What do you do when you get the error message "something went wrong we are working on it" when drilling down or trying to modify a custom report?

Hello there, @tjones.

Thanks for reaching out to us here in the Community. I'm here to help fix the error you're getting when modifying a custom report in QuickBooks Online (QBO).

Just to confirm, may I know what specific report you're trying to customize? In the meantime, let's try to perform some troubleshooting steps that can help isolate this. To start off, log into your QBO account using a private browser window. Your regular browser's settings or old cache might have caused this unexpected behavior while using QuickBooks.

Here's how:

• On your keyboard, press Ctrl + Shift + N (Google Chrome).
• Ctrl + Shift + P (Firefox or Internet Explorer).
• Control + Option + P (Safari).

Once logged in, go back to the report that you're working on and try to modify or customize it again. For your reference, you can check out this article for more information: Customize reports. If it works, go back to your main browser and perform clear cache to remove temporary internet files on your computer.

The steps to do this will differ depending on which browser you’re using. For further guidance, please visit this link: How do I clear my browser cache and temporary Internet files?.

That should get you fixed right up. Please let me know how it goes by leaving a comment below. I'd be glad to answer should you have some additional questions. Have a good one and advance happy Thanksgiving!

What about in the APP?

Thanks for joining this conversation, @Kimi5564.

I can share with you on what is the best thing to do when receiving unexpected errors while using QuickBooks Online App.

Resetting your app is a good start to fresh its connection and it helps clears out any unusual behaviors. 

You'll find the instructions for doing so below:

1. Click Help on the navigation bar at the top.
2. Select Reset App Data.
3. Allow a moment for the process to complete, and then close the app.
4. Be sure to right-click the app and Run as Administrator when re-opening.

If the error still occurs after resetting the app, I'd suggest uninstalling and reinstall the app. The process will vary depending on your Windows version.

To do that: 

Windows 10

1. Select the Start menu.
2. Go to Settings, then select System.
3. From the left pane, select Apps & features.
4. Choose QuickBooks Windows app then select the Uninstall button.

Windows 8.1 and 7

1. Select the Start menu.
2. Go to Control Panel then select Programs.
3. Under Programs and Features, select Uninstall a program.
4. Choose QuickBooks Windows app then select the Uninstall button.

Mac

1. Drag the QuickBooks Windows app from the Applications folder to the Trash.
2. To completely remove the app, go to Finder then choose Empty Trash.

You may also refer to this link for more details: QuickBooks App for Windows and Mac: General support.

Right after, you can now reinstall the app, these links will guide you through the process:

• Get QuickBooks Mac & Windows Apps, powered by QuickBooks Online
• Install the QuickBooks Online 

If the problem persists after performing the steps above, I'd recommend reaching out to our Customer Care Team. They can run a remote-viewing session and figure this matter out for you.

I'm still here to provide further assistance with this concern. Just leave a reply below and we'll take it from there. Have a great day!

I tried the steps listed above ans still get the same error when running the 1099 Transaction Detail report.

Our records show that we have an open investigation about the error when running the 1099 Transaction Detail report, DW717.

Our engineers are currently working to determine the issue and resolve it as well. We'd also ask you to call us or reach out to one of our chat agents. We need to ask for your contact information and add you to the list of affected users.

Everyone on that list will be notified via email as soon as the issue is resolved. Here's how:

1. Click the Help menu in the upper-right hand corner of QBO.
2. Click Contact Us.
3. Inform them that you're having an error when running the 1099 report, then click Let's talk. 
4. Select Get a callback to reach out to one of our phone agents.

We truly appreciate your patience while we're making sure we get this working again. Don't hesitate to post another question if you need anything else.