QB PRO 2021 closes if I try to email

I appreciate the troubleshooting steps you've done from your end, Talk to someone.

I'd like to share some details and solutions to help you fix the email issue. This behavior has something to do with the Windows and Microsoft upgrades they make from time-to-time. You'll want to check the system requirements for QuickBooks Desktop 2021 for more details. 

Since you have updated your QuickBooks Desktop to the latest version, you can do the following options:

• Change the file type of your logo in QuickBooks from JPG to PNG, or edit the form template and un-check the Use Logo option to remove the logos
• Uninstall the KB4560960 update in Windows 10.

I've got this link for reference: QuickBooks Desktop for Windows freezes when trying to email or print.

If you're still getting the same result, we can reset your Intuit ID to refresh the settings within your company by following these steps:

1. Go to the Help menu.
2. Select Reset Intuit ID settings.
3. Type YES to confirm and click OK.
4. Choose OK  after reset is successful.

Once done, let's set up your email account again by following these steps:

1. Go to Edit > Preferences.
2. Select Send Forms from the left panel.
3. Choose My Preferences and use QuickBooks E-mail.
4. Go to Check for valid subscriptions.
5. Follow the onscreen inductions until we've added and connected your email provider.

I'm also adding this article as a guide: Connect your email to QuickBooks Desktop.

Please let me know how it goes. I'm just a post away if you have other questions or concerns. Thanks.

Hello,

thank you for your reply. so I erased the logo completely as a first step. I have no logos on my invoices or estimates.

then I tried to uninstall the KB4560960 but this was not on the list of updates on my windows, so that was no an option.

I was successful on resetting the intuit ID, but I can't access to "send forms", I can open all the other tabs on my preferences but if I click "send forms" it freezes for a minute and then closes the program completely, no error or anything.

Let fix the freezing issue so you'll be able to successfully send the form, Talk to someone.

You can end all the running QuickBooks components on your Task Manager. Here's how:

1. Go to your Task Manager then highlight all applications that start with .qb, QuickBooks, or Intuit.
2. At the bottom. Click End Task.
3. Close Task Manager window.

Then, restart your computer. Once done, install and run the QuickBooks File Doctor tool which can help you fix any unexpected problems within the company file.

1. From the tool hub, select the Company File Issues tab.
2. Select Run QuickBooks File Doctor. It can take up to one minute for the file doctor to open. Note: If the QuickBooks File Doctor doesn't launch, search for QuickBooks Desktop File Doc and launch it manually.
3. In QuickBooks File Doctor, select your company file from the drop-down menu. If you don’t see your file, select Browse and search to find your file.
4. Select Check your file (middle option only) and then Continue.
5. Enter your QuickBooks admin password and then select Next.

The scan time depends on your file size. In most cases, it can take up to 5 minutes. Once the scan finishes, open QuickBooks and your company file. Your issue may have been resolved even if the scan says it was unsuccessful.

You'll also want to read these helpful articles for more information pertaining to QuickBooks Desktop.

Keep me posted on the process. Please touch base with us if you need anything else.

That didn’t  work either. I have run QB doctor file 5 times now and restarted the computer after each time, the problem persists 

Thanks for the clarification, @talk to someone.

Since the issue remains after going through the steps shared by my colleagues above, I recommend contacting our Support team.

They have the proper tools to securely check your account and investigate why the program closes when trying to send an email. Here’s how to reach them in your QuickBooks Desktop (QBDT) software.

1. Go to the Help menu.
2. Select QuickBooks Desktop Help.
3. Click Contact Us.
4. Give a brief description of your issue, then proceed with Let's talk. 
5. Then choose your preferred way to get in touch with them.

You can also check this link for more details and ensure to check their Support hours section to know when agents are available: Contact QuickBooks Desktop support.

I’m also adding this article that serves as your guide in case you need to personalize your email template: Create custom email templates in QuickBooks Desktop. 

Know that you’re always welcome to get back to me if there’s anything else you need assistance with. Just leave a reply below with the details and I sprint back into action. Take care.

@Talk to someone  

Which Windows OS do you run? How big is the file size of your company?

Hi -- has anyone else had this issue? I have spent 4 hours on the phone w QB help yesterday. I have done all the troubleshooting listed above before calling QB help. Yesterday we uninstalled and reinstalled QBDT Pro Plus 2021, ran the toolbox thing (all 3 items) I have uninstalled Windows updates and I still am not able to email anything. Actually, as the earlier poster said, if I go to Edit>Preferences>Send Forms it automatically closes.

