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Intuit Fixes QuickBooks Auto-update Data Loss Problem

by , 12:15 PM EST, December 17th, 2007

Intuit came under fire from users on Sunday and Monday for a problem with the QuickBooks for Mac updater that was deleting user's Desktop directories. The company has fixed the problem, and is now working on a plan for recovering lost files from their customer's hard drives.

QuickBooks 2006 and 2007 for the Mac users began reporting on Sunday that the application displayed a dialog stating that a software update was available. When the update began to download, however, the user's Desktop directory and all of the files on their Desktop were deleted.

Intuit's advice for users that did lose data because of the problem with the auto-update option is to leave their Mac alone while the company decides how to proceed.

In a post on the QuickBooks forums, an Intuit employee stated "For those of you who have been affected, we are testing out options for recovering the deleted files. Our recommendation for now is to leave your Mac running (do not reboot) and do not use it further. If you continue using your computer or reboot, you may over-write the area on the disk where the deleted data is stored, preventing any recovery efforts from being effective."

Intuit is also collecting contact information for anyone that was affected by the problem. Users can email their information to Quickbooks_community_team@intuit.com.

Observer Comments

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Close Name:gopher Posts: 291 Joined: 28 Mar 2002
Mon Dec 17, 2007 4:43 pm Subject: this is a fix?

I see no updates or anything referring to an actual fix. People calling Intuit are being told to call a paid only support phone nubmer.


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Close Name:ianvacin Posts: 1 Joined: 17 Dec 2007
Mon Dec 17, 2007 10:10 pm Subject: Update on QuickBooks Pro for Mac

Dear QuickBooks Pro for Mac users,

We apologize for any problems that may have occurred related to today's QuickBooks Pro for Mac 2006 and 2007 product update activity. As you may know, we resolved the update issue this morning and understand some of you have been affected. We have launched the following site to share information and are committed to working with any customers affected on a one-on-one basis. As a reminder, if you think you may have been affected we request that you share your contact info with us so we can assist you right away.

http://support.quickbooks.intuit.com/support/Search.aspx?kbID=1009249&sg=SG_QuickBooksProforMac2007&mod=12-17-2007+9:34:42

Sincerely,
Ian Vacin
Offering Leader of Intuit's Mac Financial Software


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Close Name:Guest
Wed Dec 19, 2007 6:22 pm Subject: Thank You IV

Thank you Ian,

But hey fanboys. There ain't no fix. I feel sorry for Intuit because this is not their fault.


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Close Name:Intruder -   TMO Mac Specialist Posts: 3149 Joined: 07 Jul 2004
Wed Dec 19, 2007 6:36 pm Subject: Re: Thank You IV

Quote
Anonymous wrote:
Thank you Ian,

But hey fanboys. There ain't no fix. I feel sorry for Intuit because this is not their fault.


How, exactly, is it "not their fault?"


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Close Name:MacWeasel Posts: 7 Joined: 14 Dec 2007
Fri Jan 04, 2008 6:31 pm Subject: Data Recovery

I've heard a number of people have been able to recover their lost files using SubRosaSoft.com's FileSalvage. A couple friends were affected by this issue and had good results getting it back.

http://www.subrosasoft.com/OSXSoftware/index.php?main_page=product_info&products_id=1

This is a great reason to keep up to date backup of all your systems. A data disaster a couple years back changed my mind about backups and I've kept on top of it ever since.


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