Recently, in the past couple of weeks, many or maybe all of the receipts/PDF's that have been uploaded are not viewable. Has anybody else seen this issue? Using Safari

Hello there, TimC3601.

Thank you for posting in the Community. I'm here to provide information about the receipts/PDFs that have been uploaded and are not viewable in Safari.

To view PDFs with Safari, you can set Safari preferences to use the Adobe Reader plug-in to view PDFs and ensure that your Adobe Reader is updated.

Additionally, you can visit this article guide helpful if you wish to learn more about how to email your expense receipts and bills to get them into QuickBooks Online (QBO):  Email receipts and bills to QuickBooks Online.

Keep me posted if you have any other questions about QuickBooks Online. I'm always up to keep helping. Have a nice day!

It appears to be a larger issue as the receipts won't show when using Chrome either.  They appear to be attached but there is an error when you attempt to view them.  

Hey there, @TimC3601. 

Thanks for reaching back out and letting us know some more information. 

Can you provide us with a picture of the error message you're receiving when you're attempting to view the receipts? 

I'll be waiting for your response! 

In Safari, when clicking on the attachment, it opens the sidebar, then shows a view PDF option.  When you click that button, it opens a new page but only dislplays a gray background with no content. 

In Chrome, does excactly the same thing, buyt it actually gives a message.  Error   Failed to load PDF document.  

In Safari, when clicking on the attachment, it opens the sidebar, then shows a view PDF option.  When you click that button, it opens a new page but only dislplays a gray background with no content. 

In Chrome, does excactly the same thing, but it actually gives a message.  Error   Failed to load PDF document.  I tried to upload, but this forum is not allowing.

I appreciate you for getting back to us, @TimC3601. Let me chime in and share additional information to ensure you can view your uploaded PDFs in your browser.

Before doing so, are you using an updated Adobe Reader for Safari? Using this reader to display PDFs in Safari is important for ensuring a reliable and feature-rich viewing experience.

If you're currently using this reader but the issue remains, make sure to update your browser to the latest version. There are times when PDF documents fail to load if the browser gets out of date. This is also why you're getting the error "Failed to load PDF document" in your Chrome.

Other possible reasons include the following:

• The PDF file is protected or secured.
• Misconfigured settings or issues with the web browser.
• The PDF file gets corrupted or damaged.
• Problematic PDF viewer extensions.
• Corrupted cache or cookies in the browser
  
  

Thus, I recommend checking each factor to rectify the issue. You can configure your current settings to view the PDF attachment on your browser. In Chrome, select the three vertical dots in the upper-right corner then follow these steps:

1. Choose Settings, then click on Privacy and Security. 
2. Select Site Settings.
3. Scroll down and expand the Additional Content settings category, then click PDF documents.
4. Make sure the Download PDFs option is enabled.

If the issue persists after performing the suggestions above, consider clearing your browser's cache. Some files get corrupted which can trigger various errors, like a PDF document failing to load. 

You can always send a screenshot here in the forum so we can have a clearer view of your concern. All you have to do is save an image and click the Upload icon when posting/replying or browse files to attach. See the screenshot for your visual guide.

Moreover, in case you want to add attachments to your invoices or other paperwork related to your business, you can read QuickBooks Online attachments to learn more about the feature.
 

If you have additional questions about your PDF files or other QuickBooks concerns, please get back to this thread. I'm always willing to assist you with your concerns. 

I am having the same issue using Chrome browser.  However, we are received a notification indicating that certain attachments did not attach correctly, oddly the attachments in question are from a long-closed period in 2021.  I confirmed that my browser version is up to date.  

I can see there are attachments for the transactions in question, however when i click on the attachment, I see an error message "failed to load PDF document" - see screenshot attached

I appreciate the steps you've performed on your end, @cmesagna28. Let me route you to the appropriate support. 

There are times when our browser tends to slow down due to frequently accessed resources like cache and cookies, resulting in unexpected behavior. To fix this, you can access your QuickBooks Online (QBO) in a private window to check if it is a browser-related issue. 

You can use the following shortcut keys to access the incognito window: 

• Safari: Shift + ⌘ + N
• Google Chrome: Press Ctrl + Shift + N
• Microsoft Edge: Ctrl + Shift + N

If it works fine from there, you can clear the browser's cache to give the system a fresh start. You can also try different supported browsers alternatively. 

If the problem persists, I recommend reaching the Customer Support team so this will be looked into further securely using their tools.

Additionally, you'll want to refer to this article and learn how to email your expense receipts and bills to get them into QBO: Email receipts and bills to QuickBooks Online.

I'm pleased to assure you I can help if you need further assistance with your PDF files or any other QuickBooks concerns. Have a good one.

Upon further research, I am finding that the receipts that won't show are imported from American Express showing as a .txt file instead of a jpeg.  But if I go to amex and download the same exact receipt that was attached it shows as a jpeg.   Somehow, during the sync, QB is saving the file in the wrong format which is not a readable format.  How can we resolve this?

Hello TimC3601,

Thanks for providing that update!  I want to test something out. Could you use a different method to upload them? For example, if you upload the receipts directly from your computer, try importing them via Google Drive or emailing them to QuickBooks instead. For more information on this, please follow the article below:

• Upload receipts to QuickBooks Online.

Please let me know how that goes. I look forward to your response and to assisting you further.  

Good morning Sasha!  Yes, if we drag and drop a PDF or a jpeg into QB, or choose browse from the computer files, it uploads and works just fine.  The issue seems only to be when photos are uploaded to the AMEX app, then when it syncs with QB then change format and are not readable.  If I go to the AMEX site and download an image, it is in fact a jpeg.  But when it imports, it changes to a txt file which QB doesn't recognize.  

I acknowledge the importance of successfully uploading your receipts in QuickBooks Online (QBO), Tim. Let me route you to the appropriate team that can help you further with this.

Please note that QuickBooks relies on the data provided by the bank. With that said, I recommend reaching out to your financial institution to clarify the syncing process, as JPEG files are being converted to TXT files during import, rendering them unrecognizable by QuickBooks.

Additionally, you can contact our QuickBooks Online Support team to have them look into this behavior with these format changes.

Here's how you can reach our live representative:

1. Log in to your QBO company, then go to Help (?).
2. Click on Search, then Contact Us.
3. Select a topic to connect with the right expert.
4. Choose to Have us call you to secure a connection with us.

To further support you in your QuickBooks journey, I encourage you to scan these helpful resources on the best practices for classifying accounts: 

• Reconcile an account in QuickBooks Online.
• Categorize and match online bank transactions in QuickBooks Online.

Please keep me updated on your progress, and don’t hesitate to reach out if you have further questions about managing your transactions in QuickBooks. I’m here to help and will respond as quickly as possible.