troubleshooting Question

Programs fail to save e-mail password

Avatar of Jason Johanknecht
Jason JohanknechtFlag for United States of America asked on
QuickBooksWindows 10Dell
7 Comments1 Solution63 ViewsLast Modified:
New client called yesterday with a Dell XPS (I think like 8930).  Quickbooks 2017 would not save his e-mail password for sending out invoices any longer.  It worked fine until yesterday.  I have turned on scheduled reports (1 active report).  If you close QB, it will not retain the password.  The password does work when typed in.  I have deleted the e-mail in prefences and recreated.  He has upgraded to QB2020, and still no change.  Also during this time MS Mail (W10 app), which has his Yahoo and Gmail accounts, is randomly telling him the account is not working on one or the other, but never both.  You can retype the password and fix one and they both work.  However a short while later, the other account will be in error status.  I have found no adware, and will begin scanning for malware/virus.  The computer is running a valid Norton AV (have to double check if 360 or Security).  I have run SFC (Found and repaired corruption) and running CHKDSK /r now.  The programs are all on a Samsung nvme (Dell - Cannot use Magician with), and a data drive (Failed Seagate) which he has never used.  He wasn't aware of the second drive.  Upon trying to place anything on the Seagate, I was not able and SMART shows the drive as FAIL.  I do not have the machine physically (Remote session only).  I have another XPS system with file corruption problems (2TB Samsung nvme) that Dell, myself, and others have never been able to correct (nvme has never been replaced).  That system has no issue saving e-mail passwords in Outlook 2016, but possible similarity?  Intuit support has no known issue with this.
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