Can anyone help? Thank you

I appreciate you for sharing the result of the steps you've taken so far, coffeelady1.

Did you get an error for being unable to email in QuickBooks Desktop (QBDT)? If so, you can try the steps shared in this article about reauthorizing QBDT to continue using Gmail. 

If it's a connection error to your email server, these articles would be a great help:

•  Fix Error: Could not connect to the email server
• QuickBooks Will Not Accept My Web Mail Password
  
  

To learn more about connecting your email to QuickBooks, here's an article made handy for you: Connect your email to QuickBooks Desktop.

If none of the steps worked, please get in touch with our QuickBooks Team for a more in-depth investigation. I understand that you've already contacted us regarding this matter. However, they have the best tools that can identify the reason why you're unable to send emails and come up with a fix. Please follow JasroV's steps on how to reach us.

Be sure to get back to me for additional questions about the emailing process or concerns while working with QuickBooks. I'm always happy to help.

No message at all - it just closes.

If I try and email anything out (estimate, paystub, invoice, etc) as well as the send forms button in preferences.

Thanks for the quick reply, @coffeelady1.

I appreciate you for providing additional information on your concerns. 

Let's make sure that you've logged in as a Master Admin to isolate the issue. For more information, check out this article: QuickBooks Desktop Users and Restrictions.

If the issue persists, I'd highly suggest communicating with our Technical Support again. I know you've already called in with our support regarding this. Although they have available examine the main cause of the problem. Also, can create an investigation if necessary. 

I've also added articles about checking antivirus, right networks, and other topics. 

• Fix webmail password issues in QuickBooks Desktop
• Fix Outlook is missing in send forms preferences

Please let me know how the call goes. I want to ensure this will resolve as soon as possible, so you send emails to your clients anytime. keep safe!

Yes, I was signed in as admin.

I just spent another 4 hours on the phone with qb support (and am still in the same place I was before)

Yes, I have downloaded and installed latest windows updates

Yes, I have updated qb (was done last week, but told to do it again, so I did, no change/nothing new to download)

Yes, I  have uninstalled and reinstalled qb

yes, I have tried opening a sample company

Yes, I have done all the troubleshooting listed on this thread.

At what point can someone help me? The qb support lady told me that I need to contact and IT company and have them fix it. I asked if qb was going to pay for that and she put me on mute.

I should bill qb for my time for fixing this issue.................8 hours in so far and in same exact place -- fantastic.

Can anyone help? Please????

I am running QB Pro 2020 desktop. I have the latest updates installed as well.

I have been having the same exact issue as talktosomeone. It all started after I attempted to update our logo to a new logo. The new logo is showing properly on the template in the layout format page but when they print, they are cutting off all but the top left third of the logo.

In addition, once I attempted to update the logo, I was no longer able to email. When I attempt to email an invoice, paystubs or any other document, the same problem happens as is happening to coffeelady and talktosomeone, the screen freezes and then says unrecoverable error. I have sent multiple reports to IT regarding this issue and what I am trying to do at the time it happens, so hopefully they are working on this issue.

I found a webpage by Stellar that had several options to try  -  you can google stellarinfo and qb error 6123 to see their suggestions.

The first two did not work for me but the third option did. I copy and pasted my QB file to another location and then opened it in quickbooks and I was able to email 127 invoices.

However, I have still been dealing with the logo issue and then the emailing stopped working again. I once again moved the file to another location and it would email again. But the logos are still missing. Hopefully, I will get that fixed soon and will not have to keep moving the file location. Not sure if the problems are related but it sure is a coincidence.

I am running QB Pro 2020 desktop. I have the latest updates installed as well.

I have been having the same exact issue as talktosomeone, right after I attempted to update our logo to a new logo. BTW, the new logo is showing properly on the template in the layout format page but when they print, they are cutting off all but the top left third of the logo.

However, once I attempted to update the logo, I was no longer able to email. When I attempt to email an invoice, paystubs or any other document, the same problem happens as is happening to coffeelady and talktosomeone, the screen freezes and then says unrecoverable error. I have sent multiple reports to IT regarding this issue and what I am trying to do at the time it happens, so hopefully they are working on this problem.

I found a webpage by Stellar that had several options to try - https://www.stellarinfo.com/blog/fix-quickbooks-error-6123/ 

The first two did not work for me but the third option did. I copy and pasted my QB file to another location and then opened it in quickbooks and I was able to email 127 invoices.

