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RelevantNetworks
Level 2

E-mail freeze /hang up

Operating system: 18363.628 (Windows 10 Pro)

Processor: Intel(R) Core(TM) i5-7500 CPU @ 3.40GHz

RAM: 8 GB

Storage: SSD CT250MX500SSD1


Microsoft Office: 16.0.12430.20264

QuickBooks 29.0.4011.2901 (Enterprise 19)

 

We have a customer who is currently having issues with emailing from Quickbooks. The first email (invoice) from the Quickbooks causes Quickbooks to totally hang up. The end user then has to use the task manager to kill Quickbooks. She can then email out invoices using quickbooks. We have troubleshooted this to the Nth degree, including calling Intuit support, running quickbooks file doctor, reinstalling quickbooks, reinstalling microsoft office,  reloading the operating system on the computer,  and using outlook to send emails instead of the built in email function on Quickbooks, but the issue still persists (even with using outlook as the mail client). We have tried having this user use a different quickbooks user account, but she still has issues. 

 

When I have done remote support sessions with Intuit, the issue may happen once and then it seems to work for a while. Intuit support will then say "well it's working" and end the session, but the problem has been happening since December 2019. 

 

The issue seems to resolve around 'qbmapi64.exe'. Here's some information from appcrashview:

 

?Version=1 EventType=APPCRASH EventTime=[removed]379599 ReportType=2 Consent=1 UploadTime=[removed]931891 ReportStatus=[removed] ReportIdentifier=b2019154-65b8-4b27-9b75-579fe0bb5ed6 IntegratorReportIdentifier=a2f7ba63-3451-4d34-b030-ee6cc6cd6f7f Wow64Host=34404 NsAppName=qbmapi64.exe OriginalFilename=QBMapi64.exe AppSessionGuid=[removed]-000f-ce67-295118b4d501 TargetAppId=W:0006af445c3b4345e3e3b66177a0a4cc[removed]!0000da18f77dd027c09f0a66bd1be62548439f45ae6e!qbmapi64.exe TargetAppVer=2017//04//20:08:29:43!21d03!qbmapi64.exe BootId=[removed] ServiceSplit=[removed] TargetAsId=27432 IsFatal=1 EtwNonCollectReason=1 Response.BucketId=3fa8c0dd251fdc541b298f5d95af2c9a Response.BucketTable=4 Response.LegacyBucketId=[removed]5207066 Response.type=4 Sig[0].Name=Application Name Sig[0].Value=qbmapi64.exe Sig[1].Name=Application Version Sig[1].Value=1.0.0.0 Sig[2].Name=Application Timestamp Sig[2].Value=58f87177 Sig[3].Name=Fault Module Name Sig[3].Value=mso20win32client.dll Sig[4].Name=Fault Module Version Sig[4].Value=0.0.0.0 Sig[5].Name=Fault Module Timestamp Sig[5].Value=5ddf2092 Sig[6].Name=Exception Code Sig[6].Value=c0000005 Sig[7].Name=Exception Offset Sig[7].Value=[removed]fa9a8 DynamicSig[1].Name=OS Version DynamicSig[1].Value=10.0.18362.2.0.0.256.48 DynamicSig[2].Name=Locale ID DynamicSig[2].Value=1033 DynamicSig[22].Name=Additional Information 1 DynamicSig[22].Value=aaa6 DynamicSig[23].Name=Additional Information 2 DynamicSig[23].Value=aaa66f[removed]2837d9a64bc4e DynamicSig[24].Name=Additional Information 3 DynamicSig[24].Value=adb6 DynamicSig[25].Name=Additional Information 4 DynamicSig[25].Value=adb6ece8e2c109c0a3e879301f312e40 