Please try to open Port 10172 inbound and outbound in the firewall for SEP ( NTP) and see if that works

Create an exception for the

QBServerUtilityMgr.exe Located in C:\Program Files\Common Files\Intuit\QuickBooks

We're running QB2009 server, and both the server & QB client are running RU5. We are not having a problem. However, we're not using NTP. We're using AVAS/PTP/MAPI/SMTP on the clients and AVAS only on the server.

All this by way of suggesting that this makes it appear that IS a SEP firewall problem, which you may be able to confirm by removing the SEP firewall on the server and/or client.

HTH

we have the issue on qb 2007 and 2008; we also have the AV module only installed not the SEP Firewall.

we have the same issue on a box running sbs 2003, with quickbooks sever manager 2008 with the AV module installed only.  Anyone solve this issue yet??

Symantec???

After opening the port 10172, reboot the machine and see if you are able to  use the quickbook

Was this working fine before and stopped working after upgrade to RU5 or it has never worked.

Try disabling  Tamper Protection and see if that works

I turned off Symantec Endpoint and had no problems so I can say with 99% certainty that it is SEP that is causing the problem.

confirming as well. turning off symantec proectection fixes the issue

This  issue with Quickbook and RU5 has been reported to Technical support  , we are looking into that, once there is an update I will post it here

I have noted that a local Quickbooks 2007 data file continually shows as being open and won't load until SEP is disabled. Then I can open it fine.

Any news on this

There is no update as if now, Once there is an Update on the issue ,i will post it here.

Hi, What's the status of this issue? 

Please be sure to look at the desktop side as well. When Symantec is enabled, I cannot re-open a Quickbooks 2007 file that has been previously opened. Windows 7 64-bit RTM, MU5, Antivirus and FW only. If I disable SEP, it opens fine. Tried creating an exception for the data folder, no change.

We have only the antivirus installed and this problem did immediately occur when the MR5 update was applied to the server.  Disabling it does, indeed, make Quickbooks work again.  This has nothing to do with the client machines, but only the server (or any machine serving the Quickbooks 2007 data file, I would guess).  The servers where I saw this issue were running Windows Server 2003 Standard and SBS.

I have only had experiences with Quickbooks 2007 and 2008 on the server side, so i cannot state what versions of Quickbooks this applies to.

I did not adjust the tamper proof settings when I troubleshot this.  But I read that this did make it work for others, according to other posts on this thread.

I have been following this thread for a week or so.  We have the same exact problem and wanted to share my observations.  Same configuration,  SBS 2003. Quickbooks 2008.   All components have been removed on server except AntiVirus.  I have tried all suggestions here but none have removed the problem other than disabling A/V, including modifying tamper protection.   For what it's worth... 

Problem is with the MR5 SEP Client (11.0.5002.333) installed on the server hosing the database.
I have logged a case with Symantec to look into this.
In the mean time i have un-installed MR5 SEP Client (11.0.5002.333) from the server. (Disabling Auto-Protect or stopping the services won't work)
Installed the MR4 MP2 SEP Client (11.0.4202.75)
Quickbooks is now working again.
Will update if i get MR5 fix...

I have to disable SEP on the server side in order for Quickbooks to successfully pull files from the server; disabling from the client side did nothing.   I did create a centralized policy  (through the Management interface) and add the entire directory as an exception as well as the file extensions.  I did the same thing on the SEP specific to the server with the same failed results. This did NOT fix the issue.  We also are not using the firewall for this client.  I successfully can reproduce the error time and time again by simply disabling SEP on the server.  I now have to unmanage this server (not good) so that the finances can be completed.

Also ran into this problem with a new install of the latest version from fileconnect.

We just purchased and installed SEP and are having the same problem with Quickbooks.  Our Quickbooks database server manager is giving an 'unhandled exception error' when clicking on the Database Server tab, and I am unsure if this is just a Quickbooks problem, or if it is related to the SEP problem.  Is everyone else getting this error as well?

Tried excluding the folders of both the quicnooks data, and the QBServerUtilityMgr.exe, did not help

anyone have an update??

Would like to try the suggestion in the last post, but I'm new to Endpoint and am not sure how to open ports.

