Mac QBO user here - I am unable to preview Estimates. When I click Preview, I get a blank gray screen and the error message - "Error: Failed to load PDF document."

Hey there, @Emil1. 

I hope you're having a great Friday. 

We are aware of this issue with the PDF documents not showing due to the error. Our customers have found that using Adobe instead of the default PDF program that comes with Mac is resolving the error. I recommend having your IT professional check the components and configurations of your computer to see if it's compatible. 

In the meantime, let's work on some basic troubleshooting steps. 

Let's clear the cache from your browser. Web browsers collect cache (cookies) to save you time when loading repetitive data and images, which can cause similar issues such as this error message. Below I've included the steps on how to clear the cache (depending on your browser):

• Internet Explorer
• Firefox
• Chrome
• Safari (for Mac computers)
• Safari (for iPad/iPhone)
• QuickBooks Windows App (for QuickBooks Online users)
• Microsoft Edge

If you're using the app instead of a browser, I recommend resetting the app data.

To do this:

1. Click the Help menu at the top of the screen.
2. Select the Reset App Data option on the drop-down selection.

Please let me know if there's anything else I could help you with. I'll be here to guide you every step of the way. Take care and have a good one! 

Thank you for your response.  Yes, I have tried all of this, plus 3 different browsers.  And I was on the phone with Intuit Support for an hour yesterday ... 

I own a Cyber Security / Cloud company, so am capable of solving most all issues.  I also have an Adobe Cloud Suite subscription.  I tried Adobe Reader yesterday, but my QBO did not connect with it for the conversion to PDF. 

My Purchase Orders and Invoices preview just fine and convert to PDF for emailing and printing, it is only my Estimate converter to pdf that seems to be corrupt.  

I have used many versions on QB over the past 14 years -- Windows, Virtual Desktop, Win on OS/X and have been on QBO for OS/X for the past 5 years, hammering it all day everyday, no issues.  I also retain a Top 100 Pro Advisor, Enterprise-Certified QB Advisor.  

Doing all I can, but am 100% down for providing customers quotes....  

Thanks for coming back on this page, @Emil1.

Just yesterday, we found out that we’re having this issue under investigation. Our engineers are currently working on a fix.

I recommend contacting our Phone Care Support team to add you to the list of affected users. This way, you’ll be notified once the issue is resolved.

Here’s how:

1. Go to Help (?) at the top right.
2. Select Contact Us.
3. Enter the "affected user" in the field, then hit Let’s talk.
4. Choose to Get a callback.

You can provide this INV-42750 as a reference once you reach them.

You’re always welcome to post if you need assistance moving forward.

Hello!

I am having the same issues with my invoices. Is there any update on this?

Sarah

Hi there, sarah25.

The issue about unable to preview Estimates has been reported as resolved.

Since you're having the same issue with your invoices, I suggest performing a troubleshooting step to fix this issue. 

I suggest logging in your QuickBooks account using a private browser. This way, you'll see if you get the same result. And, this method prevents cookies from being stored on your computer, making it a great place to identify browser problems. This might also the reason to encounter unusual behavior or unable to preview your invoices.

Here's how to use 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 it works in incognito, I recommend clearing the cache of your regular browser. You can follow the information provided above on how to perform the steps. If the steps above didn't work, use another supported browser as alternatives.

Please check this article to see steps on how to email or print a single and multiple invoices: How to email or print an invoice.

You can also refer to this article on how to personalize your sales forms to add additional information to enhance your business' brand: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Please know that you're always welcome to post if you have any other concerns. Wishing you and your business continued success.

I have been having the same issue since January 31st. The issue for me has not been resolved. I have tried all of the tips that QB support has posted, waited on hold for 1 hour each time I have called it. The problem is not resolved. I have no issue with any other part of QB except my estimates cannot load when hitting print or sending an email. 

Thanks for letting us know about this, @Cyndi05,

The Error: Failed to load PDF document is a browser related issue. If you have tried clearing your cache and doing the steps in this thread, I've listed a few suggestions you can try to fix this PDF problem.

Before starting, make sure you PDF reader is up-to-date and matches QuickBooks Online's system requirements (Adobe Reader 11.0 or higher).

Now, if you're using Google Chrome, change the PDF Settings

1. Open the updated version of Chrome, and click the Menu button in the top right corner.
2. Go to Settings and scroll all the way down and click Advanced.
3. In the Privacy section click Content settings.
4. Now find and select PDF documents from the list.
5. Enable Download PDF files instead of automatically opening them in Chrome option.

Still in Chrome, disable problematic extensions to enhance the functionality of the browser. Do that by going to  the Menu icon and selecting More tools. When you click Extensions, a list of all extensions that you have installed will appear. To disable them, click the little switch next to the extension’s name.

Resetting Google settings or uninstalling Chrome can also help fix this issue. Be sure to consult an IT professional if you're not confident doing the steps.

For other browsers in Mac like Safari, check our system requirements for the OS and browser versions and see  if it matches yours.

However, if none of it works, I recommend contacting our Support Team again. Only our live support representatives can view your account and escalate this issue to our engineers for investigation. Here's how to contact us:

1. Go to the Help menu then select Contact us.
2. Enter the keyword Error: Failed to load PDF document in the What can we help you with? box.
3. On the next screen, scroll down to the Choose a way to connect with us section.
4. Choose Start messaging to initiate a discussion with a live agent or Get a call for callbacks.
   

5. When using the messaging option, a small discussion box will appear at the bottom right section of your monitor. An agent will be with you after filling in the information. See this:
   

When you're connected, provide all the information about your concern or request a viewing session with out representative. Live support is available Monday through Friday at 6 AM to 6 PM PT.

Let me know how it goes. I want to make sure this is resolved and I'll be right here if you need further help. Have a nice day!