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Level 2

Outlook Crashing when sending Invoice Emails

This issue isn't constantly reoccuring but happens enough to frustrate my team when it does happen. When they try to email invoices, outlook says its not responding and then restarts. Sometimes Quickbooks itself will freeze and force us to shut down the computer.

 

We were able to fix it on one user's setup but the other isn't taking the fix. Fix used: https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/microsoft-xps-document-writer-...

 

The other user uses Remote Desktop to log into a pc in the office because she is a remote user. We tried to use a 3rd party remote tool and still had the same problems.

 

Error in Event Viewer: quickbooks email invoice error addprinter failed add XPS printer driver 1802OS

59 Comments
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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Thanks for sharing your concern and resorting solution to help fix the issue, @SconetBryan.

 

There's an open investigation with QuickBooks (Desktop) when sending an invoice emails to outlook. Our product engineers are aware of this issue, and are now working hard to fix this the soonest.
 
I recommend giving our Customer Care Team a call to add your account details to the list of affected users. This way, you'll be updated as soon as a fix is implemented.
 
Here's how to contact support:

  1. Go to the Help icon and select QuickBooks Desktop Help.
  2. Select Contact Us.
  3. Give a brief description of your issue, then select Continue.
  4. We’ll provide you a few support options. Select which one is best for you.


You can always post here if you have more questions.

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Level 2

Outlook Crashing when sending Invoice Emails

Well that is extremely frustrating. We've called Quickbooks support 4 times to go over the issues and were never told about this open investigation. I'm not sure how we would go about adding ourselves to the account when everytime we've called we are given a run around of basic QB troubleshooting. 

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Level 2

Outlook Crashing when sending Invoice Emails

Well that is extremely frustrating, we've called QB support 4-6 times (another tech and I) and we were never told about this known issue. We are given the basic run around of doing basic troubleshooting each time and they refuse to look at the event logs as proof of a problem.

 

How would I go about adding myself to the people contacted when a fix for this is found? Is there a specific code or something I should give them?

QuickBooks Team

Outlook Crashing when sending Invoice Emails

Let's get you attached to the list of affected users, @SconetBryan.

 

You'll need to reach back out to our support team to be added to the open ticket. The ticket number for this issue is INV-0671. Our product investigators are working thoroughly to get this resolved. 

 

Thank you for reaching out! Please reply to this post if you have any other questions. 

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Level 1

Outlook Crashing when sending Invoice Emails

Where can we find a status page for tracking progress of this ticket? Does Intuit have a bug tracker page?

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Hello purecomputersolutions,

 

Once you’re added to the list of affected users, you will receive email updates from our engineers.

 

In the meantime, you can check this article for additional information about managing your QuickBooks account: Help articles.

 

I appreciate your patience while we're working through this. For any other concerns about QuickBooks, let me know by posting a comment below. I'll jump right back in to assist you further.

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Level 2

Outlook Crashing when sending Invoice Emails

Haven't received any updates after putting us on this list of affected users. Has there been any updates? How would I know i'm even on this list?

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Moderator

Outlook Crashing when sending Invoice Emails

Hello again, @SconetBryan. Thank you for the feedback on this issue.

 

This isn't the impression we want to leave with you. This problem has already been escalated to our product engineers in which they are diligently working for a fix. At this time, we don't have a specific time frame when this issue will be resolved. 

 

For additional information on this, please see the following link: QuickBooks Status.  You can also sign up to receive updates as soon as they're available by selecting SUBSCRIBE TO UPDATES on the page.

 

I appreciate your patience while this is being resolved. If you have any questions, let me know by commenting below. I'm here to help. Have a great day!

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Level 2

Outlook Crashing when sending Invoice Emails

I called QuickBooks, a rep worked on my computer for over an hour.  Nothing, and didn't know about an work being done on the issue.  I spoke with Microsoft and they were aware of the Crashing issue with QuickBooks but did not know of any timeframe for repair.  I clicked on the Status update subscription to add myself for updates on this issue and the ticket is not listed on the site?

 

Please advise

 

Tony

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Hello, @Tony-Z.

 

After doing some research on the investigation listed above, I discovered that our Engineers have prioritized getting this issue fixed, and they also provided a workaround that you can try to get the emails to send. You can close Outlook to allow the email to be created in Outlook, then you'll need to re-open Outlook and send/receive to send the email. Since the ticket isn't listed on the site, I suggest contacting our support team one last time, mentioning the investigation number (INV-0671), and telling them you'd like to be added to it so you can receive the email updates from our engineering team. This is the best way to get added to the ticket because they've all of your account information handy and can add your email to the list.

