connection has been lost" error. This also occurs if the user manually browses to the company file and double-clicks it to launch QB.

11 replies

MJoy_D
MJoy_DQuickBooks Team
QuickBooks Team
October 4, 2022

Let's resolve the error you're having when using your QuickBooks Desktop, @OSV-MikeM.

 

This error can be caused by the folder where the file is saved that needs additional permission, or the QuickBooks file may be corrupt.

 

You can resolve this error by restarting Database Server Manager, moving the file to a different folder, or setting the power saving option to never. 

 

To restart your Database Server Manager, see this article for detailed guidance on how to restart it on your server computer if you installed QuickBooks Desktop and Database Server Manager or if you only installed Database Server Manager: Use QuickBooks Database Server Manager.

 

If you're still having an error, try running the Quick Fix my Program from the QuickBooks Tools Hub. 

 

Here's how:

 

  1. Close your QuickBooks. 
  2. Download or get the latest version of the QuickBooks Tool Hub.
  3. Follow the on-screen steps to install and agree to the terms and conditions.
  4. In the QuickBooks Tools Hub, select Program Problems.
  5. Click on Quick Fix my Program.

 

If the error persists, run the QuickBooks File Doctor from the QuickBooks Tools Hub. For more information on how to restart the server and workstation, check your network, disable power management settings on the server, and fix hosting on all computers, check out this article: Error message: Connection Has Been Lost.

 

For more information on how to map a network drive, or access a folder stored on another drive, server, or computer over a network, refer to this article: Map a network drive in Windows. 

 

To learn more about the tasks you can perform in a single or multi-user mode in QBDT: Features available and tasks you can perform in a single or multi-user mode in QuickBooks Desktop.

 

If you have other concerns about your QuickBooks Desktop company file, I'm always ready to help. Take care, and I wish you continued success!

O
OSV-MikeMAuthor
October 5, 2022

Thanks for the boilerplate response, but I've already been through all of those options.

 

As an IT pro for 20+ years, I'm 99% positive that this issue is a result of moving the client from one subnet to another. Nothing else has changed in our environment. This issue occurs when either client or server changes IP address, and I need both of them to have new addresses.

For example:

 

server IP address: 192.168.1.100 (VLAN 1)

client IP address: 192.168.1.99 (VLAN 1)

---- user has access to shared drive and company file (located on QB server)

---- user logs into QB as usual, continues as usual

client IP address:10.10.10.99 (VLAN 10)

---- user has access to shared drive and company file (located on QB server)

---- user logs into QB as usual, but receives the "Connection ... lost" error.

for this to be the case, both NTFS & share permissions, as well as the network path must be correct (i.e. DNS, routing, & firewall)

 

It's interesting to note that if QB is installed on a client after the IP/VLAN migration (i.e. 10.10.10.99 / VLAN 10), QB works normally, which proves that the issue cannot be related to NTFS/share permissions or network path.

O
OSV-MikeMAuthor
October 14, 2022

I'm going to continue to document my issue for anyone else who may run into the same problem.

 

I've done some additional testing and have found:

 

QB uninstall -> repair operation has no effect on an existing client that is experiencing this issue.

QB uninstall -> uninstall -> reinstall also has no effect.

QB uninstall -> uninstall & manually purging everything related to QB/Intuit from the following places prior to reinstall is also ineffective:

--- Program Files (x86)\Intuit...

--- ProgramData\Intuit...

--- ProgramData\Common Files\Intuit...

--- %LocalAppData%\Intuit...

--- %LocalAppData%\Temp

--- Windows registry (multiple keys)

--- Maybe some other places that I don't recall

 

This method had partial success in that User A can authenticate with QB, but immediately receives the Connection error (the issue I'm trying to resolve), but User B is able to authenticate and open the company file - occasionally being able to get some work done before the connection error appears (same problem, but occurs later). The QB Admin user can authenticate and work with the company file as usual.

 

I should probably also mention that QB is fully updated with latest patches, Windows is fully patched and device firmware is also up to date. Also, Antivirus (Webroot) exceptions have been made for every Intuit/QB directory that I can find.


More details:

 

This seems to be the most relevant portion of the QBWin.log file that I've found so far:

 

  • tasktracking.cpp (775) : CHECKPOINT: 11196: Fri Oct 14 13:45:04 Cumulus:'{QbUser}' Push Button (Create Item Receipts (Editing Transaction...) ) &Save && New
  • dbspecificerrorhandler.cpp (66) : MESSAGE: 11196: Fri Oct 14 13:45:04 LVL_ERROR--DB error -308 ErrorMessage:'Connection was terminated' from file:'src\sadbsess.cpp' at line 8797 from function:'SADBSession::MapConnectionUid'
  • debug.c (1629) : CHECKPOINT: 11196: Fri Oct 14 13:45:04 The connection to the company file has been lost.

 

The user was logged in and working with the company file when the disconnect occurred, as you can clearly see from the first line.

 

Antivirus and firewalls have been disabled on client & server.

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