Shortcuts are not working. Is this a known issue that is being worked on?

Thank you for reaching out to the Community, ptravers.

For me to be able to provide you with an appropriate solution, may I know what specific shortcuts you mean? Any additional information will be much appreciated.

I'll keep an eye out for your response, and should you have further QuickBooks-related concerns, please don't hesitate to include them. We're glad to assist you anytime. 

Here's what I found today.  I am using Quickbooks Online Desktop App with the Desktop view option turned "on".  My version is 1.22.1.

All of my shortcuts were working yesterday, January 26, 2024.  Today, January 27, 2024, some of them are not.  In the attached screen shot, you can see the two different errors.

Error #1 - For shortcuts to Standard Reports.  When I click the shortcut, a mostly blank screen comes up with a message in the middle that says "HOW TO BUILD A CUSTOM REPORT".  Now, I did change the columns displayed on these reports, but they still show up as standard reports in Report Center.

Error #2 - For shortcuts to Customized Reports.  When I click the shortcut, a dialog box pops up with the message "Something went wrong.  We are working on it."  Then I have to click the "OK" button.  After clicking the button, a blank screen is displayed.

Screen shots of the errors are attached.  All of these reports are still available in Report Center and all of my customizations are still intact.  However, none of the shortcuts works.  And simply re-creating the shortcut simply results in the exact same behavior.

Please fix this problem.  Call me if you want any more information.  I'm beyond frustrated with this product.

Thank you for providing those screenshots, JSP2415. They are very helpful for me to understand the issue you're running into. 

Allow me to jump in and and provide troubleshooting to resolve the issue. 

It looks like we need to reset the app data, as that often resolves unexpected behavior or results in the QuickBooks Desktop app. Here's how: 

1. Go to the Help.
2. Select Reset App Data.

This will refresh the app and clear any corrupted data that could be causing problems. After that, log back in and check if the errors are no longer showing up when using the shortcuts.

Just in case the issue persists, I would recommend contacting our phone or chat support teams directly. They can investigate further to determine the underlying cause.

Let me share this article on how to reach out to them: QuickBooks Online Support.

Feel free to reach out to reply or post new questions in the Community if you need any other assistance, JSP2415. We're always here and happy to help troubleshoot and help with any QuickBooks Online concerns. 

I tried your fix.  It did not work.  I am still getting the error that says "Something went wrong. We are working on it." I have already called online support.  The person who helped me just found a work-around for the one report I needed at that moment.  The call took 40 minutes.  How do I get to talk to someone who is really going to be able to fix the problem?  Thanks.

I tried the Reset App Data recommended.  It did not work.  I am still getting the error that reads "Something went wrong. We are working on it".  I have already called online support.  The person that helped me gave me a work-around to get the one report I needed at that moment.  She did not give me a straight answer about fixing the whole problem.  The call took 40 minutes.  How do I get to talk to someone who is actually going to help fix the problem? Thanks.

I understand the inconvenience this has caused you, ptravers. Your concern is totally valid, and we will bring it to the attention of management to improve our customer service.

After conducting a thorough investigation, we have identified that the issue is related to investigation number INV-98431. Please be assured that our engineering team is actively working to resolve this issue, and we anticipate providing you with an update soon.

In the meantime, you can try a workaround by opening the QuickBooks Online (QBO) Desktop APP as an Administrator. Once you've done that, click on the Reports tab in the sidebar menu to access the reports you need. 

If the issue persist, we recommend reaching out to our QuickBooks Online Support team and requesting to be added to the list of affected users. This will ensure that you receive timely updates on the issue via email. To contact our support team, please follow these steps:

1. Sign in to your QuickBooks Online company.
2. Go to the Help icon.
3. Click the Search tab and select Contact Us.
4. Provide a summary of your concern and click Continue.
5. You can choose either chat with us or have us call you.

To learn how to memorize a report and save it with its current customization settings in QBO, you can refer to this article guide: Memorize reports in QuickBooks Online

If you have any further questions about report shortcuts in QBO, please do not hesitate to let us know. The Community is always available for you. Best regards.

Please tell me all the settings that I will lose if I do a reset.  I have spent countless hours configuring everything I need to use this application and do not have any desire to repeat that process.

Is there any utility to back up the settings before wiping them all out?

Hello there, JSP2415. I'll share insights about performing the reset app data in your QuickBooks mobile app.

Clearing app data will not delete any data that is stored on Google Drive or another cloud storage service. Clearing app data may cause you to lose any unsaved data in the app.

When performing the reset app data, it will delete the stored cache that may cause unusual behavior in the QuickBooks app. This will also refresh your data to see the latest available information in your QuickBooks Online app. You may follow the steps shared by my colleague Jenop2 on how to perform the process.

Also, I'd recommend contacting our Support Team since we have an open investigation about accessing the report tab in the QBO desktop app. Just follow the steps above or click this link: QuickBooks Online Support.

I'll be sharing these resources that will guide you in running and customizing reports in QuickBooks:

• Run reports in QuickBooks Online
• Customize reports in QuickBooks Online

Drop a comment below if you have other concerns aside from clearing the QuickBooks app's cache. I'm always here to help. Take care.

Is this issue still open? Both myself and another user at my company have the same problem. "SHORTCUTS" using QuickBooks Online Desktop app, in Desktop view mode, don't do anything. 

