A number of customers have been complaining that they can't see their invoices correctly when I send them a link from QuickBooks. They receive an email, click on the link to the invoice Summary, but when they then click on 'View Invoice' they get the error message Error - Failed to load PDF document. I've tried accessing their invoices via the same method and get the same error. Interestingly, when on the Summary screen, they can download a copy of the PDF successfully.
Can anyone point me in the direction of a fix please? I can't discern any pattern in this issue.
I'll provide information on how to fix error Failed to load PDF documents.
If you're using QuickBooks Online, I suggest logging into your QuickBooks account using a private browser (incognito). There are times that the browser keeps outdated Internet files that may cause websites, like QuickBooks Online, to receive an unusually invalid error. That being said, Browsing privately is a good way to check issues caused by a full cache.
Use these keyboard shortcuts based on the browser you're using.
For Internet Explorer of Firefox, press Ctrl + Shift + P.
For Chrome, press Ctrl + Shift + N.
For Safari, hold down Command + Shift + N.
If everything looks good, return to your default browser and perform a clear cache. Every so often the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing it will refresh the system, and you'll be able to work with a clean slate. However, if the issue persists, try using other supported browsers. You can also share this troubleshooting steps to your clients.
If you're using QuickBooks Self-Employed, the error Failed to load PDF document from the invoices you sent has been reported as an ongoing issue. Our Product engineers are now working to fix this as soon as possible.
I suggest contacting our QBSE Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update through email once this has been resolved.
Here's how to contact them:
Click Assistant at the upper-right corner.
Enter to Talk to a human.
Enter your concern about the error you received in the Type something field.
Then, click I still need a human.
Select Message an agent, or Get a callback.
Please check this article to see different ways on how you can send invoices to your customers in QuickBooks Online: Send an invoice.
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