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Level 1

PDF Preview on Receipts Page in QBO Windows Desktop App

So I'm using the Windows App to interface with Quickbooks Online. I just recently set up the receipts option where I can email a PDF of a receipt to Quickbooks. When that shows up on the receipts page and I hover my mouse over the icon for the PDF, it tries to pop up a preview, but the contents are black, and then a save window opens for me to save the PDF to my local drive.

 

This only happens with PDFs. Image files that I've submitted of receipts seem to work fine, with the little preview popping up just fine. It also doesn't happen when I'm using my web browser, just in the Windows App.

 

Any ideas?

6 Comments
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QuickBooks Team

PDF Preview on Receipts Page in QBO Windows Desktop App

Hey there, @Jeigh.

 

Thanks for reaching out to the Community. 

 

I recommend resetting the app data. It holds the same role as clearing the cache from a web browser. Web browsers and the app collects cache (cookies) to save time when loading repetitive data and images, causing issues like the one with the PDF. I've included the steps to reset app data below. 

 

  1. Click the Help menu at the top of the screen.
  2. Select Reset App Data option on the drop-down selection. 

Please let me know if you have further questions or concerns. I'll be here to help you every step of the way. You can always reach out to us here in the Community anytime you need a helping hand in getting back to business. Take care and enjoy your weekend!

 

 

 

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**Mark the post that answers your question by clicking on "Accept as solution"

Highlighted
Level 1

PDF Preview on Receipts Page in QBO Windows Desktop App

Thank you for your response. Resetting the app data didn't fix the issue. If I go into expenditures and then receipts and hover over the thumbnail for a PDF receipt, a window automatically opens for me to pick a location to save the file.

Highlighted
Level 1

PDF Preview on Receipts Page in QBO Windows Desktop App

Thank you for your response. Resetting the app data didn't fix the issue. Hovering my mouse over the thumbnail for a PDF receipt still automatically opens a window for me to choose where to save the file.

Highlighted
QuickBooks Team

PDF Preview on Receipts Page in QBO Windows Desktop App

Hello there, @Jeigh.

 

We can update Adobe Reader/Acrobat to the latest version to get rid of the issue you're getting. Here's how:

 

Step 1: Updating Adobe Reader on the web.

  1. Open Reader and choose Help.
  2. Click About Adobe Reader.
  3. Go to the Adobe Reader Downloads page.
  4. If the web page indicates that a newer version is available, choose Install Now.
  5. Click the downloaded file and follow the instructions.

If the same thing happens, we can repair Adobe Reader.

 

Step 2: Repair Adobe Reader/Acrobat.

  1. Close Acrobat/Reader and all open web browser windows.
  2. Select the Start button.
  3. Type Control Panel, then press Enter.
  4. Select Programs and Features.
  5. Click Acrobat or Adobe Reader, then Uninstall/Change.
  6. In the Setup dialog box, select Next.
  7. Select Repair, then Next.
  8. Click Install.
  9. When the process is complete, select Finish.
  10. Restart your computer to complete repair.

Once done, try to email the PDF receipt again.

 

See this article for more information: How to update, repair, or re-install Adobe Reader/Acrobat.

 

In case you have any other QuickBooks concerns in the future, you may check our self-help articles: Help articles for QuickBooks Online.

 

Let me know if there's anything that I can assist with your account. I'm always glad to help in any way I can.

Highlighted
Level 1

PDF Preview on Receipts Page in QBO Windows Desktop App

Hi, I am also having the same issue with PDF receipts I have emailed to my quickbooks not opening in quickbooks desktop but they open on my phone app. I have tried both your ideas to fix the issue. Anything else I can try? 

Highlighted
QuickBooks Team

PDF Preview on Receipts Page in QBO Windows Desktop App

Hey there, @Miss Construction.

 

We want to inform you that there's an open investigation with regards to PDF receipts that cannot be opened in Quickbooks Desktop App. Our product engineers are now prioritizing this so you can get back to your business as soon as possible.

I recommend giving our Customer Care Team a call to add your account details to the list of affected users. This way, you'll be updated as soon as a fix is implemented. Here's how to contact support:

 

  1. Click the Help icon.
  2. Hit Contact us.
  3. Enter your concern in the description, then click Let's talk.
  4. Choose Get a callback.


Please be advised that due to COVID-19, we have limited staffing and have reduced our support hours to 6 AM-6 PM PT Monday-Friday. We will resume normal hours as soon as possible.
 

Also, to make sure we address your concerns on time, you can check out our support hours.

 

We're open 24/7 and always ready to assist. Just click the reply button below if you have other concerns.

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