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CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

To start, we're a team of IT professionals with extensive QB experience. This isn't our first rodeo.

 

We've had this same issue across multiple clients. With both QuickBooks 2019 and 2020, across multiple updates. The issue seems to have started with the June 2019 update.

 

When a user creates/exports an invoice to PDF or email, QB often hangs or freezes. Some of the time if the user waits long enough, QuickBooks recovers and responds but the invoice isn't created. Other times QuickBooks crashed. The user can no longer create PDFs until QB is restarted.

 

If you're emailing, it says "Outlook is not responding". Restart QuickBooks and everything works again for a while. Outlook is working fine. Outlook not restarted. It's not an Outlook issue.

 

As far as we can see, the issue is with the way QuickBooks is calling the XPS writer to create PDFs. As soon as the QB process that exports to PDFs hangs, the whole PDF export is broken until you restart QB. 

 

We've gone through the XPS/PDF issues KB https://quickbooks.intuit.com/learn-support/en-ca/troubleshooting/troubleshoot-pdf-and-print-problem....

 

We've gone so far as to replace workstations with brand new fresh installed Windows 10 systems. No change.

 

We've contacted support multiple times with no success. If it's not in their script, they can't help.

 

How do you report a bug to the developers? How do we get this fixed?

 

Our customers are extremely frustrated with no help from QuickBooks.

 

 

 

81 Comments
LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello CanIAm,

 

It's great to hear that you've familiar with QuickBooks and the IT side of having a program such as this on a computer. I can see that you've been dealing with this issue for quite some time, so I'd like to do what I can to help clear it up.

 

The first thing that stuck out to me is that you're using Windows 10. While it's good to have the most up-to-date system, QuickBooks Desktop has run into issues with working on the 4.8 .net framework for that version of Windows. It's causing many strange behaviours such as freezing, crashing, and overall just not quite working the way it should. It's something the engineering team is working on, but in the meantime, we recommend uninstalling the 4.8 and installing a lower .net framework version. Check out this article to learn more: Which Windows 10 version works best for QuickBooks Desktop?

 

The next thing to consider is if the company file is located on a network. If so, try moving the company file to a local drive and go through the process of creating or exporting the invoice to PDF or email. This will help determine whether the issue is with the process overall or if the issue might be something with the network and how it's working with the program, in particular with QuickBooks and the email. If it works from the local drive, I recommend verifying the network setup. Here's an article to get started with troubleshooting network issues: Fix company file and network issues with QuickBooks File Doctor

 

Otherwise, I encourage you to once again call in. I hear what you're saying about past interactions not leading to a resolution, and I'll certainly be sharing this with my team to make sure we're doing everything possible to help customers like you. Reporting bugs is best done by calling in so that our agents can collect the appropriate details to submit to the engineering team. However, you can also submit by going to the Help menu, Send Feedback Online, and then Bug Report.

 

I imagine you've got our support number handy since you've called us before, but in case you don't or would like to review support policies, check out the following article: Intuit QuickBooks Desktop software support policies

 

I wish you the best with finding a resolution to this issue.

CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

We'll try downgrading .NET. Thanks for the advice. As far as moving the company file, that can't happen. All of our customers are using it in multiuser mode and need multiuser access all the time. 

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

I appreciate needing multi-user mode turned on at all times. Moving the company file wouldn't be a permanent solution. Rather, it would simply be to narrow down where the issue is originating from. If there's a period of downtime where you can ask your customers not to touch the file while you work on this, that would be ideal. Once it's determined if the same issue is occurring on the local drive, then you can put the file back. If it does work on the local drive, you can begin troubleshooting the network drive to make sure everything is running smoothly. If the issue is the same on the local drive, more troubleshooting will need to be done.

 

I hope that helps clarify that, but let me know if you have other questions.

CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

It looks like you can't downgrade .NET as it's tied to the Windows 10 build. To get back to .NET 4.7 we'd need to roll back to 1809, which is a year and a half old. These are brand new systems that can't be rolled back. Also, we have virtually all Win 10 systems already on 1903 and 1909. 

 

We tested the file locally and the issue persisted. 

