QuickBooks Problems: Using UDAS to Troubleshoot


One of the best things about my Fourlane team is how much we learn from each other, everyday.
Take Chrystal Goff, for example. Before she joined our team, Chrystal worked for Intuit in Beaverton, Oregon, as a Tier 2 Software Technician in Enterprise Business Applications. While there, she learned this handy troubleshooting acronym, UDAS:

U – User: Can you replicate the issue?

D – Data: Does it only happen when the user is creating a specific transaction or performing a specific function?

A – Application: If the user tries a different login at the user’s workstation, do we get the same results?

S – System: Does this happen if the company file is on a server or in a hosted environment, but not when it’s moved to a local drive?

Recently, UDAS came in handy when Chrystal was working with Jon Hart Designs. This Texas-based company designs and produces custom and personalized bags, totes, and luggage and office accessories in Austin. One of the company’s users was getting random “Abort” messages that shut down her QuickBooks program.

Using her handy acronym, Chrystal found:

  • A-Application: No matter which workstation the user used, the Abort message would occur.

As a result, we created a new user and password. Unfortunately, this didn’t fix the problem, so Chrystal requested that the client take a screenshot the next time the error message came up. That way, Chrystal could troubleshoot and see exactly what was happening. Once she received the screenshot, Chrystal did more research and found an Intuit Support document revealing that the abort problem was a software version issue.

This random problem will be resolved when Jon Hart Designs is ready to upgrade. Even though the problem may stay until the company upgrades, Jon Hart Designs had great things to say about Chrystal. Good job!

If you have any issues with QuickBooks that you need help resolving, try Chrystal’s handy acronym, or call us – we’re happy to help.


About Marjorie Adams

Our head QuickBooks trainer and guru, Marjorie Adams, is Founder and CEO of Fourlane, Inc., an award-winning consulting firm and Intuit’s #1 QuickBooks Reseller Partner. Fourlane’s team of experts offers several QuickBooks oriented services including consulting, training, programming, integration, and more. Over the years, Fourlane has helped over 10,000 customers across many different industries with their QuickBooks accounting software. Marjorie Adams is considered one of the top QuickBooks trainers in the country. She was listed on CPA Practice Advisor’s 40 Under 40 in 2014 & 2015, and has been recognized as Intuitive Accountant’s 2015 QuickBooks Desktop ProAdvisor of the Year. Marjorie sits on Intuit’s VIP Program, is a frequent contributor to Inuit Accountants News Central, and has developed Intuit’s QuickBooks Enterprise Certification training. She has also been published in The Wall Street Journal, Forbes, BusinessWeek, American Express Open, the Huffington Post, and Inc. Magazine.

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