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Level 3

printscreen, email, pdf printing

I've been struggling with my printscreen, emailing through Outlook, and printing pdfs from QB Accountant desktop.  I did an uninstall and reinstall of QB 2020, and still had problems.  Yesterday, I moved the file to several different computers on my network and I discovered that if I open the file through my File Explorer instead of through the actual QB software, that everything works fine, (even on my computer).  I wanted to report this issue in-case others are having it.  I hope there's a fix coming soon.  To sum up: opening the file through the actual software shuts down printscreen, emailing through Outlook, and printing the pdf payroll reports (and probably other pdfs)...but opening the file through File Explorer by "double-clicking" on the file allows all of these things to work and function fine.

1 Comment

printscreen, email, pdf printing

Thank you for providing on-point details about your concern and reporting this to us, @LANDYRAY.


At this time, there's an ongoing investigation about QuickBooks Desktop (QBDT) freezes when emailing through Outlook or printing transactions as PDFs. We've identified that the root causes of this issue are the Windows 10 update KB4560960 and the use of jpg logos in the template. I assure you that our product engineers are actively working to have a permanent fix. 


It's good to hear you've resolved your issue by opening the file through File Explorer. Other users will find this helpful if they're experiencing the same as yours. I can also provide additional workarounds to help fix this. 


First, you can install the Windows update released by Microsoft through their website: KB4567512. If this doesn't work, you can perform the other options below: 

  • Change the file type of your logo in QBDT from JPG to PNG.
  • Edit the form template and remove the logo by unchecking the Use Logo button. 
  • Uninstall the KB4560960 update in Windows 10. 
  • Go to Updates & Security under Settings in Windows to download the new updates. Use KB4565483 for 1903 and 1909 versions and KB4565503 (2004). 


To learn more about the process above, check out this article: QBDT For Windows Freezes When Trying To Email Or Print.


I also want to make sure you're in the loop about the investigation and its status. With this, I recommend contacting our Customer Care Team. They can add your company to the list of affected users, so you'll get email updates. Please provide the INV-47379 to our representative as your reference. Please check out our support hours before getting in touch with them. I'll guide you how. 

  1. Open the program.
  2. Go to Help at the top menu and select QuickBooks Desktop Help.
  3. Choose Contact Us
  4. Enter My QB Accountant Desktop freezes when emailing through Outlook and printing PDFs in the Ask a question (or tell us what's wrong) box. 
  5. Click Continue.
  6. Choose a way to connect with a live support agent. 


You can always customize your email templates to personalize your brand. Then, use them to send messages from the program.


In case you're experiencing issues regarding the email templates, there are two ways to fix them. You can copy and paste the correct message before emailing it or reset the email later settings. For more details, visit this article: Fix Custom Email Template Issues in QBDT. For printing problems, kindly use this article for the recommended solutions: Troubleshoot PDF and Print Issues.


I'll be right here to help if you need further assistance. Keep safe always, @LANDYRAY.

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