After 8 hours of restoring my SEP Manager to version 11.0.4 reinstall the client upgrade to 11.0.5 reinstall all clients for the Manager.  IS SYMANTEC WORKING ON THIS PROBLEM?

Obviously you have not read our posts.  I do not have Firewall running on the server so IT IS NOT THE FIREWALL!@#!  So do not send us more links on making firewall policy port settings or changes, and fix you product to be able to use the #1 accounting software in the world!  It should not be that hard.

Same issue here.

In my case Disabling Bloodhound(TM) heuristic virus detection from the advance settings of the antivirus part did the trick.

If like me you are worried about the security risk involved, just disable Endpoint Protection untill the company file is fully loaded, then re-enable it.

Cheers,
Marco

Same issue here with QB 2007 and have tried everything under the sun with no luck.  It 's always something....any other suggestions yet? 

I got frustrated with having no AV protection on our QB server so I called Symantec.

They are working on a fix of course.

Mean time what they will have you do is create a new policy in Endpoint with real time File Protection disabled completely.  You then create a new group and move your QB server to that group and apply the new policy.  You'll still get definition updates and scheduled scans, but no real time protection.

Of course I was asked to make that change for all the workstations as well and I pushed back and said no because the issue is not on the workstation side, and you know end users will get infected before the day is done if they don't have real time protection.

So bottom line, make new policy without real time file protection and apply to your QB server.  You may have to uninstall and redeploy your install package, but you should be able to just push out the policy (Update Content from the console).

Hope this helps and saves you an hour long call with their support!  I asked and they do not have a KB article on this yet.  Not sure why as it would save a lot of people headaches.

Quickbooks support had no idea about this issue.  I had to inform them of the problem and asked them to please update their KB with info on the problem.  It took me forever to finally correlate the problem with Endpoint.

Yes falling back to MR4 MP2 or MR4 fixes the issue, if you want to stay with MR5 try disabling the File System Autoprotect, it should work.

 If you fall back to SEP 11.0.4 everything works fine and you don't have to disable any settings.

1. Uninstall 11.0.5 directly from the server (don't uninstall the SEP Manager Console),
2. From Clients Tab: Delete the server (that is running Quickbooks Server) from it's group in the SEP Manager Console
3. From Clients Tab: Click Find Unmanaged Computers (bottom left in task menu)
4. Search By: Computer Name (enter name of server)
5. Logon Credentials: Enter Admin Login, Password, Domain for your network
6. Click Search Now
7. Select your server from the list
8. In the Installation section:
9. Select prior version of SEP (I selected 11.0.4000)
10. Select Installation Settings, Features, Install Group appropriate for your server or group. (Install in Computer Mode)
11. Start installation (the installation containing 11.0.4000 will install automatically)

Note: You may need to create Installation Settings, Features if there were not created already
   Use Admin: Install Packages Tab: Export Client Install Package
   See PDF admin documentation for details on how to do this.

I plan on using 11.0.4000 until a new version comes out that contains a fix for this issue.  As far as I can tell, using 11.0.4000 will give me full protection, and still allows the rest of my network to use 11.0.5 without any issues.

I concur with Edgeworks...I have the exact same setup with no issues.  Will wait for a QB/RU5 fix and then I will re-upgrade back to RU5....

Wow... same problems here.
We use Quickbooks 2007, 2008 and 2009.
We only use the antivirus and antispyware functions of Endpoint on the server.

Spent the last two days with Intuit on the phone working on this issue. Spent over 4 hours just today with a senior tech at Intuit and he was not aware about this either.

I only found Symantec was the cause due to another customer of ours having the same issue today. Going back throught our records we found both servers had been updated to 11.0.5 in the last couple weeks.

Added all the exclusions under the sun and it would not work. Disabled Symantec and it works every time.

Now I'm pulling 11.0.5 off and putting 11.0.4 back on.

What a mess!
I hope Intuit updates their KB artices with this!

Spent all morning working on this exact issue. Upgraded to UR5 on both of our servers last Friday, had staff trying to use QB today with no luck. Error code from QB2008 is (-6000,-816) indicating that the file is in use.

