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Level 2

Issues sending invoices

The issue: Whenever a user tries to send invoice they sometimes experience 1 of 3 issues. 1) Quickbooks freezes and they are forced to end the program ad start over. 2) Outlook crashes and they have to close out of quickbooks and relaunch both programs. 3) the whole computer freezes and they have to restart their PC. This is very intermittent, sometimes never happens, sometimes over 10 times a day. This issue is affecting our entire site (3 users). All three users have different PC's but same-ish specs. 

 

Specs: All users have Dell machines, one is a Latitude E5550, the other two are Dell Optiplex 3060s.

All computers are using QB Desktop 19, Windows 10 1903, Office 365, Adobe Acrobat DC pro.

 

Trouble shooting steps: I have made sure that outlook is the default email app. Made sure all firmware and software is up to date. I have installed Quick books Tool Hub and ran every tool that thing had to offer. When i called Quickbooks about the issue we ran though a lot of troubleshooting steps for almost 3 hours. There are clear errors in the event viewer(EV) when the issue appears however the QB tech told me that they dont use EV as a source of issues. Finally when we couldn't get the issue resolved I was told to use a different supported mail app.

 

This is not exactly a satisfactory answer as the whole business uses Outlook as its standard email application, and QB supports outlook as a usable app.  

Has anyone has this issue and if so how did you resolve it?

Solved
Best answer February 12, 2020

Accepted Solutions
Highlighted
Level 2

Issues sending invoices

After calling QB customer support they told me i needed to be added to case.

Apparently there isn't anything I can do QB is actually broken.

 

Contact support tell the tech you need to be added to an open support case.

Give them number INV-0671.

And then wait for a resolution...

 

https://quickbooks.intuit.com/learn-support/en-us/other-questions/re-outlook-crashing-when-sending-i...

 

Here is a thread my boss made  on the subject.

 

View solution in original post

26 REPLIES 26
Highlighted
QuickBooks Team

Issues sending invoices

Thank you so much for the providing the troubleshooting steps you've done, Sean_penny.

 

We can repair your QuickBooks Desktop to resolve this freezing and crashing issues. Make sure to create a back up file. Once done, you can follow these steps:

  1. Open your Control Panel and select Programs and Features.
  2. Select Uninstall a Program, then choose QuickBooks.
  3. Select Uninstall/Change.
  4. Click Continue, or Next. Select Repair, then Next.
  5. Once it's done, select Finish.

Also, I suggest uninstalling it if this behavior persists. This fixes any errors in QuickBooks Desktop when we reinstall it. 

 

Comment below if you need further assistance with this. I'm always here to help.

Highlighted
Level 2

Issues sending invoices

Ive already tried a repair, and a full uninstall/install

Highlighted
Moderator

Issues sending invoices

Hello Sean_penny,

 

Based on the results of the troubleshooting steps provided by AlexV, it'd be best to reach out to our Technical Support Team. They can pull up your account and further investigate the issue.

  1. Click Help at the top menu and select QuickBooks Desktop Help.
  2. Click the Contact Us button or the QuickBooks support hyperlink.
    You can go to this link as alternative, too: https://help.quickbooks.intuit.com/en_GB/contact.
  3. Select QuickBooks Desktop as your product.
  4. Click the Continue as a guest button.
  5. Select the QuickBooks Desktop version you're using.
  6. Go to the first section and click the Search for something else button.
  7. Enter the details and click Search.
  8. Go to the second section and select from the available options to reach them.
  9. Enter the necessary details to complete the request.

You can always get back to us if you need anything else.

Highlighted
Level 1

Issues sending invoices

I'm having the same problems.  It's not his computer.

 

I have to end-task QB to get out of it.

Highlighted
QuickBooks Team

Issues sending invoices

You can repair your QuickBooks Desktop (QBDT) account, @e-fluent.

 

You can try following the steps provided by AlexV in repairing your QBDT account. But, make sure to have a back up your QuickBooks Desktop company file before doing so. Also, try running the verify and rebuild tools. The Verify Data will identify any data issues within your company file. Then, the Rebuild tool will self-resolve it. 

 

However, if the issue persists after trying these troubleshooting steps, I suggest reaching out directly to our Technical Support team. They have the tools to further check your account in a secure environment and help you resolve it. Here’s an article for more information on how to contact the QuickBooks Desktop customer support team.  

 

Stay in touch if you have other concerns by leaving a comment below. I'm always glad to help in any way I can.​ Have a great rest of the day. 

Highlighted
Level 2

Issues sending invoices

After calling QB customer support they told me i needed to be added to case.

Apparently there isn't anything I can do QB is actually broken.

 

Contact support tell the tech you need to be added to an open support case.

