What if: I encountered an 'extended information' error while backing-up?

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A reader wrote in asking how to resolve a problem with their QuickBooks Desktop local back-up. It seems every time they attempted to perform a local back-up of QuickBooks, either manual, automatic (after shutdown) or scheduled, they always got an error message advising them that there was some file security issues created by 'extended information'. Further the file never did backup, it simply wrote a 'temporary' file to the directory where the back-up was to be saved.

This really isn't an issue with 'file security' in terms of the QuickBooks file itself or the back-up file, nor is there some 'hidden' set of data that QuickBooks can't access. This problem is typically caused by damage to the actual QuickBooks application (program). 

We tend to see this problem a lot if Windows attempts to install updates and QuickBooks was left open on the computer where the updates are being installed.  Several related-files and components end up corrupted as part of the update and/or post-update reboot process. 

In rare cases the actual QuickBooks Company-file that was open at the time may also have some corruption. In those cases the file may not open properly when you attempt to open it from within QuickBooks.

In some cases it maybe necessary to resolve this problem by uninstalling QuickBooks on the computer, downloading the latest QuickBooks release of your product from the Intuit website, downloading, installing and running the 'clean install' tool, and then installing the downloaded QuickBooks software. But I suggest trying to repair your existing QuickBooks installation before you go through the removal and re-installation. For simplicity purposes I have listed both procedures, in my recommended order, below:

Solution 1 – Perform a Windows Repair of QuickBooks

Attempt this solution first.

  1. Close QuickBooks
  2. Click the Windows button
  3. Open the Control Panel
  4. Click Uninstall or change program
  5. In the list of programs select QuickBooks
  6. Click Uninstall/Change
  7. In the QuickBooks installation window, click Next
  8. Select the Repair radio button, click Next
  9. Click the Repair button at the bottom
  10. After the repair process completes, click Finish. The QuickBooks application should now be repaired
  11. Reboot your computer
  12. Open your QuickBooks to verify that it opens normally (Note: It maybe necessary to download the latest 'QuickBooks update (release)' after you open QuickBooks.)

Solution 2 – Perform a Clean Install of QuickBooks Desktop

If the Windows repair of QuickBooks does not resolve the problem, attempt a clean install of QuickBooks.

  1. Close QuickBooks
  2. Click the Windows button
  3. Open the Control Panel
  4. Click Uninstall or change program
  5. In the list of programs select QuickBooks
  6. Click Uninstall/Change
  7. In the QuickBooks installation window, click Next
  8. Select the Uninstall radio button, click Next
  9. Click the Uninstall button at the bottom
  10. After the uninstall process completes, click Finish. The QuickBooks application should now be removed from your computer
  11. Download the QuickBooks_Clean_Install_Tool.exe file and save it to your desktop
  12. Open the QuickBooks_Clean_Install_Utility.exe
  13. Click I Accept on the license agreement
  14. Select your version of QuickBooks Desktop and click Continue
  15. Click OK when you see the message "QuickBooks is now ready for a clean install, please install to the default directory"
  16. Download the most recent update of QuickBooks based upon your country and version. The U.S. versions of QuickBooks can be found by accessing your account from the Customer Account Management Portal Site.
  17. Install the version of QuickBooks you downloaded. Go to the location where QuickBooks Desktop was saved when you downloaded and double-click the QuickBooks executable file to run the QuickBooks installation.
  18. Follow the on-screen instructions and be prepared to enter your License and Product numbers.
  19. Upon completion of the installation, reboot your computer
  20. Open QuickBooks to verify that it opens normally

Typically, one of these two methods will resolve the problem.  If not then you should contact Intuit QuickBooks Technical Support at one of the telephone numbers below. (Note: Charges may apply if you do not have a current support plan.)

  • The official telephone number for Intuit QuickBooks Technical Support for Pro and Premier (Desktop) users is 1-877-797-5809.
  • The official telephone number for Intuit QuickBooks Technical Support for Enterprise (Desktop) users is 1-866-340-7273.

At press time the numbers shown above were the 'active' official support telephone numbers. Insightful Accountant always recommends that you verify official numbers only from the actual Intuit QuickBooks website.  Do not simply accept or use telephone numbers you obtain when searching the internet for QuickBooks support, there are literally hundreds of fictitious companies and people who falsely represent themselves as Intuit and QuickBooks support.