Hey there cd34102,

I appreciate your prompt response about the Write Check screen.

Since you've already done all the necessary troubleshooting to fix the issue, I encourage you to give us a call. Our Technical Support Team have the necessary tools to further troubleshoot the issue. You can reach them through these steps:

1. Go to: https://help.quickbooks.intuit.com/en_US/contact.

2. Select your QuickBooks Desktop version.

3. Choose a topic.

4. Scroll-down and click the Get Phone Number button.

If you have additional questions about QuickBooks Desktop, please don't hesitate to reach out. We'll be around to help you.

And once again, the SAVE button is hidden when I try to apply a payment. It worked yesterday just fine.

hi mpcfc,

Please try clearing your cache, and cookies on your browser, closing your browser in it's entirety and re-start it, when you log back in and go to apply the payment does the button re-appear?

Whenever i've had this occur for my customers and to myself, it's usually because there's been alot of use on new websites, or gallery sites or advertising data has clogged the cache on the browser. If your cache is full, it'll usually cause visual errors like this.

Let me know if that changes anything. -

Thanks,

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@JamesC wrote:
Whenever i've had this occur for my customers and to myself, it's usually because there's been alot of use on new websites, or gallery sites or advertising data has clogged the cache on the browser. If your cache is full, it'll usually cause visual errors like this.

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As a software developer, I'd like to clear up some confusion on cache behavior.   I've watched many of my fellow marketing/support types conveniently use any complex topic as a diversion tactic to avoid taking blame for bugs.   One of my favorites was:   "Oh, I brought those floppy discs thru the Airport X-Ray machine.  I should have known better.   Those things cause these blue-screens-of-death as you know."   LOL   I was amused when these folks deflected blame for my bugs like this.   I'm less amused when I'm being deflected.   I do applaud the effort though.   Been there, done that.

A cache is a temporary storage facility for frequently used data to avoid retransmissions of unchanged content over the internet.   When it gets to its upper limit on storage, it will automatically discard the oldest objects making room for new ones.    It will never get "clogged" (unless the cache is broken) and EVEN if the cache is completely full (clogged), the system will look inside, find no match or find an expired-match and then query the server for current data.  

Had you said that your "software is buggy and that some of your cached objects will cause a problem.  You should clear out your cache to get rid of our bugs", then you'd have a good case to make.   Of course, we'd rather that you identify this bug and correct it instead. 

Lastly, some of us are seeing this bug on the Desktop version, which will not make use of a browser's cache mechanism.  If folks are seeing this behavior on BOTH the desktop version and the online version, then we are likely chasing a non-caching QB bug.   It would be nice if this issue were taken more seriously rather than blaming the users.   In the beginning, it very well might have been localized user issues that could have been corrected with user-side computer updates and reboots.   At this point, there is plenty of history to consider actually opening a formal bug report with your development team.  Could you please make this report to them?   What additional information do you need from the users that repeatedly see this problem to better explain the bug?   Thanks.

Good Afternoon

Thank you for your response. I appreciate from reading the earlier posts that this has been an issue has been happening for a number of users and that while clearing the cache is often the first port of call it is not always the resolution. From our perspective we have troubleshooting steps that we have to go through as we are not on the phone and are not able to do a screen share. It is a priority for us to deal with every issue on a case by case basis and previous to the post yesterday we had no reports recently.

Can you send us a DM with a screen shot showing the save button hidden so we can take this issue up with our senior support

Kind regards

Emma

Hi Emma,  I've not had this issue for about 3+ months now, but have experienced it multiple times over the year.   I've documented all of the steps that I've used for troubleshooting when it had occurred previously.  My detailed explanation is earlier in this thread.   It is an important issue because it blocks people from completing their task.  I've tried to recreate the failure, but have been unsuccessful.   My best guess for myself was remote desktop access which does a screen resolution change when I do it.   However, I've never been able to forcibly recreate the issue.  It is just there when I'm not wanting it.    I'm fully patched with the latest update.   I never shut down my PC nor QBs.  I just lock the machine when I leave.