Give them number INV-0671.

And then wait for a resolution...

 

https://quickbooks.intuit.com/learn-support/en-us/other-questions/re-outlook-crashing-when-sending-i...

 

Here is a thread my boss made  on the subject.

 

View solution in original post

Highlighted
Level 1

Issues sending invoices

since I have updated my invoice email does not send.  I have changed my password with outlook but still with no sucsuss.  Please help

Highlighted
QuickBooks Team

Issues sending invoices

I want to ensure you'll get the best help with concern, MacMarty.

 

The information shared by Sean_penny is an open investigation specific for QuickBooks Desktop US users only. 

 

Please follow the steps provided by AlexV and MaryJoyD to fix your concern. 

 

Although, if you're still encountering the same issue, I'd suggest reaching out to our customer care support so an agent can investigate further. Just follow JamesDuanT's steps on how you can get in touch with us.

 

Once it's fixed, you can create invoices and send them without issues. 

 

You're always welcome to post in the Community if you have other concerns. Don't hesitate to reach out to us. 

Highlighted
Level 1

Issues sending invoices

Any luck with this?  I'm having the same issue.

Highlighted
QuickBooks Team

Issues sending invoices

Hello Papahobo, 

 

Please can you follow the steps provided by AlexV and MaryJoyD to fix your concern. Let us know if it does not fix your issue. Thanks 

 

 

Highlighted
Level 2

Issues sending invoices

No luck ever solving this issue.

The QB users at our site have jut been dealing with the issue.

It seems to have gotten better over time, but there is an issue about 1 to 2 times a day still.

 

We have literally done everything short of reprogramming QB itself to make this issue go away.

Every time we contact QB about the issue we get the same rigamarole.

You know, repair the QB company file, reinstall outlook, reinstall qb, run this tool, run that tool, change all these settings... and so on.

After about 100 documented hours of working on this issue we just kinda gave up.

Sorry i don't have better news for you.

Highlighted
Level 2

Issues sending invoices

I have the same issues all the way around. I just fixed not being able to print an invoice / estimate and still cannot email either docs. I've done ALL the suggested "fixes" (uninstall, run fix tool... etc.. ) with NO positive outcome. I've resorted to printing to PDF and then emailing. Even though it takes up more of my time, it works. I've given up on trying to fix QB, as it seems unfixable..you know... BROKEN!

Highlighted
QuickBooks Team

Issues sending invoices

Hello, JulieMES.

 

We don't want to give up just yet. I appreciate your time in doing the suggested fixes. I also tend to fix program issues myself. Though, there are times that I have to resort to calling support when all else fails. Before we do that, I have a bunch of steps we can use to resolve the email issues. 

 

You might have already tried these steps, but let's give them a shot. Let's start with the basic step. Let's make sure to update QuickBooks to the latest release

 

The issue might also stem from Outlook itself. We can repair it to see if this has something to do with damaged software components. You can click here for the steps: Repair an Office application.

 

We can also try deleting and recreating those invoice or estimate templates. There are instances that a damaged template prevents you from emailing those transactions using Outlook. 

 

Here's how to delete a template: 

 

  1. Go to the List menu, then choose Templates
  2. Find and open the estimate or invoice template. 
  3. Click the Manage Templates button.
  4. Highlight the template, then click the Copy button.
  5. Delete it after creating a copy by clicking the Delete button.
  6. Once done, click OK

 

Template1.PNG

Template2.PNG

Template3.PNG

 

Use the copied template to your sales forms, then email them. 

 

Template4.PNG

 

We can also use the Email later feature. Here's how: 

 

  1. On an invoice or estimate window, tick the Email later box at the top (see screenshot on where to find it). 
  2. Go to File, then choose Send forms.
  3. Select the invoices or estimates, then click Send now

 

Template5.PNG

 

If you still can't email an estimate or invoice, I'd recommend contacting our support. They can look at the program and check what's preventing you from emailing the forms. Here's how: 

 

  1. Go to the Help menu, then choose QuickBooks Desktop Help (alternatively, you can press F1).
  2. In the Have a Question window, click the Contact us link at the bottom.
  3. Choose Solving Issues & Error Messages then Common Errors for the topics.
  4. Scroll down, then choose how you want to reach us. 

After sending the invoice or estimate successfully, you can run sales-related reports to help you check how much you've earned. You can click here to open a guide: Reports and Accounting.

 

You can always visit here if you have concerns regarding the sales forms in QuickBooks Desktop. I'm also open to answer any other future questions you might have. 

Highlighted
Level 2

Issues sending invoices

Wow.. looks like a lot of work when simply changing the file format of our logo fixed all my issues. Seems QB doesn't like .jpeg anymore.. Changed file format to .tiff and all works great! No need to go through all of whatever that was you mentioned. Thanks tho.. we'll keep it in mind if we have similar future problems. 

