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Qbwin.log: Failed to decrypt user's master key. UserID: 0. Error: Failed to decrypt user's data ...

You see this error message in the Qbwin.log file:

Error: Failed to decrypt user's master key. UserID: 0. Error: Failed to decrypt user's data access key
Why this is happening
The User List or your built-in admin user in your company data file is damaged.
How to fix it

Check the QuickBooks Admin User for damage.

  1. First, Update to the Latest Release.
  2. Next, make a backup (or portable) of your company file before proceeding.
  3. Log in to your company file as the Admin user. If you do not have the Admin login, contact whoever the QuickBooks Admin is to have them log in.
  4. Go to the Users List:
    • QuickBooks Desktop Pro and Premier: Select the Company menu, Set Up Users and Passwords, and then Set Up User.
    • QuickBooks Desktop Enterprise: Select the Company menu, Users, then Set Up Users and Roles.
  5. Select the Admin user (built in) and click Edit User.
  6. Change the password to a temporary password.  For example, Intuit123.
  7. Click Next and then Finish.
  8. QuickBooks Desktop will re encrypt data in your file; this could take several minutes.
    • If QuickBooks Desktop crashes while encrypting, you will need to send your file to Data Services for recovery fees may apply.
    • If the encryption process completes (you may see a "working" window while the encryption process is working).
  1. This step is very important: Close out of the company file (File- Close Company/Log off), then close the program completely, then log back in as the Admin user. This will finish the re-encryption process.

  2. At this point, the Admin users encryption should be fixed, and you can log in with the new password you created in step 6 above. To be sure the encryption was fixed, you can check the QBWinlog as described below:
      • Look for anything in the recent entries of the Verify log (QBWin.log) such as:
        • LVL_SEVERE_ERROR--GetMasterKey Failed: The decryption has failed or
        • LVL_SEVERE_ERROR--GetDataAccessKey Failed: The decryption has failed
      • (It worked): If you do not see any of these errors above for the admin user in the latest entries of the log (date/time stamp are after you performed the steps above), you can change your password back to what it was by repeating steps 3-8 above).
      • (It did not work): If the verify detects these errors in the latest entries (the date/time stamp are after you performed the steps above) of the log, you will need to send your file to Data Services for recovery (fees may apply). Only send your file to Data Services for repair if the Masterkey error is for your Admin user. If it is for a non-admin user (such as Frank-FrontOffice, Susan-Reporting, etc), you will need to delete those users and re-create them. Only the Admin user encryption is able to be sent to Data Services for repair.

What to expect if you send your file to Data Services for repair.
  • Sending your company file to Data Services may require you to delete and re-create your QuickBooks users (non admin users) when the file has been returned and you are unable to edit your users names and passwords (this does not apply to the user roles). If you need to delete the users, Intuit recommends to a create a backup or portable company file before you take action.
  • Assisted Payroll users – To repair your company file, Data Services may need to remove the admin user which means all payroll information will have to be re-entered.
  • In some cases, Creating a new company file may be the only solution.
  • You may have some missing notes after getting your file back from Data Services.
KB ID# SLN42213
4/28/2017 10:45:35 AM
QYPPRDQBKSWS05 9138 Pro 2017 42157b