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Level 2

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

Dear QuickBooks community!

 

This problem has plagued me for years, and I finally decided to post about it.  I cannot email invoices to customers. Anytime I try this, the email is sent without issue, but the PDF is either completely blank or shows strange looking characters (as though there is a font missing or something to that effect).  What's really strange is that it didn't work on my old Windows 7 computer, and now it doesn't work on my new Windows 10 computer.  Totally different machines, fresh installations of Windows and QuickBooks Desktop Pro 2018.

 

If I email a payment receipt, that's totally fine.  If I print to PDF, everything is totally fine, but that's not nearly as convenient as just clicking the email button and sending the email and invoice all in one step.  Anyone have an idea of what might be going on? 

 

Here's an example of what the PDF looks like to the customer:

Bad-Invoice-Customer-View.jpg

 

Here's an example of what the PDF looks like on my end:

Bad-Invoice-Local_PDF-View.jpg

 

If anyone can solve this, I'd be absolutely thrilled, as it would save me all kinds of headaches and time!

 

Solved
Best answer 03-15-2019

Best Answers
Highlighted
Level 2

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

I finally solved this issue.  First, I tried your suggestion of reinstalling the XPS Document Writer.  That didn't resolve it.  So I then decided to analyze the blank PDF that was being generated, using Adobe's Acrobat DC (the older version is Acrobat Pro), to edit the PDF.  Doing that revealed that there were placeholders created for all of the content, but when I tried to go into one of the placeholders to see if there was any hidden content, I received an incompatible font error.

 

So my solution was to go into the custom invoice template that I created, and replace the font I had been using (Myriad Pro - that's Adobe's default font for Illustrator) with Helvetica.  That fixed it.

 

So if anyone has created a custom template, and it's not generating PDF's properly when you use QuickBooks' email feature, you might want to check the font you're using.  It appears that not all fonts are compatible with the XPS Document Writer. 

View solution in original post

7 Comments
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QuickBooks Team

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

Hey there, @IH8QckBks.

 

I appreciate the details that you've provided. I can share some troubleshooting steps to get this emailing invoices in PDF issue sorted out. 

 

We haven't received any similar cases reported to us. To better isolate this issue we can try reinstalling the Microsoft XPS Document Writer to fix this issue. This is pre-installed on Windows 10, 8/8.1 and 7 machines which plays an important role with emailing transactions in QuickBooks.

 

There are two ways of reinstalling it. First is to reinstall Microsoft Document Writer using an existing port. 

 

Here's how:

  1. Open the printer's window by clicking the Windows Start icon. 
  2. Type Printer. For Windows 7: Enter Control Printers in the search field and press Enter.

Once done, reinstall the Microsoft Document Writer by following these steps:

  1. From the Devices and Printers window, click Add Printer.
  2. Choose Add a Local Printer then select Use an Existing Port.
  3. Select XPS Port then Next.
  4. In the manufacturer list, choose Microsoft.
  5. On the right side, choose the latest version of the XPS document writer and click Next.
  6. Choose the driver currently installed then click Next and Finish.

If the XPS Port is not available, let's perform the second option to reinstall Microsoft Document Writer using a new port.

 

To do that:

  1. Click on Add a Printer.
  2. Choose Add a Local Printer then select Create a New Port.
  3. Select Local Port and Next.
  4. Type in XPS Port then click OK.
  5. Choose Microsoft.
  6. Select the latest version of the XPS Document Writer then click Next.
  7. Select Use the Driver that is Currently Installed and Next.
  8. Printer name should be Microsoft XPS Document Writer. Click Next.
  9. Select the option Do Not Share Printer then Next.
  10. Uncheck the box for Set As Default Printer. Click Finish.

For more details about these steps, please refer to these articles: 

However, if the issue persists after trying these process, I'd suggest reaching out to our Customer Care Team. They have the proper tools like screen-sharing that will check on set up and verify what's causing the issue. To reach them, please follow the contact details found in this link: Contact the QuickBooks Desktop Customer Support Team.

 

These resources should help you fix your PDF issues.

 

Please let me know how it goes. I'm always here to provide assistance with any QuickBooks concern. Have a great weekend!

Highlighted
Level 2

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

See updated response.

Highlighted
Level 2

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

I finally solved this issue.  First, I tried your suggestion of reinstalling the XPS Document Writer.  That didn't resolve it.  So I then decided to analyze the blank PDF that was being generated, using Adobe's Acrobat DC (the older version is Acrobat Pro), to edit the PDF.  Doing that revealed that there were placeholders created for all of the content, but when I tried to go into one of the placeholders to see if there was any hidden content, I received an incompatible font error.

 

So my solution was to go into the custom invoice template that I created, and replace the font I had been using (Myriad Pro - that's Adobe's default font for Illustrator) with Helvetica.  That fixed it.

 

So if anyone has created a custom template, and it's not generating PDF's properly when you use QuickBooks' email feature, you might want to check the font you're using.  It appears that not all fonts are compatible with the XPS Document Writer. 

View solution in original post

Highlighted
Level 1

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

I can report that I too have had the exact same issue (was using Adobe MyriadPro) and had to change the font to something different. In doing so numerous fonts that I regularly use would not work and gave the same "blank" invoice when emailing (printing, or preview, or print to file all worked fine = it is just when emailing the invoice would the attached PDF be blank).  One font that worked was Corbel.

 

It would be great if someone at Intuit would test this and let us know if this is an isolated issue or widespread.

 

Thanks for the font substitution solution...!!  I really hate having to call in and waste a bunch of time... but hey.... at least the font substitution helped with hair loss!

 

Highlighted
Level 1

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

I have this same issue, however, I do not have the luxury of simply changing to a different font.

 

I use a Open Type font for our company name and on all forms we use. I have been able to determine that the problem with PDF docs from Quickbooks are only affected when using Open Type fonts...True Type fonts work fine. It looks as though Quickbooks uses the Amyuni PDF creater when you select print then save as pdf or even select email then purchase order for example. If I change my printer using the printer setup and select the adobe pdf printer then goto print then purchase order, It works and displays as it should with the Open Type font. Please help me solve this!

 

I have already been on the phone with 1st and 2nd level support and they haven't been able to give me a solution.

Highlighted
QuickBooks Team

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

Let me help you sort this out, @waynewnp.

 

A misaligned manual typewriter may cause a garbled text or a corrupt appearance on emailed customize invoices.

 

To resolve this, let’s change the font of text in the invoice:

  1. Go to the Basic Customization.
  2. Choose the Layout Designer button.
  3. Right-click a field that has the corrupted text, then select Properties.
  4. Click Font then change the font.
  5. Adjust the font size and style.
  6. Repeat this process for all applicable fields where the text had a strange appearance in the PDF.
  7. Select Ok.
  8. Save an invoice as a PDF or email it.

To learn more about using customizing sales form templates, you can refer to these articles:

Feel free to visit us here in the Community if you have other questions. I’m always here to help.

Highlighted
Level 1

PDF Invoices Emailed From QuickBooks Pro are Blank or Contain Strange Characters

Thanks for all of the above information.  Once I knew the problem, I was able to find a resolution.

 

I fixed this problem by converting all of my OTF fonts to TTF fonts, installing the new TTF fonts , and then uninstalling the OTF fonts (this last step is critical).  Relaunching QuickBooks and sending a test email resulted in a normal looking PDF attachment.

 

There are numerous websites that can do this font conversion.

 

I haven't fully tested the impact of this on other applications that use our custom fonts, so there may be fallout.  Just be aware this could be a thing.

 

This is another example of QuickBooks forcing people into their world.  frustration++

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