Troubleshoot errors and unexpected results when using QuickBooks Online Backup (OLBU)

QuickBooks Online Backup has security measures in place to protect the access, loss, misuse and alteration of data and personally identifiable information under its control. It employs sophisticated security measures and uses encryption technology similar to what financial institutions and US Government use.

This article covers the following scenarios. For help in setup, file restore, and password-related issues with Online Backup (OLBU), check out set up, restore, and troubleshoot password-related issues in OLBU.

Active Online Backup account shows disabled

If you are getting the error Online backup account has been blocked when backing up your files, you need to reinstall your OLBU.

1. Uninstall QuickBooks Online Backup.
   1. On your keyboard, press Windows+R to open the run command.
   2. Type in control and click OK to open the Control Panel.
   3. Click Programs and Features..
   4. Select QuickBooks Online Backup and click Uninstall/Change.
   5. Follow the prompts to complete the process.
2. Re-install QuickBooks Online Backup.
   1. Download the setup file.
   2. When prompted, save the Onlinebackup_quickbooks.msi file.
   3. Right-click the .msi file and select Run as Administrator.
   4. Follow the prompts to complete the installation.
3. Enter the Account ID and Password that you received via email when you signed up for OLBU, and click OK.
4. Click Continue and follow the prompts.

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Error: Backup ran out of time...

The error Backup ran out of time... when running a scheduled back up happens because of one or more of the following:

• One or more selected files has been compressed or compacted using WinZip or another compression application.
• The company file has recently been rebuilt due to software upgrade or data damage.
• The selected file is being automatically compressed by the original application when it reaches a certain size, depending on the type of file selected.

To resolve this issue, run a manual backup.

1. Open the file in QuickBooks Desktop.
2. From the File menu, click Save Copy or Backup.
3. Select Backup Copy and click Next.
4. Choose Online Backup and click Next.
5. Follow the prompts to complete the backup.

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Error: C++ Runtime Error

The error C++ runtime error! C:\program files\quickbooks online backup\onlinebackup.shl when using your OLBU usually happens when one of the files in the backup set has the incorrect file details. To resolve this issue, copy the icon library file (.icl file) to the desktop and delete it from the application directory. This will reset the file selection to zero.

1. On your keyboard, press Windows+R to open the run command.
2. Copy and paste the Online backup path into the Open field and click OK.
   Path: C:\Users\[your user name]\AppData\Roaming\OnlineBackup
3. Right-click OnlineBackup.icl and select Copy.
4. Right-click an open spot on your Desktop and select Paste.
5. Back to the Online backup folder, right-click the OnlineBackup.icl file and select Rename (rename the file to OnlineBackup.icl.OLD).
6. Copy the OnlineBackup.icl file from your Desktop to this path: C:\Program files\Quickbooks Online Backup.
7. Re-open your OLBU and run a test backup.

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Error: Installation has not completed

Damaged installation files or deactivated OLBU account can cause the error Installation has not completed. To fix the damaged installation file, reinstall your OLBU.

1. Uninstall QuickBooks Online Backup.
   1. On your keyboard, press Windows+R to open the run command.
   2. Type in control and click OK to open the Control Panel.
   3. Click Programs and Features.
   4. Select QuickBooks Online Backup and click Uninstall/Change.
   5. Follow the prompts to complete the process.
2. Re-install QuickBooks Online Backup.
   1. Download the setup file.
   2. When prompted, save the Onlinebackup_quickbooks.msi file.
   3. Right-click the .msi file and select Run as Administrator.
   4. Follow the prompts to complete the installation.
3. Enter the Account ID and Password that you received via email when you signed up for OLBU and click OK.
4. Click Continue and follow the prompts.

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Error: There is no disk in the drive, when using QuickBooks Online Backup

Change of file location or hard drive can cause the error There is no disk in the drive. Please insert a disk into a drive Device\Harddisk\DR2 when using OLBU. To resolve this issue, clear the listed files in OLBU and re-run the backup

1. From the View menu of your QuickBooks Online Backup, select By File Rule.
2. Highlight the listed files and click Remove.
3. From the View menu, select By File Tree and click Start Backup.

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Error: Windows - no disk Exception Processing Message c0000013

The error Windows - no disk Exception Processing Message c0000013 happens when OLBU is looking for a removable media that is no longer there (e.g. CD/DVD drive, flash drive or external drive that has been removed).

1. On your keyboard, press Windows+R to open the run command.
2. Type in diskmgmt.msc and click OK to open the Disk Management Window.
3. On the bottom right-hand side cell, scroll down until you see the letters of your removable storage device. The drive will read "Removable media" or "No media".
4. Right click the drive and select Change Drive Letters and Paths.
5. Click Change.
6. Select a different letter form the drop-down list. It is recommended to select a letter near the end of the alphabet.
7. Click OK to save the changes.
   NOTE: Repeat the steps 4-7 to all Removable Media drives.
8. Close the Disk Management Window and restart the computer.

After restarting the computer, run a backup. Once you confirmed that the error is gone, you have the option to change your drives back to the original lettering.

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Missing Backup History in Online Backup

If your recent backup history is missing, you may need to run the Online Backup Refresh Utility.

1. Download the QuickBooks Online Backup Refresh Utility.
2. Click Save.
3. When the download is complete, click Run.

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Online Backup account has been disabled

1. Download and run the Online Backup Password Utility 2.0
2. Enter the correct account ID and click OK.

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Sign-up page appears when using the Online Backup service

This happens when OLBU is already installed but QuickBooks Desktop is not recognizing it. To resolve the issue, you need to reinstall your OLBU.

1. Uninstall QuickBooks Online Backup.
   1. On your keyboard, press Windows+R to open the run command.
   2. Type in control and click OK to open the Control Panel.
   3. Click Programs and Features..
   4. Select QuickBooks Online Backup and click Uninstall/Change.
   5. Follow the prompts to complete the process.
2. Re-install QuickBooks Online Backup.
   1. Download the setup file.
   2. When prompted, save the Onlinebackup_quickbooks.msi file.
   3. Right-click the .msi file and select Run as Administrator.
   4. Follow the prompts to complete the installation.
3. Enter the Account ID and Password that you received via email when you signed up for OLBU, and click OK.
4. Click Continue and follow the prompts.

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