topic Re: Problem accesssing Quick Books over a plusnet connection in Broadband

Problem accesssing Quick Books over a plusnet connection

snowbrother — Mon, 15 May 2023 14:28:29 GMT

Since last wednesday 10th May I've been unabel to access my quickbooks accounts on line using a plusnet internet connection. Spoken to quickbooks and they have confirmed they are aware of an issue connecting via plusnet. Has anyone else come across this and indeed found a fix?

Re: Problem accesssing Quick Books over a plusnet connection

adamwalker — Wed, 17 May 2023 11:22:20 GMT

Hi @snowbrother We've not come across any other examples of this on our side. I've had a look at your account and have a suggestion.

As it involves account sensitive information I've popped a ticket on your account here: https://www.plus.net/wizard/?p=view_question&id=233911720

Please have a look when you can and let me know back on here when you've responded.

Adam

Re: Problem accesssing Quick Books over a plusnet connection

TomHolmes — Thu, 18 May 2023 19:33:15 GMT

Same problem for me. Fine over 4g but on the WiFi cant use quickbooks app. Had a similar problem with screwfix app last year which suddenly started working again after a few weeks.

Re: Problem accesssing Quick Books over a plusnet connection

plass — Fri, 19 May 2023 11:31:43 GMT

Yeh same problem here .. Even tried a new laptop .. QB say its Plusnet

Re: Problem accesssing Quick Books over a plusnet connection

RPMozley — Fri, 19 May 2023 13:27:56 GMT

The problem with Screwfix may have been the issue of DNS records too large for the router (reported previously in the router section here, if I recall correctly).

Please try using a different DNS service, see if it works properly or just the same. We can then rule in or out that it’s a DNS issue.

Re: Problem accesssing Quick Books over a plusnet connection

TomHolmes — Fri, 19 May 2023 15:03:18 GMT

How do I do that?

Re: Problem accesssing Quick Books over a plusnet connection

RPMozley — Fri, 19 May 2023 16:04:00 GMT

Instructions are dependent upon what system your device is using. Changing it on router can only be done with the PlusNet Hub2 or third party router, it’s not possible to change on Hub 1.

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Mon, 22 May 2023 15:41:59 GMT

I have a version 1 hub so can't update the DNS. But I have discovered that oddly I can access my accounts via an iPad over a plusnet connection. The ipad was I last used to access quickbooks before it stopped working.

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Mon, 22 May 2023 15:42:58 GMT

Hi Adam

I've responded on the ticket to your suggestion

Re: Problem accesssing Quick Books over a plusnet connection

adamwalker — Mon, 22 May 2023 17:33:04 GMT

Cheers for that, I've just responded back to the ticket for you, please take a look when you can.

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Mon, 22 May 2023 18:33:14 GMT

Hi Adam I’ve responded to the ticket

Re: Problem accesssing Quick Books over a plusnet connection

adamwalker — Mon, 22 May 2023 18:48:04 GMT

No worries, I've sorted that out and sent you a reply back.

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Tue, 23 May 2023 08:13:45 GMT

I've done that but still no change

Re: Problem accesssing Quick Books over a plusnet connection

SammyM — Tue, 23 May 2023 08:30:00 GMT

Cheers @snowbrother,

Does it work on none Plusnet connections? and is it only the login site affected or the whole site?

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Tue, 23 May 2023 08:37:14 GMT

It does seem to be onyl plusnet conenction as I can join over my mobile, although that is also plusnet. As I say I can log in via an ipad on a plusnet connection. I can access other parts of teh quickbooks site I just can't log in. Also if I try and contact them through the website that dosn't work either. The issue seems to be when its trying to validate its me login in or contacting them they can't confirm who I am and then it locks me out.

Re: Problem accesssing Quick Books over a plusnet connection

SammyM — Tue, 23 May 2023 09:38:44 GMT

Ta, we are currently looking into this and as soon as I hear more, I will come back to you

Re: Problem accesssing Quick Books over a plusnet connection

SammyM — Tue, 23 May 2023 09:45:18 GMT

Is there any chance you can PM me screenshots of what you are seeing when you try to log in? I want to make sure we have more than enough to investigate it fully.

Re: Problem accesssing Quick Books over a plusnet connection

DW3 — Tue, 23 May 2023 10:07:42 GMT

Yes same problem here since last Wednesday.

All other websites are fine,but cannot access my quick book account.

Spoke to tech at Quickbooks and they confirmed it was our Plus-net internet Provider.

Hopefully Plus-net will resolve the problem soon?

Re: Problem accesssing Quick Books over a plusnet connection

SammyM — Tue, 23 May 2023 10:12:31 GMT

Can you Dm me some screenshots as well @DW3 ?

Re: Problem accesssing Quick Books over a plusnet connection

snowbrother — Tue, 23 May 2023 11:52:20 GMT

Hi I think I've just DM you some screenshots