13 ballWe have seen a number of Enterprise 13 company files come in for data repair over the last month that had corrupted customer credit card information in the file. This kind of data corruption causes the file to fail verify and rebuild and sometimes prevents credit card data from being saved in the file.

In versions prior to 13, we would sometimes see files with corrupted credit card information, particularly if user information in the file was corrupt. But we believe something is different in ES 13, at least through the R4 update. We’re seeing a much higher percentage of files with this kind of corruption.

Almost all of these files have been repairable — we’ve been able to repair the files so that they verify and rebuild without errors and the users can save credit card information afterwards. Sometimes, however, the credit card details themselves are unsalvageable and we have to delete them to save the rest of the file.

Hopefully, the newly released R5 update has addressed whatever the underlying issue is and there will be less of these data integrity issues popping up. We should have a better sense of that in the weeks to come.

We spoke with Colleen Cravener of Cervis, Inc. about a recent data corruption problem she had with her QuickBooks file and how it was resolved.

AccountingUsers: Colleen, can you tell us a little about your company, and your role there?

Colleen: Cervis Inc. manufactures industrial radio remote controls for the mining industry, overhead crane industry and mobile industry. I am the Information System Specialist at Cervis.

AccountingUsers: What edition of QuickBooks do you use? And what does your office use QuickBooks for?

Colleen: QuickBooks Enterprise 2012 – Manufacturing and Wholesale edition. QuickBooks is used for all accounting processes, and until a few weeks ago was used for years 2004 through 2012 for all inventory, build assemblies, and purchasing. We have since taken inventory and purchasing into Misys.

AccountingUsers: Please tell us what led up to you contacting us about your QuickBooks file. What was going on in QuickBooks?

Colleen: We could not get our QuickBooks file to verify or rebuild. Our file had damage/corruption. Cervis wanted to do a condense data and could not because of damage.

AccountingUsers: What was the process like in getting your file repaired…the steps you took to send your file, the scheduling and turnaround, etc.?

Colleen: All I did was call the 1-800 number and Shannon answered a few questions and immediately sent me a confidentiality agreement. Then I went to their website, filled out a form and paid by Paypal. At the end of Cervis’s business day on a Friday, I made a portable QuickBooks file, which took a long time to make because the file was damaged, and uploaded the file through their website. It was VERY easy! And it was about 9pm before AccountingUsers actually received the file. On Sunday I received an email stating the file was finished and I could pickup the file. Also, the file upload and download process is done via a SECURE connection!

AccountingUsers: How did your repaired QuickBooks file work for you when you got it back from us?

Colleen: First thing I noticed was increased performance. We have 20+ concurrent users, this was a HUGE plus. I had questions about our Profit and Loss numbers and Shannon immediately answered via email – his last email being after midnight! It is obvious that at AccountingUsers customer service is #1! And they know the product (QuickBooks).

AccountingUsers: Anything else you’d like to share about your experience?

Colleen: I am giving your company an A+ in the recovery of the QuickBooks file, the secure website file transfer and the GREAT customer service (EVEN AFTER THEIR JOB WAS REALLY FINISHED!!) Top notch!

AccountingUsers: Thanks for sharing your story, Colleen!