drop down options for names and accounts not narrowing down as I type

Hello there, @GingerTexas. Thank you for reaching out to us with your concern about the drop-down options for names and accounts in QuickBooks Desktop 2020. I understand how frustrating it can be when the drop-down list does not narrow down as you type, making it difficult to find specific names. 

While it is true that QuickBooks Desktop 2020 is already discontinued, its basic functionality should stay still as users will only be restristed or won't have access to live technical support and receive the latest critical security patches and updates. Check out this article for more information about the service discontinuation: QuickBooks Desktop 2020 service discontinuation policy.

 Since your client wasn't able to have the same result as yours which is having the full drop-down list of all the customers that contain the keyword or the specific name you entered, we can perform some troubleshooting steps as this can be caused by a company file's data issue. 

We can utilize the Verify and Rebuild utility. This tool scans data issues within the company file and self-resolves them. Make sure your QuickBooks Desktop is up-to-date first. This way, you always have its latest features and fixes.

Follow the steps below on how to verify data:

1. On the top menu, click File.
2. Choose Utilities then select Verify Data.
3. Click OK when QuickBooks doesn't detect any problem with your data.
4. If Verify finds an issue with your data, you'll be prompted to Rebuild Now or View Errors.
5. Click Close or View Errors and take note of the specific error message.

Next, here's how to rebuild data:

1. On the top menu, click File.
2. Choose Utilities then select Rebuild Data.
3. Click OK if you receive a prompt to back up your company file.
4. Click OK when the rebuild has been completed.
5. Run Rebuild Data again to make sure there's no error.

Furthermore, here's an article I've included for you so you'll have guidance in case you'd want to give money back or credit to your customers: Give your customers a credit in QuickBooks Desktop for Windows.

Thank you for reaching out! I'm here to provide you with any further assistance you may need about your program preferences. Please don't hesitate to ask any additional questions by hitting the Reply button. I'm dedicated to guiding you through this process and ensuring that all your concerns are addressed.

Thank you for replying.  I have already done the verify/rebuild step...did not work.  I have also resorted the chart of accounts list...also did not work.  I have the accountant's version of desktop and my client and I are having the same experience within the 2020 desktop version.  I only mentioned that it works in the 2023 desktop version so I know it is capable, but within the 2020 desktop version it was not working.  I even downloaded a sample client, as I do not have any other clients on the 2020 desktop version, to see if it was this particular client's settings; however, it did not work in the sample client either.  I was merely hoping there was a setting somewhere that would make data entry a little less painful. 

@GingerTexas,

It should work. And like you tested with the sample file.

Have you resorted the general Name List too?

Rebuilding another time may also help (despite the Verify report being empty).

Let me know if this helps.

('Cheer' if you like my answer.)

(JS)

I have tried the verify and rebuild...I have resorted the customer names, chart of accounts, item list...where do you resort the "General Name List"??  I did not see a "resort list" option for employees, vendors or other names.

@GingerTexas

From the name field of any general transaction (like a check), do CTRL+L. This brings up ALL names from all the lists.

Include inactive, Name > Flat View, then resort.

Let me know if this helps.

('Cheer' if you like my answer.)

(JS)

I was really hoping this would work, as I had not re-sorted that way before.  But alas, it is still not working.  Still only finds the first match in the list of names or accounts...no narrowing down to all names/accounts that contain what I have typed, like it does in future QB desktop programs.  I'm listening if there are any other suggestions...

I can see the importance of getting this issue resolved, GingerTexas. Also, thank you for your suggestions, OnTrack Team. Let me share some details about the cause of this problem.

QuickBooks Desktop (QBDT) 2020 has been discontinued and, as a result, won't be receiving any product updates. It's why the drop-down arrow doesn't function the same way as it does in QBDT 2023.

You can browse this link for additional information about this: QuickBooks Desktop service discontinuation policy and upgrade information.

Don't hesitate to post again if you have other concerns with QuickBooks. Or leave a comment below if you need additional information about the product. I'm always around to help.