Since upgrading to latest QB 2016 version, all of my customer "Bill To" information appears to be missing. That means if I create a new receipt or invoice and enter customer name, the Bill To/Sold no longer automatically enters. If I re-save the information as permanent, it appears to hold next time I create a receipt or invoice. As a troubleshooting step, I loaded a backup database from 2016 and noticed it stripped the data from that database as well, so it is not a corrupted database. I know the app was recent updated once or twice and hasn't necessarily been discontinued yet, so what is going on? Is this a known issue? Anyone else have this problem?
Hello there, alwidmer.
I appreciate you detailing the troubleshooting steps you've tried and adding a screenshot.
Using an outdated QuickBooks Mac version will result in unexpected software behavior. Not only that, you also have to follow the system requirements to avoid interruptions while using the product.
Aside from verifying your database, we can also perform the Data Utility tool. However, this may or may not solve your Bill To/Sold issue as you're using the QBO Mac 2016.
The first thing we'll need to do is run the rebuild data utility:
Next, let's use the verify data utility:
After that, create a transaction again. In case you experience the same issue, proceed with the Additional data damage troubleshooting for Mac on this link.
Please give them a try and keep me posted on the results, @alwidmer. I'm just a comment away if you have follow-up questions.
Hello @HoneyLynn_G and thank you for the response. Previous to creating the post, I rebuilt the database only to have the same problems. Verification also found no errors. Because I troubleshot with a known good database from a couple years ago only to have the data stripped as soon as I opened and upgraded it, I would conclude that this is a QuickBooks 2016 problem. I understand this is not the latest version, but you guys made it clear you are still supporting it as there was an update pushed in the last month or two. I imagine if you had a copy of the database before this happened, you would be able to recreate the exact same problem with same OS and QB version. This concerns me as I don't usually upgrade every version and there are no compelling reasons to upgrade to 2019. Any chance I could get a courtesy upgrade to 2019 for troubleshooting purposes and hopes that my data won't be further corrupted? I can re-enter the bill-to data again, but that is a lot to ask as I have over 1000 customers and most of them are repeats. However, if there is any way to restore that data again, I would be open to that. Thank you for your consideration.
It's nice to hear from you again, alwidmer,
I'd love to help get this issue resolved. You can download our Trial version of QuickBooks desktop for troubleshooting purposes.
With this said, let me route you to our Customer Care support team who can help you with downloading the Trial version. They have additional tools to pull up your account and do a remote session.
To contact us, here's how:
To provide you an additional insight, you can read this article: Download a trial of QuickBooks Desktop.
I'd appreciate if you can update me on how it goes. I'm always here to further assist. Have a great day!
Is your 2016 version updated to the latest update before you use it? Run QuickBooks->Check For Updates and then apply all available updates. After doing that try upgrading your file from the older version. Does that fix the issue?
If it didn't, and if your 2016 version is prior to R8 or so, you may want to upgrade your OS to Sierra or Mojave. Then update QuickBooks - the at will put it at a much newer version. Then try opening the old file.