Question

Error when creating customer statements

Forum|Forum|3 years ago
March 28, 2023
13 replies
5 views

When we create customer statements, we select 'All customers' and 'Do not create statesments: with a zero balance'. When we click 'Print' an error comes up that says:

Quickbooks encountered errors while creating statement. This may be because of selecting too many customers. Try reducing the number of customers selected (Max of 4500) and create statements

We only have a dozen or so customers with a non-zero balance. Is there a way to fix this without selecting 'Multiple customers' and selecting customers manually? We are using Quickbooks Enterprise 23. We were previously using Enterprise 20 and this message did not come up.

QuickBooks Enterprise Suite

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ReymondO

Moderator

Hey there, @GiraffesGiraffes.

Thanks for sharing your concern in QuickBooks Community. I'd be glad to help you record your statements in QuickBooks Desktop (QBDT).

This error message usually appears when the maximum number of customers (4500) were reached while printing statements.

To check, you can click View Selected Customers to view your total customers.

If you didn't reach the allowable number of customers yet still getting the same error, we can run some troubleshooting steps to address the issue.

A minor damage in your company file might be the cause of the error message. Let's start by updating QuickBooks Desktop (QBDT) to its latest release. This way, you'll have the latest product improvements and fixes.

Here's how:

Go to Help and select Update QuickBooks Desktop.
Click Update Now, then select Get Updates.
When the update finishes, close and reopen QuickBooks.
When asked to install the update, select Yes.
When the installation finishes, follow the on-screen instructions.

If you're still getting the same result, let's run the Verify and Rebuild Data tools. The verify tool finds the most common issues in a company file and the rebuild tool fixes them.

Moreover, you can check out this article to know more about the different ways of tracking customer transactions: Accounts Receivable workflows in QuickBooks Desktop.

Please let me know how else I can help you with QuickBooks. I'm always here to help. Wishing you and your business all the best.

L

lawson85

Having same issues worked fine until recent update was applied now we have to manually select and it is time consuming as we have 8000 customers usally about 300 statements monthly. It appears it is counting total customers instead of total statements matching criteria.

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GiraffesGiraffesAuthor

Yes, exactly the same for us. QB just sees more than 4,500 customers selected and stops there, it doesn't check if the customers have a balance or not. So, not sure what the point of having the 'Do not create statements:' 'with a zero balance' option is if we need to manually select all customers with a non-zero balance anyways.

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natalie2019

We are having the same issues ever since the update! This needs to be fixed ASAP!

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Raef1

Having same issue. Have posted same problem on this forum months ago and still no fix. Printed statements for 17 years this way and up until an update that was done maybe 6-9 months ago it worked fine. Can't believe they can't figure out how to undo whatever it was they did. Sooooooo frustrating! Should be a simple fix. Other companies working on AI and intuit can't figure this out? Printed statements yesterday for 200 customers and because of this error had to recycle a ream of paper of statements of sub accounts not needed.

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Sickler

Having the same issue with customer statements. I have done everything which means updates, rebuilding data, rebooting, and still the error code. This is only ONE of MANY issues with Enterprise Desktop 23. How are you supposed to run a business and figure out software with bugs in it at the same time. This IS so disappointing. It was bad enough that QuickBooks took away Point of Sale in Oct with only a few months notice but never anticipated customers with larger business than retail converting to Enterprise. This is just crazy!

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helenlisawhite

Okay so I just called THIS MORNING November 2, 2023. This issue has been going on since March 2023 and they are not at all working on this, that is a DIRTY LIE. If they were working on it, it would be fixed. WOW !! It appears we are not a priority and small business actually running their business, which is why we all purchased accounting software is also not their priority. The only option you have is to run an A/R report and manually ONE BY ONE select a statement. Nothing like having an up to date, state of the art accounting software to take you back to 1970s style book keeping techniques !!! The fact that they have not even made an attempt to fix this is more than ridiculous; they should be ashamed of themselves. We have a reduction in service, but no reduction in price, I'll bet the cost goes up when they auto renew my subscription and this year I will pay more than last year, despite getting less service. WAY TO GO INTUIT !!!!!!

