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AlcaeusF
Moderator

Hello jkitners,

 

I appreciate you for joining this thread here in the Community. I'm here to lend a hand with the missing log when printing.

 

I've checked here if there's an ongoing investigation with regards to the missing logo when printing invoices, but haven't found any. Since you've already tried the workaround provided by my colleague and still getting the issue, I recommend contacting our Support Specialists this time.

 

One of them will be able to check further if escalations are necessary to fix the issue. For the detailed steps, check this out:

 

  1. Log into your QuickBooks account.
  2. Click the Help option in the upper-right corner.
  3. Click the Contact us hyperlink.

For future reference, if you need to customize invoices to check the template logo, I'm attaching the support link I recommend

 

How to customize invoices, estimates, and sales receipts.

 

I'm here anytime you have more questions or concerns with printing invoices in QuickBooks. Fill me in by posting your response below.

aktiv
Level 1

Hello QB-Team,

 

we are also affected by this issue. All workarounds didn't help.

 

Do you have any news for us regarding this topic?

In the meanwhile we are not able to invoice our clients, if this goes on we need to switch to another program.

 

Greetings from germany

Adrian_A
Moderator

I appreciate your time trying the workarounds above, aktiv.

 

As of now, we haven’t received any reports about this matter, thus you may want to check the format of your logo. This issue occurs when the file format of your logo is CYMK. This type of logo is common for customers who use Photoshop or Adobe projects. 

 

You’ll have to re-upload the logo using the RGB standards.

 

Here's an article about the logo: Add, customize, or remove logos on sales forms.

 

Please let me know how this solution fixes the issue.

wjeffm
Level 1

The problem of the logo not printing on invoices, estimates, etc. just started for me. I have tried all of the suggestions above. I am currently unable to use a logo on my sales materials. I have already contacted customer support team. Waiting............

Nhat
Level 2

I am having the same issue.  This is so frustrating.  It’s ridiculous that the customer are paying for a service that is broken.  We should get a refund.  I will be looking for another company.

Nhat
Level 2

I am having the same issue.  Why are we paying you for a broken system.  I have being using the same logo for my invoice for the last 5 years and now it doesn’t print on my invoice.  When is this issue getting fixed????!i will be looking for another company.

jeabca
Level 1

i am experiencing the same issues for the last several month   so there is still no fix?

 

Nhat
Level 2

It doesn’t seem like QuickBooks really care to fix the issue.  I have been calling them numerous time and they keep giving me the runaround.  We need to look for an alternative company.  This is ridiculous.

Charies_M
Moderator

I appreciate you for joining this thread, Nhat.

 

The troubleshooting steps shared by my colleagues on this thread will help resolve this issue with printing invoice logo. However, if you're experiencing the same thing, I recommend contacting our QuickBooks Support Team.

 

I know that you've already reached out to our support regarding this issue with invoice logo. However, it would still be best contacting them for additional help. They have the special tools to help take a closer look and investigate this further.

 

Here's how:

  1. Go to the Help menu at the upper right.
  2. Select Contact Us.
  3. Enter your concern.
  4. Click Let’s talk.
  5. Choose Get a callback
  6. Type in your contact info.
  7. Select Confirm my call

I've attached a visual guide on how to reach us out:

 

 

It's my goal to make sure this issue gets resolved. I'll be around if you have other QuickBooks concern. Wish you all the best.

Nhat
Level 2

I have spoken to 3 quickbooks tech.  They all told me the same thing.  Still not working!  The last tech told me there’s nothing else they can do but to add me to the list of unsolved problem.  This is absolutely maddening!  I can not send out invoices to customer.  

Catherine_B
QuickBooks Team

Hello, Nhat, 

 

We can import an invoice template with the logo, while the issue is being worked on by our engineers. You can use our samples as basis in creating one. After, we can import them into QuickBooks. 

 

Turn the feature on first by going to the Gear icon. Then, click QuickBooks Labs and select the option to turn the feature. After, click Done

 

Please follow these steps on how to import a template: 

  1. From the Gear icon, click Custom Form Styles
  2. At the upper-right, click New style
  3. Select Import b. 
  4. Click the paper clip icon to locate and select the file.
  5. Click Open.
  6. Select Next
  7. Map and check the fields and then click Next
  8. Select Save and enter a name of the imported template. 
  9. Click Save.

Before sending or printing the invoice, select the customized template first. 

 

You'll be receiving email notifications from us once a fix is available. Thanks for your patience.  

HelenGr
Level 1

Hi - I am also having the same problem! Is there any news on a fix - I don't really want to have to recreate another invoice and import it. 

