QuickBooks Accountant Center not opening

In QuickBooks Premiere 2017 I have a user who can't open the Accountant Center in at least two company files. I am able to open the same company files and get into the Accountant Center.

I checked the Open Windows view to verify that the Accountant Center window wasn't opening out of sight. I had the user try on different computers and the issue follows the user but I haven't been able to identify a cause in the profile.
Bob PetersenAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

JohnBusiness Consultant (Owner)Commented:
Two avenues of approach

1, On the problem computer, reinstall QuickBooks.

2. More likely: On a good computer, open the Company file and do Rebuild. Do this locally not on a server.
0
Shaun VermaakTechnical Specialist IVCommented:
I had the user try on different computers
Do you use roaming profiles and the like?
0
Bob PetersenAuthor Commented:
Yes we are in a citrix environment and use roaming profiles.
0
OWASP: Threats Fundamentals

Learn the top ten threats that are present in modern web-application development and how to protect your business from them.

Shaun VermaakTechnical Specialist IVCommented:
Explains why setting follows user. Possibly something with Windows Profile?
1
Bob PetersenAuthor Commented:
I was thinking the same thing but I dug through the registry entries for Intuit and some locations in the Application Data and didn't find anything that fixed the issue. I am trying to avoid wiping out the entire profile.
0
JohnBusiness Consultant (Owner)Commented:
Did you try Rebuilding the Company File. Your symptoms suggest you need to do this.
0
Bob PetersenAuthor Commented:
It is happening with multiple company files but it only affects one user. I can open the Accountant Center but she can't. Would multiple company files corrupt in the same way?
0
JohnBusiness Consultant (Owner)Commented:
User information is contained in the Company file. So it is a suggestion worth considering.

Did you try the problem user on a different computer?
0
Shaun VermaakTechnical Specialist IVCommented:
I had the user try on different computers and the issue follows the user

Please run through these general step just to eliminate common issues
https://community.intuit.com/articles/1019019-cannot-open-company-file-general-troubleshooting
1
Bob PetersenAuthor Commented:
I did a rebuild on one of the company files. The end user still can't get the Accountant Center to launch in that company.
0
JohnBusiness Consultant (Owner)Commented:
That is strange indeed.

On this company file, remove the user (I assume this is not the QB administrator). So then in QB User Administration, remove the QB user account.

Now rebuild this same Company File again.

When done, add the user again and see if it works.
0
Bob PetersenAuthor Commented:
Thank you all for your help. We tracked down the error and why it was following the end users.

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\Cache
HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\Cookies

These two registry entries were pointed to locations that didn't exist anymore. I think another admin was trying to be clever and copied old settings forward causing this issue.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Shaun VermaakTechnical Specialist IVCommented:
Glad we could help.
Please remember to endorse my, or any other expert's comments that you found helpful by clicking on the "Thumb's Up" button
0
Bob PetersenAuthor Commented:
Issue was in registry which wasn't another person's suggestion.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
QuickBooks

From novice to tech pro — start learning today.