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ad2323

They have had MONTHS to fix their error. They forced out the upgrade to Ent 23 before they had the bugs worked out and have not responded to the multiple complaints that brought their error to their attention. It is so beyond ridiculous to not be able to print monthly statements, one of the most basic functions, without going through our entire data base every month and hand selecting them because they turned off a basic sort function. I've given them 6 months to get this figured out and they don't seem to be working on it at all. Has anyone started looking at other software? Any recommendations?

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MNLori

Having the same problem everyone else is. Worked fine on our old 2019 version of Quickbooks but now I have to create statements one at a time! What a huge time waster! Please get this fixed as soon as possible. We all have lots of customers but only so many who need a statement at any one time - this is super frustrating.

Clark_B

QuickBooks Team

Thank you for joining the thread @MNLori.

I appreciate you taking the time to express your concern about creating statements one at a time in QuickBooks Desktop (QBDT).

As my colleague ReymondO said, this problem usually appears when the maximum number of customers, as you can only review up to 4,500 customer records when you create a statement. If you have more than 4,500 customers, you'll need to select them manually.

To check, you can click View Selected Customer to view your total customers. However, if you haven't reached the allowable number yet, we can run troubleshooting steps to address the issue.

Let's begin by updating QuickBooks Desktop (QBDT) to the latest release, so you can benefit from the most recent product improvements and fixes. Here's how:

Go to Help and select Update QuickBooks Desktop.
Click Update Now, then select Get Updates.
When the update finishes, close and reopen QuickBooks.
When asked to install the update, select Yes.
When the installation finishes, follow the on-screen instructions.

If you're experiencing the same issue, let's use the Verify and Rebuild Data tools. The Verify tool identifies the most common issues in a company file, and the Rebuild tool fixes them.

I'll also add this article to help you track your customer transactions: Accounts Receivable workflows.

Let me know if you have other questions or concerns about statements. I'll be around to provide further assistance to you.

J

janey baby

Thanks for sharing more details about the error you encountered, Dolce2. I understand your frustration regarding this customer statement that isn't working after performing the update. Let me point you in the right direction to resolve this issue in QuickBooks Desktop.

Let us call our support team to resolve the error encountered in your company.

Follow the steps below:

On your QuickBooks account, go to the Help section.
Choose Contact Us.
State your concern, then select Continue.
Enter your code and select Continue.
Select to chat with us or Have us call you.

Alternatively, you might want to create a backup of your financial files; we can utilize this article for the step-by-step process: Back up your QuickBooks Desktop company file.

Please let me know how it goes after calling our phone representatives. We are happy to assist you again. Have a pleasant day.

I called quickbooks and spoke with Amy which was a total waste of time. She said I have to print each statement individually. I told her I have been with Quickbooks since 2006 and the last 2-3 months is the only time i have had problems printing statements. She didn't care and when I asked to speak to tier 2 she said "no"

Total waste of time. Ridiculous.

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ad2323

QB is very aware of this issue since it started with the upgrade to Enterprise 23. Since they have had over a year to fix it (and return this "elite" software to having the very BASIC capability of doing a simple sort and generating statements) it seems obviously intentional on their part. Probably trying to force us to purchase additional statement creating software from them. There is NO WAY they couldn't fix this if they wanted to - it used to work, so of course they know how to make it work and are choosing not to. It is a shame that they are doing this to some of their largest customers who are already paying extra for Enterprise. (you likely aren't on Enterprise unless you have a huge database that prevents you from using cheaper versions of QB). The main recourse we have is leaving Quickbooks entirely (currently looking for options, if anyone has any recommendations please share). We have stopped using them to process merchant payments until they fix this, so at least there is some financial penalty to them. The other thing we can all do is REVIEW their software anywhere that you can find to do it, so hopefully we can spare others from the problems we are all having and that they are ignoring!

