Real Time

Qbox Service Status

Current Status:

ONLINE & MONITORING

February 1, 2021: 10PM PST

Qbox service has been fully restored. Our team has been working around the clock to resolve the issues and while the system is stable, we remain vigilant in our monitoring and will fix any and all issues as they arise.

Below are answers to a few common questions and instructions on how to best restore your folder structure in the event you had to move or copy or move any QuickBooks

Q: My Qbox is running but it’s orange or gray.
A: If you notice that your Qbox Icon is orange, please place your mouse over it. If it gives a syncing message, please allow it to finish the sync process and it will turn green once done. If the Qbox icon is gray, place your mouse over the icon. If you see an error message, please restart Qbox by right clicking on the icon and selecting Restart Qbox. You can also restart Qbox in the task manager (CTRL+ALT+Delete) and select to End the Qbox Client. Once it removes itself from the list, close the task manager and double click on the Qbox Client icon on your desktop. 

Q: My Qbox says that it’s already running.
A: Please restart Qbox by right clicking on the icon and selecting Restart Qbox. You can also restart Qbox in the task manager (CTRL+ALT+Delete) and selecting to End the Qbox Client. Once it removes itself from the list, close the task manager and double click on the Qbox Client icon on your desktop.

Q: What if I had the file locked before Qbox went offline?
A: Your lock was retained while the system was down. Once Qbox is online, your file will sync all your changes and the file will unlock.

Q: What if I moved the file to a temporary location outside of Qbox?
A: Once Qbox is online, you can copy the temporary file back into Qbox. To do so

  • Locate the temporary file on your PC

  • Select the QBW Company File and TLG file and copy them

  • Open the Qbox Explorer, navigate to the folder it’s shared in and paste under the existing file

  • You will be prompted to overwrite the file – Select “YES”

  • Qbox will then immediately lock the file and sync it

Once it has synced, the lock will be released

Q: What if I worked on my QuickBooks file while Qbox was offline but I didn’t have it locked?
A: If you opened the file from QuickBooks directly or had opened your file from Windows File Explorer while the system was offline, follow these steps:

  • Open the file while Qbox is running

  • Qbox will prompt you to the lock – Select “YES” and confirm the work is in the file

Once confirmed, close the company file and allow Qbox to sync and release the lock. 

Q: After Qbox came back online, I opened the file and my work wasn’t in the file.
A: Your file is now located within the Qbox Recovery folder. The Qbox Recovery folder is created in the same directory path as the Qbox folder. If you worked on a file without locking it, and Qbox needs to sync changes made by a different user (team member or client), Qbox will first make a copy of your file, and then sync the file from the other user. If you prefer to use your version of the file instead of the version synced by the other user, you can recover it from the Qbox Recovery folder. Qbox maintains up to two copies of the recovered files named copy_1 (most recent) and copy_2, in the recovery folder. You can rename the file back to the original name, then continue to copy/paste the file into Qbox Explorer. This will replace the existing file with your version.

If you have any other questions or need help, please reach out to us directly via:

Online Chat: Widget on bottom right of this page

Email: support@coraltreetech.com

Call: 855-448-QBOX (7269)

February 1, 2021: 3PM PST

Qbox service has begun to resume for some users. We anticipate that the service will be fully restored shortly.

February 1, 2021

Our team has been working around the clock and has been able to find a fix. We are testing it internally and will begin to roll it out later today if it passes all tests. Stay tuned for more updates.

Q. Can I work on my files right now?
A. Yes.  A copy of the most recently synced file remains on your own computer. Most of our clients have been able to work, by first copying the Company files (QBW and TLG files) from the Qbox folder, into a temporary folder. Please make sure that no one else works on the file until Qbox has resumed operation. We recommend that you also keep a backup of the file using QuickBooks backup. Once Qbox resumes operation, copy the files (QBW and TLG) into Qbox Explorer to sync and share the latest file with the other users. 

January 30, 2021

We completed a mandatory systems update over the weekend which caused a display issue in Qbox Explorer. Users reported that they were not able to see the correct “Date Synced”. In addition to this issue, we discovered that the mandatory update resulted in a separate issue that would have caused recurring outages. We had to make the tough choice to take the system offline in order to fix that issue. Our team has been working 24/7 to resolve the problem. We are also working directly with AWS (Amazon Web Services) who are providing assistance.

We appreciate your patience as we work tirelessly to resolve this issue. Please review this webpage as it contains important updates.

FAQ

Q. What happened to Qbox?
A. We did a systems update over the weekend which caused a display issue in Qbox Explorer. Users reported that they were not able to see the correct “Date Synced”. While working to resolve that issue, a separate technical issue surfaced that needed to be addressed in order to protect your data. We had to make the tough choice to take the system offline in order to fix that issue. Our team has been working 24/7 to find a resolution. We are also working directly with AWS (Amazon Web Services) who are providing assistance.
 
Q. Is my data secure?
A. Yes. There is no loss or change to any of the updates that you have made.
 
Q. Did Qbox get hacked?

A. No. There has been no breach of security and your information remains safe. This is solely an internal technical issue that we are working to fix.

Q. What happens to my files?

A. Your files remain fully protected. You will be able to resume work as normal the moment the system is back online.

Q. When will the issue be resolved?
A. We are working on it right now and given it’s technical nature, it’s difficult to provide an estimate on the time frame for resolution. We will send out another notification as soon as the issue is fully resolved.
 
Q. Can I work on my files right now?
A. Yes.  A copy of the most recently synced file remains on your own computer. Most of our clients have been able to work, by first copying the Company files (QBW and TLG files) from the Qbox folder, into a temporary folder. Please make sure that no one else works on the file until Qbox has resumed operation. We recommend that you also keep a backup of the file using QuickBooks backup. Once Qbox resumes operation, copy the files (QBW and TLG) into Qbox Explorer to sync and share the latest file with the other users. 
 
Q. What if I have not synced the file in a while?
A. The most recent synced file remains on the computer of your team member/client/accountant. If there is a critical need for you to work on your file right now, you could ask that team member to send you the latest version and you can continue to work on that file. Once Qbox is back online, all you would need to do is sync that file and all parties would then be able to access the latest file as usual. 

We apologize for any inconvenience this may have caused. The Qbox team remains committed to providing you a secure platform to work on and share your QuickBooks files. We have been working around the clock to resolve the issue and hope to have our system back online as soon as possible.