Intuit suggested that it was a permissions issue, but several hours of overhauling them and being overly liberal (Everyone-Full Control) resulted in no progress beyond an occasional successful open (one-shot) that couldn't be re-opened after the QB file was closed.

I was inclined to believe that it was permissions-related because I recently promoted the server that houses the QB data files to be a secondary DC, which blew out the local QB users - much to my disappointment, it appears that all of my work today was pretty much in vain - at least I can find some validation in the fact that we're not facing this alone (though that doesn't count for much).

I seem to recall that SAVCE 10.5 was a dog as well - spent a whole day trying to revert that off of our server without killing SMSMSE or SWSISA. Mental note - I'll be skipping all x.5 builds from Symantec from now on.

Really thinking about moving to a different AV - seems like Symantec is becoming one of 'the usual suspects' for why things aren't working right. We're an accounting firm - between this issue killing our ability to work with QB files and the beautiful MR4MP1 (?) issue that kicked you off the network connections if you ran apps over it that we deployed in April (not a good time, but how did that get missed during Symantec testing anyway?), I'm wondering what's next...

At any rate, it's definitely not the firewall component or a port issue. All that's installed on the servers here is the AVAS-only policy. Tried making centralized exceptions for *.QBW, *.ND, and *.TLG files, as well as excluding the entire QB data folder on the server - no luck. Opening ports and/or making exceptions for the QBServer application is irrelevant, since the firewall component isn't installed. 

Now I'm pretty much stuck - looks like I'm going to have to revert back to the previous version. Guess I'll be calling Symantec here in a few and asking how to do that in a live environment on a production server while it's in-use - can't really just reboot and kill 'everything else' that's still working and accessible, and I have to be here far too early tomorrow to stay here late tonight and try to do after-hours. I guess I could go the no-realtime-protection policy route in the short-term, but it's not a very ideal solution... I mean we already followed Symantec's recommendation as to what "NOT" to install on the servers, now that's one more thing that won't be on there, which makes it only a hair more protected than using nothing at all...

Gary - yes, I tried the QBServerUtilityMgr.exe exception yesterday PM while working with Symantec support and had no luck with that option either.

Regarding MR4MP2, I'd recommend calling Symantec customer service and explaining the situation you're in. I ran into an issue with BackupExec that required me to downgrade a while back and customer service was able to approve me for the downgrade so that I could download the software I needed. They sent me an email with a new registration number to use on the FileConnect site to download the older product. It's worth a shot at least - sure it's a bit of a hassle, but it might get you some working AV until this issue has been resolved in a future release.

HTH,

-d

We are still having this issue and I haven't heard an update.  We would like to get our clients upgraded, as we now have 1 client with a full Windows 7 Rollout and per Symantec...MR5 is compatable with 7.

Any update would be appreciated and do we know if Symantec is still looking at this issue/has looked at this issue, as this has been over 2 months now.

Thanks,

Rick

So I've ran into this issue today and we just purchased Symantec Endpoint Protection and the only option I have in my downloads area is 11.0.5. Now I'm hold for over 30 minutes just so I can talk to someone about setting a link so I can download 11.0.4..... Why did I have to go through two call screeners to get put on hold for this nonsense?  And to see the lame tech support responses in this thread, wow.... I haven't had to call Symantec in years, good to see they still provide "great" support.

Yes, I'm venting.

Come on Symantec,  this is over 2.5 months old now. Still no patch?!? This is getting ridiculous. I'm tired of continuing to check this thread to see no response from Symantec.

We just spent 2 days working on this issue for a client and I thankfully came across this post.  Unfortunately, it sounds like we're in the same boat as everyone else - playing the waiting game.  For now I've set the Symantec Endpoint Protection service to manual on the server and have a scheduled task to diable the service during business hours and re-enable after hours.

I have just upgraded my 11.0.4 installation to 11.0.5...oh dear...now we're having problems with our accounts package, not Quickbooks though, Sage.

Upgraded as I was having issues with updates on 11.0.4 and was advised to update to 11.0.5.

Hopefully they'll have a fix soon..

