----==_mimepart_661f1449e8681_1eb3fcec11035f4567758b1 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi=C2=A0Stephanie,=C2=A0 Who would be able to do a remote session wit= h me. I can't guarantee that I can fix it but I'd be happy to take a look= . Thanks,=C2=A0 John Andrew Hawkins = = On Tue, 16 Apr at 7:57 PM , TheKey Support wro= te: No changes have been made to any of the Cana= da ClearCare users with regards to the user cleanup we started last week.= You can submit a ticket with WellSky support via clearcare.support@wells= ky.com Be sure to include the URL for Montreal(https://montreal.clearcare= online.ca/) = = = = Amy Freeman Head of Product = (650)722-8247 = = = = = = = = On Tue, Apr 16, 2024 at 4:18=E2=80=AFPM wro= te: = = = Looping in Amy Freeman here as well to potentially assist. = =C2=A0 = = Thank you, = =C2=A0 = Michelle Kenaga = Senior Manager Billing and Submissions = Direct line: (408) 831-0579 = michelle.kenaga@thekey.com = = = = =C2=A0 = = From: michelle.kenaga@thekey.com Sent: Tues= day, April 16, 2024 4:17 PM To: 'John Andrew Hawkins' ; stephanie.fuston@thekey.com; tt@thekey.com Cc: kristy.poyner@thekey.= com; terrence.vetter@thekey.com; laszlo.kovacs@thekey.com Subject: RE: BI= LLING SHOWSTOPPER $159,682.15 - [#768073] = = =C2=A0 = Hi John, = =C2=A0 = The last time this computer was restarted was today, the team remotes in= to a computer to access montreal quickbooks. = =C2=A0 = We received this error within quick books-When we click on contact appli= cation support it takes us to clearcare. = =C2=A0 = = = =C2=A0 = = = =C2=A0 = Thank you, = =C2=A0 = Michelle Kenaga = Senior Manager Billing and Submissions = Direct line: (408) 831-0579 = = michelle.kenaga@thekey.com = = = = =C2=A0 = = From: John Andrew Hawkins Sent: Tuesday, April 16= , 2024 4:13 PM To: stephanie.fuston@thekey.com Cc: kristy.poyner@thekey.c= om; terrence.vetter@thekey.com; tt@thekey.com; michelle.kenaga@thekey.com= ; laszlo.kovacs@thekey.com Subject: Re: BILLING SHOWSTOPPER $159,682.15 -= [#768073] = = =C2=A0 = = = = Hi=C2=A0Stephanie,=C2=A0 = =C2=A0 = When was the last time updates were performed on Windows and QuickBooks= ? When was the last time that this computer was restarted? = =C2=A0 = Thanks,=C2=A0 = =C2=A0 = John Andrew Hawkins = =C2=A0 = =C2=A0 = = =C2=A0 = = = On Tue, 16 Apr at 7:09 PM , TheKey Support wrote: = = = To keep all in the loop, this is a process that is performed every Tuesda= y. This is the first day I had an issue. = =C2=A0 = = = On Tue, Apr 16, 2024 at 7:05=E2=80=AFPM Troy Riha = wrote: = = = = +Terrence Vetter=C2=A0 = =C2=A0 = Is there any chance that the new security changes have blocked the expor= t?=C2=A0 Could we try adding the QB web connector to enable that export f= unctionality somehow/or check to see if that is potentially the=C2=A0issu= e? = = =C2=A0 = = = On Tue, Apr 16, 2024 at 3:58=E2=80=AFPM wrote:= = = = Hi Everyone, = = =C2=A0 = = Looping in Troy here as well. = = = =C2=A0 = = @Timothy Thomas do you have any contacts for QB support we can reach out = to for assistance here? This is currently holding up revenue by over $159= K. = = =C2=A0 = = Thank you, = = Kristy Poyner = = Billing Manager = = Kristy.Poyner@thekey.com = = = = = =C2=A0 = = From: Stephanie Fuston Sent: Tuesday, Apri= l 16, 2024 5:41 PM To: John Andrew Hawkins Cc: Kri= sty Poyner ; Michelle Kenaga ; Timothy Thomas ; Laszlo Kovacs Subject: Re: BILLING SHOWSTOPPER $159,682.15 - [#768073] = = =C2=A0 = = Hello, = =C2=A0 = I have not made any changes to the remote computer.=C2=A0 = =C2=A0 = Thank you for the information. = = = Thank you, = = = Stephanie Fuston = = = Invoicing Team Lead = = = Stephanie.Fuston@thekey.com = = = = = = =C2=A0 = = = On Tue, Apr 16, 2024 at 6:39=E2=80=AFPM John Andrew Hawkins wrote: = = = = = Hi=C2=A0Stephanie,=C2=A0 = =C2=A0 = Quickbooks isn't an application that we maintain or support. Have you = made any changes to your computer recently either to Windows or Quickbook= s that may have caused the issue? Have you applied all of the appropriate= Quickbooks updates to your computer? Have you contacted Quickbooks suppo= rt? = =C2=A0 = Thanks,=C2=A0 = =C2=A0 = John Andrew Hawkins = =C2=A0 = =C2=A0 = = =C2=A0 = = = = 768073:611100 = = = = = = = = = = = 768073:611100 ----==_mimepart_661f1449e8681_1eb3fcec11035f4567758b1 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Hi=C2=A0Stephanie,=C2=A0 Who would be able to do a remote session with me. I can'= t guarantee that I can fix it but I'd be happy to take a look. Thanks,=C2=A0 John Andrew Hawkins On Tue, 16 Apr at 7:57 PM , TheKey Support &= lt;itsupport@thekey.com wrote: No changes have been made to= any of the Canada ClearCare users with regards to the user cleanup we st= arted last week. You can submit a ticket with WellSky support via clearcare.su= pport@wellsky.com Be sure to include the URL for Montreal( https://mont= real.clearcareonline.ca/ ) Amy Freeman Head of Product=