Customer Letters not opening in Word

I am having the same problem. Trying to generate customer letters as I have in the past but Microsoft Word never opens. After choosing customers, letter template and entering name and title I hit "next." The hour glass pops up for a few seconds as it seems to be opening Word and generating the form letters but Word never opens nor does Quickbooks move on to the next step of envelopes.

I am having the same issue. I used this feature a week ago multiple times with no problems.Suggestions?

Let's work things out so you can proceed in creating a customer letter, @FORDOF, @MMaxwell805, and @MMaxwell805.

Before anything else, may I ask if you received an error message when creating the customer letter? I appreciate any extra information you can give, and it will help us isolate the issue and provide the best solution.

Please be aware that QuickBooks Desktop 2018 to 2020 requires Microsoft Word 2010, 2013, 2016, or even Office 365 (includes 64-bit) when preparing letters. Also, you'll want to ensure that your QuickBooks Desktop is updated and compatible with your Word application.

Then, check the operating system you're using for QB 2020. Here's an article link you can open for your reference: System requirements for QuickBooks 2020 and Enterprise Solutions 20.0. 

In the meantime, we can perform the Verify and Rebuild Data tool in your QBDT company. This helps identifies potential data issues within a company and then resolves most data integrity issues.

Here's how:

1. Choose Window then Close All.
2. Choose File then Utilities. Select Verify Data.
3. To rebuild, proceed to the File menu.
4. Choose Utilities then click Rebuild Data.
5. You will receive a warning message to back up your company file, press OK.
6. Select where you want to save your backup, then select OK at the bottom of the QuickBooks Desktop Backup window.
7. Click OK when you get the message "Rebuild has completed".

If the issue persists after running Verify and Rebuild Data, you can proceed to run QuickBooks Tool Hub to fix issues with QuickBooks Desktop: Repair your QuickBooks Desktop for Windows.

In addition, here's an article to help you in case you encounter issues sending your custom email templates in QBDT: Fix custom email template issues in QuickBooks Desktop.

If you need further assistance create customer letters, feel free to reply below. I'll gladly help you out again. Take care, and have a good one!

I'm having the same issue. I'm using Quickbooks Pro Plus 2022 and have Microsoft Home and Student 2021. I can edit and save the original letter template; however, when I try to create a customer estimate letter, it just spins when I click next instead of opening the word program. I read the suggestions and performed the 'verify' and 'rebuild data' tools within QuickBooks. I also just installed the Quickbooks update, then restarted my computer. I then tried to create the letter again, but it did the same thing. None of my customer letter templates open. Please help! 

Thanks for joining the thread, KS715.

To get the most out of QuickBooks Desktop, make sure your computer complies with the system requirements. Preparing letters requires Microsoft Word 2019, 2016, 2013, or Microsoft 365 (includes 64-bit).

Thanks for sharing what you've done to solve the issue you've been having when creating customer estimate letters. Running the verify and rebuild data to ensure your company file is clear from any potential data damages that could occasionally result in unexpected software behavior.

Given that the problem still exists, there may be a missing component causing the software to spin endlessly upon opening the letter. Have you tried to install and run the QuickBooks Tool Hub? If not, please run the repair tools to fix issue in your QuickBooks Desktop software.

Here's how:

1. Close QuickBooks.
2. Download the most recent version (1.6.0.3) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop). 
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.

Once done, you can run the QuickBooks Install Diagnostic Tool.

1. Open the QuickBooks Tool Hub, then select Installation Issues.
2. Select QuickBooks Install Diagnostic Tool. Let the tool run. It can take up to 20 minutes.
3. When the tool finishes, restart your computer and start QuickBooks Desktop, then open your data file.

If the issue persists, I recommend contacting our QuickBooks Desktop Support. They can get into your account and open a ticket for further investigation.

If you haven't set up email service, you might also want to look at this article for future use: Connect your email to QuickBooks Desktop.

Your patience is much appreciated today. Let me know if you have any questions. Stay safe.

I did the steps that you suggested and installed the QuickBooks Tool Hub and ran the QuickBooks Tool Hub. I then rebooted my computer and tried again. The small box pops up briefly that says "creating letters please wait" but then word doesn't actually open. I noticed that preparing letters requires Microsoft Word 2019...I have Microsoft Word 2021. I also noticed that QB desktop pro 2023 requirements include Word 2021. Do I need to upgrade my version of QB? That seems like it would be silly since it sees my templates and I can save them. I think there's another issue going on, but maybe I'm wrong. I need to be able to create these letters to send out service contracts to our customers that involve a deadline. This issue is a major problems for us and I've never had issues with previous versions of QB Desktop. Please advise.

Thank you for getting in touch about this, @KS715. I appreciate you doing all the possible troubleshooting processes. I'm here to assist you.

Seeing that you've tried all the suggested troubleshooting process in resolving the issue and still get the same concern. I'd recommend you reaching out to the technical support team. They have the tools to check into your account and see further about this issue.

