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Level 1

Problem with custom templates


When trying to email an invoice, if the template is listed as Custom SO Template, it freezes and I have to restart QB.  If I try to delete this template, it freezes. I've looked a the set up and nothing appears to be out of order.  What would cause a template to continuously freeze the system?  HELP! 

7 Comments 7
QuickBooks Team

Problem with custom templates

Hello there, @purcell


Thanks for visiting the Community today. I'll be with you in fixing this custom templates issue. 


To get rid of the error, I'd recommend managing your invoice template using the sample file in QuickBooks Desktop. This will help us determine the damaged company file. 


Here's how:


  1. Click the File menu.
  2. Select Close Company.
  3. Hit the open a sample file drop-down arrow, then pick a file.


If you can successfully do your templates using the sample file. If that works, go back to your company account and use the Verify/Rebuild utilities from the File menu. It'll help us identify the most commonly known data issues within a company file. 


I've also got you some of our helpful articles about managing invoice templates and fixing common issues when using and customizing templates:



I'm always willing to help you some more with any of your additional or other concerns. Take care!

Level 1

Problem with custom templates

Thank you.  When printing the invoice using this template for a current invoice, it adds thousands of pages.  I watched is for a while and after 8ooo+ pages, I closed QB and restarted. I couldn't even hit ESC. Has anyone else ever experienced this? 

QuickBooks Team

Problem with custom templates

Thanks for the prompt response, @epurcell. I'm here to help you isolate your printing issues in QuickBooks Desktop (QBDT).


We can download QuickBooks Tool Hub to get your printer working again as normal. This built-in utility can fix common errors you encounter when using QBDT.


Follow these steps to proceed:


  1. Make sure to close QuickBooks.
  2. Download the most recent version ( of the QuickBooks Tool Hub.
  3. Save the file where you can easily find it.
  4. Open the downloaded file (QuickBooksToolHub.exe).
  5. Follow the on-screen steps to install it.
  6. Double-click the icon on your Windows desktop to open the tool.
  7. On the QuickBooks Tool Hub screen, go to the left panel and choose the Program Problems tab.
  8. Click the QuickBooks PDF & Print Repair Tool menu to run it.


Print TS.PNG


Once done, try printing an invoice with a custom template in QuickBooks again. For more details about this process, see this article: Fix common problems and errors with the QuickBooks Desktop Tool Hub.


In addition, I have provided some resources below to help troubleshoot any printing problems and other QBDT issues. These resources contain screenshots to visually guide you through the process.



I'm only a post away if you need more help with printing invoices in QBDT. It's always my pleasure to help you out again. Keep safe and have a nice day!

Level 1

Problem with custom templates

My problem is not so much freezing, but when printing a new custom template on an older SO (one that was created before the template) many fields are blank. Specifically, it seemed the custom fields in the inventory file is not recognized by the new template. 

In my case I created a great Packing List Template, adding 4 custom item fields (Carton #, Color, Size etc.). When I go to a previous Sales Order (one that was created before the new template) select the new custom Packing List Template, the 4 custom item fields are not showing on the Print Preview.


FYI Each item on the older Sales Order has had the 4 custom item fields filled out long ago, but do not show up on new template.


FYI2 - I am following this workflow to create a new template: In a Sales Order > Formatting > Manage Templates > Additional Customization > Select the columns from the column list I want (many from the custom inventory fields) and change the layout of each column.




Problem with custom templates

Hello there, Open_for_Business. 


Currently, we have an ongoing investigation about printing Sales Order in QBDT. I assure you that our product engineers are actively working to have a permanent fix as soon as possible. This way, you'll get back to business in no time. 


Within your QuickBooks Company file, select QuickBooks Desktop Help from the Help menu. You can also press F1 on your keyboard to bring up the same Help panel. To route you to the correct support expert, we need to know what type of question you have. Give a brief description of your issue and click Continue.


Alternatively, you can also use this link:


  1. Go to this link: Contact Support.
  2. Enter your full name and email address.
  3. Then, follow the on-screen instruction to complete the process.


Also, you can check out these articles for additional information about resolving printing issues in QuickBooks Desktop.


Comment below if you need anything else. Take care always.

Level 1

Problem with custom templates

Thanks Sarahann. I do not have any issues printing SO, instead my issues are specific fields are not showing up on the custom template.  I know this because when I select "Print Preview" certain fields are not there, and when I actually print the template same fields are not there, but the template prints just fine.


In a sales order when I select a template and enter the customer order in the sales order, save and print preview, all the fields show up.  But if I go to a SO (and select the new template,) and the SO was entered BEFORE the creation of the new template, certain custom fields do not show up.  If I select the new template in the SO and reenter the entire order - all fields show up.

QuickBooks Team

Problem with custom templates

Hi there, @Open_for_Business.


Thanks for getting back to this thread and providing further info.


Let me join in this thread and share additional steps to fix the issue. 


If you already followed the suggested steps shared above, I'd recommend doing a clean install in QuickBooks Desktop. This way, we can refresh the system and fix any ongoing issues within the program. 


First, uninstall QBDt by following these steps:


  1. Open the Windows Start menu. Search for “Control Panel”, then open Control Panel.
  2. Click Programs and Features or Uninstall a Program.
  3. From the list of programs, select the version of QuickBooks Desktop you want to uninstall.
  4. Click Uninstall/Change and then Remove.  
  5. Select Next.  If you don’t see this option, sign out and sign back into Windows as an admin (or a user with admin rights).


When you’re done, reinstall QuickBooks Desktop.


If you're still getting the same result, contact our QBDT Phone Support. This way, they can perform further investigation and help you apply the customized templates. 

Moreover, you can check out= some of our helpful articles about managing invoice templates and fixing common issues when using and customizing templates:



I'm always around to help if you have more questions about managing your invoices or anything else related to QuickBooks. Take care and have a good one.

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