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Community Contributor *

QB Desktop Pro 2019 incorrectly thinks UAC is set to high

I'm curious as to whether or not anyone else in the community is experiencing the same problem as us with scheduled reports.  We recently upgraded from QB Desktop Pro 2016 to 2019 on a Windows 10 workstation, which is the only place it's running.   Yesterday, we attempted to set up scheduled reports.  Once the report schedule was created, QB stated that our UAC (User Access Control) was set to high and wanted us to change it to low.  I always have the UAC set to low or OFF.  I verified that it was in fact set to low/off.  I verified that we're in single user mode.  QB is NOT in a hosted environment.  The user has Windows administrator privileges.  Since it appeared everything was set up correctly, I contacted QB Support.  I spent 90 minutes with Level 1 and another two hours with Level 2.  The Level 2 support finally told me that her "Backend" support team said that it's a problem with Windows and even though the OS says UAC is set to off, it's somehow not.  I asked if she had shared her Glance screen (remote desktop sharing) with this backend team so they could actually look at my workstation to make that determination and she said no.  In other words, they're just guessing without ever looking at my workstation or doing any diagnostics to prove their theory.  I'm very disappointed with QB support.

 

I'd be very interested to know if anyone else has had this issue with scheduled reports and if you've been able to get it resolved.  Any advice would be greatly appreciated.

5 Comments
QuickBooks Team

Re: QB Desktop Pro 2019 incorrectly thinks UAC is set to high

Our engineers are already working to fix this behavior, reiddg.


I'll mention your name here when this is resolved, so you'll be notified through email. In the meantime, you can create the report you need and send it to the one who needs it. You can also click on Memorize to save your customization. This will be our workaround for now.


On the other hand, I'll pass along your feedback to our management. In that way, they can create more ways to improve your phone support experience.

 

If there's anything that I can help, feel free to reply on this thread.

Community Contributor *

Re: QB Desktop Pro 2019 incorrectly thinks UAC is set to high

Thank you, JessT, for your response and your workaround.  To test further, I have right clicked the QB icon and selected "Run as Administrator" but I still received the "UAC is set to high" message when in Scheduled Reports. 

 

QuickBooks Team

Re: QB Desktop Pro 2019 incorrectly thinks UAC is set to high

Hey @reiddg,

 

I'm glad the workaround offered by my colleague @JessT worked for you. But he also mentioned that this has been already reported to our engineers.

 

There's nothing to worry, our engineers are already fixing this, and will inform us immediately of a permanent solution.

 

I personally want to assure you that they'll work on this non-stop until it gets fixed. We want to get you back to business as soon as possible.

 

Also, I suggest contacting our QuickBooks Desktop Support team. This way, you'll be added to the list of affected users.

 

Here's how you can contact them:

  1. Open your QuickBooks account.
  2. Press F1 on your keyboard.
  3. Choose Contact Us.

And once you're on the list, you'll then receive email updates about this ongoing concern. I'll personally get back to this post once we hear from our engineers.

 

We appreciate your patience with us while we're fixing this. Don't hesitate to leave a comment below if you have any other concerns.

Community Contributor *

Re: QB Desktop Pro 2019 incorrectly thinks UAC is set to high

Allessandra,

 

I'm confused.  I was the one that reported the problem but you're telling me that I have to sign up to get notified of the fix?  I would think that my name should be at the top of the list since you couldn't resolve the issue for me.  Additionally, I was instructed to fill out a bug report, which I did.  I would expect that either of these should have qualified me to be notified when a fix is implemented.  

QuickBooks Team

Re: QB Desktop Pro 2019 incorrectly thinks UAC is set to high

Thanks for getting back to this thread, @reiddg.

 

As much as I would love to get this handled directly, pulling up your account to add to the list of affected users requires your company information, which I am unable to do in this public forum for security purposes.

 

That is why I encourage you to contact our QuickBooks Desktop Support Team so you'll receive live email updates about this issue. Once you're with our specialists, please inform them to add you to the investigation number INV-12177.

 

Here's how to contact our customer 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.

I appreciate your understanding as we work through this. If there's anything else I can do for you, please let me know. I'll be around to help you out.