Invoicing bug when searching for customers

This isn't the experience we'd want you to have, @downriverspeech.

I'm here to help you sort things out. This way, you can work on your invoices with ease.

Based on the replication steps you provided, seems like there's no issue that I encountered on my end. 

Let's perform some basic troubleshooting procedures to verify if you're experiencing a browser-related issue. The stored cache can sometimes cause unusual behavior in the browser. 

To begin with, open your QuickBooks Online company using an incognito window. Here are the shortcut keys to open it:

• Google Chrome: Ctrl + Shift + N
• Mozilla Firefox: Ctrl + Shift + P
• Safari: Command + Option + P

If you're able to filter customers' names with no issues, I suggest clearing your browser cache regularly. This will avoid problems with the browsers moving forward.

If the issues persist, you may use another supported browser.

Keep us updated by leaving a reply below. We're always ready to assist if you need extra help with invoicing or QuickBooks. Stay safe!

I have replicated this now on 2 computers using Chrome, Edge and 2 windows computers in regular and incognito mode.

Here is another video per your request on chrome using incognito mode. As you can see it is not every time but I am able to replicate it every session I have.

https://photos.app.goo.gl/tNeZE44hbk5DJYgM7

Can you please send me a video of your steps you are doing attempting to replicate so I can assure it is being done the way I experience the bug?

I have replicated the steps that you showed us, @downriverspeech.

When I waited a few seconds, this doesn't refresh the search results. I also did it multiple times to see the same results with you.

On the other hand, I won't be able to send videos, but I know that this may be an unexpected behavior in your QBO account since I reviewed and tried the three videos you submitted to us.

In this case, I recommend contacting our Care Support team. They have tools to pull up your account and investigate this further. This way, our representative will take care of the issue and submit a ticket to our Product Development team for the bug we see in your QuickBooks account.

Here’s how to reach them: 

1. Choose the Help menu in the upper right hand to open the Search window.
2. From there, scroll down to click the Contact us link.
3. Type the issue/topic in the field box and then hit Continue.
4. Select how you want to reach out to our support team: Start messaging or Get a callback.

To ensure that we address your concern on time, you can check our support hours when contacting our agent.

Furthermore, I'll be including some articles that may help you in the future while managing your customers:

• Add and manage customers in QuickBooks Online
• Take and process payments in QuickBooks Online

Post a reply if you need further assistance about searching customers and other QuickBooks-related concerns. I'll be sure to take care of them. Thanks for alerting us.

Thanks can I ask you to do it once more but doing the following steps. Today it didn't start losing the filter search until after 6 customer invoice edits

Replication steps:

1. From Dashboard after logging in, click on "Invoicing" and you should land on "Customers"
2. search and select a customer, open the most recent invoice, add a line item to the invoice and click "save and close"
3. on the left side, partially search for a customer not in the viewing area (ex. for Robert Smith only type Robe)
4. wait a few seconds before clicking on the user
5. if search does not reset, go into that customer's most recent invoice, add a line item and click "save and close"
6. on the left side, partially type the next customers name not in the viewing area and wait a few seconds
7. if search does not reset edit that customers most recent invoice
8. continue these steps exactly for about 5-10 customers while waiting a few seconds after partially typing the next customers name

I THINK I figured it out where the bug is but you still may need to attempt this on 5-10 customers in a row quickly.

When you save the invoice for customer A, there is a message that presents itself on the "customers" section of the Invoicing menu: "Invoice XXXXXX has been saved".

When you partially search for a customer while this message is still displayed, when the message goes away, the search is resetting itself it is when the message that says "Invoice XXX has been saved" like in the screenshot attached.

If I wait for the message to clear prior to searching, the customer search does not reset itself.

Can anyone replicate this with my updated instructions?