I just upgraded to QB Pro 2010 and, so far, the problem seems to be solved.   Had a minor problem when installing on a 2nd workstation, but it was to be expected as we only have 1 license, so it was removed and we are back to just the 1 workstation.   I am able to open and close multiple companies without any errors, and without having to run to the server to shut off the antivirus and turn it back on.

I will post again if any problems do appear, but in the meantime I will keep my fingers crossed!

I have experienced the same issue with SEP 11.0.5 and QuickBooks Enterprise Solutions 7.0.  QB always said the company file was already open even though no users had QB open.

I uninstalled SEP 11.0.5 from the server with plans to install 11.0.4, but the Symantec FileConnect site only shows 11.0.5.

I tried to get the download from Symantec.  I talked to Symantec Customer Care, then Tech Support, then Download Support, then Tech Support, then Licensing and no one was able to help me.  Licensing said to download the 11.0.4 patch from the Symantec website.  I told them I can't apply the patch because I don't have a previous 11.0.x version to apply the patch to.  I only have SAVCE 10.1 and SEP 11.0.5. 

Finally I was told I would have to purchase technical support to get help with this issue.  Are you kidding me?  I just want the 11.0.4 download.  Currently our SBS server has no antivirus on it so our users can use QB.

Does anyone have a 11.0.4 download they can share with me?  Symantec doesn't seem to care about helping me.

I may end up having to install SAVCE 10.1 in unmanaged mode on the server again until I can find a better solution.

 So what we have concluded is that if you are on QB 2007/2008 you will have issues if your QB server is running an RU5 client.
One poster, claims that on QB2010, there is no issue.  And a couple claim QB2009 there is no issue.
We'll have to get a few more folks to verify that...  Hopefully sooner rather than later.

So it seems that the working solution, is to just downgrade the AV client that hosts the QB server/files to MR4 or older.  Your SEPM can remain at RU5, as that is not the issue.

This will provide you with some level of security, rather than uninstalling it completely which many seem to have done.

For you folks that need MR4, you just need to be adamant to the support group for them to post up the MR4 media.  Or at least the client installation files to the Symantec file sharing site.  This way you can import that package into your SEPM, and manage it as needed.  
Or upgrade if it's possible to the newer QB versions.

We're a CPA firm, and we support clients on multiple versions of QB, thus have to have multiple versions of QB on our server. I can confirm a few things (just to second Teiva-Boy and EdgeWorks's posts):

- This issue ONLY affects QB 2007 and 2008.
- QB 2009 and 2010 are fine under UR5.
- Reverting SEP back to MR4 on the QB server will alleviate the issue and allow QB 2007 and 2008 to serve files properly.

And I have a few suspicions (based on the info above) that I have not tested:

- Most likely, the SEPM console and workstations can be upgraded to UR5, as long as the QB Server stays on MR4.
- QB Enterprise Solutions 7.0 and 8.0 are probably going to encounter a similar problem, as those versions correspond to QB 2007 and 2008.

Just an aside - QB changed to this new server model in QB 2006 (which was ugly on its own trying to get that version to work right). It's essentially based on their Enterprise product, which is why I suspect that the Enterprise Solutions products will encounter the same issues that the QB products will. I'm *not* certain if this particular issue is due to the product itself or the database engine that it's using (SyBase SQLAnywhere, if I recall correctly).

Symantec and Intuit both have this issue in their database (not that it being a 'known issue' gives anyone the warm fuzzies), and the recommended workaround from both companies is to either revert SEP to MR4 on the QB server or upgrade QB to 2010. (FWIW, Intuit will be dropping support for QB 2007 in less than 6 months anyway, so if you're on 2007, I'd go that route.)

HTH

   -d

I'm a Symantec reseller with over 50 installs of Endpoint.  After 12/31/09 all my MR4 version servers had the buildup of tmp files as discussed in Document ID: 2010010617161948 to where the entire C: drives on all these servers  would fill to capacity with Symantec tmp files.  Based on problems with MR4 it cannot be used and based on problems with UR5 it cannot be used.  I see no Symantec based solution at all.

What is the status of this issue?  Has Symantec come out with a fix yet?

