QuickBooks

QuickBooks 2013 R7 Bug–and Fix

Written by Charlie Russell

Here’s a good example of why I always tell people to not install a “manual update”, instead you should wait for the “automatic update”. QuickBooks 2013 R7 was just released yesterday, and already we have found a bug that could cause some problems for people. Fortunately, there is a fix available that solves the problem.

Update 7/1/2013: Please note that R7 has multiple errors – and that Intuit has released the R8 update to fix those. See this article: https://www.accountexnetwork.com/blog/2013/07/quickbooks-2013-r8-released/

Manual vs. Automatic Updates

When a new version of QuickBooks is released, it comes out as a “manual” update first. That is, you have to go to the Intuit QuickBooks Support update page and click on the “update” button to download a patch file that you can use to update your installation. About a week later, usually, Intuit will then enable the “automatic” update process, where the patch will be pushed out to any QuickBooks installation that has automatic updates enabled. Sometimes they don’t wait a week, and the automatic update comes out a the same time as the manual update.

Personally, as a ProAdvisor, I always turn off “automatic updates” for my clients. I’ll tell them when it is OK to install an update. People might not always agree with me, but I have several good reasons:

  1. Automatic updates can be disruptive: Someone sees the notice that an update is available, and they just go ahead and install it. Unfortunately, sometimes this creates problems. The update may take time, and so the workstation is out of service.
  2. Program updates sometimes require a file conversion, which sometimes (not always) means that OTHER users cannot use the file until THEY install the update on their workstation. What if someone starts this process just before some critical process, like processing payroll? I prefer to do these updates in a controlled situation, when I know that it won’t disrupt the client’s workflow.
  3. Updates sometimes change the workflow or require some manual fix: A feature may work differently, or there may be a manual data fix that is required. This isn’t normal for an update, but it can happen. I want everyone to know what the changes are in case there is a database correction that we have to deal with. Intuit does NOT do a good job of telling us what the changes are in an update.
  4. Update releases sometimes introduce new bugs: This is the MAIN reason why I don’t like manual updates – sometimes the update creates a new problem, so I don’t want to rush out and install the update right away. I want OTHER people to be the guinea pigs (or, perhaps I should say “be the field testers”). The week (usually) between a manual update and an automatic update is the period when we see if the update creates new problems.

The 2013 R7 Bug

So, QuickBooks 2013 R7 was released on Tuesday (actually, very late on Monday evening, but probably nobody downloaded it then), and by mid afternoon on Tuesday we have our first report of a serious bug.

This relates to add-on products, any QuickBooks compatible software that uses either the QuickBooks SDK or IPP interfaces. That is, just about ANYTHING written by a third party developer that works with the Windows desktop version of QuickBooks. If that application tries to perform one of the following transactions, QuickBooks will immediately crash:

  • Request a copy of the Item List
  • Add an Employee
  • Update an Employee
  • Add a “special item”

In my test (with my own add-on software), as soon as the program asked for the item list QuickBooks would display an “unrecoverable error” window with error 00000 37760.

QuickBooks Unrecoverable Error 00000 37760

Once you close this window QuickBooks will usually (but not always) terminate. In many cases your add-on product either freezes or loses connection with the QuickBooks database.

Note that for IPP applications, the app won’t freeze or see the problem, because they don’t work directly with the QuickBooks desktop database. The problem here will be the Sync Manager utility, which should cause problems when it tries to work with the desktop file. I have not tested this aspect of the problem – I have only tested this with SDK based applications.

There is a Fix!

Fortunately, the technical staff at Intuit created a fix for this VERY quickly. I have to say that I’m very impressed with how quickly they responded, helping me with this late into the evening on Tuesday.

There is a small program file that has to be replaced, once this is done the problem goes away. Simple to do if you are reasonably familiar with Microsoft Windows, not too complicated if you aren’t.

I’m not going to post the patched file here – if you run into this problem you should contact your add-on software developer and ask their assistance. If they aren’t aware of the problem, have them contact me directly and I can point them to the patch in the Intuit developer forums.

Please note that at the time that I’m writing this Intuit hasn’t announced how they are going to deal with this issue (other than posting the fix in the developer forum). I see four options, and I don’t know which they’ll implement:

  • Ignore the issue and let add-on developers handle it (I doubt that they’ll use this option).
  • Fix the manual update (but some people already have it, so that leaves some with the problem).
  • Just fix the automatic update (bigger problem, for those who do manual updates).
  • Use their new critical fix mechanism to push out the fix (I don’t know if that process works with this kind of update).

Note Added after initial publication: It looks like Intuit will be using the “critical fix” mechanism to push out this correction. However, I don’t have details on how that will work or what revision number we will see for this. In my opinion, this is probably the best way that Intuit could deal with this, and it is exactly the kind of situation that the “critical fix” mechanism was set up to handle.