UI[2]=C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 19.0\qbmapi64.exe LoadedModule[0]=C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 19.0\qbmapi64.exe LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll LoadedModule[2]=C:\Windows\System32\KERNEL32.DLL LoadedModule[3]=C:\Windows\System32\KERNELBASE.dll LoadedModule[4]=C:\Windows\System32\USER32.dll LoadedModule[5]=C:\Windows\System32\win32u.dll LoadedModule[6]=C:\Windows\SYSTEM32\mfc140.dll LoadedModule[7]=C:\Windows\System32\ADVAPI32.dll LoadedModule[8]=C:\Windows\System32\GDI32.dll LoadedModule[9]=C:\Windows\System32\gdi32full.dll LoadedModule[10]=C:\Windows\System32\msvcrt.dll LoadedModule[11]=C:\Windows\System32\sechost.dll LoadedModule[12]=C:\Windows\System32\msvcp_win.dll LoadedModule[13]=C:\Windows\System32\ucrtbase.dll LoadedModule[14]=C:\Windows\System32\RPCRT4.dll LoadedModule[15]=C:\Windows\System32\ole32.dll LoadedModule[16]=C:\Windows\System32\combase.dll LoadedModule[17]=C:\Windows\SYSTEM32\VCRUNTIME140.dll LoadedModule[18]=C:\Windows\System32\bcryptPrimitives.dll LoadedModule[19]=C:\Windows\SYSTEM32\MSVCP140.dll LoadedModule[20]=C:\Windows\System32\OLEAUT32.dll LoadedModule[21]=C:\Windows\System32\SHLWAPI.dll LoadedModule[22]=C:\Windows\System32\IMM32.dll LoadedModule[23]=C:\Windows\SYSTEM32\UxTheme.dll LoadedModule[24]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_5.82.18362.476_none_2a2a02a24667b734\Comctl32.dll LoadedModule[25]=C:\Windows\System32\MSCTF.dll LoadedModule[26]=C:\Windows\System32\kernel.appcore.dll LoadedModule[27]=C:\Windows\System32\clbcatq.dll LoadedModule[28]=C:\Windows\System32\bcrypt.dll LoadedModule[29]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.18362.476_none_e6c4b11b130f2595\Comctl32.dll LoadedModule[30]=C:\Program Files\Microsoft Office\root\Office16\JitV.dll LoadedModule[31]=C:\Program Files\Microsoft Office\root\Office16\AppvIsvSubsystems64.dll LoadedModule[32]=C:\Windows\System32\SHELL32.dll LoadedModule[33]=C:\Windows\System32\cfgmgr32.dll LoadedModule[34]=C:\Program Files\Microsoft Office\root\Office16\c2r64.dll LoadedModule[35]=C:\Windows\System32\shcore.dll LoadedModule[36]=C:\Windows\System32\windows.storage.dll LoadedModule[37]=C:\Windows\System32\profapi.dll LoadedModule[38]=C:\Windows\System32\powrprof.dll LoadedModule[39]=C:\Windows\System32\UMPDC.dll LoadedModule[40]=C:\Windows\System32\cryptsp.dll LoadedModule[41]=C:\Windows\SYSTEM32\USERENV.dll LoadedModule[42]=C:\Program Files\Microsoft Office\Root\Office16\olmapi32.dll LoadedModule[43]=C:\Windows\WinSxS\amd64_microsoft.windows.gdiplus_6595b64144ccf1df_1.1.18362.476_none_17afa4006da19f63\gdiplus.dll LoadedModule[44]=C:\Windows\SYSTEM32\WTSAPI32.dll LoadedModule[45]=C:\Windows\SYSTEM32\wevtapi.dll LoadedModule[46]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso20win32client.dll LoadedModule[47]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso30win32client.dll LoadedModule[48]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso40uiwin32client.dll LoadedModule[49]=C:\Windows\SYSTEM32\dwmapi.dll LoadedModule[50]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso50win32client.dll