I agree with KJW281 completely.   I was having the same issue with MR4 filling the hard drives with bad files.  So after 4 months, the 'solution' is to either rig the server with a scheduled job to run the Symantec HACK to delete the update files off the server and let it suck them back in, eating up bandwidth, CPU, etc..  Or you can run the latest version, but with the REAL TIME PROTECTION on your FILE SERVER TURNED OFF.  Neither one is acceptable. 

 This is the latest information on this issue: http://service1.symantec.com/support/ent-security.nsf/854fa02b4f5013678825731a007d06af/6b33b0195b635e3d882576a900041112?OpenDocument . I will be looking into this more and reporting back here if I can find a better workaround that can help everybody.

Sorry,
Grant

We've had the same issue. Hard drive fills up in 11.04, 11.05 stops quickbooks running and stopping realtime protection on a file server - I don't think so.
Just an additional note, we're actually running quickbooks 2006 so the good news is that might be a good incentive to get quickbooks upgraded.

SEP Small Business Edition v3.0 / Endpoing Protection Client v12.0

Have a client with SBS 2003. SEPM refused to update after some date in Nov 2009. I recently forced the upgrade using the 11.0.5 media rather than letting Live Update handle it.

So needless to say, I'm now having this problem as well.

Regardless of weather QB 2010 works or not, Symantec needs to fix this issue, or having said that, does the problem really lie with QB and not Symantec.

What are the technical differences? I cannot reproduce this problem on SBS 2008

 I found something that might be useful. Please check quickbooks help site:
http://support.quickbooks.intuit.com/support/pages/knowledgebasearticle/8773d9d4. 

They suggest this,

1. Restart the computer that is hosting the company file.
2. Try to open the company file, if the same error occurs proceed to Step 3.
3. Open the QuickBooks Database Server Manager on the server and ensure the company files shared folder is displayed in the "Folders that contain QuickBooks company files" applet.
4. Copy the company file from the server and paste it on the local computer.
5. Open the company file on the local computer.
6. Close the file and copy the file back to the server's company file shared folder using a different file name so you do not overwrite the original file.
7. Open the QuickBooks Database Server Manager on the server and scan the renamed file you just copied back to the server's shared folder.
8. Open the company file on the server from a local computer.

Now I don't have an old version of QuickBooks to test this so I would appreciate feedback.

Thanks,
Grant

Grant, thank you for the suggestion. I personally and I imagine most others do not install the application on the server making it imposable to open the fire on the machine hosting it.

However, having read that I'm going to try something. I'm going to open the fire and from within QB, do a repair or rebuild data and see what happens.

I'll get back to you once I've tried this.

EDIT and UPDATES. Rebuilding the data files did not help. Tonight I'm going to apply all of the real time scan file exclusions recommended but Symantec in your link.

SECOND UPDATE: Excluding the specified files from the real time scanner didn't work either. Tonight I'm rolling back the client on the server to 11.0.4. Then I'm going to look long and hard at other AV solutions.

This is absolute crap that Symantec still hasn't fixed this, or even been very open about the issue.  We are an MSP and provide SEP to our clients free of charge with their service.  Now I have to tell everyone sorry, if you are running a version of QB only 2 years old, then you have to upgrade it.  Sorry.   I could maybe understand if it was like QB 2003 or something but 2008?  What the hell 2008 is too old?

It's absolutely ridiculous that Symantec's answer to this 4.5 month old problem is to tell us to upgrade QB.

I am strongly considering taking our 500 installs elsewhere.  I am so upset about this issue, and the response to it.

We have clients who are accountants and have all versions of QB installed from 2004 on up.  I didn't even think of that before.  The answer of "upgrade" isn't even possible here.

If Symantec doesn't do something about this that allows QB older than 2009 to work, they will 100% be 500 licenses short come renewal.  It's obviously possible, hell it works fine with 11.0.4.  So get off your ass and fix it Symantec.  4.5 months is horrible.

Agreed. I am also a VAR who provides SEP to my clients. In the past I've worked hard to replace all other AV solutions with Symantec for several reasons, one being their normally quick response to problems.

I'm now sitting with a few clients more than a little upset.

That's it? This has just gotten dropped? Sweeped under the rug?
Way to go Symantec.

