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duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

 
12 Comments 12
JessT
QuickBooks Team

Is anyone else experiencing issues with sales report not working??

You could be experiencing a browser issue, duesmeraldi. Let's do the basic browser troubleshooting steps, and see if they will fix this.

 

To start, you'll want to sign in to QuickBooks using a private browser. This step will disable its extensions and will stop the cache from saving your browsing history.

  • Google Chrome: Ctrl + Shift + N
  • MS Edge and Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N

If you can successfully open your report, you can go back to your regular browser and clear its cache. If not, please try other browsers to see if we get the same thing.

 

Feel free to reach back out if you have other questions. You can also do the browser health checkup as an additional troubleshooting step.

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

Hi not working ! 

 

PS i see you copied and pasted a old comment from other feeds .. had seen it already... 

so unfortunate to see that noone has so far digged into the problem 

 

the unfortunate issue is that Those report are necessary for me to work and that Noone has helped for a whole day

JessT
QuickBooks Team

Is anyone else experiencing issues with sales report not working??

It's the basic browser troubleshooting steps, duesmeraldi, as we call it. And, I've shared this info to near a thousand times already, so there's a very big chance that you'd see the same lines from the other threads. Thanks for doing your research and for trying this though.

 

Well, I can see that the sales reports are really important to you. I recommend reaching out to QBO Support to check this further by using a screen-sharing tool. They are open on Saturdays from 6 AM to 3 PM PT, and then the regular 6 AM to 6 PM PT schedule on weekdays.

 

Another quick fix is to try signing into your QBO company using the QuickBooks Online Desktop app. By the way, did you receive an error? What happens when you try opening a sales report?

 

Jess

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

I did reach out but they were not able to solve the problem -a day passed by and noone got back to me :

to answer your question , No : i do not get an error message : even worse: I get a WRONG report made only with partial data: 

"sales by product service summary , both in cash and accrual, only picks up some items and not others

: it seems to me that when they sold subitems  a subitems are not counted.

THIS IS a PRoblem 

RaymondJayO
Moderator

Is anyone else experiencing issues with sales report not working??

Hello there, @duesmeraldi

 

I understand how you feel when the sales report isn't working as expected. I'll point you in the right direction to ensure this is taken care of.

 

We've received reports about the missing sub-items from Sales by Product/Service Summary. Rest assured that our product engineers are actively working to have a permanent fix. 

 

As a workaround, I'd suggest changing those sub-items to parent items, so these will appear on the said report. Before that, please take note that this process is permanent. 

 

I know you've contacted our support team. But I'd still recommend getting in touch with them again to add your company to the list of affected users. This way, you'll receive updates about the investigation's status via email. 

 

Aside from Sales by Product/Service Summary, you can run other reports to view your sales and inventory status. One of them is the Physical Inventory Worksheet

 

Please let me know if you have other concerns. I'll gladly help. Keep safe.

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

Thanks

Please can you better elaborate on your 'workaround suggestion'?

 

-what is the difference between sub items and parent items ?

- what exactly am I supposed to do ?

- what are the implications ? I do not want to run into new other issues ..

 

thank you 

 

MaryLandT
Moderator

Is anyone else experiencing issues with sales report not working??

Allow me to join in and answer your concerns, duesmeraldi.

 

In QuickBooks Online, you can now group your products and services into different categories. Each category you create is the parent and the item you assign to the parent becomes the sub-item.

 

Hence, you'll see each category when you open the Sales by Product/Service Summary report. See the attached screenshot below for a clearer picture of you sales.
salesbyproductandservicessummary.PNG

 

You can also refer to the Group your products and services link to get helpful insights into your sales and inventory when you run reports.

 

For the workaround, you'll simply need to remove the category associated to the sub-item. Let me show you how:

 

  1. Go to Sales from the left menu, then Products and Services.
  2. Open the sub-item, then highlight and press Delete on your keyboard to remove the category.
    itemcategory.PNG
  3. Click Save and close.

Once done, you can run again the Sales by Product/Service Summary report to get the data you need.

