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Experienced Member

QBO email attachment printing issues

I am an accounts payable processor.  Everyday I receive hundreds of external emails from a variety of sources.  Lately (since the beginning of this year), I have been experiencing an issue related to file attachments that have been sent automatically from Quick Books online.

 

When I try to print a PDF generated from QuickBooks, my printer starts up, receives the data and acts like it is going to print the invoice, but then shuts down and no page is printed.  Windows thinks the file printed and my printer thinks the file printed, but no paper moved and nothing actually printed. No error indicators are present and the next print job goes flawless.

 

I have been able to isolate this issue to attachments that are being sent from the QuickBooks Online version.  The files I'm trying to print are the standard invoice templates.  It doesn't matter if it's in color or black and white, or if there is a logo or not.  It seems like some of the PDFs are coming across very small in file size (under 20kb) and those are the ones that will not print.  I have an up to date version of Adobe Document Cloud on my computer.  In order to get these invoices to print I have to either print to Microsoft PDF from within Adobe (to create another PDF), or open up an entirely different PDF program and then print the invoice from within that program.  Other invoices from other versions of QuickBooks can be opened up and printed off just fine.  It is only a handful of companies that use the online version of QB that is causing this issue.  I have access to multiple printers (direct connect and networked) and each one I try fails to print the invoice.

 

I do not have any version of QuickBooks on my computer.  I use Windows 10, Microsoft Outlook, and Adobe Document Cloud.  All versions are up to date.  Note - when I send the same file to others within my company it's about a 50/50 success rate for them.  Some users experience the same printing difficulty I do and some are able to print the file without any issue just fine.

 

Any ideas or troubleshooting would be appreciated.  I just want to be able to print these invoices the same way the other 99% work.

 

Thank you.

6 Comments
QuickBooks Team

Re: QBO email attachment printing issues

I appreciate the complete details about your concern, @jdn82.

 

Repairing your PDF viewer resolves the common printing issues. I can share some steps on how to get this working as it was before.

 

Here's how:

  1. Close Acrobat/Reader and all open web browser windows.
  2. Go to the Start button at the bottom-left of your screen.
  3. Look for the Control Panel or Settings then Control Panel.
  4. Choose Programs and Features, then select Acrobat or Adobe Reader.
  5. Press Uninstall/Change (Windows Vista/Windows 7).
  6. In the Setup dialog box, click Next. Then Repair, and Next again. 
  7. Select Install.
  8. Click Finish

For more information and detailed steps, you can also check this article: How to update, repair, or re-install Adobe Reader/Acrobat.

 

If the issue persists, you can find more troubleshooting steps in these articles: 

Stay in touch with me here in the Community if you have other questions about printing sales forms and attachments. I'm just a few clicks away.

Experienced Member

Re: QBO email attachment printing issues

Thanks for the quick reply.  I am familiar with the repair option and initially tried that as well.  I failed to mention that in my original message.  I feel like there has to be some setting within the Adobe program preferences that is the root cause of my issue but I have tried almost every permutation possible without any luck.  My Adobe settings mirror those of another user who can print the attachment on their machine without issue.

Moderator

Re: QBO email attachment printing issues

Hello there, @jdn82.

 

I appreciate you updating us about the troubleshooting steps you've tried and the results.

 

I checked to see if there are any reported cases similar to yours, but I found none. I'd recommend getting in touch with our QuickBooks Online Customer Support team to conduct further investigation with your computer, operating system, and printer setup. 

 

One of our specialists can use tools like screen sharing and double-check what’s causing the printing problem.

 

I'm sure you'll get back on track after contacting them, @jdn82.

 

Keep me posted on how the call went. In case you have other QuickBooks Online question, just leave a comment below. I'm still here to help you more.

Experienced Member

Re: QBO email attachment printing issues

Thanks for your note.  Since I don't actually use QuickBooks (only receive emails and attachments sent by other QB users) will I still be able to work with support?

Experienced Member

Re: QBO email attachment printing issues

Even though I don't use QuickBooks myself (I only receive emails and attachments other QB users send) will I still be able to interact with QB customer support?

Moderator

Re: QBO email attachment printing issues

Hi there, jdn82.

 

Based on the information you've mentioned on this thread, I suggest reaching out to an IT expert to help you with the printing issue. You'll also want to contact the person whom sent you the invoice to check if he/she can print that particular invoice.

 

For additional troubleshooting steps, you can switch to a different browser to see if the problem continues and print the invoice from there. Otherwise, I recommend following the resolution in this article: Test sequence for PDF printing issues.

 

This should point you in the right direction. Let me know how it goes by leaving a comment below. I'm always here to help.