"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.

PopsPlaceBeerStore · ‎August 11, 2021

I have this exact same issue. I would like for someone to list the steps to fix this problem. I would prefer to fix it when I have downtime rather than sit on hold and wait for assistance. My store is open during the same hours that online assistance is available. This does not work well for me. My customers come first.

JessT · ‎August 11, 2021

Thank you for joining in on the thread, PopsPlaceBeerStore.

I understand that the time difference is quite of a challenge. However, are you using the QuickBooks Desktop Enterprise? Their Support Team is actually open 24/7. You can follow the steps below.

Within QuickBooks:

Go to Help, then select QuickBooks Desktop Help.
Select Contact Us and give a brief description of your issue.
Select Let's talk and then choose a way to connect.

Outside QuickBooks:

Click on this hypertext: What can we help you with?
Select the QuickBooks Enterprise Suite product and click Continue.
Select QuickBooks Desktop when you're prompted to choose a product again.
In the Which Edition droplist, select Enterprise and click Continue.
Choose a way to connect.

For QuickBooks Pro, Premier, or Plus, the Support's schedule is from 6 AM to 6 PM PT.

If there's anything that I can help you with, feel free to go back to this thread.

gusblog · ‎December 08, 2021

Hi,

Apreciate @bowtie_david can be more accurate to the procedure for solve the problem. or QB people can send a steps to solve it,

I have the same problem, and I'm also frustrated with problem and with get help from support or phone call,

if you already solve the problem, apreciate you can share the solution.

Regards

Gustavo

fadyhocheimy · ‎December 20, 2021

Same issue. Any solution yet?

fadyhocheimy · ‎December 20, 2021

same issue. Was this sorted?

ReymondO · ‎December 20, 2021

Hi there, @fadyhocheimy.

Let me redirect you to the best support group available to get this addressed right away.

If you're getting the same error message "Item Not Found" when scanning bar codes, I highly suggest contacting our QuickBooks Support Team. That way, they can perform an investigation and provide some steps to get this resolved.

You can reach to them by following these steps:

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.

You can also check out our support hours to ensure that we address your concerns on time.

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

fadyhocheimy · ‎December 20, 2021

Thanks for your reply but I have done that several times and no one seems to know about this issue nor offer a solution. I have tried calling as well as chatting with support on multiple occasions.

Sil80_kidd · ‎April 12, 2022

I am with @fadyhocheimy

here, and I've been getting the run around on the phone for 5 business days now. Each time I get told to change some setting, which I have to have my admin do, and wait for a time for single user mode to be enabled....usually after hours. I really don't want to keep wasting my paid and unpaid time on this pile. I copied all the settings made during the barcode wizard into a clone company file and everything functions as it should-except for in the file that matters. Is there a proper helpdesk for things like bugs? because many users on other threads said it was only fixed with a reinstall, and since I cloned the settings and it worked in a new file, I'm kind of giving up hope on an easy solution. Please bump this to your superiors or something, this is a crippling issue with seemingly no experience.

I will post again upon resolution. ;)

Just to clarify, if another user reads this, I have scanned barcodes into the barcode field on my inventory items, and can pull them up by scanning the barcode into item search, however I can't scan into invoices, inventory transfers, or Q o H adjustments.

Amyshr1120 · ‎June 20, 2022

We are having the same issue and called in and they were no help and said they must have removed it as an option. Do remember the steps you did to fix it. We are using Multistore POS

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