QuickBooks Accountant Center not opening

Bob Petersen
Bob Petersen used Ask the Experts™
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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.
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JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

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.
Shaun VermaakSenior Consultant
Awarded 2017
Distinguished Expert 2018

Commented:
I had the user try on different computers
Do you use roaming profiles and the like?

Author

Commented:
Yes we are in a citrix environment and use roaming profiles.
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Shaun VermaakSenior Consultant
Awarded 2017
Distinguished Expert 2018
Commented:
Explains why setting follows user. Possibly something with Windows Profile?

Author

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.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

Commented:
Did you try Rebuilding the Company File. Your symptoms suggest you need to do this.

Author

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?
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

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?
Shaun VermaakSenior Consultant
Awarded 2017
Distinguished Expert 2018

Commented:
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

Author

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.
JohnBusiness Consultant (Owner)
Most Valuable Expert 2012
Expert of the Year 2018

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.
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.
Shaun VermaakSenior Consultant
Awarded 2017
Distinguished Expert 2018

Commented:
Glad we could help.
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Author

Commented:
Issue was in registry which wasn't another person's suggestion.

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