Yup.  It's atrocious.  My business partner and I have agreed, we are moving to a completely different solution if Symantec doesn't have this fixed by renewal time which I know isn't much in the grand scheme of things but it is 500 licenses just in our own renewal, not to mention the several other thousand that we recommend to our non-managed clients.  We are currently looking at either Trend Micro or Vipre.

Symantec has a short amount of time to fix this RIDICULOUS bug or they are going to be having one less MSP out there pushing companies towards them and instead, pushing companies away from them.

We can deal with a lot of stuff.  We can deal with bugs here and there.  But leaving one of the most popular SMB accounting packages completely broken for months on end is one surefire way to drive us away.  I really hope you are listening Symantec and have this fixed very soon.

Just wondering if this is still being worked on or if they have given up on fixing it.

If it will be fixed in the next release of the client (hopefully), then when is the next client version going to be released?

An update would be appreciated.

After waiting for months for Symantec to fix this issue, I finally ended up getting a hold of the 11.0.4 client installer.  (Symantec refused to allow me access to download 11.0.4, and the only previous version I had was SAVCE 10.1).

I installed it on the server as an unmanaged client, then I converted the client to a managed client.  I applied the MR4 SP2 patch.  Then I added a "Firewall Disabled policy" that allows all network traffic and applied it to the server.

While this is not the best solution, at least I have virus protection on the server and QB is working.

I found out after the fact you can use SEPM to create packages from the client installer I had downloaded, which means I could've installed the client as a managed client from the start.

This issue has taken up way too much of my time.  I can't believe Symantec can't/won't release a fix for this.

My client's Symantec renewal is up in May and I am seriously considering switching them to a different solution, since Symantec refused to give me support on this issue.

I'm amazed. I'm currently uninstalling 11.0.5 preparing to roll back to 11.0.4. Fortunately I only have one client still on SBS 2003.

I will also be moving to a new product come renewal time. Maybe if Symantec looses a few hundred licenses here and there they'll respond.

I'd like to comment on the last few negative posters, but it would do any good..

Support doesn't have any way to get customers an MR4 (11.0.4000.2295) CD download--believe me, I've tried.  We do have a way to get MR4 MP2 (11.0.4202.75) to customers if warranted.  If you have a support ticket open for this issue, your technician should be adequately aware that stepping the SEP client back to MR4 MP2 will cause the error to stop happening.  If they don't offer it to you, ask for it.  NOT MR4.  MR4 MP2.

I'm curious to see that people are saying they were refused support on this.  Feel free to PM me case numbers.  If you have a current support entitlement (i.e. are allowed to open a case) and advise your technician you're experiencing this issue, I can think of no reason why anyone would refuse you access to the MR4 MP2 disk.

(I wish I had a technical update to provide on this.  I apologize that I do not.)

Regards,
sandra

Sandra,

What would be most helpful is some actual confirmation that Symantec is working on a fix and the fix will be included in the next update.  At least hearing that would put my nerves at ease.  Right now I am facing migrating everyone away and I'd rather not do that.

More and more we are putting out little servers running 2008R2 Foundation (A great product by the way).  I have to be able to host QB files on those servers, and sometimes QB 2008 or older.  I still have no solution for that.

Again, I'm ok with it for now, but I need to know that it will be fixed in the next update.

Rob Miller

Same song & dance. . .  I installed SEP v12.xx. The data files cannot be accessed on the 2003 server hosting the QuickBooks files unless the AV protection is disabled. I tried several of the suggestions from Symantec’s & Intuit’s sites. I tried three times to reach SEP support. I was on hold from one hour to over an hour and a half each time. Finally, I uninstalled SEP from all systems and installed a different AV program. This was in a CPA office at the start of Tax Season (January 2010). I still have not seen any answers regarding this issue, unless I have missed something somewhere. 

There are firewall exclusions that were suggested by support initially..but those exclusions were of no use. the issue recurrec again in just 2 days. Best workaround is to obtain MR4MP2 from Support and install the SEP MR4MP2 client on the quickbooks server alone. But if you are running quickbooks server on Win 2008 R2...then you are in a glitch...Mr4Mp2 wont work on Win 2008 R2...