Right now, I'm only trying to help bring technical focus to this thread so that those currently impacted can get to a resolution.  There is a real problem lurking, so we appreciate any efforts in chasing it.  

For anyone reporting this issue, please state up-front whether you are using Desktop or Online. They are completely different products and would help the support team to know this.

While I can't provide you with a screenshot of the missing button, I can with certainty say that it is not acting like a resolution issue.   We see this problem occurring on the write checks screen only (that I remember).  Other screens with save and close buttons continue to work normally.    I did experiment with multiple resolutions, with full screen and windows, with QB tabs in full screen mode and windowed mode and with remote desktop when I saw this occur.   I could not alter the behavior in any manner which would hint that a button was present.  It just wasn't there.   The temporary work around was to hit save on the toolbar, then X to close the tab/window.

Hi Briankwik,

As you mentioned, you've not been able to forcibly recreate the issue, neither have we. We need the issue active and unresolved when our customers pick up the phone to call us - we will have to have examples of fixes that do not follow our current troubleshooting processes.

We thank you for your feedback, don't hesitate to pick up the phone to our support teams the moment this error occurs so we can get our eyes on the problem in a live situation.

I'll leave this thread open to the community - for others to share their own encounters with this error and what they have done to solve it.

Thanks,

I did have this problem while on the phone yesterday. I use QBO and it's a random issue.

I showed the call taker through "glance" that the issue is not dependent on screen size, resolution etc. In fact, I went into full screen mode while on the call and it still showed up there. I then heard someone behind her say "she needs to come out of full screen mode, that's the problem". She then proceeded to tell me that the problem is solely because I was in full screen mode. I reminded her that I didn't start in that mode and she saw it in the regular screen and it doesn't matter what browser I am using.

While on the call, I logged in and out several times and we saw it randomly resolve, to which she again said "You can't be in full screen mode". I gave up trying to explain myself again at that time.

It's frustrating to call because we are told that we are doing something wrong. This many people can't all be making the same mistake when it happens across platforms, browsers and versions. I told her about the community forum, she watched me log in here and said "well that issue there is for the CD Rom version, not QBO - QBO doesn't have these issues".

don't get me wrong, she helped with a different issue and was wonderful, but on this randomly occurring issue, it's very frustrating.

When Customer Support has a difficult problem to solve, their stats get messed up, so one way to win is to punt this problem to the next shift or support person.   Maybe this factored in.  ;)

It is the responsibility of the Software Design Team to test all modes of operation, Full Screen, Windowed, etc.   When something doesn't work correctly, it is a bug.   You are using the product as intended - in full screen mode.  It should work.   Don't accept the message "You  can't be in full screen mode" as an answer if the product supports this feature.  It's a dodge or more likely, they have no idea and don't want to pursue this path. 

They have  a bug.  We need to provide them with useful information to help them recreate it.  If we can recreate it on demand, I'm sure that it would be fixed rather quickly.  

It would be helpful if you could provide them with a detailed description of the problem.  What steps do you take to cause the problem?   What pages have the problem, etc?  Which pages work fine?  For instance, in your email, you used the words "this problem" and "it" to describe your problem.  I'm guessing that you mean the same as my problem, but I don't know for sure.   More details will help them.  Good luck!

Here's an idea...  Is it possible that the Quickbooks team can use their desktop program, as a user like us, and take a look rather than putting all this on your customers to troubleshoot for you.  It doesn't seem as if QB is even bothering to do anything other than blame it on the user.

I am using QB Accountant Desktop 2018 US version and I have found this issue in the Write Checks screen and the Enter Credit Card Screens.  Why can't I resize these screens as I do the Make Deposits screens?  If I could resize these screens, I could see the buttons!  

And, No I will not be unnecessarily clearing my cache on a desktop program nor calling your tech support to spend any more of my time to help you fix what appears to be a bug in your program.