LoadedModule[51]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso98win32client.dll LoadedModule[52]=C:\Program Files\Common Files\Microsoft Shared\Office16\mso.dll LoadedModule[53]=C:\Windows\SYSTEM32\VERSION.dll LoadedModule[54]=C:\Windows\SYSTEM32\msi.dll LoadedModule[55]=C:\Windows\SYSTEM32\d2d1.dll LoadedModule[56]=C:\Windows\SYSTEM32\WINSTA.dll LoadedModule[57]=C:\Windows\SYSTEM32\dxgi.dll LoadedModule[58]=C:\Windows\SYSTEM32\dxcore.dll LoadedModule[59]=C:\Windows\SYSTEM32\Secur32.dll LoadedModule[60]=C:\Windows\SYSTEM32\SSPICLI.DLL LoadedModule[61]=C:\Windows\System32\Windows.Security.Authentication.Web.Core.dll LoadedModule[62]=C:\Windows\SYSTEM32\wintypes.dll LoadedModule[63]=C:\Windows\System32\netprofm.dll LoadedModule[64]=C:\Windows\SYSTEM32\DWrite.dll LoadedModule[65]=C:\Windows\SYSTEM32\davclnt.dll LoadedModule[66]=C:\Windows\SYSTEM32\DAVHLPR.dll LoadedModule[67]=C:\Windows\System32\npmproxy.dll LoadedModule[68]=C:\Windows\SYSTEM32\d3d11.dll LoadedModule[69]=C:\Windows\SYSTEM32\webservices.dll LoadedModule[70]=C:\Windows\system32\wbem\wbemprox.dll LoadedModule[71]=C:\Windows\System32\WS2_32.dll LoadedModule[72]=C:\Windows\SYSTEM32\wbemcomn.dll LoadedModule[73]=C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_38bfcb542ef4272e\igd10iumd64.dll LoadedModule[74]=C:\Windows\SYSTEM32\ncrypt.dll LoadedModule[75]=C:\Windows\SYSTEM32\NTASN1.dll LoadedModule[76]=C:\Windows\System32\Normaliz.dll LoadedModule[77]=C:\Windows\system32\wbem\wbemsvc.dll LoadedModule[78]=C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_38bfcb542ef4272e\igdgmm64.dll LoadedModule[79]=C:\Windows\SYSTEM32\urlmon.dll LoadedModule[80]=C:\Windows\SYSTEM32\iertutil.dll LoadedModule[81]=C:\Windows\SYSTEM32\CRYPTBASE.DLL LoadedModule[82]=C:\Windows\SYSTEM32\WINHTTP.dll LoadedModule[83]=C:\Windows\SYSTEM32\ntmarta.dll LoadedModule[84]=C:\Windows\system32\wbem\fastprox.dll LoadedModule[85]=C:\Windows\System32\DriverStore\FileRepository\iigd_dch.inf_amd64_38bfcb542ef4272e\igc64.dll LoadedModule[86]=C:\Windows\System32\OneCoreCommonProxyStub.dll LoadedModule[87]=C:\Windows\SYSTEM32\WININET.dll LoadedModule[88]=C:\Windows\SYSTEM32\IPHLPAPI.DLL LoadedModule[89]=C:\Windows\System32\NSI.dll LoadedModule[90]=C:\Windows\SYSTEM32\amsi.dll LoadedModule[91]=C:\Program Files\Common Files\Microsoft Shared\Office16\riched20.dll LoadedModule[92]=C:\Windows\SYSTEM32\dhcpcsvc6.DLL LoadedModule[93]=C:\Windows\System32\vaultcli.dll LoadedModule[94]=C:\Windows\system32\WRusr.dll LoadedModule[95]=C:\Windows\System32\PSAPI.DLL LoadedModule[96]=C:\Windows\SYSTEM32\MSIMG32.dll LoadedModule[97]=C:\Windows\SYSTEM32\ondemandconnroutehelper.dll LoadedModule[98]=C:\Windows\SYSTEM32\dhcpcsvc.DLL LoadedModule[99]=C:\Windows\SYSTEM32\srpapi.dll LoadedModule[100]=C:\Windows\System32\CRYPT32.dll LoadedModule[101]=C:\Windows\System32\MSASN1.dll LoadedModule[102]=C:\Windows\system32\mswsock.dll LoadedModule[103]=C:\Windows\SYSTEM32\WINNSI.DLL LoadedModule[104]=C:\Windows\system32\SFC.DLL LoadedModule[105]=C:\Windows\SYSTEM32\sfc_os.DLL LoadedModule[106]=C:\Windows\SYSTEM32\webio.dll