"Item Not Found" when scanning barcodes as regular user, works for admin (QBE 21.0)

bowtie_david · ‎February 22, 2021

When scanning barcodes into sales receipts or invoices, we get "Item Not Found" when logged in as a normal user account with Inventory, Sales, and Purchasing roles.

The item list is set up, advanced inventory enabled, etc... Scanning works as expected for the Admin user, but no one else. My assumption initially was that it might be a permission issue. However, after setting up a test user and giving them full access, they are still unable to scan barcodes.

I'm at a loss as to how to resolve this, other than converting their entire item list to use the barcode in the Item Name field. Can someone shed some light on what we're missing?

bowtie_david · ‎February 22, 2021

Thanks @Joesem M and @Mark_R

I ended up talking to someone on the phone who was much more helpful. The issue ended up being an error that went unnoticed during install and caused update issues... Fortunately, they were able to resolve things relatively quickly (for a fee).

As for improving the chat support, it would help if the agents talked to one person at a time... to consistently take 3 minutes to type a simple question, and then make me repeat information that I had already given... it seems to me that the chat agents are chatting with several people at a time, so responses take way longer than they should, their attention is divided, they forget who they asked what, and as was my case, I was eventually just left hanging...

As an introvert, I generally much prefer chat over phone, but now that I know that the level of service is orders of magnitude better on the phone, I'll be going that route in the future.

View solution in original post

Mark_R · ‎February 22, 2021

Hi there, @bowtie_david.

I don't want to leave you hanging. That's why I'd like to redirect you to the best support group available to get this addressed right away.

Since the user with Inventory, Sales, and Purchasing roles receiving an error when scanning bar codes, I highly suggest contacting our QuickBooks Support Team. This way, they can further investigate the issue and provide some steps to get this resolved. They can also create an investigation ticket if other users are experiencing the same error.

Here's how to reach them:

Go to the Help icon and select QuickBooks Desktop Help.
Click Contact Us.
Write your concerns in the description box, then select Continue.
Select which one of the support options you'd like to use.

Please check out our support hours to ensure that we address your concerns on time.

We're always here to listen if you have concerns regarding other features. You're welcome to post again or leave a reply below.

bowtie_david · ‎February 22, 2021

Thanks, but after explaining the situation, the person in the chat said they didn't know but would look into it... 30 minutes and I'm still waiting, and no way to tell if we've been disconnected, I'm being ignored or what exactly. Is there someone I can call, or what's the next step here?

Joesem M · ‎February 22, 2021

Thanks for getting back to us, @bowtie_david.

I appreciate the time and effort you've spent with one of our chat support agents. We'll be able to take action on improving our customer service.

I can see you've already performed the steps to chat with us, but you'll have to request a callback from there. This way, you can talk to a live person regarding your concern. Keep in mind that the waiting time for a callback is about 5 minutes.

You can also check this article for more details and ensure to review their Support hours to know when agents are available: Contact QuickBooks Desktop support.

Additionally, here's an article that'll further guide you in managing the growth of your business using QBDT: QuickBooks Help Articles. It includes topics about account management, banking, and expenses, to name a few. You can click the + More topics to view additional selections.

Please don't hesitate to get in touch with me here should you have any additional questions or concerns. Thanks for coming to the Community. Keep safe always!

bowtie_david · ‎February 22, 2021

Thanks @Joesem M and @Mark_R

I ended up talking to someone on the phone who was much more helpful. The issue ended up being an error that went unnoticed during install and caused update issues... Fortunately, they were able to resolve things relatively quickly (for a fee).

As for improving the chat support, it would help if the agents talked to one person at a time... to consistently take 3 minutes to type a simple question, and then make me repeat information that I had already given... it seems to me that the chat agents are chatting with several people at a time, so responses take way longer than they should, their attention is divided, they forget who they asked what, and as was my case, I was eventually just left hanging...

As an introvert, I generally much prefer chat over phone, but now that I know that the level of service is orders of magnitude better on the phone, I'll be going that route in the future.

View solution in original post

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"Item Not Found" when scanning barcodes as regular user, works for admin (QBE 21.0)