Solved

Do bugs ever get fixed?

Forum|Forum|7 years ago
January 3, 2019
5 replies
1 view

We've reported huge bugs several times over an 8-month period, but there are never any updates or fixes. Anybody know how to get attention to any of these issues?

(E.g. - When PayPal transactions are accepted, they often create multiple register entries for the same transaction, along with duplicate sales receipts and expenses. We've submitted bug reports, developer bug reports, and general feedback - as well as just contacting basic support, but we'd really like to find a way to get more attention to major issues like this, since they surely affect any QBO user who also connects a PayPal account.)

QuickBooks Online

Best answer by JessT

Hello zendoodles,

Yes, we fix bugs.

When we read a post, we have to identify if it's really a bug or just an unexpected behavior that we can fix here. Or, is there a workaround to make sure a poster is able to work with his books? Then, if we can't do something about it anymore, that's the time we request for a call.

We encourage posters to call, so our phone agents can get additional details of the issue. They need to have screenshots, replicate the scenario on the QBO company of the poster, get the account information of the affected user, quantify the affected users, etc. This way, our engineers will have enough information to find the root cause and carefully create solutions that will not affect other functions. Also, there are things that can't be done here for security reasons. This why we request for a call.

On the other hand, I like the idea of not expalining the scenario again when reaching out to our phone support. I'm sharing this to the management team.

Please keep on posting here. We're just around to assist you.

A

Anonymous

Hi, Uammannaq.

Upon checking, this PayPal issue has been escalated, and our engineers are currently investigating this unusual behavior. They’re gathering as much information as they can to come up with the fix.

Moreover, we appreciate your efforts in contacting our support team to report your experience about the issue. Rest assured you’ll be notified through your email once they release updates.

Please don't hesitate to reach us again if you have other questions.

U

UammannaqAuthor

Well that's interesting for that issue, although we've been told that the exact same issue has been elevated to developers before.

But how about other bugs?

For example, since December 3rd, all PayPal fee reversals import as $ spent rather than $ deposited. Presumably, this is due to PayPal changing something with their API, but it's nonetheless an issue that we can't get anyone at QBO to take seriously enough to fix.

So I wasn't asking the question rhetorically when I asked if anyone knew how to actually escalate these bugs.

M

Malcolm Ziman

Level 4

I have submitted maybe a hundred bug reports (that's an exaggeration; but it's dozens). Never heard anything (except the automatic immediate response), never fixed. No, correction; I noticed one that was fixed, months later

Z

zendoodles

It turns out you can't actually report a bug here, you have to find the hidden magic phone number, wait on a phone for at least 10 minutes to talk to a human, then explain your bug again to a person who may or may not be qualified to take the report. On a telephone... who does that anymore?

https://quickbooks.intuit.com/community/Banking/How-to-match-a-receipt-to-the-downloaded-bank-deposit/m-p/245981/highlight/true#M8042

Great way to keep your bug report numbers low.

JessT

Answer

Moderator

Hello zendoodles,

Yes, we fix bugs.

When we read a post, we have to identify if it's really a bug or just an unexpected behavior that we can fix here. Or, is there a workaround to make sure a poster is able to work with his books? Then, if we can't do something about it anymore, that's the time we request for a call.

We encourage posters to call, so our phone agents can get additional details of the issue. They need to have screenshots, replicate the scenario on the QBO company of the poster, get the account information of the affected user, quantify the affected users, etc. This way, our engineers will have enough information to find the root cause and carefully create solutions that will not affect other functions. Also, there are things that can't be done here for security reasons. This why we request for a call.

On the other hand, I like the idea of not expalining the scenario again when reaching out to our phone support. I'm sharing this to the management team.

Please keep on posting here. We're just around to assist you.

L

lvoorheis86

How do I report a bug?

J

Jancarl

I'm not sure, I'm currently experiencing problems logging in using Chrome, it seems to be working on Firefox. It's been 3 days like this and can't really find support for it anywhere.

JenoP

QuickBooks Team

Hi there, Jancarl.

Are you getting the "Oops, Something went wrong" error when logging in to QBO using Chrome?

Our engineers have recently identified that the issue is caused by a third-party application called IBM Security Rapport. Let me give you this post for more details: Unable to Login to Quickbooks Online - "Oops, Something went wrong".

In the meantime, you can continue logging in to your account Mozilla or other supported browser.

Visit us again if you have other questions.

S

sahelchris

no, and this is the reason i'm switching to xero. bye qb!

Me too....

All of a sudden yesterday, when posting a donation to Undeposited Funds, QB SUBTRACTS the amount of the the donation from our checking account. I hadn't posted the deposit or specified the checking account in the transaction. I contacted QB. They said I have to buy a new version because the Premium Nonprofit Edition 2014 is no longer supported. Donations posted correctly earlier yesterday but don't any longer. Any suggestions as to what we can do?

S

SarahannC

Level 9

Hello CraigheadHouse,

I see how important to post transactions to the correct account and not be subtracted by the system. Odd behaviors may sometimes happen when the program is outdated. The same as what they have shared, the Premium Nonprofit Edition 2014 version is no longer supported.

If you're ready to get the latest versions of QuickBooks, you can follow the steps below:

Go to this link: Downloads & Updates.
Select your county, product, and the latest version.

Then, you can check these articles where you can gather more details about the system requirements of QuickBooks Desktop:

Lastly, you can visit the articles below for additional guide when posting transactions to one of your accounts:

Please don't hesitate to post again if you have other questions. Stay safe and healthy!

C

CraigheadHouse

Odd behaviors happen when the program is outdated. Does Intuit program these odd behaviors into QuickBooks, sort of like planned obsolescence in 1950s automobile industry? I'm surprised not to hear that I should reinstall QuickBooks when a basic function has been corrupted.

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