Enterprise desktop - custom fields disappearing when switching between templates

Thanks for becoming part of the Community, Easten Metal.

To verify my understanding, is this occurring when you switch to one specific template, or with any templates you switch to while creating sales orders?

If it's occurring with only one particular template, it's possible your template's been damaged. This can sometimes occur and is fixable by deleting and recreating it.

Here's how:
 

1. In the top menu bar, go to Lists, then Templates.
2. Right-click a template you want to delete.
3. Choose Delete Template.
4. Select OK.

Once it's been deleted, you can recreate it from your Templates screen.

I've also included a detailed resource about working with custom templates which may come in handy moving forward: Fix common issues when you use and customize templates

I'll be looking forward to your reply. Have a great Tuesday!

No, this happens when I switch between multiple different sales templates. I can set the value on any one template, and print it out, but when I switch to any other template, the field is blanked out.

The custom field is an inventory location, and in the item list, I can choose an item, go to custom fields, and set the inventory location _if it will be there all the time_. When we add an item to the sales list that already has that custom field entered, it shows up as expected, and is NOT deleted when we switch to different sales order templates.

Usually though, we have to assign an inventory location when the sales order is made, and we've had great success with locations entered in the sales order window remaining between saves and supplementing the auto-filled permanent values.

Thus, it seems, perhaps the current version overwrites whatever is entered in the sales order screen with the item's set custom value... even if that value is blank... when a different Sales Order template is chosen.

current QB Enterprise version is v.33.0.4006.0 - Is there any way to roll it back?

We appreciate you for coming back and providing us with in-depth details of your template concern, Easten Metal.

It's possible you have a damaged sales order template causing custom fields to disappear when switching between templates. 

If you have a backup from the time that the customized template worked, you can restore it. If restoring a backup isn't a good option for you, we'll need to delete and recreate the template. You can follow the steps provided by ZackE. To recreate your customized template, please follow the steps in this article: Use and customize form templates.

If you run into any problems customizing your templates, here's how to troubleshoot common issues when using and customizing templates. If the same thing happens, we recommend running the QuickBooks File Doctor. This scans your company file for errors on your template and quickly fixes them. Here's how:

1. Create a backup copy of your company file to ensure the safety of your file in case you run into some issues.
2. Close your QuickBooks.
3. Download our QuickBooks Tool Hub
4. Open the file you downloaded (QuickBooksToolHub.exe).
5. Follow the on-screen steps to install.

When the installation finishes, open the tool hub on your Windows desktop and follow the steps below.

1. Select Company File Issues.
2. Click Quick Fix my File.
3. Start QuickBooks Desktop and open your data file.

If the QuickBooks File Doctor doesn’t fix your issue, you may have a damaged file causing empty fields when switching between templates. You can check out this article to troubleshoot the issue: Fix data damage on your QuickBooks Desktop company file.

Additionally, I’m adding this resource where you can access our self-help articles: QuickBooks Desktop guide. These resources contain topics that will guide you on how to efficiently handle your taxes, payroll, account information, banking tasks, sales or expenses-related activities, and so on.

I'd like to know how things going after performing the recommended solutions, as I want to ensure this is resolved for you. Just reply to this post and I'll get back to you. 

We do weekly rebuilds of the file, which ofc generates a backup .qbb file. I restored september 16th's file and tested the issue with that data file - it manifests the same behavior of overwriting whatever is entered in the custom field on the sales order with the contents of that item's custom field entry, even if it is blank upon switching templates.

If restoring from a .qbb file is insufficient to test previous template versions, let me know.

I've posted a 22 second video to youtube demonstrating the issue.

https://youtu.be/wpcKtN_S57Y?si=xuZcryXJbItd2a51

I have the same issue.  It started a few days ago.

I want to ensure this gets resolved, Easten Metal and Karen.

Currently, there's an ongoing issue about Sales Orders. And our Engineering team are actively working to fix this for you. To receive live updates about the status of the investigation, I recommend contacting our Customer Care Team, so they'll add you to the list of affected users. 

To reach them, here's how:

1. On your QuickBooks account, go to the Help menu at the top.
2. Select QuickBooks Desktop Help. 
3. Choose Contact Us. 
4. Enter the issue or topic in the field box. 
5. Follow the onscreen instructions.

You can also check out this link for more information on contacting them: Contact QuickBooks Desktop support. Ensure to review their support hours to know when agents are available.

In case you'd want to run reports to view a snapshot of your business, see this article: Understand reports.

Thanks for your patience as we continue working toward a resolution. Don’t hesitate to reach back out if you need anything else. I’m always here to help.

Does anyone know of a fix for this?  We have had an issue close to the same; it copies data from the last line of custom column and puts it on the first line overriding the earlier entry.  It seems to  do it if you are copying from another source (web page / excel file) and pasting back to QB.  

I've reported this to QB around 8 years and every year after and not heard a peep.  

Clay

I completely recognize the dedication and patience you’ve shown in bringing this up repeatedly over the years, Buynet. Let’s collaborate to resolve it.

When copying data from a web page or an Excel file, hidden formatting, such as cell properties or styles, can unknowingly transfer along with the content. This hidden formatting may lead to unexpected behavior or even malfunctions in QuickBooks.

Since the issue occurs when copying data outside QuickBooks, I recommend manually entering the data into QuickBooks to ensure that no hidden formatting or properties interfere with QuickBooks' functionality.

If the issue persists after manually entering the data, I recommend using the QuickBooks Tool Hub to fix the issue you have encountered.

You can follow the steps provided in this article: Fix data damage on your QuickBooks Desktop company file.

Let us know if you need further assistance.

Your assumption or understanding is not correct. 

It does something like the video posted earlier in the conversation, slightly different.  If I would to leave curser the custom named field (after a save) in QB and copy "TEST" from here and paste back into a line somewhere in the Sales Order, it would take data from the last line entry on the document and duplicate it on line 1.