QBO Performance Problems and Questions

jeffg123 · ‎May 03, 2022

I am having significant problems with QBO, and they are random, meaning performance may be fine in the morning, but by the afternoon it can't load a clicked link. Yesterday it stopped allowing us to import transactions through a CSV file. We are having problems all over the place.

I spent 2.5 hours on the phone with support yesterday. The support person witnessed all of the terrible things and wrote a lengthy report, elevating the issue to the corporate support team, which I'm not allowed to actually talk to (but with my background, I could be really helpful in that discussion).

Case:1580694371

Investigation Code : INV-69895

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Yes, I cleared cache etc., restarted, tried other browsers, and did every troubleshooting option known by the QB support agent and his supervisors. No fix.

Some basic questions that could not be answered which need answering:

1. Is our "file size" getting too large for QBO? I ran into this issue with previous companies a long time ago and was told to never let your file size get over 1GB for QuickBooks or you'll start having lots of problems. I figured that would be an issue of the past given advancing in technology in the last decade, but is it still an issue?

2. Are others having performance issues where pages simply do not load or take forever loading? How often is this happening? What is the status of QBO servers?

3. Are there technical people at QB that I can talk to that have more access to the tech details of our file / account that can provide real information?

4. If we upgraded to Advanced, does QB designate better server performance?

If I need to plan on switching from QBO because these issues will never be resolved, I need to know sooner rather than later.

Thank you!

Ethel_A · ‎May 03, 2022

Thank you for getting back to us, @jeffg123. I am here to answer your questions about QuickBooks Online performance.

I understand your concern about the performance of QuickBooks to have a better experience and help your business grow smoothly.

Let me answer your questions according to their sequence.

This issue is still under investigation, and you are always welcome to contact our Care support for any updates about the case.
You can run the Transaction List report or any report associated with the bank register or affected banks. There are five Transaction List reports in QuickBooks Online.

These are:
Transaction List by Customer
Transaction List by Date
Transaction List by Tag Group
Transaction List by Vendor
Transaction List by with Splits

Here are the steps to run a report:
Go to Reports.
Type in the search field and select Transaction List by Vendor or any other Transaction List report.
In the Report period drop-down, you can select the Calendar year or enter the specific date (From and To).
Click Run report to refresh.
You can also customize the report to include some details that are not the default.
Using tags and the class features should not affect the performance of your QuickBooks Online account.
We appreciate every feedback from you. And QuickBooks has several enhancements that improve the performance. I'd suggest sending Feedback to our product development team. They will review all the feedback we receive to ensure we are meeting the needs of our customers.

Follow these steps:
Select the Gear icon at the top, then Feedback.
Enter your comments or product suggestions.
Click Next to submit Feedback.

Check out this link for more information: How to Submit Feedback. We also keep you up to date on recent events and upcoming developments, such as new features. Go to The Firm of the Future for more information.

Let me know if you have additional questions about QuickBooks Online performance. I'm always here to help.

View solution in original post

jeffg123 · ‎May 03, 2022

Here is my standard QBO pic (attached)

Jovychris_A · ‎May 03, 2022

Thanks for posting your concerns to the Community about your data in QuickBooks Online, @jeffg123.

I understand how important it is to know why you have experienced these hurdles recently. And I'm pleased to help and ensure you get the information you need.

For your first question, in relevance to your screenshot, I encourage contacting our Care Support team to review your account file size data and follow up your case. And since you already tried a couple of troubleshooting steps to resolve the browsing performance issue in QuickBooks. Additionally, if you enter as many as 1,000 to 3,000 transactions per month like receipts, system navigation and reports might run slower. You can also check your internet speed.

About your second question, at this time, I've checked that there are no system issues where pages don't load. To see system down problems, I recommend checking QuickBooks status from this link: https://status.quickbooks.intuit.com/. You can also check the system requirements and lighten the browser's memory to enhance QuickBooks Online performance.

For your third question, yes, we have our phone and chat supports that can help pull up your account in a secured environment to provide real-time data information. Here's how:

In your QBO account, click Help from the upper right.
Go to the Search tab and then click Contact Us.
Enter your concern and then hit Continue.
Choose a way to connect with us (Chat or Callback).

Please know that there are no limits in storing your data if you subscribed to QBO Plus or Essentials. Upgrading to QBO Advance may not be the option to increase server performance to load features in the system. However, having this upgraded version can give you more exclusive features like managing more users, adding more accounts in the Chart of accounts and many more. You can check the comparison chat for more details: QuickBooks Products comparison.

You can always share us updates here on how it goes with the chat or phone support team. If you have additional QuickBooks-related questions, feel free to comment below. I'll be back to help. Take care!

jeffg123 · ‎May 03, 2022

Thanks for your response. Some quick questions:

1 - I asked the customer support agent multiple times and in multiple ways if he had information concerning our current file size and at what size we should expect problems, and he said no. Are you saying that other agents in Care Support will have this information and I should contact them?

2 - Is there an easy way that I can see the number of monthly transactions we are putting through our account?

3 - If we use tags and/or classes attached with transactions, will that further slow down QBO at a given volume of transactions? Our transactions are tied to BuilderTrend, and so are run through "Service Items" to create bills, which are tied to an account, unique customer / job, plus we add classes (and used to add tags). With the memo field used, we are using a lot of fields for each transaction. Will this slow things down more quickly?

4 - Does QB have plans to improve server performance to reduce the lag? Based on the message boards, this seems to be a big frustration.

FYI - Internet speed is > 50mbs download and about 20mbs upload, and the system requirements are much lower, so that's not the issue. I also cleared cache / cookies with the support rep which didn't help sadly.

I think my 3rd question was about talking to someone more in tune to the tech side and details about transaction volume and where our file stands, which the rep I talked to yesterday said he did not have access to.

Thank you for starting me down the journey of answers.....

Ethel_A · ‎May 03, 2022

Thank you for getting back to us, @jeffg123. I am here to answer your questions about QuickBooks Online performance.

I understand your concern about the performance of QuickBooks to have a better experience and help your business grow smoothly.

Let me answer your questions according to their sequence.

This issue is still under investigation, and you are always welcome to contact our Care support for any updates about the case.
You can run the Transaction List report or any report associated with the bank register or affected banks. There are five Transaction List reports in QuickBooks Online.

These are:
Transaction List by Customer
Transaction List by Date
Transaction List by Tag Group
Transaction List by Vendor
Transaction List by with Splits

Here are the steps to run a report:
Go to Reports.
Type in the search field and select Transaction List by Vendor or any other Transaction List report.
In the Report period drop-down, you can select the Calendar year or enter the specific date (From and To).
Click Run report to refresh.
You can also customize the report to include some details that are not the default.
Using tags and the class features should not affect the performance of your QuickBooks Online account.
We appreciate every feedback from you. And QuickBooks has several enhancements that improve the performance. I'd suggest sending Feedback to our product development team. They will review all the feedback we receive to ensure we are meeting the needs of our customers.

Follow these steps:
Select the Gear icon at the top, then Feedback.
Enter your comments or product suggestions.
Click Next to submit Feedback.

Check out this link for more information: How to Submit Feedback. We also keep you up to date on recent events and upcoming developments, such as new features. Go to The Firm of the Future for more information.

Let me know if you have additional questions about QuickBooks Online performance. I'm always here to help.

jeffg123 · ‎May 04, 2022

Thank you for that info.

Last month we had 903 transactions, so I'm not sure why we experience the slow downs. When QBO isn't functioning, all other websites and applications are still working.

I will follow up with support on our specific case and write back here if we continue having issues or a lack of response on support.

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