How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Richard Your Own Question
Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 33984
Experience:  IT Engineer for over 15 years
32989067
Type Your Mac Question Here...
Richard is online now
A new question is answered every 9 seconds

I have downloaded all of the new updates for quickbooks for

Customer Question

I have downloaded all of the new updates for quickbooks for mac and the latest Mac OS software as well. I cannot print statements any more on any of my computers. When I go to print statements the program goes into a five minute loop, then says a problem occurs and quickbooks shuts down. This happens every time. What can I do?
Submitted: 5 months ago.
Category: Mac
Expert:  Richard replied 5 months ago.

Hi there and welcome

Can you tell me please which version of Quickbooks you are using?

Thank you

Customer: replied 5 months ago.
V16.1.8.R9 Build 1528
Expert:  Richard replied 5 months ago.

Thanks

Power off the mac

Then start the Mac and hold down the Command and R keys at startup.

Hold these keys until the Apple logo appears. After your computer finishes starting up, you should see a desktop with an OS X menu bar and an OS X Utilities window

choose Disk Utility from the Utilities window, or from the Installer menu if you're started from an installation disc.

Click the First Aid tab.

Click the disclosure triangle to the left of the hard drive icon to display the names of your hard disk volumes and partitions.

Select your Startup Disk (usually named "Macintosh HD").

Click Repair. Disk Utility checks and repairs the disk.

Let this complete and when it has, tell me if you still have the problem please.

Customer: replied 5 months ago.
OK, I will try it, but it may be later this afternoon before I can complete this task. I will get back to you at some point today
Expert:  Richard replied 5 months ago.

ok, thanks

Customer: replied 5 months ago.
I ran all the checks but there is no option to repair
Customer: replied 5 months ago.
I will have to complete this later
I am out of the office until approximately 2:30
Expert:  Richard replied 5 months ago.

ok let me know when we can resume please

Customer: replied 5 months ago.
I am back
There is no option to repair disk using disk utility
Customer: replied 5 months ago.
It also takes an extremely long time to open other functions in quick books
There is definitely a software incompatibility issue
Customer: replied 5 months ago.
Quickbooks still quits immediately after print statement is requested
There is no resolution to this matter
Expert:  Richard replied 5 months ago.

when you do my instructions, you need to first click on the first aid button please

Customer: replied 5 months ago.
I did and there were no issues with the disj
Expert:  Richard replied 5 months ago.

thanks

can you close all programs

Then open finder, click Go To Folder

Enter in

~/library

Press enter

Go to Preferences

Locate Quickbooks and trash the folder

Restart and tell me if it then prints please

Customer: replied 5 months ago.
Ok
I will try this
Customer: replied 5 months ago.
There is no place in the finder where it says Go To Folder
However there is a selection on the left side of dialog box that is called all my files
Expert:  Richard replied 5 months ago.

You will see it at the top Eric, click on Go and then Go to folder.

Customer: replied 5 months ago.
Ok I see it
I am in process
Expert:  Richard replied 5 months ago.

thanks

Customer: replied 5 months ago.
I found the go to command~/library but cannot locate go to preferences
Expert:  Richard replied 5 months ago.

You go to the folder preferences

Navigate to it

Customer: replied 5 months ago.
Preferences is open
There is no selection quick books
Expert:  Richard replied 5 months ago.

It will be a folder within the folder Preferences.

Customer: replied 5 months ago.
I tried and it is not there
Expert:  Richard replied 5 months ago.

ok, then this will be part of the issue.

Can you make sure to backup your Company file so it is safe

then in finder, go to applications, and right click on Quickbooks and send it to the Trash to uninstall it

Once done, restart, install it again and tell me how it then functions please.

Customer: replied 5 months ago.
Ok
I will resume at 645 AM EDT
Expert:  Richard replied 5 months ago.

thanks

Customer: replied 5 months ago.
Once I delete it where do I find the file to reinstall?
Expert:  Richard replied 5 months ago.

from where you originally installed it from, if this was a disk then from this, else if you downloaded it you go to where you purchased it and download it again

Customer: replied 5 months ago.
I am reluctant to do this because I just downloaded the update.
I also need this program for my business and I cannot afford to lose any precious data
Expert:  Richard replied 5 months ago.

This is why you first need to backup your company file which is the first step in my instructions.

Customer: replied 5 months ago.
Which I have done
Expert:  Richard replied 5 months ago.

thanks

Customer: replied 5 months ago.
As I suspected I cannot open the program now because it is no longer compatible with the new iOS software
I was reluctant and now I know why
I now cannot access my very important accounting software and you need to get me out of this mess
Expert:  Richard replied 5 months ago.

Quickbooks 2016 is compatible with the mac.

Please be more specific on exactly what you did, and what happens when you try to open it.

Customer: replied 5 months ago.
It won't open. Says it is not compatible with this version of Mac OS which is version 10.12
Customer: replied 5 months ago.
Expert:  Richard replied 5 months ago.

I believe you have given the wrong version number as 2016 does work

Download the update from here and run it

http://http-download.intuit.com/http.intuit/Downloads/2015/US_R8/QuickBooksProMac2015.dmg

Perform the installation, restart then try to open it

Customer: replied 5 months ago.
I am currently using QB 2015 but have installed all updates to date
What is the purpose of this new download?
Expert:  Richard replied 5 months ago.

it is the patch for Sierra

Customer: replied 5 months ago.
But I cannot open my quickbooks program now so this is useless
Expert:  Richard replied 5 months ago.

can you please do the instructions I am giving you?

Customer: replied 5 months ago.
I am
Expert:  Richard replied 5 months ago.

ok

Customer: replied 5 months ago.
Did all of this and still crashes when I print statements
No resolution
Expert:  Richard replied 5 months ago.

Then you will need to update to Quickbooks 2016, as the patch does not cover your printer.

Related Mac Questions