Highlighted
Level 1

Issues sending invoices

Outstanding!  You saved me . . . 20+ hours based on what everyone is saying here.  Plus even after a ton of wasted hours, this never worked for some.  Thank you!  I changed from jpeg to png.  It worked!

Highlighted
Level 1

Issues sending invoices

I know this is an old thread, but there was some good information in here (and in other threads I came across).      I am posting this as I had the same issue.

 

I've seen a lot of postings that suggested that QB Desktop wasn't compatible with Windows 10, and/or Office 365, possibly because of a particular Windows update or because Windows 10 comes with .NET 4.8.   I support a lot of accountants and bookkeepers (plus I use QB myself) and I believe QB works just fine with all that - Win10, .NET 4.8, and Office 365).    I would have my phone ringing all day if it wasn't...

 

This has been recommended earlier in this thread (Alex), but I want to emphasize it because it kind of (but not really) makes sense:   uninstall and reinstall Quickbooks!

 

I found a document somewhere (written by a QB employee) that suggested that QB installs different components depending on what it detects is on the computer.     (If you don't believe that, I don't blame you - it's a dumb way for an installer to work.)    So, if you set up your computer and install QB BEFORE Office, it might not put the required components in place to work with Outlook.  (Like I said, it's dumb.   I"m not even sure it's true, but this worked for me.)

 

When I set up this computer for this client, I have no idea what order I installed the programs in.   It's never been something I paid much attention to.    Anyway, because I had tried about a zillion suggested fixes already, I did the uninstall and reinstall.    Had to run File Doctor on the client's two company files because they wouldn't open.   File Doctor said it couldn't find anything wrong, but they opened fine after.

 

Anyway, that's my long frustrating story.    QB Support might tell you it has nothing to do with the installer not installing certain bits if it doesn't detect Office during the install.   If they say so, believe them, not me.   I didn't write the software, but I do support it.    In the support business, WHY isn't near as important as HOW TO FIX.    

 

I hope this helps someone out there...

 

Highlighted
Level 1

Issues sending invoices

Thank you so much for this advise. Ours was also in .jpeg and system has not been working since last Thursday! Did all of the stupid steps listed on this forum, plus some. Hours on the phone with tech support  multiple days for them to say 'there is an open investigation/case for the issue. Tech support will reach out.' Tech support has yet to reach out. This is just crazy!

Highlighted
QuickBooks Team

Issues sending invoices

Hello SabrinaK1 👋, Totally appreciate your frustrations, Can I confirm with you that when you contact and had spoken to an agent, did they say that they created a case for you and attached you to the Investigation that is open? 

Highlighted
Level 1

Issues sending invoices

Yup, I have a case# and Investigation#

Highlighted
QuickBooks Team

Issues sending invoices

Hello Sabrinak1, 

 

Thanks for clarify that, soon as the agent gets any update about your case on the investigation, they will let you know via email. You can also send them an email to see if they have heard anything or not as well. 

Highlighted
Level 1

Issues sending invoices

what if I dont even have a logo on invoices...so frustrating.

 

Highlighted
QuickBooks Team

Issues sending invoices

Thanks for bringing this to our attention, CMG 2020,

 

You can add a logo to your invoices in QuickBooks Desktop. And, I'm glad to show you how to perform this in the system.

 

The following steps outlined below will guide you through:

  1. Go to the Lists menu, then pick Template.
  2. Double-click the template you’d like to edit. 
  3. Select the Formatting tab, then select Manage Templates
  4. Mark the Use logo box, then chose the image from your folder.
    addlogotoaninvoice.PNG
  5. Click OK.

For best results, use a logo image that is square. The image will be reduced and sized to fit in a square space. You also need to use the .jpg format instead of formats that have transparent background (.gif, .png, .tif).

 

Doing those steps above will ensure you're able to attach a logo to your invoices.

 

I've added this article to help personalise your sales forms: Use and customise form templates.

 

Stay in touch if there's anything else you need by clicking the Reply button below. I'm always right here to help.

Highlighted
Level 1

Issues sending invoices

To clarify:

It was @JulieMES suggestion of changing the image type from png to tiff that worked. None of the other hours of time spent running repairs, using file doctor or hub tools did anything except cause frustration and lost productivity.  Quickbooks support on this issue is weak.

Highlighted
QuickBooks Team

Issues sending invoices

Hi @Kramark,

 

It's great to hear that the steps provided by my colleague @MaryLandT have resolved your query. 

 

Please know that we're always around to assist, whenever you need it. You can come back to the Community whenever you have other questions. I'll be sure to get back to you.