QuickBooks

QuickBooks 2017 R5 Problems

Written by Charlie Russell

I’m seeing reports of QuickBooks 2017 R5 problems that occur if you are using certain kinds of QuickBooks addon programs. Poor performance and even QuickBooks crashes. If you are using any QuickBooks add-on product I recommend that you don’t install the QuickBooks 2017 R5 update at this time, until Intuit resolves the problem.

4/11/2017 PLEASE NOTE: Intuit has RESOLVED this problem, see the article at https://www.accountexnetwork.com/blog/2017/04/quickbooks-2017-r5-problem-resolved/ for details

QuickBooks 2017 R5

Intuit released the QuickBooks 2017 R5 update last month, and it has one big change and several small corrections. Most changes were minor bug fixes and spelling corrections. The main change, however, is the update to the security update that modifies how password management works, allowing you to stay “logged in” for a specific period of time without having to reenter your password. This is the same update that Intuit included in QuickBooks 2015 R13 and QuickBooks 2016 R10 (see details in this article).

QuickBooks 2017 R5 Crashes and Slowdowns

If you are using a QuickBooks add-on product then you might see this problem. What I’m seeing reported is that performance of the QuickBooks add-on product gets slower and slower, as the data flow from the QuickBooks database slows down. Eventually QuickBooks itself will crash (several different error messages have been reported).

This doesn’t affect all QuickBooks add-on products. It isn’t clear what exact activity triggers this, although there are some clues. Each of the products that has reported this problem, as far as I’ve seen it, is one that is used to access large volumes of transaction data. There is a generic Transaction Query that many database tools use, and this might be the common thread, although it is too early to tell. I’ve tested my own QuickBooks SDK products and they don’t run into this problem, but my products aren’t using this kind of transaction query.

FLEXquarters is reporting issues with the QODBC driver, which many people use to access data from QuickBooks desktop (see this support article).

Clearify also is reporting similar issues with their very popular QQube reporting tool.

I see reports that this also is a problem with Synergration’s tools that extract data from QuickBooks, but I haven’t confirmed that this is a 2017 R5 issue (but I suspect that it is).

This is not the fault of the add-on developers, this is an issue on the QuickBooks side of things.

What Can You Do?

At this point, if you have not updated to QuickBooks 2017 R5, I would definitely hold off updating.

If you have already updated, you have two options.

  • Roll back to 2017 R4, which can be complicated. You have to uninstall what you have, and locate the install files that can update you to 2017 R4. You will have to talk to Intuit support for help with this (or a very knowledgeable QuickBooks ProAdvisor).
  • Wait for Intuit to issue an update that fixes this. I know that they are aware of the problem, but they have to pin down what the error is and come up with a fix that doesn’t create additional problems. It is hard to say how long that might take.

4/11/2017 PLEASE NOTE: Intuit has RESOLVED this problem, see the article at https://www.accountexnetwork.com/blog/2017/04/quickbooks-2017-r5-problem-resolved/ for details


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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 the managing editor and primary writer for the Sleeter Report since 2011. Charlie can be reached at charlie@ccrsoftware.com

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

28 Comments

  • That’s weird. Not sure how a Security update fix impacting add on programs. Did restart of QB or services help before crash?? Memory usage patterns may help in identifying a workaround till they provided a fix.. I hope there is no loss of data!!

    • There isn’t necessarily a connection between the security changes and the SDK issue. Note that there often are many changes in a release that Intuit doesn’t tell us about. It very likely is something that was changed internally without our being notified. That happens often. Note that this same security update was released in other versions of QuickBooks and they don’t have the same SDK issue.

      From what I’ve seen so far, the issue relates to a read-only transaction. This isn’t updating data in the database. I’m reasonably sure that there is no issue with loss of data, etc., other than what you might lose if multiple people are updating data and then the database server crashes.

      • Charlie, does anyone have R4 for Enterprise?

        I am totally screwed after doing the R4 to R5 update. Spent days trying to “fix” windows Server 2008 r2 with no success as per QuickBooks diagnostics and tech support.

        2017 R1, which I kept a copy of, but unfortunately I just did the R2-R5 incremental updates as they came in and didn’t download the installation files.

        QuickBooks won’t supply me with R4 and I have Enterprise level support. I am STEAMED!

        Thanks!

  • Quickbooks R5 is also crashing with certain built in reports. In our case with Canadian Quickbooks when we try to issue Record of Employment it crashes. We called Quickbooks about this issue they didn’t have any answers.

    • The ROE crash on CA may be unrelated to this but can be because of recent ROE compliance changes QuickBooks implemented. Please report the crash number with details so that the ROE problem can be resolved in next release. I hope you didn’t loose any data. Please double check when you are reporting it to CRA.

    • Which particular reports? Note that updates aren’t always synced between the US and Canadian versions. And, unless we have widespread reports of this kind of issue, you can’t rule out that it is something related to a particular instance of QuickBooks.

  • If anyone has the R4 update for QuickBooks Pro, Premier, or Enterprise, please post a link to it. If I had it, I would set up a open folder on DropBox, OneDrive, or Google Drive to share it.

