I appreciate you sharing your thoughts and concerns in QuickBooks Community, @adambpa.
I'm here to share some details on how to pass the error message you're getting.
The error message that you're getting is due to damage in the encryption of sensitive fields such as Social Security, credit card numbers, and bank accounts. Before you proceed with the troubleshooting, ensure to create a portable copy of your company file to prevent any data loss along the process. Once ready, here's how to get started.
First, check the QuickBooks Admin user for damage. Here's how:
- Sign in to your company file as the Admin, and then change the Admin password.
- QuickBooks Desktop (QBDT) will re-encrypt the data in your file and this may take several minutes.
- Please take note that in case QBDT crashes while encrypting, you'll have to contact us. We may need to send your file to Data Services to remove all sensitive info from the file.
- Sign out from your company file.
- Go to File, select Close Company or Logoff, and then close QBDT.
- Reopen QBDT and then sign in as the admin to complete the re-encryption process.
Once done, check if the re-encryption is successful. Below are the steps on how to achieve this:
- Run the Verify Data utility again and then check the most recent entry in the log file.
- If you see any of the following errors, contact us to send your file to the Data Services for repair.
- >LVL_SEVERE_ERROR--GetMasterKey Failed: The decryption has failed.
- >LVL_SEVERE_ERROR--GetDataAccessKey Failed: The decryption has failed.
- Please take note that only send your file to Data Services if the Admin user gets the Masterkey error. If not, you'll need to delete and recreate the users affected.
If you don't see the error messages mentioned above, please proceed to Solution 2 of this article for the detailed instructions: Fix decryption error.
Also, make sure that you update the QuickBooks Desktop. This way you have the latest patches and fixes.
If the issue persists, I'd suggest contacting our Customer Team. They have tools that can check the error message and investigate this further. You can follow the steps shared by KlentB on how to reach them.
I'm also adding this linkk that you can visit on how bank feeds work in QBDT: Download Bank Feed transactions in QuickBooks Desktop.
I'm here to help if you have more questions about managing your file or anything else related to QuickBooks. Stay safe!
