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RE: ONGOING 11/7/24 Unable to Open Data File after updating to QMac 7.10.0 / 7.10.1

BJL

I don't understand why Quicken has encountered this problem since November 7 and feels that no ETA after 1 1/2 months is acceptable for its users. I had to recreate 45 days worth of transactions and attachments about 5 times now if for whatever reason the app closes I can't reopen the files or even backups. Some customer service reps seem to not even acknowledge this is a known issue. It seems to me this was caused by online cloud issues and they don't even tell users that if they subscribe to online backups, there is a file size limitation (and on the MAC version there is no way to archive)

While Quicken might not have a fix yet, perhaps they can provide a workaround of how to best save and back up my data in a fashion that I can reopen. You can't go back to 7.9 as it can't read the 7.10.x data files.

They seem to have no recognition (or else don't care) of how their users, use Quicken as there is no priority or communication. I have called countless times. They can't even figure out why they can't receive my console log (I suspect it's my file size).

Color me beyond frustration. I have been on the road for the past 3 weeks and have another 3 1/2 weeks to go and this is creating havoc in my daily routine.

If they can't fix a simple Nordstrom issue (with also no estimate) how can one ever expect them to fix this which is far more serious?

I am also no longer a beta tester yet this forum still shows me as such.

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Comments

BJL

and I unsubscribed from being a beta tester years ago so I can't even install beta builds if I wanted to!

Quicken Anja

Hello @BJL,

We certainly understand your frustration and we do apologize for the inconvenience this issue has caused you. Unfortunately, Quicken's product development teams do not provide an estimate of when fixes will be completed and released. However, we assure you our teams are actively working on resolving these issues.

In the meantime, please continue to refer to the Community Alert for any and all updates and information as we do post them in the Alert as soon as they become available.

Thank you!

BJL

While I appreciate your prompt response; Quicken cannot even offer a workaround in the interim to protect one’s data? Even doing local backups doesn’t help!

jacobs

@BJL You're looking for a workaround… Since your problem is connected with mobile sync, the first thing I'd ask is if you critically need that functionality? If you want to upgrade and not have problems, turning off Sync and resetting your Cloud file should get you in the clear.

In fact, just resetting your Cloud file might resolve your issue if your Cloud file has reached capacity — if you don't need all the history that's in your Cloud file. When you reset your cloud file, it wipes the existing file and — if Sync is still turned on — starts re-uploading of the post two years of your data.

Normally, if you upgrade and need to go back, it's pretty quick and easy to roll back, because Quicken creates a backup data file just before upgrading, and moves the old version of the app to the Trash; rolling back if needed should just take a minute of two, with no lost data. (That's assuming there isn't a problem with your Cloud data, however. I personally won't touch Quicken Cloud because I read about too many users having problems due to syncing.)

BJL

Thank you for your thoughtful reply, but I confused you. My issue is not with mobile sync, but the documented issue that Quicken posted is that MAC users can't open their files or even a backup.

See this link posted by Quicken, and thank you again for trying to help, [Removed - Rant]!

https://community.quicken.com/discussion/7957359/ongoing-11-20-24-unable-to-open-data-file-after-updating-to-qmac-7-10-0-7-10-1#latest

BJL

I tried to reply to Eric Dunn's Quicken update today but the email bounces back.

jacobs

My issue is not with mobile sync, but the documented issue that Quicken posted is that MAC users can't open their files or even a backup.

@BJL The Alert you posted a link to just says some users are experiencing a problem, but there are no details about what has happened or what you've tried. Most users have been able to update to and use version 7.10, so I'm interested in understanding what you've experienced.

You can't save or open a backup file? When I see someone say they can't open their backup files, which were saved before the problem occurred, I immediately suspect a Quicken Cloud and syncing issue — only a sync issue should be able to affect opening a backup file. That's why I suggested you try turning syncing off and resetting your Quicken Cloud file. Then can you open a backup file? Or update to version 7.10.1?

And you may have mentioned this in some prior thread, but I should check: what is the location of your data file and your backup folder? Just making sure that the live data file isn't in a location stored or synced n a cloud storage service like iCloud or Dropbox, which can cause any number of odd problems.

BJL

Thanks. If the program closes and I try to reopen the current file it only brings me to the startup screen to open a file, restore a back up, start from scratch etc. No matter what I do I can't open the current file not restore backup but only brings me back to that same startup screen.

The current file is where it should be. Users/Library/Application Support/Quicken.

Thanks.

jacobs

Does the same thing happen if you try to launch Quicken by double-clicking the data file?

If so, I'd next try temporarily removing the existing preferences file. Navigate to the User/Library/Preferences folder and locating the file called "com.quicken.Quicken.plist". Drag this file to your Desktop. Now try launching Quicken again by double-clicking on the data file or a recent backup file, which will cause Quicken to generate a new .plist file. Does it open? Can you quit and relaunch successfully. If yes, you will have to reset some of your settings/preferences, but you can trash the old .plist file on your desktop and move forward. If this doesn't fix the problem, you can drag the old .plist file from your Desktop back to the Preferences folder so you don't lose any settings.

