Customer cannot view/print emailed invoices

grassfed1 · ‎August 17, 2020

I've had a customer reach out to me with the following issue (this has been occurring for the last month or so):

I am having trouble with the download of the invoices. I can get it to download but when I open it back up it says it has an error and to contact the creator. It shows some of the invoice but nothing in the body and sometimes it will not open at all. I have tried all of the past month and cannot get them to work.

I tried to open the invoices for this customer on my own computer and received the same error message. These are the auto-generated invoices the customer receives when emailed from within QB.

How can I fix this?

MJoy_D · ‎August 17, 2020

I can help you fix the error, @grassfed1.

Can you share to us the exact error message they're encountering when trying to open the invoice? That'll help us check to see if there's an ongoing issue with it.

Your customers must have a PDF viewer installed on their computer to view and print the form.

Here's how to troubleshoot PDF and Print problems with QuickBooks Desktop article for more information.

I've got you an article for more details: Email Sales Forms in QuickBooks Desktop.

Please let me know if you have other concerns. I'm just around to help.

grassfed1 · ‎August 17, 2020

This customer does have a PDF viewer installed, and up until recently has not had any trouble viewing emailed invoices. As mentioned in the original post, I also received an error message and an incomplete/almost blank copy of the invoice (opened in Adobe Acrobat as well as in my web browser)

The error message is:

JonpriL · ‎August 17, 2020

Hello @grassfed1,

Let's consider running the Repair tool to fix the error message so you and your customer can view the emailed invoice. I'll show you how.

First off, have you tried updating QuickBooks to the latest release? Here's ho you can run the repair tool:

Go to Start.
Select Control Panel.
Under Programs and Features, select Uninstall a Program.
Click QuickBooks, and select Uninstall/Change.
Select Repair.
Click Finish.

In addition, here's an article you can read to learn more about how you can repair QuickBooks: Repair your QuickBooks Desktop for Windows.

Lastly, I've got you this helpful article for ideas in case you'll bump into any error codes when doing business with QuickBooks: Fix company file and network issues with QuickBooks File Doctor.

Keep me updated in the comments if you have any other questions. I'll be here to lend a hand.

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Customer cannot view/print emailed invoices