To my knowledge, nothing has been done.  I am still having the issues.  I did the reset they recommended.  This did not work.  I asked how I get to someone on Client Services that could actually help but have not seen a response.  I already talked to one person and all they did was show me a work-around to get one report.  Not helpful for all-day every-day working.

same here.  it was all working just yesterday.  help/reset app data deleted all of my page shortcuts in "desktop view".  not great.   i am able to access qbonline through two separate pcs.  BOTH have the shortcut issue.  shortcuts in "desktop view" are gong nowhere.  doesn't that mean that its not on this side and on their side?  i cleared caches, etc (chrome), i restarted the pc, i right clicked and tried "run as admin", i re-downloaded the desktop app and reinstalled it.   just not working.

I started having the same problem with Shortcuts Desktop View today also. Already tried the basic workarounds you did, still not working for me either. Definitely seems to be something on their side.

I had the same problem with Shortcuts in Desktop View start-up today as well. I already tried the fixes you had listed, still not working for me either. It definitely seems to be something on their end.

I can help you with resolving the error you're having, Trish A. 

Since you're still having an error with your QuickBooks Online Desktop app after trying some troubleshooting steps, I suggest reaching out to our Customer Support team. They can isolate the issue you're having in a safe environment and resolve them.

Follow the steps below: 

1. Go to the Help (?) icon to connect to a live support agent.
2. Click on the Contact Us button and provide us with some details about this concern.
3. Provide us some information about your concern in the What can we help you with? box and click on Continue.
4. You'll now be provided options on how to connect to our Customer Support.

For additional details on the different types of support we provide and their availability, see this article: QuickBooks Online Support.

Here are some video tutorials that can help you achieve most tasks in QuickBooks Online: Video tutorials for QuickBooks Online.

I'm always here if you need more help setting up your account. Let me know by leaving a reply below. Keep safe, and have a wonderful day!

Worse yet! I tried using the Top Menu Bar dropdown list to access Lists, Company, Customers, etc. None of the dropdown menu links works anymore. It's like a completely disabled software.

My shortcuts are working again as of this morning! I did nothing and reset nothing, they just started working again.

Your customer support people have not been able to isolate the issue.  It is not on the end user.  Something is wrong with your system, and it has been going on for a couple of weeks.  It is on QuickBooks side, not ours.

It appeared that QuickBooks had fixed this issue last week.  Everything has worked for a few days.  Now, as of yesterday, it is back to being broken.  None of my shortcuts work.

I appreciate you getting back to the thread. I see you are encountering the same issue again about the shortcuts that are not working. I'll share information about this matter.

Before anything else, have you tried using a private browser? I suggest doing so. This way, you can identify if it is a browser-related issue this time and can proceed to your clearing cache. However, if the problem persists, it is best to connect with our QuickBooks Online Support, as it may require assistance from our Customer Care Team. They have additional tools to pull up your account and do a screen share to confirm the issue. 

To speak with one of our experts from QuickBooks Online Support. Please follow the steps below to contact support:

1. Sign in to your QuickBooks Online company. Select Help (?).

2. Choose either tab: Assistant or Talk to a Human.

3. Search or click Contact Us.

4. Start a chat with a support expert.

You can contact us from Mondays to Fridays, 6 AM to 6 PM PT, and Saturdays, 6 AM to 3 PM PT.

Check this link for a guide in running, customizing, and saving reports: Run reports in QuickBooks Online.

For additional QuickBooks-related concerns, don't hesitate to post them here in the Community. We're always available and willing to lend a hand to your queries. Have a great day ahead.

I have tried all of your fixes and they do not work.  Each time I am on the phone with Online Support, the call takes forever because the person I am talking to doesn't know the answer and I have to be put on hold multiple times so they can ask someone else or look it up in your system.  It would be much better if you have someone who knows the issue schedule an appointment to call me.  I have wasted so much time on the phone to no avail.

I understand the inconvenience this has caused you, ptravers. No worries, I can give you steps on how to get a call back from our experts.

For our experts to call you back, please contact our support team so they can assist you more efficiently.

Here's how:

1. Sign in to your QuickBooks Online company.
2. Select Help (?).
3. Select Contact Us and choose a way to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.
   

You can also check this article for you when is the best time to call our contact support.

In addition, you can check this article for you to manage your books at the end of the fiscal year: Add or delete attachments in QuickBooks Online

Don't hesitate to leave a comment if you have further concerns related to QuickBooks Online. I'm always here to help

I understand how to call in.  Thank you.  The problem is, I never get someone that knows what to do.  They give me work-arounds.  I know what those are.  They are time-consuming and frustrating.  They do not fix the problem.

I have been having this same problem with shortcuts not doing anything. One workaround I have discovered is that if I right click on the shortcut and select "open in new tab" or "open in new window" I do at least get to the thing that I was trying to open. Definitely not a fix but at least a temporary Band-Aid.

My shortcuts have not been working for months now and I have spent hours on the phone with Quickbooks and they don't have a clue.

I am in the desktop app for QB on-line and first my "CTRL ALT S" quit working in the enter invoices module and now it stopped working in my receive payments module. It seems that QB has NO interest in fixing this for their customers. Their ONLY interest is getting paid.

I tried the "fix" suggested in this thread and nothing. I don't have the time or the patience any more to deal with the so called "HELP" desk. They know this is an issue, just fix it.