 

Is there a KB that documents this is an issue? 

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Thanks for the update. I don't have any other reports on my end for this specific issue. It may very well be that it's a result of the 4.8 .net framework, in which case, there's not much more we'd be able to do in way of troubleshooting since there are known issues with running QuickBooks on it as I mentioned in my initial response. You're welcome to reach out to support again if you'd like to discuss further options or try to troubleshoot more. An agent may be able to pick up on details that aren't clear through community.

 

Have a great day.

acuuisross
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello, 

 

I'd like to join in on this. I am the IT Director for our company and we're experiencing this same issue. Upon attempting to email an Invoice, PO, or Estimate, QB hangs. When checking the process more closely, it's hanging up on the XPS writer. This is seemingly occurring on both Windows 10(latest version) and our remote desktop server running Windows Server 2012.

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello acuuisross,

 

I appreciate you sharing your experience with this issue. Like the original poster, I encourage you to contact QuickBooks Desktop support to try to work through this or collect more details. With more information, the support team may be able to get the engineering team involved to find out what's causing this to happen.

 

I want to make sure we're doing everything we can to come to a resolution here. I shared the support details in my previous responses, but I'm happy to share them again if needed. Let me know!

CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

Sorry for my hesitance to contact QB support again. All we ever get from them is 

1. Verify your company file. Done. Multiple times.

2. Move the file local to the workstation. Done. Multiple times.

3. Reinstall Quickbooks. Done. Tried multiple versions.

4. Fix your Outlook. Again done.

5. Reinstall Windows. Even put in brand new workstations and a new server. 

 

It never goes beyond basic tier 1 support. We never get to an engineering team. We've never heard from them that there might be an issue with .NET 4.8. We've opened multiple tickets that go nowhere. Is there a way to get a hold of this engineering team? QuickBooks support is a sea of people reading from KB articles on the website. We have never gotten beyond the first level support.

 

We have opened multiple tickets about this issue over  and over. Tickets get closed without resolution. There's no email chains to document any help given.

 

Sorry for my rant but you LauraAB are the most help we've gotten from anyone at QuickBooks in the 8 months I've been working on this issue.

 

 

 

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

That's certainly a long time to be working to resolve the same issue and I absolutely see why going through the same thing on the phone repeatedly wouldn't be helpful to you getting back to work. I'll be making sure that our support teams have all the information we need for troubleshooting, including how considering the .net framework is important as we're working through issues with this.

 

In these situations, speaking with tier 1 support or a manager are the options on the phone. There isn't a direct line to the engineering team, which is why you haven't had the opportunity to speak with someone from that department. If you'd like to request to speak with a manager about these issues, you're welcome to do so to see what other resolutions or escalation paths they can offer. A tier 1 agent or a manager can also take a closer look at your account to find out why previous tickets have been closed without resolution.

 

I'm keeping an eye on this thread, so if you have further questions, don't be afraid to post again. As I've said, it's vital to me that this is addressed.

acuuisross
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

I must agree with the above statement. My days are busy and troubleshooting QuickBooks is only a singular issue among many that the IT team could be dealing with. More often than not, QB desktop support will walk you through basic troubleshooting steps, resulting in a 10 minute + call, ending in a promise you'll be reached back out to by a different tier of support, when often it's radio silence from there.

 

Now, in regards to the XPS Writer issue, I've recently upgraded us to QB 2020 and installed all outstanding updates to the computer that was seemingly affected the most by the issue. The issue seems to have disappeared for now. I will come back if it arises again.

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

In the cases where you call support multiple times for the same issue, I recommend advising the agent of troubleshooting steps already taken. If you have previous cases in our system, the agent can even reference those to see what's been done, which should mean less time taken as you shouldn't have to repeat the steps. Not following up when promised is definitely not the standard we set for ourselves when it comes to helping our customers. I'll be bringing this up as well.

 

I'm glad to hear that the issue has seemingly disappeared on the one station. I'll keep my fingers crossed that it doesn't return, but if it does, please don't hesitate to reach out to support.

