It is incredibly frustrating that this defect has been documented for some time and is still not fixed. If we remember to set the class when an invoice is created, it works. But if we try to set the class to ShipStation (or any other class) after the invoice is created, often, the class will not save. We can try and save it multiple times, but the class will not stay set. Then, we have to manually ship the product. The is beyond frustrating. Please, Intuit, you need to escalate this problem and get is fixed as soon as possible.
Great to have you here in the Community, Christopher.
I've checked here on my end to see if there's an ongoing investigation about this but there isn't currently one.
Just to confirm, did you already report this issue to our support team? If so, do you have an investigation number? Any details you can share are much appreciated. This way, I can provide accurate resolution to your concern.
However, you can perform some troubleshooting steps to help isolate the issue. You'll first need to log into your QBO account using a private browser. When using this session, it won't store the data in the cache so it's a good way to check if this is browser-related or not. Here's how:
If you're using Internet Explorer and Mozilla Firefox, you can press the Ctrl + Shift + P on your keyboard. Press Command + Shift + N for Safari. For Google Chrome, press Ctrl + Shift + N.
If the private browser works, you can shift back to your regular browser (Ctrl + N) and clear its cache. I'd suggest using a different browser in case private browsing doesn't work.
Please drop me a line below if there's anything else you need. I'm always here to help, Christopher.
Thanks for the follow up. Intuit tech support contacted me, and I have new information that may help others who find this thread. It is my understanding there are two problems.
First, if any invoices are created before a class is created, then assigning that class to those invoices may be problematic. It is my understanding that this is a known problem.
Second, our database is apparently corrupted. Intuit tech support analyzed our QuickBooks Desktop file that was converted to QB Online in February. That desktop database had many errors in the log file. When tech support helped us convert QB Desktop to Online, they should have first checked the error file. That was not done, and those errors are apparently now in our Online database.
Tech support offered three options to fix the database. 1) $700 one time fee, 2) $1,600 one year maintenance, or 3) $3,200 three year maintenance. We selected option 2. The database repair is estimated to require one or two days. They will start tomorrow morning. In theory, once the database repair is complete, we should be able to assign a class to an invoice. I will follow up on this thread in a few days for others who may experience this problem in the future.
After purchasing premium support, Intuit tech support has investigated the problem, and there are no good solutions, only painful alternatives. Here is an overview of the problem.
When Intuit phone support worked with us to convert QB Desktop to QB Online, they failed to mention we should first check for errors in our QBD database. We did the conversion in February, and analysis of our last QBD database shows a large number of internal errors. We should have been instructed to perform a deep rebuild of the database to remove all errors before starting the conversion to QBO. Since that was not done, and the QBD errors were propagates to the QBO database. According to QBO tech support, these errors are causing problems with classes.
It gets worse. QBO tech support can fix errors that are introduced into a QBO database after conversion, but they do not have the tools to fix errors that were introduced into the QBD database. Because QBO tech support does not have the tools to fix these errors, they suggest we convert the QBO database back to QBD, fix, the errors in QBD, and then convert back to QBO.
It gets worse. The conversion from QBO to QBD will delete all our estimates. Seriously? These estimates, including all the closed estimates, are an integral part of our business.
It gets worse. The conversion from QBD to QBO is also flawed. I know this because all the shipping addresses in out contact database were convoluted. For the past several months, we have been manually cleaning up the mess, and now we are faced with the prospect of doing it again.
In summary, there are four problems.
1. The conversion from QBD to QBO should include a check to ensure there are no errors in the database. If there are any errors, then the conversion should require a deep rebuild of the database.
2. The conversion from QBD to QBO can mangle contact shipping addresses.
3. The conversion from QBO to QBD deletes estimates.
4. QBO lacks the tools to fix errors in the database. The developers need to enhance their tools so they can repair any errors in the database, including errors that were introduced in QBD before a conversion.
We are really stuck on this one. One the one hand, we don't want to continue using a database that has errors, but on the other hand, the proposed solutions are incredibly painful (loss of estimates that are important to our business) and time consuming (manual cleanup of all the conversion errors).
We always strive hard to ensure that our customers' concerns are addressed properly. This includes providing the necessary information needed.
I personally want to let you know that we value your opinions and suggestions. And I know how time-consuming it is to manually clean up all the conversion errors on your account.
In addition, we are also working hard to improve both the product and our service.
Also, I'll pass this along to our engineers so they'd know of your suggestions for the product.
You can view our Help articles if you need more "How do I" steps.
Don't hesitate to let me know if you have any other concerns.
Tech support offered three options to fix the database. 1) $700 one time fee, 2) $1,600 one year maintenance, or 3) $3,200 three year maintenance. W
Was this official Intuit tech support or an outside 3rd party service?
This was official Intuit tech support. FWIW, I don't mind paying for premium tech support. The problem is that even with premium tech support, they have not built the tools to fix errors in the database such as the ones I described.
I was not aware that Intuit Inc. offered premium tech support. I thought tech support. was free. I know there are businesses saying they are Intuit premium tech support but it's not Intuit Inc. Any one can say they support Intuit's products. Intuit Inc. is piloting/testing QuickBooks Bookkeeping Live, but that's not premium tech support. Is QuickBooks Bookkeeping Live what you mean?
You are right. I thought it was Quickbooks premium support. Apparently it is QB Pro Advisor Help. They gave me the impression they were Intuit. That makes more sense why they can't repair the database. I will contact Intuit tomorrow and see if there is anything they can do to repair the database.
Thanks for joining this conversation, @Tiredodnoanswers.
This isn't the impression that I'd like for you to be left with. As of now, our Product Engineers are still investigating and working to get it fixed as soon as possible.
If you already contacted our Phone Support team, rest assured that you'll receive an email notification once the investigation (INV-31713) is done with a resolution. I'll also update you in this post once we get the update as well.
I appreciate your patience and understanding while we look into this. Please let me know should you need anything else in the comment section. I'll be here to help. Take care always.
No, the problem has not been fixed. Intuit is aware of the defect, and they plan to fix the defect in a future release.
I'd also like to clear up something else I posted in this thread. Although there are problems when converting QB Desktop to QB Online (e.g. customer shipping addresses are mangled), the errors in the QB Desktop database are not propagated to the QB Online database. That was bad advice from a third-party QB help company.
Hello there, @simplifaster,
We don't want our customers to experience this unexpected result after reaching out to QuickBooks Bookkeeping Live. We are passionate in helping you fix the conversion errors from Desktop to the Online version as soon as possible.
Rest assured, you'll receive email updates from our support team once this issue is resolved.
I'll pay attention to your experience so this will not happen again and make sure to relay your feedback here on my end.
I'm adding this useful guide to learn more about the conversion process: Convert QuickBooks Desktop file to QuickBooks Online. For more product-related topics, you can navigate these helpful topics on our Community page.
Please know that you can always post here in the Community if you have any other concerns. I'll gladly help.