BJL

Thanks and yes the same thing happens if I double click the data file with Quicken closed.

I will certainly give your preferences recommendation a try but only after I have the issue again as if I close the app at this point I don't wanna risk to lose my weeks of data yet again. So stay tuned and thanks again.

jacobs

Here's another way I think you could test seeing if the preferences file is at fault, and without needing to quit Quicken, which is sounds like you're keeping running at all times. (That's hard to rely on, since a program crash, a freeze of your Mac, a power failure, etc. could force your hand.) In this approach, you'll try running Quicken in a separate macOS User account, which won't have any existing Quicken preferences

First, if you still have Sync turned on in your Quicken file, turn it off (at least temporarily) in Quicken Settings > Mobile, Web & Alerts.
Then do File > Save a Backup to manually generate a backup file.
Move this backup file to Macintosh HD/Users/Shared.
Now, in macOS System Settings, scroll down on the left side to Users & Groups. Click Add User to create a new User account on your Mac.
In your macOS menu bar, you should have an icon or name of your current User account; click on that, and select the name of the new User you just created. This will leave your current Quicken and other apps running in your current User account, but will do a "Fast Switch" to the new User.
When you land here and get past the startup dialogs, open Macintosh HD > Users > Shared and copy the Quicken backup file from there to your Desktop.
Finally, double click on the backup file to launch Quicken and open this file. You will likely be asked to log in with your Quicken ID.
If you've made it this far, immediately go to Quicken Settings > Connected Services and click Reset for Quicken Cloud, so it won't see this file as being an older version of your current live file.

Since you're in a new User account, with a new User/Library folder, launching Quicken for the first time will generate a new .prefs file. See if Quicken behaves normally in this User account, through multiple quits and relaunches. If so, it points to the .prefs file (or some other, more unusual oddity) in your regular User account as the culprit.

Note that you can switch back and forth between the two User accounts with the Fast User Switching name/icon in the menu bar. And when you're done with this test User account, you can delete it by going back to macOS Settings > Users & Groups, selecting the User, and deleting it (click the "i" to the right of the User account name, then select Delete).

Sorry, I can see that that sounds like a lot to do, but it will actually take you only a few minutes to create a new User account and test it.

BJL

Thank you very much. I'm out at the moment but I was thinking same thing creating a new user on my Mac and seeing if I could run the file the back up file. Fast switching is so I'm not quitting the current running version. Will let you know as soon as I try as out at the moment.

Quicken however only started to see this issue since 7.8 so something is going on on their side.

BJL

You also can't save the file (or save a copy……but only rename it) from time to time as one can do with so many other apps (some even auto-save periodically).

jacobs

So are you saying that with your currently running Quicken Mac, you can’t do File > Save a Backup? Is it grayed out on the menu? If not, what happens when you select it?

Also: what version of macOS are you running? Do you have your file password-protected and encrypted or not?

BJL

Sorry, not what I am saying. I can’t do a manual save of the current file. A backup is different. Why is this an issue? If I opened the current file 2 days ago ant I crash today, the current file when I would try to reopen is from 2 days ago without any of your data I’ve since added. Similarly there is no auto back up unless you exit the app so unless you are religious in manual backups, it leaves much to be desired.

jacobs

I can’t do a manual save of the current file. A backup is different.

I'm not understanding this statement. If you want to "save a copy" of your file right now, you do it by saving a backup. A backup is just a compressed copy of your data file at that moment.

The data in a Quicken file is constantly saved as you work, so there is no "Save". If you opened the current file two days ago and you crashed today, when you relaunch Quicken you would normally be exactly where you left off, because every entry, transaction, download, etc. had been saved in the file before the crash. The only way you'd lose any work is if you had to go back to a backup from several days ago. and that's why, under normal circumstances, users should quit Quicken every day, allowing it to generate an automatic backup.

My understanding is that you experience a problem when you close a file and can't reopen it. We're still trying to understand why you're experiencing that unusual problem, but until that situation is resolved, why not just generate manual backups often so you're assured of not losing work should you need to open a backup file.

BJL

I do but I get the same start screen if try to restore a back up. And the date and time of the current file shows a date and time for example from 2 days ago when it was last opened.

jacobs

I get the same start screen if try to restore a back up.

Just for clarity: this happens if you double-click on a .quickenbackup file?

And the date and time of the current file shows a date and time for example from 2 days ago when it was last opened.

Hmmm, I just checked both my live data file and my beta testing data file, and as soon as I enter or edit a transaction, the Finder timestamp on the data file is updated to the current time.

I'd definitely be interested to hear what happens if you pursue setting up a new Mac User account and running Quicken there.

BJL

I'm on the way to the airport for a 5 hour flight so won't be able to try for a bit. Thanks.

BJL

and yes that happened when double click on a backup file.