 

Feel free to let me know how the conversation goes below. I'm always here to help.

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Level 1

Outlook Crashing when sending Invoice Emails

I have been having this issue with 2019 and 2020. It seems to be getting worse as I had not only had to get used to using task manager to kill bot the QB and Outlook applications but now I have had to repair my outlook profile several times. FIX THIS , this was not happening on Windows7 and I have all the latest versions of the application software and updates.

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Level 1

Outlook Crashing when sending Invoice Emails

I need to be added to this list. This issue has gotten worse. I have been dealing with it for almost a year now. I now have to use taskmanager to kill outlook and the QB application when it locks up, which can be several times per day. Now i have been having to run repairs on my Office application and create a new outlook profile because it is corrupting it. FIX THIS ISSUE. I have the latest versions of QBdesktop 2020 and Outlook 2016 will all applied patches, etc.

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Level 1

Outlook Crashing when sending Invoice Emails

I am having this same issue again! I re-posted with another user. QuickBooks support we need a complete resolution to the updates with Windows-Outlook-Quickbooks. I need the email service to work efficiently to save time and money. Please find a way to make this permanent instead of patches to the program?

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

I've checked our records, EBMECH12. The case is still open and it's being prioritized.

 

I'll share a few possible reasons why this is happening:

  • A damaged QuickBooks installation.
  • Domain admin is blocked.
  • Account settings from the email provider.

I can share some workaround to fix it. First, let's ensure QuickBooks Desktop software is in its latest release. We periodically provide maintenance release and updates to fix emailing concerns, add new features, and update compliance information.

 

Next, close all Outlook, then re-open it.

 

Then, create and send the invoice through email again.

 

If you're still encountering the same issue, please reach out to our customer care support. Just follow the steps provided my colleagues at the top.

 

 We're just around if you need our help. Feel free to drop by anytime.

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Level 2

Outlook Crashing when sending Invoice Emails

So this whole time I was told the issue was known and being worked on and in fact it is not?

 

All those faxes you list were previously gone through and confirmed.  Uninstalled both QuickBooks and Office, reinstalled.  Gone through the repairs.  Spent several hours with QB support confirming all the settings.  Spoke with both QB support and Microsoft supports and was assured QB was aware and working on the issue.  I use this feature almost daily to send out invoices and keep track of what's been sent and when.  The feature crashed Outlook almost every 3 email being set out.  How do we get QB to look at this issue and start to find a repair?

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Level 2

Outlook Crashing when sending Invoice Emails

So my email notice had the following: 

I've checked our records, EBMECH12. There are no open cases the same as yours.

 

Is the item still open or is it not open because it looks like your post was modified. Those "fixes" and "workarounds" are not suitable when you're having to send out 50+ invoices a day and its crashing consistently. We are on the latest release, we've been through the TS steps... we are at a loss and need a fix. It's been months since this was first reported. Can we get some kind of update from the engineers?

 

FYI: I've had my email added to the "list" and i've never received any update. 

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Hello there, @Tony-Z.

 

At this time, our Engineering Team is working on finding a permanent fix to this issue. Rest assured, you can call into our Desktop Support to be added to the list of affect users. This will also give you email notifications about updates on this behavior and when it gets resolved. Here's how to get in touch:

  1. Open QuickBooks.
  2. Go to Help, then select QuickBooks Desktop Help.
  3. Select Contact Us.
  4. Give a brief description of your issue, then select Continue.
  5. Pick Start messaging to get connected with an agent. You can view this Community Article about how you can reach us: Contact Support.

You'll hear from an agent shortly. Once connected, then they will take the appropriate steps in getting you attached to the list.

 

If you have any additional questions or concerns, please don't hesitate and reach back out to me! I'm here for you. Have a beautiful day.

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Level 2

Outlook Crashing when sending Invoice Emails

So why was I told by Kristine Mae (QuickBooks Team) posted a new reply in Other questions on 04-29-2020 03:40 PM:  they were not working on the issue?

 

Also if they are indeed working on the issue, do we have an ETA for the fix?

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Let me share additional information about this concern, @Tony-Z.

 

The on-going investigation about QuickBooks' unexpected behavior when sending your emails using Outlook is still open. It will remain its status until a permanent resolution is being released.

 

Currently, we don't have a specific estimated time frame on when this will completely be fixed. In the meantime, you can follow the workaround shared by my colleagues in this thread. Lastly, You can set up and use webmail in sending your emails in QuickBooks.

