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Community Explorer **

QB Payment Service popup window causes QB to crash

When I open an invoice in QB I am getting a popup window titled QuickBooks Payment Services, see attached screenshot. When I click OK to close it QB crashes. This is a new popup window and the crash is consistent. Is anyone else having this problem? 

Solved
Best answer 07-03-2018

Accepted Solutions
Highlighted
QuickBooks Team

Re: QB Payment Service popup window causes QB to crash

Hello, @Marvin-H.

 

Welcome to the QuickBooks Community. You've come to the right place for help with issues like these. I want to narrow down what might be causing the issue; whether that be the company file or the software itself.

 

If you don't mind, I'd like you to try running a rebuild and a verify on your file. It could be that some component of your file is damaged, and that could be causing the crash. The Rebuild and Verify will Clean up any data damage within the file and diagnose anything that might need your attention. Please follow the steps below: 

 

Run the Rebuild Data utility

  • Go to File in the upper left-hand corner, then click Utilities Rebuild Data.
  • On the QuickBooks Information window, select OK. Follow the prompts to save a backup.
    Note: Your computer may display QuickBooks is not responding. However, as long as you can see your mouse cursor move, Rebuild is still ongoing. Wait for it to complete.
  • Select OK when you see Rebuild has completed.

Run the Verify Data utility

  • Go to File in the upper left-hand corner, then click Utilities Verify Data.
  • If you see QuickBooks detected no problem with your data, select OK. You may continue using your company file.
  • If Verify finds an issue with your data, you will be prompted to Rebuild Now or View Errors. Select Close, then perform the steps below.
    Important: Continue with the following steps if you are comfortable reviewing the QBWin.log or the QuickBooks.log file. Otherwise, you may contact support for additional help.
    1. Find QBWin.log or QuickBooks.log files.
      Note: If you are working with a support agent, go to the Tech Help window (press F2, then F3 on your keyboard). Go to the Open File tab, highlight the log file, then select Send log files to Intuit support. This will send the file to a repository that will enable the support agent to view your log files.
    2. Check the log file.
    • For Windows: Search (press Ctrl+on your keyboard) for BEGIN VERIFY, then locate the most recent file (logs are in date order with the latest at the bottom).
    • For Mac: Scroll all the way to the bottom for the most recent Verify information
    1. Find the line that contains the LVL_ERROR, then check Top data damage errors in QuickBooks Desktop or search it in the QuickBooks Learn & Support site.
      Note: Errors within both log files might not be exactly the same but are presented in the same format.

If the Verify comes back with no errors, try triggering the crash again. If you find that your software is still crashing, you may need to perform a Clean Reinstall of QuickBooks. You can find steps to do so here. Just in case you need it, I'm also attaching the article for troubleshooting data damage within the file here.

 

Be sure to keep me posted on your progress, and if you have any additional questions, feel free to reach out to me here in the Community.  

5 Comments
Highlighted
QuickBooks Team

Re: QB Payment Service popup window causes QB to crash

Hello, @Marvin-H.

 

Welcome to the QuickBooks Community. You've come to the right place for help with issues like these. I want to narrow down what might be causing the issue; whether that be the company file or the software itself.

 

If you don't mind, I'd like you to try running a rebuild and a verify on your file. It could be that some component of your file is damaged, and that could be causing the crash. The Rebuild and Verify will Clean up any data damage within the file and diagnose anything that might need your attention. Please follow the steps below: 

 

Run the Rebuild Data utility

  • Go to File in the upper left-hand corner, then click Utilities Rebuild Data.
  • On the QuickBooks Information window, select OK. Follow the prompts to save a backup.
    Note: Your computer may display QuickBooks is not responding. However, as long as you can see your mouse cursor move, Rebuild is still ongoing. Wait for it to complete.
  • Select OK when you see Rebuild has completed.

Run the Verify Data utility

  • Go to File in the upper left-hand corner, then click Utilities Verify Data.
  • If you see QuickBooks detected no problem with your data, select OK. You may continue using your company file.
  • If Verify finds an issue with your data, you will be prompted to Rebuild Now or View Errors. Select Close, then perform the steps below.
    Important: Continue with the following steps if you are comfortable reviewing the QBWin.log or the QuickBooks.log file. Otherwise, you may contact support for additional help.
    1. Find QBWin.log or QuickBooks.log files.
      Note: If you are working with a support agent, go to the Tech Help window (press F2, then F3 on your keyboard). Go to the Open File tab, highlight the log file, then select Send log files to Intuit support. This will send the file to a repository that will enable the support agent to view your log files.
    2. Check the log file.
    • For Windows: Search (press Ctrl+on your keyboard) for BEGIN VERIFY, then locate the most recent file (logs are in date order with the latest at the bottom).
    • For Mac: Scroll all the way to the bottom for the most recent Verify information
    1. Find the line that contains the LVL_ERROR, then check Top data damage errors in QuickBooks Desktop or search it in the QuickBooks Learn & Support site.
      Note: Errors within both log files might not be exactly the same but are presented in the same format.

If the Verify comes back with no errors, try triggering the crash again. If you find that your software is still crashing, you may need to perform a Clean Reinstall of QuickBooks. You can find steps to do so here. Just in case you need it, I'm also attaching the article for troubleshooting data damage within the file here.

 

Be sure to keep me posted on your progress, and if you have any additional questions, feel free to reach out to me here in the Community.  

Community Explorer **

Re: QB Payment Service popup window causes QB to crash

For some reason the pop up window stopped popping up. Maybe it was set to time out after showing up some number of times. 

QuickBooks Team

Re: QB Payment Service popup window causes QB to crash

I'm glad to hear the message isn't interfering anymore. Should that notification pop up again, be sure to let me know. If you have any other questions for me, please feel free to reach out to the Community again. 

Senior Explorer **

Re: QB Payment Service popup window causes QB to crash

I am having this problem and the above steps did not help.

QuickBooks Team

Re: QB Payment Service popup window causes QB to crash

Hi there, delete.

 

Aside from the steps given above, follow these additional troubleshooting that can resolve the issue:

 

In case QuickBooks is still crashing down, please contact our phone support. They'll take a closer look at this to check what's causing the issue. Here's how:

 

  1. Click the Help menu and select QuickBooks Help
  2. Click Contact Us
  3. Enter a brief description of your concern and click Continue.
  4. Select either Start messaging or Get a callback.

Visit us again in the Community if you have other questions. 

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