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AArlb
Level 2

QB Freezes when sending invoices via email (Gmail)

I've tried everything - even followed some instructions in community.  Nothing works.

 

Starting today - *every time* I try sending an invoice via email the program freezes and I have to CTRL-ALT-DEL for the Task Manager to close QB.  Have done this at least 10 times tonight after trying different things to make it work.

 

Here's some details:

 

- Tried on 2 different computers and different QB software (not networked together - in totally different locations).

- Tried on 2019 and 2017 QB Premier Accountant editions. Same issue.

- Gmail address (tried 2 different ones - same situation)

- Already made sure 'less secure apps' allowed option is clicked on in Google Gmail

- Removed & re-added gmail account in preferences

- Updated QB software 

- Turned on/off computer

- Checks SMTP settings and gmail set up accurate (has never changed)

- Checked virus blocker - can't see where there is any issues here (at least what I can see)

 

Any other ideas?  Asking the QB world.  I'm at a loss and this is a critical need TODAY.

 

Thanks

Solved
Best answer July 10, 2020

Best Answers
AArlb
Level 2

QB Freezes when sending invoices via email (Gmail)

Thanks for your message.  After reading through troubleshooting procedure after procedure - and QB staff chiming in with absolutely no advice other than 'we're looking into the problem'... I actually found a tiny comment someone had made in another feed that if they took their logo image off their invoice it worked for them.  So I tried it - and low and behold it actually worked!!!  It has something to do with Windows and the upgrades they make from time-to-time.  When this happens QB tech team has to chase random glitches. 

 

Whatever the case it is - I've got things to work now.  Only problem - I don't have my usual logo on our invoices.  Instead I customized a 'text' logo with different fonts and sizes.  It's a good enough for the immediate future.  At least I can send invoices and get paid.

 

If anyone is reading this from QB - this is a quick fix.  When QB freezes when you are attempting to email invoices - remove image logos from your invoice in 'customized layout' and it works like a charm.

 

Best,

rlb

View solution in original post

3 Comments 3
AileneA
QuickBooks Team

QB Freezes when sending invoices via email (Gmail)

Hello, AArlb. 

 

I can see that you've been through a lot already. I appreciate you for bringing your concern about sending emails in QuickBooks to our attention. 

 

There are a few possible reasons why this is happening:

 

  • The email preference being set incorrectly
  • A damaged QuickBooks installation
  • Domain admin was blocked
  • Account security settings from your email provider 

 

Since you've done all the troubleshooting steps already. I'd recommend contacting us for further help. One of our Technical Support Team would also be glad to help you with this. They have the tools necessary to check your company file and help you send emails.  

 

I want to ensure your issue gets prioritized and addressed on time, thus I'll be providing this resource for the support hours. It contains the time on when the support is available, depending on your type of subscription. Just go to the QuickBooks section of this article for more info: Contact QBO support.

 

Here's how you can reach them:  

 

  1. Go to Help (?), then choose QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Enter your concern, then select Search.
  4. Choose a way to connect with us. Message an agent or Get a callback.  

 

 

 

  

 Also, you can also check these articles for other troubleshooting options:  

 

 

Keep me posted on how the call went or if you have other QuickBooks Desktop questions. I'll be around to help you more. Have a great day!

AArlb
Level 2

QB Freezes when sending invoices via email (Gmail)

Thanks for your message.  After reading through troubleshooting procedure after procedure - and QB staff chiming in with absolutely no advice other than 'we're looking into the problem'... I actually found a tiny comment someone had made in another feed that if they took their logo image off their invoice it worked for them.  So I tried it - and low and behold it actually worked!!!  It has something to do with Windows and the upgrades they make from time-to-time.  When this happens QB tech team has to chase random glitches. 

 

Whatever the case it is - I've got things to work now.  Only problem - I don't have my usual logo on our invoices.  Instead I customized a 'text' logo with different fonts and sizes.  It's a good enough for the immediate future.  At least I can send invoices and get paid.

 

If anyone is reading this from QB - this is a quick fix.  When QB freezes when you are attempting to email invoices - remove image logos from your invoice in 'customized layout' and it works like a charm.

 

Best,

rlb

View solution in original post

Charies_M
Moderator

QB Freezes when sending invoices via email (Gmail)

A pleasant day to you, AArlb.

 

Let me share additional information about this freezing issue when sending invoices via email in QuickBooks Desktop.

 

This behavior happens when Windows 10 released an update KB4560960. In line with that, Microsoft also released an update KB4567512 to cope up with the Windows update.

 

If running the updates doesn't work, you can follow the suggestions below:

 

  1. Change the file type of your logo in QuickBooks from JPG to PNG.
  2. Edit the form template and uncheck the Use Logo option to remove the logos
  3. Uninstall the update in Windows 10.

For your reference of the whole process and additional troubleshooting options, please check out this article: QuickBooks Desktop for Windows freezes when trying to email or print.

 

You've got me here anytime you need more help. Just drop me a reply below. Hope you have a good one.

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