About the author

Charlie Russell

Charlie Russell has been involved with the small business software industry since the mid 70's, and remembers releasing his first commercial accounting software product when you had an 8-bit microcomputer with one 8 inch floppy disk drive. He has a special interest in inventory and manufacturing software for small businesses. Charlie is a Certified Advanced QuickBooks ProAdvisor with additional certifications for QuickBooks Online and QuickBooks Enterprise, as well as being a Xero Certified Partner. Charlie started blogging about QuickBooks in 2008 (Practical QuickBooks) and has been writing for the Accountex Report (formerly the Sleeter Report) since 2011. He retired from accounting and QuickBooks activities in early 2018.

Visit his CCRSoftware web site for information about his QuickBooks add-on products. He is also the author of the California Wildflower Hikes blog.

25 Comments

  • Charlie
    Thank you for the very timely and important information.

    Situations like these really do enforce the policy for NOT manually downloading a QuickBooks update.

    As Developers we try to stress that policy with our customers – but they do not always listen – some must learn the hard way – and other will always blame us for the problem – even after installing an additional QuickBooks fix.

    I urge everyone reading your article to stress this policy with their clients, especially if their clients work with 3rd party desktop apps!

  • What would I do without you, Charlie. I just got a support call for my 3rd party app. It works perfectly on a machine with 2013 R5 and crashes when we ask for a class code report on a machine with 2013 R6. They didn’t even make it to R7. I’m about to lose my Friday….

  • Note to everyone (I may write a followup article about this later on). Intuit is pushing out the fix for this problem via the “critical update” feature. If you have “automatic updates” turned on, you will get the updated DLL through that mechanism. If you have it turned off, you can get the update by going to the “update QuickBooks” option in the Help menu, and doing an “update now”. This will pull in the “critical fix”. Note that it won’t tell you that a critical fix is done, explicitly.

    If you see, in the F2 product window, “Release R7P+U(121026B)” or just “Release R7P”, you don’t have the downloaded critical fix.

    If you see “Release R7P+U(130606A)” then you have this critical fix

  • We tried your fix on Friday..it seemed to work for a bit then the app we use kept crashing still. Used the update feature in Quickbooks today…back to square one, the app keeps crashing.
    Any ideas?

    • Adam, there are a lot of reasons why an integrated app might crash, that might not be related to this particular issue. I would suggest that you talk to the company that created the app, for starters.

  • I can confirm that we have many customers who updated to the latest ‘Release R7P+U(130606A)’ and they are experiencing this unrecoverable error at some point. So far I have managed to identify the trigger at one client which is if QB raises a particular error while trying to add an invoice to QB then it crashed. Although there might be many other triggers as well, and possibly this might happen with any QB error. 🙁

  • We installed the R7 update for QB Enterprise and our inventory data was practically inaccessible by search. We spent over 4 hours on the phone to no result. Fortunately, we were saved as one computer did not upgrade and their items list etc was working just fine.

    We had to all uninstall QB then ask Intuit to link us to an install of QB Enterprise up to R6. Fortunately, this solved the problem, however, will be unable to upgrade to R7 until this searching glitch is resolved.

  • R7 corrupted any confidential type #’s in my clients Enterprise file. SS#, Vendor tax id#’s , bank account and credit card #’s in the chart of accounts and employee direct deposit bank account #’s. Fields are all random characters. Still waiting for Intuit escalation to produce a fix.

    • Nannette, it isn’t always clear if R7 actually did the corruption, or if it is just pointing out existing corruption. Some of the R7 changes have to do with pointing out where the corruption already existed, so it is possible that the problem has been there before. I’ve seen that in several cases – if we look at the pre-R7 version of the file we find that the corruption already was there but just not as obvious.

      HOWEVER, that isn’t proof that the problem isn’t new in your case – without hands on the file there isn’t a way for me to say. It is entirely possible that a problem was created by this release in some situations.

  • Hey, just called what I thought was QB and they stated I need to pay them to fix my file that they state is now corrupt after I ran the R7 update.

    Qulckbooks Live Help – Qulckbooks Support @1-800-987-7812
    quickbooks-help.xpertsquad.com/
    Help For Qulckbooks By XpertSquad

    DO NOT CALL THIS COMPANY IT’S A SCAM!!!!!!!!!!!!!!!!!!

  • Having and issue with QBPro 2014, release R7P (I know this post references v 2013). Running 2 user, one computer installed the update. The second computer cannot get the update, the program just hangs (and yes, we’ve given it lots of time to run). Can you point me to a solution? Thanks in advance!

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