 

Let me know if there's anything else you need by commenting below. Just tag my name and I'll get back to you.

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

Hi MaryLandT

it seems to me a lot of work to do for the items that I ve been adding over the course of many years 

and it it still quite confusing: When you say ‘delete’ i am concerned that data will be even more messed up and loose the history . I honestly do not like doing things that I do not understand. The changes QB does should not require burden and work from customers - QB keeps increasing the subscription and now I also get to solve the problems? Is there a possibility that you guys fix what you have disrupted, instead? Thank you

Charies_M
Moderator

Is anyone else experiencing issues with sales report not working??

I appreciate you getting back to us, duesmeraldi.

 

I understand how much work this issue with the sales report had caused you. 

 

To give you an update, the investigation (INV-49928) about Sales by Product/Service Summary that won't generate has already been resolved.

 

Since you're still experiencing this behavior, I recommend contacting our QuickBooks Support to isolate your case. I understand that you've already contacted us for the same reason, however, this issue requires an in-depth investigation to identify the reason why you're still experiencing the same issue.

 

Here's how you can reach us:

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose the Get a callback option. 
  6. Type in your contact info.
  7. Select Confirm my call.

 

The availability of support depends on which type of subscription you're using. You can check out this article for our contact information. Click on QuickBooks Online drop-down to see the most updated support schedule: Support hours and types.

 

You might also want to save this link to know more about the sales report in QBO: Sales reports.

 

I'm looking forward to your response. I'm always here to help. Wishing you a good one.

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

There is no way to talk to a human in the help.!!! a messaged an agent who said that there is no possibility to get a call!!!!!

 

the hours listed do not correspond -- HOW TO TALK TO SOMEONE??

duesmeraldi
Level 1

Is anyone else experiencing issues with sales report not working??

after a lot of effort I managed to spend 2 hours on the phone with support, then they put me on hold and line dropped and never called me back !!! they did not assign me a case so I cannot follow up ! 

 

Also they said that my case from september 25 had been closed : UNACCEPTABLE since the support person Chris I had spoken to had asked me to send him pdf of the issue and promised to get back to me : WHAT AM I SUPPOSED TO DO ??

the 'workaround' someone suggested cannot apply to me , because it would cause even more trouble (from what I read from other peoples posts  about categories) 

 

SO Data are there otherwise they would not show in the Product Sales Detail report : WHY are they not in the PRODUCT SALES SUMMARY REPORT ? I PAY A SUBSCRIPTION BUT QUICKBOOKS ONLINE DOES NOT WORK PROPERLY AND I DO NOT HAVE ASSISTANCE ! PLease can someone stop just telling me to call support ...and if there is a moderator can he /she have a solition for me ?

IamjuViel
QuickBooks Team

Is anyone else experiencing issues with sales report not working??

This is not the service that we want you to experience, @duesmeraldi.

 

I understand the impact of any delay in resolving this on-going issue with generating sales reports. That being said, let's first access your account using a private browser or an incognito window to rule out the possibility of a webpage issue. You can use either of these shortcut keys to open an incognito window in all supported browsers:

  • Safari: Command + Shift + N 
  • Mozilla Firefox or Microsoft Edge: CTRL + Shift + P 
  • Google Chrome: CTRL + Shift + N

Once logged in, let's try generating the Sales by Product/Service Summary report.

 

If the issue persists, I'd recommend contacting our Customer Care team. They have the necessary tools to securely look up your account. Also, we can request to open a new investigation to further check the root cause of why you're still unable to generate the Sales by Product/Service Summary. Just provide your name, updated email, and the investigation number INV-49928. 

 

Here's how you can contact us:

  1. Go to the Help icon.
  2. Select Contact Us.
  3. From the What can we help you with field, enter the keyword of your concern.
  4. Click Let's talk.
  5. Choose to Get a callback.

qbosupport1.JPG

Also, please take note our operating hours for chat support depends on which type of subscription you're using. You can check out this article for our contact information: Support hours and types.

 

Thank you for your patience while we're working on this. If you have any other questions, feel free to comment below. Have a great day.

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