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michaelcolin
Level 1

Anyone having printing problems using the new Mac Sonoma 14.0?

Sales invoices are not printing since upgrading to Mac Sonoma 14.0?
7 REPLIES 7
GeorgiaC
QuickBooks Team

Anyone having printing problems using the new Mac Sonoma 14.0?

Hello michaelcolin, thanks for posting on the Community.

 

This is an update that has happened on Mac devices and is out of our control unfortunately. You would need to use another device or try and download the latest version of Adobe to resolve the issue. 

Mark Armistead
Level 7

Anyone having printing problems using the new Mac Sonoma 14.0?

@GeorgiaCThat has to be one of the worst support message I have ever seen on any software support page. It is the responsibility of ANY software company to keep abreast of any changes within operating systems to make sure they comply with any changes within the OS, and in Intuits case, web browser.
This is terrible advice just to kick the can towards Apple and the customer. You may as have said, tough, your fault for using MacOS.

 

What you NEED to be doing is asking the customer for information about the issue and asking them to call YOUR support to see if it's a wider problem with a new update with MacOS. This, is, BASIC, support 101.

GeorgiaC
QuickBooks Team

Anyone having printing problems using the new Mac Sonoma 14.0?

Hi Mark, the issue is due to the removal of certain framework support (that are necessary for PDF to render correctly) by Apple in the recent OS upgrade. There are indications that Apple are going to address this in the upcoming updates to MacOS tentatively planned for November. This issue is not QuickBooks application specific, and hence no fix can be provided for this from us. 

 

We're tracking this under our internal investigation with reference INV-93776 to monitor future updates. In the meantime, please consider using a different device without the Apple update, or use Adobe Acrobat Reader to open the PDF document.

Mark Armistead
Level 7

Anyone having printing problems using the new Mac Sonoma 14.0?

And how are users supposed to have found that information out without you being prompted for it? How can we as users find out what issues are being investigated, is there a web page which you publish these so users can keep abrest of the situation?

 

I just thought your previous reply was curt and dismissive. Apple put out plenty of MacOS for months typically leading up to a major release of MaxOS so why wasn't this previously known and announced that QBO would have difficulty in printing PDF files? It's called being proactive rather then let users struggle with a resolution.

GeorgiaC
QuickBooks Team

Anyone having printing problems using the new Mac Sonoma 14.0?

Hi Mark, users facing this issue can contact our support team who will add them to the tracking investigation and advise of the workaround described above. Regular email updates will then be sent until Apple release the fix in the coming days or weeks - after this, users will need to update their OS to the most recent release. 

Mark Armistead
Level 7

Anyone having printing problems using the new Mac Sonoma 14.0?

I think you maybe missing the point in some ways Georgia. I see today another users has come to the forums with the printing problem. You expect users to call up, sit on hold, take time out of their day, just to be told about the investigation and to be added to a list.

To save doing this every time someone has an issue which is know and under investigation. A pinned topic on these forums or a section of the web site where users can go to and check if it's a know issue. This would be a proactive approach rather than leaving it up to the customer to be scrambling about trying to find resolutions for the problems. What would be even better would be a bug reporting section of the forums. This would help with the transparency and keep customers up to date. But, I have a feeling that Intuit wouldn't deploy something so simple and productive as that. I mean we can't even get a change log for product update for crying out loud. Unlike the USA site which gets them along with blogs about future developments.

GeorgiaC
QuickBooks Team

Anyone having printing problems using the new Mac Sonoma 14.0?

Hi Mark, users experiencing this issue can also comment on this thread to be added to the investigation for updates. We agree a one-stop place to view all current reported issues would be a great idea and we'll pass this onto our team for consideration. 

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