DivinaMercy_N

Moderator

I know how difficult it is to unable to create customer statements the way you need to, @tnpcwp and @ad2323. I'll share details about the error you're getting and a workaround you can use to achieve your goal.

QuickBooks Desktop (QBDT) only supports creating statements for 4500 customers at a time. You'll have to choose the selected customers and manually choose those you wish to print statements for as long that it is below 4500 per batch. Here's how:

Under Select Customers, choose Multiple Customers.
Next, click Choose.
Then, manually add the customers.
After that, select Preview or Print (this will allow you to print and preview the statements).

Also, this behavior is reproducible in QBDT Enterprise 2023 with release notes R4_72. The older version of the program does not receive this warning message when generating statements. This error is specific to the number of customers that the system can read through to see if any open transactions could be added to a statement. In Enterprise it is common to have more than 4500 customers. The message suggests that you should know who has a balance with you before generating statements.

For guidance, read this article: Create and send customer statements in QuickBooks Desktop.

You can also run customer reports to help you easily track transactions made for your clients. For detailed instructions, check this guide: Customize customer, job, and sales reports in QuickBooks Desktop.

Please know that I'm always in the Community to provide answers if you have other concerns managing your customer's statement. Drop a comment below if you have other queries. Have a good one.

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tnpcwp

I think you may be confused with the issue we are having. Manually selecting 150 customers each month is not a work around. We all know how to manually select our customers with a balance. It’s just absurd that we have to do so! What are the filters for if they don’t take out customers with a zero balance in a statement run? I don’t have over 4500 customers with a balance so I am not creating 4500 statements.

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hjhipp

We just encountered this error after upgrading from 2021 to 2023 since support for 2021 was ending. We are working around it by selecting statements by customer type, rather that all customers. At the moment, we do not have more than 4500 customers in any given customer type but this is only a band-aid.

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Raef1

Please email [email address removed] about this issue. Obviously, no one that monitors this site has the ability to get this problem resolved. Maybe if enough of us email this address someone with a little authority can get some results.

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Raef1

Wow! They won't allow me to post the email address. I've reached out to an email address that hopefully will have an impact. I'll keep you all posted. Not getting my hopes up!

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Raef1

Well, this thread can be closed. They have no intention of fixing!

I received the following from Tech Support as I tried to pursue this issue further:

I've shared your feedback and the link from our community site with our Office of the President team as well as sharing product feedback through the help drop down in my program. I've also shared this feedback with contacts I work with that partner with our engineers. Unfortunately, at this time there is no plan to increase this limit. Our engineers have taken this feedback seriously. They are focused on ensuring the program doesn't crash when creating statements and decided that going above 4,500 customers could cause the program to crash.

I know this limitation impacts your workflow of generating statements and I'm sorry that there is no plan to change the limitation in the near future.

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Sickler

You can close the thread if you want to, however I did get in contact with a higher representative that is going to talk to her Supervisors and Engineers. They might have known at the top what was going on, or the people that have received the complaints on the lower tier level were not forwarding it to their supervisors. The last time I reached out to this particular office I did get results. They actually rewrote the POS system so I could import the inventory into QBD23. At the time of the conversion, they were written on two different platforms. That didn't make sense to me since it was the same company. The problem was resolved.

They couldn't promise me that it would be fixed but they did say they would look into it and get back to me. At that time, I brought up the questions regarding them discontinuing the QBD within a 5-year period. They said they have not heard anything like that as of yet. Time will tell. I do have confidence that I will get an answer one way or the other even if it is not what we are looking for.

S

Sickler

It has been three weeks now since I did here from the Office of the President. Did not hear back however this morning was a critical update 5/3/2024. Hopefully it was fixed.

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