LoadedModule[107]=C:\Windows\SYSTEM32\usermgrcli.dll LoadedModule[108]=C:\Windows\SYSTEM32\DNSAPI.dll LoadedModule[109]=C:\Windows\System32\rasadhlp.dll LoadedModule[110]=C:\Windows\System32\aadWamExtension.dll LoadedModule[111]=C:\Windows\System32\fwpuclnt.dll LoadedModule[112]=C:\Windows\system32\schannel.DLL LoadedModule[113]=C:\Windows\SYSTEM32\mskeyprotect.dll LoadedModule[114]=C:\Windows\system32\ncryptsslp.dll LoadedModule[115]=C:\Windows\SYSTEM32\DPAPI.DLL LoadedModule[116]=C:\Windows\System32\Windows.Web.dll State[0].Key=Transport.DoneStage1 State[0].Value=1 ProcessMetadata[0].Key=OfficeProcArch ProcessMetadata[0].Value=x64 ProcessMetadata[1].Key=InstallType ProcessMetadata[1].Value=2 ProcessMetadata[2].Key=DeviceClass ProcessMetadata[3].Key=Channel ProcessMetadata[3].Value=CC ProcessMetadata[4].Key=AudienceGroup ProcessMetadata[4].Value=Production OsInfo[0].Key=vermaj OsInfo[0].Value=10 OsInfo[1].Key=vermin OsInfo[1].Value=0 OsInfo[2].Key=verbld OsInfo[2].Value=18362 OsInfo[3].Key=ubr OsInfo[3].Value=476 OsInfo[4].Key=versp OsInfo[4].Value=0 OsInfo[5].Key=arch OsInfo[5].Value=9 OsInfo[6].Key=lcid OsInfo[6].Value=1033 OsInfo[7].Key=geoid OsInfo[7].Value=244 OsInfo[8].Key=sku OsInfo[8].Value=48 OsInfo[9].Key=domain OsInfo[9].Value=0 OsInfo[10].Key=prodsuite OsInfo[10].Value=256 OsInfo[11].Key=ntprodtype OsInfo[11].Value=1 OsInfo[12].Key=platid OsInfo[12].Value=10 OsInfo[13].Key=sr OsInfo[13].Value=0 OsInfo[14].Key=tmsi OsInfo[14].Value=39264 OsInfo[15].Key=osinsty OsInfo[15].Value=1 OsInfo[16].Key=iever OsInfo[16].Value=11.476.18362.0-11.0.160 OsInfo[17].Key=portos OsInfo[17].Value=0 OsInfo[18].Key=ram OsInfo[18].Value=8075 OsInfo[19].Key=svolsz OsInfo[19].Value=232 OsInfo[20].Key=wimbt OsInfo[20].Value=0 OsInfo[21].Key=blddt OsInfo[21].Value=190318 OsInfo[22].Key=bldtm OsInfo[22].Value=1202 OsInfo[23].Key=bldbrch OsInfo[23].Value=19h1_release OsInfo[24].Key=bldchk OsInfo[24].Value=0 OsInfo[25].Key=wpvermaj OsInfo[25].Value=0 OsInfo[26].Key=wpvermin OsInfo[26].Value=0 OsInfo[27].Key=wpbuildmaj OsInfo[27].Value=0 OsInfo[28].Key=wpbuildmin OsInfo[28].Value=0 OsInfo[29].Key=osver OsInfo[29].Value=10.0.18362.476.amd64fre.19h1_release.[removed] OsInfo[30].Key=buildflightid OsInfo[31].Key=edition OsInfo[31].Value=Professional OsInfo[32].Key=ring OsInfo[32].Value=Retail OsInfo[33].Key=expid OsInfo[34].Key=containerid OsInfo[35].Key=containertype OsInfo[36].Key=edu OsInfo[36].Value=0 FriendlyEventName=Stopped working ConsentKey=APPCRASH AppName=QuickBooks MAPI AppPath=C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 19.0\qbmapi64.exe NsPartner=windows NsGroup=windows8 ApplicationIdentity=1B2DE97F439620144FFDE4341FAD91DE MetadataHash=[removed] qbmapi64.exe Stopped working 12/16/2019 2:58:45 PM All Users 0xc0000005 Access Violation 0x000fa9a8 mso20win32client.dll 0.0.0.0 C:\Program Files (x86)\Intuit\QuickBooks Enterprise Solutions 19.0\qbmapi64.exe 21,960 C:\Users\All Users\Microsoft\Windows\WER\ReportArchive\AppCrash_qbmapi64.exe_966e6742ff338e705bf25c8513a64f759e42638_81bceb08_b2019154-65b8-4b27-9b75-579fe0bb5ed6\Report.wer

