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jperatt1957
November 17, 2022
Question

Cannot open invoice without refreshing screen

  • November 17, 2022
  • 2 replies
  • 0 views
Starting 3 days ago I cannot open an existing customer invoice without refreshing the screen.  Once the screen is refreshed the invoice opens but once  viewed and I select "Save and Close" I am returned to the Dashboard screen instead of back to the customer record I had been viewing. This happens on both MS Edge and Chrome browsers. I have unblocked pop ups with no change in behavior. I am running Windows 11 Home Version 10.0.22621 Build 22621

2 replies

R
Rasa-LilaMQuickBooks Team
QuickBooks Team
November 17, 2022

Hello there, jperatt1957.

 

We appreciate you sharing the steps you've performed to resolve the issue. Let's go over some basic troubleshooting steps so you can use the Invoices function seamlessly. 

 

To begin, we'll have to log in to QBO via incognito mode or private browsing. Then open your customer's invoice from there.

 

Here are the shortcut keys to bring up a private window:

 

  • Google Chrome: Ctrl + Shift + N
  • Mozilla Firefox: Ctrl + Shift + P
  • Microsoft Edge: Ctrl + Shift + P
  • Safari: Command + Option + P

 

If you're able to view the sales entry and the program automatically directs you to the customer record, clear the cache and cookies to improve the browser's overall performance. Otherwise, use another supported browser to see if the issue is with the current one.

 

If the issue persists, I suggest contacting our QBO Care Team for further investigation. They can also create a ticket if there are many users affected by the issue.

 

For tips on how to optimize the performance of your QuickBooks, click here to access the article. Furthermore, this link contains resources that will help you handle any accounting tasks efficiently: Community guide. Simply choose the topic that best addresses your concern.

 

If you have any further questions about invoices or other sales-related activities, leave a comment below. I'll get back to answer them for you. Have a great rest of the day. 

J
jperatt1957Author
November 19, 2022

First of all CTRL+SHIFT+P does not open a private window in Edge (should be CTRL+SHIFT+N). That being said, opening Quickbooks in a private window seems to work for both Edge and Chrome. Clearing the cache and cookies in these browsers had no effect on the problem. I also opened Quickbooks in Firefox (regular browser window - not private window) and Quickbooks functioned fine. I am going to now use Firefox for Quickbooks and as a backup, private window in Edge or Chrome. I will leave it up to you to decide if you want to figure out why there is a problem with Edge and Chrome.

C
Cam Fulton
January 11, 2023

Having the same issue.  Its almost unusable for us.  Takes forever to open an invoice now.  Then when closing, takes us back to the home screen.   So frustrating.   Doesn't work in Chrome anymore - it's been happening for a few months now.  Using Firefox, but its happening there too.   And we use private mode all of the time - there is no cache.  Just to be sure, we hard clear it CTRL F5.

Gonna have to switch to Stripe.  Its just unbearable at this point.  Bringing up dev tools in the browser shows a ton of warnings and errors. 

    C
    Cam Fulton
    January 11, 2023

    Ive literally been trying to open an invoice for 15 minutes now.   In 3 browsers.  

    AlcaeusF
    AlcaeusF
    Level 14
    January 12, 2023

    Hi, Cam.

     

    Thanks for joining this conversation. Allow me to chime in and help ensure this is taken care of for you.

     

    Since the issue persists after trying the steps shared by my colleague above, I highly suggest contacting our Support team. They have tools such as screen-sharing (remote access) that can pull up your account in a secure environment and check the cause of this odd behavior. They can also perform other troubleshooting steps if necessary.

     

    Here's how to reach them:

     

    1. In QuickBooks Online (QBO), go to the Help (question mark) icon at the top right.
    2. Select a suggested option, or type a question or topic you need help with.
    3. Click Contact Us and choose a way to connect with us.

     

    To check for our Support hours, you can refer to this article: QuickBooks Online Support.

     

    In case you need it, I'll add this article that tackles managing invoices in QBO for more information: Create invoices in QuickBooks Online.

     

    You can also visit our website for more tips and other resources you can use in the future: Self-help articles.

     

    Please post again or leave a comment below if you have more questions about invoices or anything else QuickBooks. I'll be more than willing to help. Stay safe.

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