Scheduled Reports down in Enterprise and no communication on case in two months

Hi amberanderson,

I know what it feels like when we’re not getting updates about escalated cases, especially when business is involved. I will share your feedback with the relevant department, so this won't happen again in the future.

After checking, the investigation was already closed. Our engineers have found out that this issue sometimes occurs to Business Gmail accounts and other email providers that prevent emails from sending.

As a workaround, you can manually start the sending of reports by double-clicking on the .exe file located at C:\Program Files (x86)\Common Files\Intuit\QuickBooks\ScheduledReports. You'll want to do this after the schedule lapses.

You can also use the QuickBooks Tool Hub to regularly run diagnostics for detecting issues that have just started in the program.

If you have other concerns, feel free to go back to this thread. Take good care always.

What do you mean, the investigation was closed?? I was just on the phone with one of your reps about this for over an hour this afternoon and they told me there were no updates on it?? Also, how can it be closed when they don't even know what's going on? I don't have a business Gmail account. I have Outlook. Also, I have already tried to double click the .exe and it does nothing. I've also ran the diagnostics tool several times and it found no issues. So again, why was this investigation closed if they have not found a solution that works?

I appreciate you following the recommendation shared by my colleague, amberanderson. This isn't the impression I want to leave you with.

I understand how important your scheduled report is. The INV number you shared in the previous post has been closed already. Since you're still experiencing the same issue, we'll need to conduct further investigation on this. To ensure this gets sorted out, I recommend contacting our Customer Care Support again. This time to get this issue reported, and to create an open ticket for you. This ticket will be a way for our engineers to work on fixing the report as soon as possible.

To reach out:

1. Go to Help at the top.
2. Scroll down and type I need to speak to a human until you reach the option to connect to one of our live support agents.
3. Click Get help from a human.
4. Choose either Chat with us or Have us call you back.

As a workaround, you can manually run and email information for a memorized report in QuickBooks Online.

For more insights into sending reports by email. I'm attaching the article I recommend on this: Set schedule and email information for a memorized report.

Let me know how it goes. I want to make sure all of your concerns are addressed. Wishing you and your business continued success!

I have opened 6 different cases on this issue already.  This is the second investigation that has been closed prematurely regarding this issue.  Each time I call into customer service, I have to re-explain the entire situation and waste at least an hour but has been up to 4 hours on the phone with them.  Each time ends with the same result.  They attach my case to an investigation and tell me that someone will get back to me soon about the issue.  However, that never happens.  I have to continuously call back to check status only to be told that someone is working on the issue but no real evidence that anyone is "actually" working on the issue.  Eventually I get word that the case has been closed and "solved" but not a single person has reached out to me about the case!!  What is the point in attaching my case to an investigation if I don't get any communication from it?  What is the point in wasting hours of my time to get nothing but confusion or complete disregard from your company?  Where are your engineers and who is responsible for making sure they do their jobs?  Why is it that investigations are able to be closed and marked as "solved" when they clearly are not?  Where is the accountability at in your company??  Listen, I've heard the same excuses and the same troubleshooting suggestions for two months now.  That is an incredibly long time to have to endure the same response over and over and over again.  Naturally, I'm just a bit frustrated with the entire experience.  I really expected a whole lot more out of this company. The article you sent to me doesn't even apply to the desktop version (which is what I have) so that is useless to me.  I am very aware of how to setup scheduled reports so I do not need links sent to me on how to set those up.  The problem is that your scheduled report executable file no longer works!!!  Can anyone out there hear me????  Please??? 

Just thought I would add that ScheduledReports.Scheduler.exe is from Quickbooks 2020.  Since I just updated to 22, perhaps this needs to be looked at?

Hello there, @amberanderson. 

Thanks for taking the time to reply to this thread. I'd like to hop aboard and give some clarifications about the Scheduled Reports in QuickBooks. 

At this moment, our engineers are still working diligently to get the issue of the scheduled report resolved. I can see how this feature help users to lessen their tasks. As long as you’re part of the affected list of companies, you’ll get notified once they’re done.

If you’re not yet added, I recommend contacting our support. Before that, ensure to check our business hours to prevent waiting time. Then, follow the steps outlined below:

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help.
3. Select Contact Us.

You might want to read this reference that covers basic information about reports in QuickBooks Desktop: Understand reports. It provides instructions on how to set report preferences and combine information from two or more company data files.

If you'd like me to clarify other details about the reports or any functions and features in QuickBooks, please let me know the details below. I'm always here to help. 