 

The customer and myself are at our wits ends in regards to this issue. The customer should not have to deal with quickbooks freezing each time they want to initially send out an invoice. 

 

The other user who uses quickbooks on this same network doesn't have these issues. All the connections are hardwired as well. 

 

 

 

 

 

 

36 Comments
RelevantNetworks
Level 2

E-mail freeze /hang up

The email service provider is yahoo.

 

Also the case number we have is: 541-397-975

Mark_R
QuickBooks Team

E-mail freeze /hang up

Hi there, @RelevantNetworks.

 

Let me route you again to our support team to get this addressed right away.

 

Since your clients still having issues with sending emails from QuickBooks, I highly recommend contacting our Phone Support Team again. I understand that you've already contacted them before but they're the right support group to handle your escalated case. They can also create an investigation ticket if other users are experiencing the same.

 

To reach them:

 

  1. Open QuickBooks Desktop, click the Help tab at the top menu bar.
  2. Select QuickBooks Desktop Help.
  3. Click the Contact us hyperlink to talk with a live agent.

In the meantime, you can let your clients send their transactions through Webmail. For more guidance, feel free to check out this article: Connect your email to QuickBooks Desktop.

 

Please touch base with me here for all of your QuickBooks needs, I'm always happy to help. Have a great day.

RelevantNetworks
Level 2

E-mail freeze /hang up

According to the Intuit support rep I spoke with, Quickbooks does not work well with click to run versions of Microsoft Office. The support rep stated that they do not support Office 365 and currently only support: Office 2010, Office 2013, Office 2016. 

 

The affected individual has Quickbooks 2019 and Microsoft Office 365 (click to run). They continue to have the issue, even if we use gmail instead of yahoo. 

machadojd
Level 2

E-mail freeze /hang up

I have similar problems with mail client and printer drivers in reports while my email default client is Office 365.  Please fix this problem.

Kendra H
QuickBooks Team

E-mail freeze /hang up

Good afternoon, @machadojd.

 

Thank you for joining this thread. I'd be glad to lend a hand a provide some info about sending invoices from Outlook.

 

We can reset your Intuit ID settings within your company to refresh and here's how:

  1. Go to the Help menu.
  2. Select Reset Intuit ID settings.
  3. Type YES to confirm and click OK.
  4. Choose OK  after reset is successful.

Once you've reset you're settings, let's set up your email account again.

  1. From the Edit menu, click Preferences.
  2. Select Send Forms from the left panel.
  3. Choose My Preferences and use QuickBooks E-mail.
  4. Go to Check for valid subscriptions.
  5. Follow the onscreen inductions until we've added and connected your email provider.

Let me know if the step above did the trick. If you have any more questions or concerns, I'm only a few clicks away. Have a good rest of your day!

Glaziergal
Level 1

E-mail freeze /hang up

I have this same issue and get the same error message when I try to do the fix you just recommended in the Preferences tab under Edit.  The frustration that this causes is immeasurable.

ShiellaGraceA
QuickBooks Team

E-mail freeze /hang up

Hello @Glaziergal,

 

Have you tried changing the Internet Service Provider (ISP) and Port Information? If not, please follow these steps.

