Quickbooks Desktop Serial number issue

Hello there, kate111. Let's perform some troubleshooting steps to resolve the serial number issue.

The second payment receipt copy only shows the subtotal amount, as it doesn't incorporate any extra charges for transfers, fees, or taxes based on your screenshot.

Since you've verified that your customer also paid the total amount included with the sales tax,

Let's resolve your concern by verifying and rebuilding your data in QuickBooks Desktop (QBDT). The verify tool identifies the most common problems in a company file, and the rebuild tool fixes them.

Here's how to verify your company data:

1. Go to Window, then click Close All.
2. Navigate to File, then Utilities.
3. Choose Verify Data.

Please follow the steps below to rebuild your company file data:

1. Go to File, Utilities, then click Rebuild Data.
2. Follow the on-screen instructions, then select OK.
3. Choose a location for your backup, then click OK.
4. Type in a new name in the File name. Click Save.

For further detailed steps, see this article: Verify and Rebuild Data in QuickBooks Desktop.

If the issue persists, I suggest contacting our Live Support Team. They have the tools to help you navigate your QBDT program by initiating a screen-sharing session and determining the underlying cause of your concern.

In addition, check out the following articles on managing reports within the program to track the financial status of your business:

• Customize reports in QuickBooks Desktop
• Understand reports

Should you require further assistance managing sales receipts or other QuickBooks-related concerns, drop by again so we can get back to you promptly. Have a good one.

@kate111 

Run the Verify/Rebuild Data utility. Did you encounter any error message?

I don’t know what question you think you are answering! The screen shot is quantity on hand by serial number. Please read my expressed concern thoroughly and advise.

It's possible that your company file is damaged. That's why you should run the Verify/Rebuild Data utility to be sure.

No, our company file isn't damaged, this is not the answer.  Any other suggestions? 

Anyone out there with real helpful suggestions?

@kate111 

If you did not encounter any error messages after running the Verify/Rebuild Data utility, you should run the Condense Data utility under any scenario as subsequent troubleshooting. If the tool fails to complete, there is negative inventory that must be corrected in your company file.

The number of serial numbers on hand does not have anything to do with the quantity of the material on hand.  For example, in the screen shot I shared, I have 1 piece on hand (and this is correct.)  Yet I have what I showed for quantity on hand by serial number.

Again, nothing is wrong with the quantity of material on hand.  The serial numbers are the only part that is incorrect.

If you are sure your company file is fine, consider installing QB Desktop 2024 to isolate the problem.

I have considered updating, but this will not fix the issue.  It's been going on since serial number capability was added to QuickBooks.

Does anyone have any real advice for solutions?

I recognize the importance of resolving this matter, Kate111. Let me share a summary of setting up the serial number tracking in QuickBooks Enterprise.

QuickBooks Desktop Enterprise comes with a built-in serial number tracking feature, which requires enabling Advanced Inventory to ensure system synchronization.

To Turn on Advanced Inventory, please follow the instructions below:

1. Go to the Edit menu and select Preferences.
2. On the left pane, choose Items & Inventory, then go to the Company Preferences tab.
3. Check the Inventory and Purchase Orders are Active box.
4. Click the Advanced Inventory Settings button, then select the Serial/Lot Numbers tab.
5. Check the Activate serial or lot numbers box, then tick the Serial Numbers radio button.

If the Advanced Inventory Settings button appears grayed out, we can synchronize license data online to ensure QuickBooks recognizes it. Follow these steps to take care of this seamlessly. Here's how:

1. In QuickBooks, go to the Help tab.
2. Click Manage my License.
3. Select Sync License Data Online.
4. Check if the Advanced Inventory Settings button is no longer in a grayed-out state.
5. Close and re-open the QuickBooks program.

Once done, you can now assign a serial number to your inventory. For a comprehensive understanding of the process, I recommend referring to this article: Use Serial or Lot Numbers and Expiration Date.

Furthermore, you may refer to this article for additional details on how to track inventory stored at different sites or locations: Set up Advanced Inventory.

If you have further questions regarding other advance inventory-related concerns in QuickBooks Enterprise, please feel free to reach out. I'm here to help. Have a productive day!

I appreciate your engagement, but you aren't sending me anything new.  I've been using serial numbers in QB for years, and have turned them on as advised in the lovely article links provided.  Sometimes they go in and out of inventory correctly, many times the do not.  It seems like there is a serious software bug here, but I can't yet identify when/why the serial numbers aren't working correctly.  Seems random to me.  I also can't seem to get any serious help with this. 

I have a paid annual subscription, is there any way for me to get some dedicated assistance?

I am having the same issue. I see the serial numbers in my item list, but when I try to remove them it says the serial number doesn't exist. I also search the serial number and 0 results found, although I am clearly seeing the serial number in the item list. 

Thanks for following along with the thread, @Daylin1985F.

To clarify, have you tried the troubleshooting steps my colleague has shared above to Rebuild and Verify the company file? 

If not, I encourage you to do so. This way, the tools can scan your company file for any potential data damage that will cause issues like the one you're experiencing. 

If you have completed the troubleshooting steps, I recommend contacting our Technical Support Team. This way, one of our agents can review your account in a secure environment and investigate this matter further. You can use the link I'm including below to connect with them directly. 

• Quickbooks Desktop Support

Please don't hesitate to let me know if you have any questions or concerns. Take care and have a good one!

Just adding:  I've done all of the rebuild/repair things to my system, many times over.  I've upgraded several times, no resolution.  The issue persists.  I'm beginning to wonder if it gets broken every year when we have to turn off certain inventory things so that we can produce an accountant's copy.  Things handled within the same year seem to go along fine until we have to do that...then it falls apart it seems.  (Of course, this takes years to test out.)  Any clue if this is breaking something related to serial numbers on hand, decrementing them from inventory, etc.?

@kate111 

How big is your file size?

280KB. Not huge.

I can imagine the hurdle you've been through trying to fix this, @kate111. I'm here to ensure you'll get the urgent help you need.

Since the issue persists even after performing the troubleshooting steps, I recommend contacting our Support team to investigate this further. They have all the resources to check your account thoroughly and address this matter. They can also open a ticket if necessary.

1. Go to Help, then select QuickBooks Desktop Help/Contact Us.
2. Select Contact Us.
3. Give a brief description of your issue, then select Continue.
4. Sign in to your Intuit account and select Continue and then Continue with my account.
5. We'll send you a single-use code via email. Enter your code and select Continue.
6. Select to chat with us or Have us call you.

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