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B
bgkypropmgmt
February 3, 2023
Question

Unable to create customer letters

  • February 3, 2023
  • 13 replies
  • 27 views

Until recently, I have not had any issue creating letters to send to my customers using Microsoft Word templates within the Customer Center. After I select the recipients and a template and get to the screen where it shows Name and Title, I click next and a dialog box appears that says "Creating letters. Please wait..." The box then disappears and nothing opens up in Word. I am using QuickBooks Desktop Pro 2019 and Microsoft Word 365 on a Windows 10 Pro desktop. Has anyone else experienced this issue? If so, have you found a solution? Thanks in advance!

    13 replies

    A
    Alison 325
    February 6, 2023

    Help!! Me too! My business is unable to proceed without the letters of commitment i send my clients.. what did u do to fix this? 

      J
      jpivec
      February 7, 2023

      I am having the same problem. I run both Desktop 2019 and Desktop Pro Plus 2022 on different machines. And office 365 on Windows 11. The Create customer letters no longer opens word. I attempted to contact support and was just told they are working on it, with no time-able as to when it will be fixed.  I can export to an excel file and then manually do a mail merge, but it is really ackward and not a good solution. Anyone have any fixes for this? 

      K
      KJM1958
      February 15, 2023

      Having the same problem. Had long chat with QB friends - they want me to scrap 2021 and buy annual subscription - Caching every year 

        K
        Kurt_MQuickBooks Team
        QuickBooks Team
        February 7, 2023

        Thank you for posting this here in the Community space, @bgkypropmgm, @Alison 325, @jpivec. I've got some updates about your query about being unable to create customer letters in QuickBooks Desktop (QBO).

         

        I understand the importance of having the option to use this feature, and I want to ensure this gets resolved on time. As I've checked here on my resources, there's an ongoing investigation related to customers' letters in QBDT. Our Product Development Team is already working to find a fix for this particular issue.

         

        I recommend reaching out to our Customer Care Team. This way, they can add you to the list of affected users and will receive an update once troubleshooting is available. I'll input the steps below to get you going. To begin, here's how:

         

        1. Access your QuickBooks Desktop company.
        2. Go to Help, then select QuickBooks Desktop Help/Contact Us.
        3. Select Contact Us.
        4. Give a brief description of your issue, then select Continue.
        5. Sign in to your Intuit account and select Continue and then Continue with my account.
        • If you don't already have an account, make sure to Create a new account.

         6.We'll email you a single use code. Enter your code and select Continue.

        • If you have more than one account, select the account you want to use and then Continue.

         7. Select to chat with us or Have us call you.

         

        See this article for more details: Contact QuickBooks Desktop support.

         

        Furthermore, you can visit this page to learn about how you can customize your letters: Customizing forms and writing QuickBooks Letters.

         

        I also recommend checking this article to help you retain missing templates inside your company: Restore missing customized templates, logos and information from a restored backup.

         

        Keep me posted if you need help completing tasks inside QuickBooks. I'll be more than happy to help lend further assistance. Take care, and enjoy the rest of the week!

        A
        Alison1969
        March 27, 2023

        Is this issue called/named QB INV- 83768 ?

        sees there is still NO RESOLUTION ,, its been months and i am using brand new QB 2023 on a brand new laptop, such BS..anyone???

          D
          Deacon1
          March 28, 2023

          I too have been having this problem for months... and after hours of telephone support... no resolution whatsoever... 

          Is there anyone in the tech support department working on this problem, and if so, where are they and why are we not getting any information regarding this rather important function of this program?

          My frustration regarding this level of support is making me think of changing accounting software.

            J
            JamaicaAQuickBooks Team
            QuickBooks Team
            March 28, 2023

            That's a tough one, @deacon.

             

            I understand the inconvenience of having an important feature not work. I can also see that you've been facing this issue for a long time. Please know that we're working hard to address the concerns in this thread.

             

            I'd like to know more about your concerns so I can help you resolve them. I'd appreciate it if you could confirm which account you're using. Is it QBO or QBDT? What feature are you referring to? On what part of the program are you having difficulty?

             

            Know that any additional information will help us get on the same page. I'll be on the lookout for your response. Take care.

            Angelyn_T
            Angelyn_TModerator
            Moderator
            April 4, 2023

            Image #2


            It isn't the kind of experience I want you to have while working with QuickBooks Desktop (QBDT), @Deacon1. It's my goal to help you create customer letters using Microsoft Word templates within the Customer Center. I'm here to share some troubleshooting steps to fix the error you're getting.

             

            As I've checked from your screenshot, I can see that the digital signature has been revoked. This can be the reason why the system hinders you to create custom letters for MS Word. Please make sure to install the QuickBooks Desktop Security Certificate to isolate the issue.

             

            Here's how:

             

             

            1. Locate the file.
              1. Right-click the QuickBooks icon on your Desktop and select Properties.
              2. On the Shortcut tab, select Open File Location, then OK.
            2. Install the Certificate.
              1. On the File Location window, look for the Application file (.exe file), then right-click and select Properties. The Application file Properties window opens.
              2. Select the Digital Signatures tab and choose one of the entries in the Signature list field. Select Details.
              3. On the Digital Signature Details window, select View Certificate. The Certificate window opens.
              4. Under the General tab, on the Certificate window, select Install Certificate.
              5. On the Certificate Import Wizard welcome screen, ensure that the Store Location is on Current User, then Next.
              6. On the Certificate Store window, Windows already selected the certificate store based on the type of certificate. Select Next, then Finish.
              7. You will be prompted that the import was successful, select OK.

             

            I'm also adding this material for additional reference: Add QuickBooks Desktop Security Certificate manually.

             

            If you had the certificate installed, make sure that your QuickBooks Web Connector is up to date and that the third-party digital signature is valid. You can review the resources from this link as your guide: How to fix the error “QuickBooks - Application with Revoked Certificate”.

             

            I'm more than happy to help if you have follow-up questions while working with your customer letters. Just leave a comment below. Have a good one!

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