 

  1. Go to Edit, Preferences, then Send Forms.
  2. Highlight your email, then Edit.
  3. Update the SMTP Server Details (Server Name, Port, and SSL/TLS). Please refer to this article for the recommended SMTP Port (under Internet Service Provider (ISP) and Port Information)t: Connect your email to QuickBooks Desktop
  4. Click OK. Please see attached screenshot at the bottom.

 

Once done, try sending an email again. If you're getting the same result or if you're done editing the port, please contact our Technical Support so we can investigate further.

 

Don't hesitate to reach out anytime if you have other questions. We're always here for you. Have a great day.

 

DaCheeze
Level 2

E-mail freeze /hang up

Hello,

 

I have a user that is having issues with her Quickbooks crashing when trying to add/edit anything to do with setting up email preferences to send forms. Every time she gets an QBMAPI64:OUT OF MEMORY error. 

 

As she has 32 GB of system ram, I do not think system ram is the issue.  I believe this is some kind of corruption in quickbooks files that is throwing up a meaningless error.  

 

I have done the following :

1. Rebuilt Windows 10 profile - no change

2. Removed/rebooted/deleted leftover INTUIT directories & reinstalled 2020 with all updates as of 4/27 - no change. 

3. I was able to find RESET INTUIT ID SETTINGS as listed above (one has to search for INTUIT ID in order for it to show up in the HELP menu) and was able to reset the profile and then delete/re-create an email profile setting - however, trying to SEND FORMS still locks up Quickbooks - but looking at TASK MANAGER I see three items listed under the QB 32 bit application:

 

CefSharp.BrowserSubprocess(..

QuickBooks MAPI

QuickBooks open with Company file

 

At this point 

If I terminate the CefSharp.BrowserSubprocess then at least I get a menu of forms - stability was a bit

problematic and it crashed again.  

 

This crashing happens using both OUTLOOK and WEB MAIL settings - same result. 

 

MadelynC
QuickBooks Team

E-mail freeze /hang up

I appreciate the effort you’ve done, @DaCheeze.


When you run or open a lot of programs at once, "Out Of Memory" error messages appeared due to desktop heap limitation. Closing some of the open windows before retrying the program may help. 


But I would highly suggest contacting our Technical support team to fully investigate your concern. Reaching them can help modify your account and provide additional troubleshooting steps if necessary.


You can simply press F1 to route you to Contact us section, then choose to Get a callback to fix this immediately. You can refer to this screenshot for your visual reference:

 

DT-contact.PNG

 

You can find out what your computer needs to run the best QuickBooks Desktop experience through this link: System requirements for QuickBooks 2020 and Enterprise Solutions 20.0.


Get back to this thread if you have followed up question. I’ll make sure it will be taken care of.

DaCheeze
Level 2

E-mail freeze /hang up

MadelynC

 

FYI - I have OVER 30 years of SYSADMIN experience. I know how to troubleshoot a PC.

 

I have no other programs open during Quickbooks, I have rebooted the PC after crashing, I use a local sample file to open so I do not crash the production database, I disabled antivirus and shut down other applications. The client system is a CORE I7 running Windows 10 64 bit (latest build updates) with 32 GB of RAM and 2TB of available HDD space.   Production database is running on a Windows server.  

 

 

 

 

Please read what I have posted.  

DaCheeze
Level 2

E-mail freeze /hang up

MadelynC

 

FYI - I have OVER 30 years of SYSADMIN experience - so I know a bit about PC troubleshooting.

 

The client system is a Windows 10 64 bit (latest build) running on a Core I7 with 32GB RAM and 2TB HDD with 90% space available. The system is always rebooted when troubleshooting (especially after QB crashes) and I have disabled AV software and any other open systray apps.  NO APPLICATIONS are running when I troubleshoot this product.  

 

Does support offer a removal tool that allows me to totally delete the software from a client's pc?

beyond what is stated by your support here...

 

intuit.com....learn-support/en-us/install-or-update-products/clean-install-quickbooks-desktop/00/201980

 

Reinstall still picked up registration information and mapi configuration automatically, which tells me the above process does not fully clean out a previous install - either something still exists in the registry and/or a common folder somewhere.