Hello LollyNino_C, 

Your response makes absolutely no sense after reading the response from your coworker JessT who stated the investigation was closed.  How can I be notified now if I wasn't even notified when I was attached to the investigation before it was closed?  If an investigation is in a "closed" status then doesn't that indicate they are in fact "done"?  If I am correct then I should've already been notified.  How do I find out if I am or am not in fact "added" and where exactly am I supposed to be "added" to?  What exactly am I supposed to say to the customer service rep when I speak to them so that they know what to do?  I just got off the phone with a rep named Marsha who told me that the investigation was closed and she would add another case to it so I would receive a call back in 3 business days.  I've lost count of how many times I've heard that line.  Also, why would I need to read an article about understanding reports?  That has absolutely nothing to do with my issue whatsoever and I don't understand why you would even suggest that?  Is anyone even reading what I am posting on here?  Or are you just reading the subject line and typing?  Can someone please offer some real assistance?  Please stop wasting my time sending me articles that have nothing to do with the topic at hand.  If it doesn't reference the ScheduledReports.Scheduler.exe application then please do not bother sending it because it does not apply. 

Still waiting for a response from someone...

Just in case anyone out there is following this... I received a call from a Quickbooks "Pro Advisor" who informed me that Scheduled Reports as well as web services do not work in the 22 version of Quickbooks.  He claims that the engineers should have it fixed by the end of December 2021 but no guarantees.  This will be a 3 month turnaround, if a fix actually comes.  We shall see...

Have you had any luck getting the scheduled reports to work in QB 2022?  I called support and referenced your number.  I flat out asked, do the scheduled reports work in the 2022 version, yes or no?  I was told yes but was given no helpful information to get this to work.  Please let me know!

Did anyone find a soluation for this?
I am facing the same issue.
I followed the whole issue and it was maintained that it will be solved by end of 2021 but the issue is still happening.

I understand how you feel when things aren't working on the program, Prajapati Rahul.

Since the Scheduled report issue persists, I recommend reaching out to our Customer Care Support Team. They have the tools to further look into the account and can also create a new case to be submitted to our engineers for further investigation. 

Here's how:

1. Go to Help, then select QuickBooks Desktop Help.
2. Select Contact Us.
3. Enter "Scheduled Report", select Let's talk and then choose a way to connect.

I'm also adding this article about memorizing reports to save the current customization settings: Create, access, and modify memorized reports.

If you have other questions about reports or any functions and features in QuickBooks, please post the details, and I'll be happy to help.

Yea, it's only been nine months. Those diligently working engineers must be really tired by now. It sure must be a really huge, huge problem to fix, since all that diligent working hasn't yet had any results.

@CRS-AN Nope, still down and no word from Quickbooks other than advising me to "contact customer service" who always tells me I'm the only one dealing with the issue so then it's my problem.  

@Prajapati Rahul still nothing.  I feel your pain!!  I can't believe it's been 9 months.  One would think they've had enough time to fix the issue...if they were actually trying at all.

@GlinetteC I'm sorry but that does nothing for me except waste more of my time.  I have reported the issue more times than I can count.  I have had multiple customer service reps use their "tools" to try to find the issue and it always ends with YOUR engineers.  They aren't doing their job so if you could reach out to them and see if they have been at their desk in the last 9 months, that would be great.  Thanks.

@BigRedConsulting Haha!!  I just love this comment.  Thanks for that, comrade!

We were able to get the 2022 scheduled reports working in our file on our own after a bunch of testing and no assistance from QB directly.  I'm attaching a document and hopefully you can see it for all of our settings.

Our QB file is on a Server.  Make sure your server has the most recent update for Microsoft Defender Antivirus as part of our testing was disabling the antivirus and the reports sent out.  We have it all enabled now and our reports send out daily.

We were able to get our reports working on our own in 2022 version without any help from QB.

Make sure 2021 QB files are deleted from your computer.

Disable UAC via Control Panel

Step 1: Type control panel in the search bar of Windows 10 and click this app in the result to open it.

Step 2: Go to User Accounts > Change User Account Control settings.

Step 3: Drag the slider control to Never notify and click OK to apply the change.

Disable UAC Group Policy

Step 1: Input Policy Editor in the Windows 10 search box and click Edit group policy.

Step 2: Go to Computer Configuration > Windows Settings > Security Settings > Local Policies > Security Options.

Step 3: Scroll down to the bottom to find User Account Control: Run all administrators in Admin Approval Mode and double-click on it, choose Disabled and click OK.

All of the above was previously recommended to us and worked on 2021.

UAC Group policy settings now reflect the below for ALL Quickbooks users.

• Make sure Server updates are current
• ALL users must be logged out of the file.
• Admin must have outlook open on their computer.

Yes, we've had them working since February, I posted our settings below.

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@amberanderson wrote:

@Prajapati Rahul still nothing.  I feel your pain!!  I can't believe it's been 9 months.  One would think they've had enough time to fix the issue...if they were actually trying at all.

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I shared our settings.  I was following your post when we updated to 2022 in January.  We've had them working since February 2022.

@CRS-AN Oh wow, thank you!!  I will definitely try all of this and report back.  I really appreciate you taking time out of your day and doing Quickbook's job for them!!!  

@CRS-AN

Thanks for checking this shring soluation.
I will try your soluation let everyone know the result.

Thanks

Hello @CRS-AN 

I tried the settings you shared, unfortunately, this did not work for me.

I am still facing the same issue as previously.