Ptaylor1
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

I also have the issue and am on Windows 10 and a new PC. It hangs about 50% of the time when i go to email and invoice. Completely hangs, no response whatsoever. I'm also using current version of Outlook as i have been forever... I have to go to task manager and kill QB. Then restart it and it generally then works, at least for one invoice. It is another extremely frustrating waste of time and unacceptable issue in QB 2020 along with not being able to import inventory items from an excel spreadsheet as posted in another message. I too have been using QB for many years - it just seems to keep getting worse in my experience, and i have absolutely no luck into contacting support.

acuuisross
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

Wanted to come back and say the issue has come back again. In QB 2019, when emailing an invoice, QB would freeze up and event logs / process tree would show that the XPS Writer issue is the culprit. After updating to QB 2020, the issue seemed to have disappear for a couple of weeks. Now, QuickBooks isn't freezing, but rather giving an error message upon trying to send an email:

"Outlook cannot log on. Verify you are connected to the network and are using the proper server and mailbox name. The Microsoft Exchange information service in your profile is missing required information...."

 

However, typical to QuickBooks, this issue has nothing to do with Outlook whatsoever. The event viewer shows the same exact XPS Writer issue as the previous freezing issue. I think it has become almost an expectation to hardly expect a solution, especially swiftly, with QuickBooks. I have never been able to understand all of the issues QuickBooks seems to have. It is a program utilized by businesses of many sizes, but seems to still be written for mostly small, small businesses in mind and development-wise, stuck in the days of XP.

Chuckb75
Level 1

Hanging/freeze creating invoice - PDF/XPS and Outlook

Anyone find any solutions to this yet?  My company has multiple clients all having the same exact issue... very frustrated users angry at why they keep paying for software that is getting less and less reliable... 

CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

No fix yet. As Laura stated above, QuickBooks incompatibility with .Net 4.8 apparently is the culprit. Am I going to waste my time with QuickBooks phone support? Nope. Their inability to fix this issue is extremely frustrating.

jrmorgan
Level 1

Hanging/freeze creating invoice - PDF/XPS and Outlook

I just created an account to chime in. We're having the same issue with QB 2018. I've struggled with it for about a month now - doing every fix imaginable - and nothing is working. We have:

  • Reinstalled QuickBooks
  • Reinstalled Office
  • Used the QuickBooks File Dictor
  • Used the QuickBooks Tool, three different repair modes, including the one specifically for the Email and PDF.
  • And more.

Are we having the same .NET problems too? We're on the latest version of Windows 10 Pro. 

CanIAm
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

LauraAB, has Intuit made any progress on this issue? 

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello again and welcome back. I hope you're keeping well during these uncertain times. I appreciate that you're looking for an update regarding the .Net framework compatibility with QuickBooks Desktop. This is something our team is still working on at this time. Since we last spoke, our team has opened up a ticket to include a list of users affected by this issue. If you'd like to be included in that list, please get back in touch with support and an agent can add you.

 

Please note that due to the COVID-19 outbreak, our support hours across the board have been reduced to Monday to Friday between 9 a.m. and 8 p.m. ET. Pro and Premier users also have an additional chat option for now, which can be accessed by going to intuit.me/cachat.

 

Take care!

kuleci
Level 1

Hanging/freeze creating invoice - PDF/XPS and Outlook

I am also experiencing this issue.  Persists through W10 versions 1903 and 1909.  Persists through QB Pro 2019 and QB 2020.  File local and not shared.  When the invoice creation hangs, I can go into the task manager and kill QuickBooks MAPI, the invoice is immediately saved and I am allowed to continue.  

 

The interaction with Outlook is horrifically broken.  Error messages galore - out of memory, unable to send your message, there is one other one that escapes me at the moment, but QB closes behind it. 

 

The only method to get these invoices out is to restart and pray it works. Most of the time it does.  

 

QB user since 2005.

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello kuleci,

 

It's amazing that you've been using QuickBooks for such a long time! I appreciate your loyalty to the program. Although it sounds like you've figured out a way to get things working, it's important to me that this gets addressed so you can spend less time restarting your system and hoping for it to work and more time managing your business.

