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Remove corrupted or damaged ActiveX (script) files to resolve merchant account problems

Examples of how these errors can manifest are:

  • An Unexpected Error Has Occurred - Your Scanning Session Had Ended
  • Script Error ####### - Do you wish to continue
  • Blank pages appear when making web-based connections
  • Problems navigating through web based connections
  • JAVA, .NET, .ASP related errors

Although not very common, these errors are more likely to occur with QuickBooks Check Processing applications due to the greater number of these files. However these errors can also occur in other merchant services applications (i.e., ReBill, downloading transactions, etc.).

If this is the first time experiencing this error(s), it is likely due to damaged ActiveX files that were installed to facilitate the connection to Intuit when transactions are processed.

(ActiveX files are scripts installed in Internet Explorer to perform the web functions listed above. Regardless of the default browser, QuickBooks will always use Internet Explorer to connect.)

NOTE: Security settings and/or applications can cause these problems as well. If there is a problem removing these files and/or installing the ActiveX components the system administrator will need to be contacted to change the permissions for the user logged in to the computer.

Also, be sure that Java is at its most current version. To be sure, visit the Java download site.

Detailed instructions

Before continuing, close QuickBooks completely. When a check scanner is used, be sure to turn off the scanner connected to the system.

Option 1

  1. Open Internet Explorer.
  2. Go to Tools>Internet Options. On the General tab, click Settings under Browsing History.
  3. Click View Objects to launch the Downloaded Program Files folder.
  4. Continue with Step 5 below.


Option 2

  1. Right click on the Windows Start button from the lower left-hand corner of the computer screen and select Explore.
  2. Browse to the Local C: drive.
  3. Find the Windows folder and open it.
  4. In the Windows folder, find the Downloaded Program Files folder and open it. Continue with Step 5 below.


Once the folder is accessed, perform the following:

  1. This window will display all the ActiveX components installed for Internet Explorer. Look for any Intuit files that may or may not have Intuit in the name (see examples below). Right click those files and select Remove.
    (e.g., IntuitRecurPayCom, QBMASSyncCom***TwainControlClass for TWAIN, FujitsuControlClass for ScanSnap, PaniniControlClass for Panini plus any check***QB*** or Intuit*** related files. 
    NOTE: When removed, the files found in this folder are always re-installed once the website that created them is re-visited.
  2. Open QuickBooks and repeat the steps that had caused a problem previously (e.g. attempt to scan a check, download transactions). You should be prompted multiple times to re-install these files.
    NOTE: If the files do not appear to download, you may need to Configure Internet Explorer, Configure Security Applications or Configure the user Account Control.
  3. Once completed the problem will be resolved.


KB ID# HOW16164
11/19/2017 1:28:04 PM
PPRDQSSWS901 9142 Pro 2018 b0b01a