    • Keith, we generally don’t post links like that here, for a variety of reasons. You, as a ProAdvisor, should be able to get that info from Intuit. I might also be able to help you if you wish to contact me directly.

    • Keith, does anyone have R4 for Enterprise?

      I am totally screwed after doing the R4 to R5 update. Spent days trying to “fix” windows Server 2008 r2 with no success as per QuickBooks diagnostics and tech support.

      2017 R1, which I kept a copy of, but unfortunately I just did the R2-R5 incremental updates as they came in and didn’t download the installation files.

      QuickBooks won’t supply me with R4 and I have Enterprise level support. I am STEAMED!

      Thanks!

      • Dave – I was wondering if you cared to share the specific problems you are having with Windows Server 2008 r2 as a result of the QBES R5 update?

        • William,

          I should have kept better notes. But this info I have:

          QuickBooks lower level techs kept telling me it was a Windows corruption problem. May be but I don’t believe it because R4 installed perfectly.

          I installed all Windows updates and ran Chkdsk. I didn’t have the original installation DVD at the location so I never did a system repair.

          Kept getting Error 1904 Module failures, ICWrapper.dll failed to register errors. And Errors on registering QuickBooks Library files.

          Then QB R5 either failed to install or installed but crapped out on startup.

          Tried using the QB Install tool to repair errors and repair or reinstall windows components.

          Did this at least 6 times.

          Kept repairing Net Framework 3.5 and 4.6 and C++
          Reregistered MSXML DLL files
          Repaired MSXML 6.0 and 6.0 EX installations
          Registered QB Library Files
          etc. etc.

          Tried Clean Install tool.

          Turned of Symantec Antivirus

          Reinstalled my R1 installation which worked flawlessly but wouldn’t open the company files that had been updated using R4.

          Then I tried to update (to R5) and got the same errors….but seemed to be a little cleaner on the Fixes Recommended by the QB Install Tool. I might have been able to get a little further with that if I kept running the Install tool, but I gave up. Was going to install VC8, VC9 and VC 13 components but I think I stopped before finishing that.

          Finally got the R4 which again installed flawlessly!

          • It has been my experience that if Support is blaming the server, they are probably wrong. With the possible exception of some account or folder security settings.

            You can’t really do a system repair of a server load (or have restore points).

            Either restore a good full backup of C:

            Or start from scratch which includes (if it is domain controller) rejoining workstations to new domain and transferring the user profiles to the new domain accounts. Or in other words, time to buy a new server with 2012.

            But your server is probably fine.

  • Recent Intuit guidance (to increase performance) is to turn Automatic Update off. I usually have it on (and set to get updates from server, thus new R updates come in only if you do a R update of the the install on the server). Also users are trained to say no upon starting QB when they get the message that an update is ready to install (let the lead person or IT do it). It seems that sub-R updates (e.g., R3_8 to R3_27) do automatically install without any user action. And it doesn’t matter what R is on the workstation for the R’s that require the company file to be updated. It will still open it in the R of the company file until that company file is updated. Easy, huh?

    I have found cases where the radio button to turn off automatic updates is greyed out, and you can’t turn them off. Don’t know what to do about that.

    • Pete, a couple of comments on your note.

      First, I agree that people should have auto updates OFF for the most part, but only if they are working with someone who is knowledgeable and can keep them informed. Note that Intuit releases “ULIP” or off-cycle updates that are not announced, and you don’t get those if you have auto updates off or periodically run the manual update. It can be tricky. The R5 problem is a good example, there is a ULIP background update to fix it which you either have to get manually (you aren’t told about it by Intuit) or have auto updates on. Tricky situation, there.

      Second, if you have the Accountant’s version of QuickBooks, you cannot turn auto updates off. That is when the button is grayed out.

      • Spot on!

        I’ve seen it greyed out in Enterprise on a fresh install, but that could be because there were incomplete updates in progress.

  • I have had two problems since the update. I use Accountant Version 2017 for desktop. Tech support has not been able to solve these problems. It takes anywhere from one to three times to sign into my company file. I get an error message saying it can’t sign in. I just keep trying and eventually it signs in.
    The other is emailing invoices out of Quickbooks using my gmail. Now it doesn’t work at all. Tech support tried all sorts of fixes and it worked once and then the next day, stopped again and so at this point, it has stopped working entirely. I now have to create the invoices as pdf and then attach to my email to send them.

    • Linda, those don’t sound like issues with the update itself, those sound like installation issues or possibly database corruption issues. I’ve not seen these issues being widespread in this release.

        • These updates modify the database, and sometimes that modification triggers a problem that already existed in the database, making it manifest at that time. Often the real problem occurred earlier, and the database update just makes it show up. A common occurrence. I would consider talking to a QB expert who can examine your database to see if there are problems that can be resolved, as a first step.

  • Intuit and many others (Thanks Clarify) worked over the weekend to come up with the fix for, at a minimum the transaction query. That fix was pushed into the regular update mechanism. If you have not rolled back I would suggest you allow that critical patch to be installed, reboot and try again

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