 

I can see with the details you've shared that you've done your homework and have tried a number of different things so far. I also encourage you to reach out to the QuickBooks Desktop support team as mentioned throughout this thread. An agent will be able to collect details and troubleshoot more with you or escalate the issue if needed.

 

Take care and have a great rest of your day.

Stingburst
Level 2

Hanging/freeze creating invoice - PDF/XPS and Outlook

Found this thread today after working with QB support for 2.5+ hours today with no progress. We're on 2019 and having this issue. Support is absolutely worthless so I see why no one wants to call in. I took one for the team today and after nearly 3 hours was unable to get a supervisor, didn't get any fixes that made any sense (have you tried windows updates was a gem). If this is a QB issue please tell development to rush a fix. I have 2 employees that ran a batch of invoices and then this functionality broke immediately afterwards but if they change to other company files it works, only print and email invoice broken in this one company file. That rules out any issues with xps, pdf, .net, ect. I think it's something in the company file. How else can they switch files and print fine, then switch back to this one and print gets stuck on spooling but never generates a file? But of course the file doctor says scanned company file and found no issues...well it's not looking hard enough bc it doesn't take long to find an issue with QB I can assure it of that :D 

LauraAB
QuickBooks Team

Hanging/freeze creating invoice - PDF/XPS and Outlook

Hello Stingburst,

 

Your time is important and I can see how having this kind of issue unresolved after a lengthy amount of time spent on the phone with support can disrupt your day. I want to make sure that this is addressed and that you're able to speak with a supervisor if you'd still like to do so.

 

When a supervisor isn't available, the agent should be able to inquire about scheduling a supervisor callback for you. This would still give you the opportunity to speak to the supervisor about your issue even though they aren't available immediately. If the agent didn't do that, I recommend calling back again to inquire about this.

 

When it comes to these kinds of issues, there are a number of things we have to consider. I imagine you've already tried many troubleshooting steps, but based on what you've mentioned here, things we would want to look at are user accesses, whether this is happening for all invoices or a specific invoice, whether reconfiguring the email setup helps, and other such things. File Doctor is a useful tool, but it may not have all the answers, so further troubleshooting helps us narrow down where the problem may be coming from.

 

Since you've said there have been a few employees that have encountered this, it sounds like it may not be a user issue, but one way to check is to create a brand new user access and see if it runs into the same problems. If it doesn't, deleting the user accesses that don't work and resetting them up may help. This article goes over user access if needed: QuickBooks Desktop Users and Restrictions. Keep in mind if one of the affected users is the admin, you won't be able to delete and re-add them. Rather, it would need to be escalated to our Data Services department for repair.

 

Next, the number of invoices being sent may be impacting the functionality of the program. I suggest trying to email smaller batches of invoices or even try sending one from the batch you were trying to send to see if the issue still arises. Making sure the emails listed in the Send Forms feature accessed through the File menu is empty before sending can also make a difference in this situation because the program won't get hung up on what's still there.

 

Another troubleshooting step is to reconfigure the email setup. You can try two things here: simply redoing the setup you already have or set up the email using the webmail option rather than Outlook. I recommend trying both of these things just to make sure. Check out this article for the steps to do that: Connect your email to QuickBooks Desktop

 

Ultimately, this is an issue that we can't properly troubleshoot in the Community forum. Speaking with a phone support agent or a supervisor as you're seeking to do is the way to go to reach a resolution for these issues and escalate to a separate team when necessary. Here is our contact information once again if you need it: Intuit QuickBooks Desktop software support policies

 

Wishing you the best.

RSlade
Level 1

Hanging/freeze creating invoice - PDF/XPS and Outlook

We are also experiencing this issue with one of our workstations and would like to know the solution.

project jayden
Level 1

Hanging/freeze creating invoice - PDF/XPS and Outlook

We are experiencing the exact same issue and I am pretty confident that this is not due to a user.

We created a new user and still the issue persists. This has to do with the company file since I can change to a different company file on the same server / directory and the emails and pdf saving works 100% fine. Tried to rebuild the company file and it found no errors but did not resolve the issue. Also ran the quickbooks hub tool using the quick fix option and did not work as well.

 

We are using Quickbooks 2018 Enterprise edition.