 

Does a removal tool exist ? Where may I find it ?

katherinejoyceO
QuickBooks Team

E-mail freeze /hang up

Thanks for coming back, @DaCheeze. I appreciate you for trying all the steps to fix the crashing issue. 

 

At the moment, QuickBooks isn't supporting the removal tool that allows you to delete the software from a client's pc. I know how this functionality is useful for you. I'll do my part to send this idea to our Product Development team for them to consider in the future. 

 

Meanwhile, I'd suggest you contact our Customer Care team to check why the program always crashing even after you rebooted your PC. They have additional tools that can help you verify and to fix the issue. 

 

To make sure you'll get the help that you need, check out our available hours of operation through this article before reaching us:  Support hours and types.

 

Feel free to visit again if you have additional questions. I'm always delighted to help you some more. 

 

 

 

RMehrkens
Level 2

E-mail freeze /hang up

Hi RevelantNetwork,

We've had the same problem with emailing Invoices/Sales Orders for over a year now.  We've been troubleshooting and trying just about everything.  We too are running Office 365 click-to-run.  I'm going to find a copy of Office 2016 and give it a try.  If that works, I'll report back.

 

Quickbooks,

I've made at least 8 calls to tech support for over the last year and have begged to speak with someone on the Dev team to get this fixed.  It's unfortunate that no one has contact info for the Dev team.  There are a lot of IT consultants/Techs that could help improve this product if they had someone that knew what the software is doing on a technical level.  This issues could be fixed quickly with the right people involved.  If there is a known problem with Office 365, then let's get this info to the Dev team right now, and get this fixed please!

 

Thanks,
Rock

elanmike
Level 1

E-mail freeze /hang up

Customer care is non existent . It is someone that has no real knowledge of the product and in the end blames your computer. There is no ability to escalate. Office 365 has been in the mainstream for over 5 years and I cant even think of a client that is running a stand alone version of Office on the client box anymore. My client box is an i7 with 16GB RAM and no updates to Win 10 Pro in the past week or so and as of today showing an out of memory while trying to save an invoice or email an already created one.

YB1
Level 1

E-mail freeze /hang up

i have now the same issue could someone advise please?

GlinetteC
Moderator

E-mail freeze /hang up

Thanks for joining this thread, YB1.

 

You'll want to try the recommended troubleshooting steps from the above replies. If nothing works, I would suggest reaching out to our Customer Care Support Team. They have the necessary tools to do a screen-share with you and can further assist you with your concern.

 

Here's how to contact them:

 

  1. Go to Help, then choose QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Enter the details of the issue in the box, then click Continue.
  4. Select the best support option for you.

Check out our support hours and contact us at a time convenient to you.

 

Please let me know if you have any other concerns. I'm always here to help.

RMehrkens
Level 2

E-mail freeze /hang up

Hi Everyone,

Just following up here to my earlier post.  I have since installed Office 2016 on 3 workstations and those users have successfully emailed Sales Orders, Invoices, & Sales Receipts and not one user reported the issue in 3 days now.  

 

Quickbooks Support,

Please, instead of pushing us to your support team, can someone take some time and find a way to get the contact info for the Dev team and get this issue to them.  As a user posted above, Office 365 is Microsoft's primary office version now and it's not going away.  This needs to be addressed.

We here have identified the bug, shown that it's reproducible, and have now proved that it's tied to the integration between QB and Office 365 (I'm assuming via the QBMAPI64.exe application).  We are trying to help you and other QB users.  All we're asking is someone from QB help out and get this to the Dev team so they can get this fixed.  So we all can go on using QB and O365 with no issues.

I will gladly work with the QB Dev team on this.  Just give me a call.

 

MadelynC
QuickBooks Team

E-mail freeze /hang up

Hello @RMehrkens,

 

I really appreciate the information you’ve shared with the Community page. 

 

Contacting our QuickBooks Support team can help the user to raise their concern and let us know the things that need to be improved in the future. 

 

Creating an investigation also provides ideas to the developers to work and build the best option that works best for your business.

