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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 31326
Experience:  IT Engineer for over 15 years
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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: 1 month ago.
Category: Mac
Expert:  Richard replied 1 month ago.

Hi there and welcome

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

Thank you

Customer: replied 1 month ago.
V16.1.8.R9 Build 1528
Expert:  Richard replied 1 month 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 1 month 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 1 month ago.

ok, thanks

Customer: replied 1 month ago.
I ran all the checks but there is no option to repair
Customer: replied 1 month ago.
I will have to complete this later
I am out of the office until approximately 2:30
Expert:  Richard replied 1 month ago.

ok let me know when we can resume please

Customer: replied 1 month ago.
I am back
There is no option to repair disk using disk utility
Customer: replied 1 month ago.
It also takes an extremely long time to open other functions in quick books
There is definitely a software incompatibility issue
Customer: replied 1 month ago.
Quickbooks still quits immediately after print statement is requested
There is no resolution to this matter
Expert:  Richard replied 1 month ago.

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

Customer: replied 1 month ago.
I did and there were no issues with the disj
Expert:  Richard replied 1 month 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 1 month ago.
Ok
I will try this
Customer: replied 1 month 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 1 month ago.

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

Customer: replied 1 month ago.
Ok I see it
I am in process
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month ago.
I found the go to command~/library but cannot locate go to preferences
Expert:  Richard replied 1 month ago.

You go to the folder preferences

Navigate to it

Customer: replied 1 month ago.
Preferences is open
There is no selection quick books
Expert:  Richard replied 1 month ago.

It will be a folder within the folder Preferences.

Customer: replied 1 month ago.
I tried and it is not there
Expert:  Richard replied 1 month 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 1 month ago.
Ok
I will resume at 645 AM EDT
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month ago.
Once I delete it where do I find the file to reinstall?
Expert:  Richard replied 1 month 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 1 month 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 1 month ago.

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

Customer: replied 1 month ago.
Which I have done
Expert:  Richard replied 1 month ago.

thanks

Customer: replied 1 month 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 1 month 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 1 month ago.
It won't open. Says it is not compatible with this version of Mac OS which is version 10.12
Customer: replied 1 month ago.
Expert:  Richard replied 1 month 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 1 month 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 1 month ago.

it is the patch for Sierra

Customer: replied 1 month ago.
But I cannot open my quickbooks program now so this is useless
Expert:  Richard replied 1 month ago.

can you please do the instructions I am giving you?

Customer: replied 1 month ago.
I am
Expert:  Richard replied 1 month ago.

ok

Customer: replied 1 month ago.
Did all of this and still crashes when I print statements
No resolution
Expert:  Richard replied 1 month ago.

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