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Level 1

invoices corrupted and not accessible

Hello, been using Quickbooks self employed for over a year and its all been good. But, in the last few weeks I'm having serious problems with the invoice system.

 

I haven't changed anything with the invoices themselves and they were working just fine a few weeks ago, but somethings gone wrong.

 

Once I've emailed an invoice to a client, the client can open the email they receive that has the invoice amount, but when they click through to actually access the pdf invoice itself it says  - 

 

Error

The document cannot be opened  because it is corrupted or damaged.

 

So far I have had this feed-back from six different clients. None of them can open or access the invoice with the same or similar warning message. Between them they have a mix of operating systems, and they are all repeat clients and they haven't had the issue before. 

 

I have tried invoicing myself, to test it as well and I have the same issue. I also tried to access the invoice using my android mobile and ipad and same thing on both.

 

Interestingly I can still download The pdf invoice from my Quickbooks account. It's something with the email system and clicking through seems to produce the corrupt file message.

 

It has effectively made the invoicing system completely useless and I cant work out why.

 

Is anybody else having this issue?

7 REPLIES 7
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QuickBooks Team

invoices corrupted and not accessible

Hello Chrissyboyuk👋, Thanks for reaching out about the error message'' the document cannot be opened because it is corrupted or damaged''. This issue has been escalated and we're currently waiting on the fix. What we'll do is add your company to the open escalation and as soon as this is resolved you will get an email to advise you can send invoices out again. In the meantime under action on the invoices section, you can export the invoice as a pdf and then save it and externally attach to your email and send the email manually😊.-Emma

 

Highlighted
Level 1

invoices corrupted and not accessible

Hi there I am also having the same problem, my clients can't access their invoices, having to attach to email as PDF.

Highlighted
QuickBooks Team

invoices corrupted and not accessible

Hello, ISELsocial😊 Thank you for getting in touch to make us aware you are getting the same issue we have added your company to the escalation and we'll contact you by email from the case as soon as this is resolved. Your case number for your own reference is [removed].

Highlighted
Level 1

invoices corrupted and not accessible

Hello,

I have had the same feedback from 4 clients in recent weeks. Error dates back to invoices from mid May. I’ve had to take extra time to preview invoice, send pdf separately in a new email - this is my current work around but not good. 

 

I really need this sorted by Quickbooks urgently

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QuickBooks Team

invoices corrupted and not accessible

Hi ShakhuraSM, Welcome to the Community 👋 You getting the 'failed to load pdf document' error? and the clients that are providing this feedback are they using the QuickBooks self-employed product? if you can let us know so we can look into this a little further for you. Thanks 

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Level 1

invoices corrupted and not accessible

Hi, 

When my clients click the button “view invoice” from the auto email, they are getting the attached error message. So are unable to view invoice pdf or print copy for their records. 
One client has been unable to do this since 16/05/2020. 
This needs to be looked at as I’m sure other people will have the same issue. 
Thank you

Melissa

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QuickBooks Team

invoices corrupted and not accessible

Thank you for bringing this to our attention, @ShakhuraSM.

 

At this time, we have an on-going issue where clients are unable to view/download sent invoices. Rest assured that our product engineers are diligently working for a fix.

 

To ensure you'll get an update about the resolution status through email, I'd recommend contacting our Phone Support Team. This way, they can add your company to the list of affected users and provide this investigation number for easy tracking: INV-46528.

 

For now, you can visit our blog site so you'll be able to get the latest news about QuickBooks and what our Product Care Team is working on. 

 

Thank you for your patience while we work for a fix. Keep in touch if you need any more assistance with this, or there's something else I can do for you. I've got your back. Have a good day.