However, I have still been dealing with the logo issue and then the emailing stopped working again. I once again moved the file to another location and it would email again. But the logos are still missing. Hopefully, I will get that fixed soon and will not have to keep moving the file location. Not sure if the problems are related but it sure is a coincidence.

same problem so far thread not helpfu

same issue thread not helpful

Hi heydave,

Thank you for joining in on the thread.

Please contact our QuickBooks Desktop support to check this further since the issue cannot be resolved using the steps in the previous replies.

1. Click on Help.
2. Choose QuickBooks Desktop Help.
3. Choose Contact us.
4. In the description field, enter a summary of the scenario and hit Continue.
5. Click Message an agent.

You can also call the phone number in this article: Contact QuickBooks Desktop support.

Please let me know if you have other questions in mind. Take care and have a good day ahead!

@heydave 

Which Windows OS do you run? How big is the file size of your company?

I also had the exact same problem.  I called Quickbooks to troubleshoot, and they were unable to fix it following all of the steps suggested.  I feel like I should be given a new free software, but Quickbooks would not do it.  The email feature is used alot.  If it does not work, then i feel like I am not getting everything I paid for. 

For me, this step does not work because the system shuts down again.  Basically, everytime you attempt to send any forms, click contact us buttons, or anything dealing with outside help, the software shuts down.  When will Quickbooks fix this?  

Hello, chowchowlover.

Thanks for reaching back out to the Community about sending emails from your QuickBooks Desktop (QBDT) account. I want to ensure that this gets taken care of for you.  

Since you've tried contacting our Customer Support Team and troubleshooting steps, I recommend consulting with your IT professional about this problem. They'll be able to further review your computer and acknowledge what's causing this to occur.  

In the end, if your issue is persisting, I suggest getting in touch with our Customer Support Team again. Once you've told them everything you've done to help resolve this problem, they'll try to help create an INV to deeply look over this situation.   

Once everything is okay, you're now ready to email forms. To learn more about this, see this resource: Email sales forms, invoices, and statements in QuickBooks Desktop.

Additionally, I'm also adding this article to view different details on how you can fix possible errors when you send emails in QuickBooks Desktop: How to fix "QuickBooks is unable to send the email since your antivirus has blocked outgoing emails".... 

Don't hesitate to tag my name in the comment section below if you have further concerns or questions when using QuickBooks. I'm always ready to help. Keep safe and have a good day.

@chowchowlover 

Which Windows OS do you run? How big is the file size of your company?

It doesn’t matter. You know how I know?..because I gave up and bought the new version and used the old  company file and guess what…works since. 
it’s not a computer  issue /update/version. It is Quickbooks loosing some component and then there is nothing to do (at least for an average user)

the best solution ? Buy the new version, it will save you hours- I know it is probably not what you want to hear if you are here. 

I had this same problem recently.  I am using QB Pro 2019.  My operating system is Windows 10 64-bit.  I am using gmail for emailing invoices.  After a couple of years of flawless operation, QB would just close when I tried to send an email.  If I tried to go into SendForms to change the settings, QB would just close.  

The fix for me had nothing to do with my logo on the templates or anything like that.  I simply changed the program to run in Windows 8 compatibility mode.  That did the trick!  Everything is back to normal.  Emails work fine again.

So, why did this happen?  Maybe a Windows update?  Or maybe something else?  I did recently run Avast Cleanup.  Whatever caused it, running in Windows 8 compatibility mode took care of it.

Right-click on the shortcut and select Properties.  Then select the Compatibility tab.  You can either just check the "Run this program in compatibility mode for" box and select Windows 8, or you can click the button to "Run compatibility troubleshooter".  I ran the troubleshooter and the end result was to set it to run in compatibility mode for Windows 8.

I hope this helps somebody.

This solution is helpful, pburger.

One possible cause of this issue is QuickBooks Desktop isn't updated to the latest release. This keeps the program up-to-date to have the latest features and fixes.

Here's how: 

1. Go to Help and select Update QuickBooks Desktop.
2. Select Update Now, then click Get Updates.
3. Then, close and reopen QuickBooks.
4. Once asked to install the update, select Yes.
5. When the installation finishes, restart your computer.

For more details, please see his article: Update QuickBooks Desktop to the latest release.

Also, QuickBooks Desktop 2019 is no longer supported. This can also cause issues in the program. You may want to check our system requirements to ensure you have the best experience.

If you'd like to upgrade to the newest QuickBooks version in the future, you can use our 30-day trial to know if it's the right one for you.

Please keep us posted if you need additional assistance when emailing your invoices. We're always here to help you out.