BJL

Good day, I started setting up the additional Mac user but don't want to turn off sync. I travel a lot (as I am now) and I sort of got used to entering info on the go with the mobile app as I use this for a lot of business-related credit cards as well. I guess I can change my habits, but wanted to ask of I follow your suggestions, can I do that and leave sync as it is? I also have noted that the "current file" is now showing the actual date and time of the last entry. It was not before. The current file is located in Documents.

Wishing you and yours a wonderful holiday and thanks again for the help.

jacobs

I started setting up the additional Mac user but don't want to turn off sync. I travel a lot (as I am now) and I sort of got used to entering info on the go with the mobile app as I use this for a lot of business-related credit cards as well. I guess I can change my habits, but wanted to ask of I follow your suggestions, can I do that and leave sync as it is?

I understand your reasons for wanting to use the mobile app completely; it's a great concept and tool. I can't answer your question about whether to leave Sync enabled, though. If it worked flawlessly (99.99% of the time), there wouldn't be a question. The problem is that there are repeated reports of people who have had data inexplicably changed, losing editing they had done, which is almost certainly due to issues with the sync system. There are some people who use the mobile app or web interface and are completely happy with it, and there are some people[le who have been burned by it one or more times.

I can't tell you for certain whether your issue is tied to this or not.
I can tell you that based on what I have read of user reports, I have personally chosen to never enable Sync for my data, because I have three decades of data I've meticulously curated and don't want to put at any risk… even though it would be convenient to enter or look up transactions when away from my desktop at times.
I can also say that almost all the "SuperUsers" here (long-time Quicken power users who spend a lot of time on this site helping answer questions for fellow Quicken users) have also decided not to enable Sync for the same reasons.

Beyond that, it's up to you to make a decision about whether the convenience of using the mobile app tool outweighs any concerns about possible data issues. If you decide to leave Sync enabled, I do understand.

Finally, I always encourage people to have deep and multiple types of backups of their data in case something goes wrong, and I'd just say to double down on this if you are using Quicken Cloud. For instance… (1) Make sure Quicken is set to keep many local backups going back at least two months; I set mine for 50. (2) Occasionally save a backup manually, so you will have some older backups over time, should you need to look back at some transactions if data appears to have changed in your live data file. (3) Maintain a backup of your Mac using a tool like the macOS built in Time Machine software (which requires only an inexpensive external hard drive and turning on Time Machine). (4) Consider backups of your Mac data to a cloud-based service; I use iDrive for daily incremental cloud backups, but you could use DropBox or iCloud for syncing some subsets of your critical data. (5) I also have an external hard drive where I make periodic whole-disk backups (using SuperDuper! software). Any or all of these can help insure that if something goes south with your Quicken data, or your computer overall, you have more than one possible place and past time period from which to retrieve your data.

Best wishes!

BJL

Thank you as always.

Again, Quicken seems to have acknowledged that this is a known issue for some Mac users since 7.10.x

I back up to both Dropbox (which I recently disabled, worried if this was a cloud account issue) and time machine hourly. I also do manual backups, but sometimes, I can forget to do those. I thought I was covered until this "bug" wouldn't allow one to even restore backups. I noticed when it creates these failed current files, the file size is about 25% of what it should be.

I also have decades of data and no archive capability like the Windows version has.

On another matter, one of the things that drives me crazy about the mobile app is its treatment of foreign currency accounts. Quicken Desktop properly converts them to US $ prevalent rates, but Mobile treats the foreign accounts as US$. This was reported to Quicken years ago, but for their I guess own reasons they choose not to remedy this. So for example, if you want to view your net worth, the mobile app is useless.

By the way, as I had mentioned, I was a beta user for many years but unsubscribed to that after as I recall, too many issues.

BJL

@Quicken Anja: There has been no update from Quicken on this issue as only marked as "ongoing" on Nov 20. Does the new release 8.0 address/fix this?

https://community.quicken.com/discussion/7957359/ongoing-11-20-24-unable-to-open-data-file-after-updating-to-qmac-7-10-0-7-10-1#latest

Thank you and Happy New Year.

BJL

The issue just happened yet again!

mark303

I tried 8.0 this morning and it does not solve the data file issue. I can't believe there have been two updates (7.10.1 and 8.0) since I reported the error when I tried to upgrade from 7.9.1 to 7.10. After upgrading to 8.0 this morning, I tried to open up my data file from 7.9.1 and then a backup data fill but still 8.0 reports that it can't open the data file. This was the same error reported with 7.10 and 7.10.1 I then reinstalled 7.9.1 and everything works fine.

Quicken - what's happened to your support?

Quicken Anja

Hello All,

Please continue to refer to the Community Alert for any and all updates and information. While I understand there has been no new updates since the last one posted, we do post them in the Alert as soon as we receive any new information.

At this time, unfortunately, there is no ETA and no new information. However, please note the information specifically posted in the original post of the Alert (see screenshot below).

If you have not contacted Quicken Support yet, we kindly ask that you please do so at your earliest convenience as our support team will be creating individual escalation tickets for each user contacting regarding this issue.

We apologize for any inconvenience in the meantime! Thank you.