 

Here's how:

  1. Locate the Edit menu.
  2. Select Preferences.
  3. Go to the Send Forms.
  4. Hit WebMail and Add.
  5. Fill out the Add Email Info and find OK.
  6. Pick OK to save your changes.

Rest assured, once there are developments on this on-going investigation it will be released as an update. Just make sure to enable automatic updates in your QuickBooks software.

 

Here's how:

  1. Go to the Help menu.
  2. Select Update QuickBooks Desktop.
  3. Go to the Options tab.
  4. From the Automatic Updates section, mark Yes.
  5. Click the Save button.

Also,  you'd received an email notification about it. That being said, I'd recommend contacting our Technical Support Team so you'd be included in the affected users' list. Just provide this investigation number - INV 0671 together with your name and updated email address.

 

Don't hesitate to share with us how your call goes. I'm always here to help.

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Level 1

Outlook Crashing when sending Invoice Emails

Hello

I am not sure if my problem is the same but here is what I have been experiencing the last two weeks.  When I try to send an invoice via email from the invoice screen QBs closes.  When I try and go to Files>Properties>send forms to check the settings QBs closes.  I am unable to send invoices to customers for online payment.  I use outlook for my email and I am running Windows 10 64bit machine.  Unfortunately this has added an additional layer of stress with everything else that is going on with COVID-19.  I chatted with an someone via QBs help today for approximately 3 hours they had me try a few different things.  The length of time it took was mainly due to the long wait time for additional instruction between steps.  I was finally left with them telling me since I am running Desktop 2019 I would need to purchase a support plan before they would help me fix it.  If I can not fix via this forum, I will just have to forgo using QBs as my payment processor since I can not justify additional cost of a support plan especially when this is possibly a know problem effecting many not just myself.  If this sounds like the same issue others are experiencing is there a way to add me to the list or is there a fix?  Thanks so much!

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Hello there, @rd20201.

 

This isn’t the kind of customer service we want you to experience. As mentioned by my colleague above, there's an ongoing investigation about this issue. Rest assured that this has been reported and will be prioritized by our Engineering Team.

 

I highly suggest reaching out to our Customer Support Team so they can get your account information and add you to the list of affected users just provide the investigation number INV 0671. This way, you’ll be notified of any updates on the progress of the investigation via email.

 

In the meantime, we can set up and use webmail in sending your emails in QuickBooks as a workaround, here's how:

 

  1. Go to the QuickBooks Edit menu and click Preferences.
  2. Choose Send Forms.
  3. Under My Preferences section, select Web Mail.
  4. Enter your email address and select your provider from the Email Provider drop-down.
  5. Select the Use Enhanced Security checkbox and select OK.
  6. When prompted, sign in to your Intuit account.

 

See this article for detailed steps: Webmail to work with QuickBooks.

 

Due to the outbreak, we have limited staffing and have reduced our hours to 6:00 A.M. -6:00 P.M. PT Mon-Fri. Rest assured, we will resume normal hours as soon as possible.  

 

Please get in touch with me here should you need additional assistance. I'm always here to lend a hand. Take care.

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Level 1

Outlook Crashing when sending Invoice Emails

What about if we are not connecting via Outlook?  Is there a workaround for that?

We use the webmail option (Gmail specifically), and it crashes just the same.

Coincidentally, this also happens if there are no email settings configured.

(We'd initially assumed they would have carried over from the older version we just upgraded from.)

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QuickBooks Team

Outlook Crashing when sending Invoice Emails

Hi there, @NesbittPeterson.

 

To fix common errors right away, let's repair your QuickBooks Desktop. 

Here's how:

  1. Restart the computer.
  2. Back up your QuickBooks company file.
  3. Click the Start icon and then type Control Panel.
  4. Select Programs and Features
  5. In the list of programs, choose QuickBooks.
  6. Click Uninstall/Change.
  7. Hit Continue and Next.
  8. Select Repair and then Next. Wait for it to complete.
  9. Once done, hit Finish.

After that, set up your webmail in QuickBooks. 

I'll guide you how:

  1. Go to the Edit tab and choose Preferences.
  2. Select Send Forms.
  3. Click Web Mail and Add.
  4. Fill out the Add Email Info and select OK.
  5. Hit OK to save your changes.

For more details, please check this article link: Connect your email to QuickBooks Desktop.

 

Also, you can check this article for reference:Fix webmail issues in QuickBooks Desktop

 

Leave a comment below if you have further questions. I'm always here to help. Stay inside and take care always!

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Level 2

Outlook Crashing when sending Invoice Emails

did that already multiple times.  That is not the issue.  QB is working on it see above referenced work order

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