 

I’ll take note of your feedback and rest assured to pass this to our product developers. I recommend visiting our Blog site. This is where we share recent happenings and future developments, such as updates to newly added features. 

 

Thanks again for raising this to us. And let me know if there’s anything else you need. I’ll be here. Always take care.

eddiewillis1
Level 1

E-mail freeze /hang up

I just downloaded 2020 and have the same email issues with emailing invoices with Outlook 365. Surely you have a quick fix or update on how to resolve the problem.

Anna S
QuickBooks Team

E-mail freeze /hang up

Thanks for joining the thread, @eddiewillis1.

 

Allow me to provide some more information about the emailing issues you're having. 

 

QuickBooks Desktop supports Microsoft Office 360 only if it's locally installed on your computer, which means it's not downloaded from the web. This is listed in the system requirements that you can check before downloading the program. However, if you're having the same issues as described above, I suggest uninstalling QuickBooks and Office 365 and reinstalling them. When reinstalling, you'll want to start with Office 360 then install Desktop to ensure the connection will work with QuickBooks. 

 

Please let me know if this gets you back to business. I'll keep an eye out for your response.

craig7
Level 2

E-mail freeze /hang up

It's Office 365, not Office 360.

 

The requirements actually state, "Note: Office 365 is only supported when it is locally installed, not the web version."  Your statement that, "...which means it's not downloaded from the web." is misleading since the locally installed version may very well be downloaded from the web.  Not sure if you misspoke or simply don't understand the difference. 

 

Installing them in a particular order sounds like magical thinking/grasping for straws to me. 

JKennedy12
Level 1

E-mail freeze /hang up

I recently upgraded to QB 2020 and I am on Office 365 but I am emailing via Gmail.  I get the error 'qbmapi64 - Out of Memory' and then it kicks me out of QB. I've restarted the program and restarted my computer. Which of the above suggested fixes worked for anyone?  I really need to get my invoices out - hoping someone has advice.  Thank You!!!

 

RCV
QuickBooks Team
QuickBooks Team

E-mail freeze /hang up

I appreciate you for performing some troubleshooting to get this sorted out, JKennedy12.

 

Aside from restarting the program, let's register your email provider in the Web Mail settings.

 

Here's how:

 

  1. Go to Edit on the top menu. 
  2. Choose Preferences.
  3. Find Send Forms.
  4. Select Web Mail.
  5. Tap the Add button.
  6. Enter the Email Id and Email Provider details in the Add Email Info section. 
  7. Press OK

Then, try sending you invoices again.

 

For more details about Microsoft Office 365, check out this article: Microsoft Office 2010, 2013, 2016, and 365 FAQ.

 

If the same thing happens, let's try uninstalling and reinstalling Microsoft Office 365 to fix any damaged data issues. I'd suggest contacting the Microsoft Office's support to assist you with this one.

 

Then, repair your QuickBooks Desktop to fix damaged components in the software.

 

If the problem persists, please reach out to our Technical Support Team. They'll pull up your account in a secure environment and investigate what's causing this issue.

 

Here's how:

 

  1. Click the Help icon on the top menu. 
  2. Choose QuickBooks Desktop Help
  3. Tap Contact us.
  4. Select Search for something else and enter your concern in the Tell us more about your question: field. 
  5. Tap Search
  6. Choose Start a Message or Get Phone Number to connect with our support.

QBDT contact1.PNG QBDT contact2.PNG

I've got a link here where you can find articles about managing your invoices: https://quickbooks.intuit.com/learn-support/en-us/sales-and-customers/invoices/08?product=QuickBooks....

 

Keep me posted if you need a hand with creating memorized transactions or any QuickBooks elated. I'll be here to help. Have a great day ahead. 

JKennedy12
Level 1

E-mail freeze /hang up

Fortunately - just going in and checking my email address set up as they described worked - I don't know why.  I could not 'add' my email as it was already in there.  I didn't even delete it and re-add it.  I'm not complaining - it worked and I got my invoices out!!  :)  

 

Thank You!!

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