Here's how:

1. Click Help at the top menu bar, then select QuickBooks Desktop Help.
2. Select Contact us and then enter that you get Reminder prompts and Continue.
3. Then choose either to Message an Agent or Talk to a Specialist.

Please check out this article for QuickBooks support hours: Contact QuickBooks Desktop Support.

If you have any other QuickBooks-related concerns, please post a reply below. I'll get back to you as soon as possible. Have a good one!

@KS715 , by chance has your issue been resolved? If so, what steps did you end up having to take? I was able to create letters until a QB update happened. 

Same Issue here, have been using this same feature for years and It suddenly dosn't work. Spent 1.5 hrs with tech support updating quickbooks and using the tool hub with no success. My other computer at a different location with a different version of quickbooks is having the same issue at the exact same time. excel works through quickbooks but just not word. 

We received similar cases about customer letters not opening in Microsoft Word, @Cla23.

Our engineers have been informed are already working on a resolution to address this issue. In the meantime, I recommend calling our phone support again so we can get your contact details. This way our engineers can add your account information to the list of affected users and attach your case to the INV-82335. Any progress will be communicated via email. Please follow these steps to get our contact information:

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

Visit us again in the Community if you need anything else.

Any update on this issue? I was able to create letters yesterday, and now today it does nothing. I can still get Word to open to Edit a letter template, but then when I try to create the letters, it doesn't work. I've updated QB, I've restarted my computer, I've run the QB Doctor Tool, etc, etc, etc. Nothing.

Thank you for doing some steps and for joining the conversation, Emma.

Our engineers are still working on the solution. If you haven't already, please contact our QB Desktop Support so they can get your account details in a more secure environment and link your account to the ticket. This way, you'll receive updates directly from our engineers.

Feel free to comment below if you have more questions. Take care and have a good one.

I'm having the same problem and none of the fixes above work.  Frustrated!!!!!!

Hello there, @rwk123.

I hope you're having a fine day today. I recognize you're issue with the customer letter in QuickBooks Desktop.

We currently have an investigation into the same issue you have. Please know that our engineers will roll out a fix as soon as possible. You can contact us so we can add you to the list of affected users.

To reach our phone representatives: 

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

You can call them M-F, 6 AM to 6 PM for Pro, Premier, and call any time, any day for Enterprise.

Once done, keep an eye out for an email from our engineers with the fix. I'm happy to serve you today. Have a pleasant day ahead.

same issue. any solutions yet?

Same issues as above, completed all the same steps....didn't work....Any resolution yet?

I am having the same issue. Glad to see it isn't me but not surprised it is a QB issue. 

I followed the instructions in this message thread. Please don't respond to this message the same way as the other requests. I will not waste my time with a "chat". Been there done that. Don't have time. 

I have been using QB for 20 years. This past year has been terrible with support.

I will just wait to see if there is any resolution on this thread. Until then, I will just do it the old-fashioned way. 

Nay Hoop, we appreciate you taking the time to express your concerns in this Community thread. I can see how the tasks you have to finish have been affected by this unusual behavior you are experiencing.

We have received reports about the inability to open Word when creating customer letters. Our engineers are doing their best to resolve this issue as soon as possible. In the meantime, I recommend contacting our live support team to be added to the list of affected users and for the engineers to get some details for their ongoing investigation about the Windows and Office versions your computer is running. You'll also receive updates directly from our engineers.

Once everything's good, you may want to learn how to keep your QuickBooks up-to-date to have the most recent features and product improvements. Please refer to this article: Update QuickBooks Desktop to the latest release.

This is not the kind of experience we want you to have, Nay Hoop. Get back to us if there is anything you need help about any QuickBooks-related concerns. We are always here to assist you. Stay safe!

I am having the same issue and experiencing the same frustration with Quickbooks. They are happy to force me into a Supscription based model. I expect their product to work or be provided with a refund. This "outage" is affecting a lot of customers and it they were giving a lot of people silly troubleshooting advice that they should already know won't work. Anyone have a viable solution or alternative?

I am having the same issue.  I also tried uninstalling and reinstalling Quickbooks, in addition to your recommendations.  However, Word does open if I try to edit a customer letter.  That tells me that Word is not the issue.

I'm having the same problem. I've tried all the suggested fixes but it stills does not work.  I've also uninstalled and reinstalled Quickbooks, but the problem still exists.  

However, I've noticed that I can edit letter templates, and word does open.  I just can't generate customer letters.  That tells me that MS word is not the problem. 

Chalrie

I agree 1000%!!! We've been passed around from chat to chat and from support team to support team with no resolution. We've used quickbooks for years and haven't had issues like this EVER! We pay a premium for the software to streamline our businesses yet we end up with a massive headache... what a joke. 

I have been in a chat with customer service rep for about 1/2 hour so far... screen shot all the responses on here, explained its an on going issue, would like to get "added" to the contact email when it gets fixed.. blah blah blah.... all I've gotten so far is I will have to pull up your account and can you please describe to me AGAIN what the problem is!! OMG!!!!!

I am having the same problem. I really need this feature to work, I use it very often. Hope they fix it very soon. Frustrating that you spend so much money on software that just stops working.