JenoP
QuickBooks Team

Thanks for joining us here, HelenGr.

 

I checked our records and it looks like all related investigations about missing logo have already been closed. Let me share another set of troubleshooting steps if the logo is still not printing or showing in your invoices. 

 

Let's open the invoice template that you've imported and make sure that the settings to show the logo is turned on. Here's how: 

 

  1. Go to the Gear icon and click Custom Form Styles
  2. Click the template that you've imported.
  3. Click Show logo under the Design tab.

If it's already selected, please contact our phone or chat support agents. They'll double-check everything including the template that you're using to pinpoint why it's not printing.

 

Please follow the steps in the previous replies on how to reach out to them. 

 

Visit us again or post your questions in the Community if you ever need help with QuickBooks.

Aaron W
Level 1

Same issue here.  The fixes above don't work, we are contacting support but I fail to see how these settings can randomly change themselves?  We have used the logo without issues for almost a year (we changed logos around January or February) and the previous logo for long before that.  Not had any problems, then randomly Friday we get a Red "X" instead of our log even though the logo shows in the settings and when we click edit and re-add it still nothing.  It shows properly in the preview but when you check view sample PDF you get the RED "X".  We are reaching out to support as I said but it sounds like this isn't something that has been taken seriously??  It's not only annoying, its also damaging to the branding when your invoices don't contain you logo.  

AlexV
QuickBooks Team

Hi Aaron W,

 

There is an open investigation about the red X instead of the company logo showing in the invoice. This error should be fixed by deleting and re-uploading the company logo. If the same thing happens, you'll want to consider deleting and re-uploading it multiple times. 

 

Let's also update your Adobe Reader. Using an older version causes printing issues. Here's an article for more details: Fix QuickBooks Online printing issues on browsers for Windows.

 

In addition, I'd suggest contacting our Customer Support Team if the troubleshooting steps I've mentioned doesn't help. You'll receive email updates abut this issue once you're added in the list of affected users. You can follow the same steps above on how to reach out to them.

 

Keep your posts coming if you need more help.

SnJCatering
Level 1

This is the second time this issue is happening to me. Once before a few months ago, I was able to fix it with the process noted in this thread. But nothing is working this time. I use to be a very satisfied customer of QB's, using it for well over 10 years. Recently, the prices are continuously increasing but I am getting a way less stable product with lots of problems. Very disappointed!

Rose-A
Moderator

Hi, SnJCatering.

 

You may want to ensure that the logo is set to show when printing the invoice.

 

Here's how:

 

  1. Click on the Gear icon and choose Custom Form Styles.
  2. Select the default invoice template you're using and click Edit.
  3. In the Design tab, click on Make logo edits.
  4. Click on Show logo
  5. Click on Preview PDF and try to print a sample invoice just to check if it's showing the logo.

If the problem persists, I'd suggest uploading a new logo and try to print again. To get more information about customizing invoices, check out this article: Customize your invoices, estimates, and sales receipts in QuickBooks Online.

 

In case you want to know some "How do I" steps in QuickBooks Online, you can always visit our Help Articles page for reference.

 

Let me know if anything may arise while working in QuickBooks. I'd be glad to help. Have a nice day.

Aaron W
Level 1

I was finally able to get ours working again, don't know if support every responded but after about 2 weeks of no luck changing it to a new logo finally stuck and invoices are printing correctly again.  

Annoyed21
Level 1

FYI.  I use Quickbooks 2019 Desktop and I'm having this issue.   I've re-loaded my logo.  It DOES show on print preview for me, but not in my printout.    Calling customer service.

 

Charies_M
Moderator

Thanks for joining this thread, Annoyed21.

 

To better isolate this issue with sending forms through Gmail, we can try updating your QuickBooks Desktop to the latest release.

 

Here's how:

  1. Go to the Help menu at the top and pick Update QuickBooks Desktop on the drop-down.
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  2. Choose the Options tab.
  3. Click Mark All, then Save.
  4. Go to the Update Now tab.
  5. Mark the Reset Update box, then select Get Updates.
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Check out this article for more details on how to update QuickBooks Desktop to the latest release.

 

Before you proceed with the troubleshooting, please secure a backup of your company. Once done, you can now start to verify and rebuild your QuickBooks.


To Verify:

  1. Click File at the top menu.
  2. Go to Utilities.
  3. Select Verify.

To Rebuild:

  1. Click File at the top menu.
  2. Go to Utilities.
  3. Select Rebuild.

Here's an article that'll serve as your step by step guide in resolving common data damage on your company file: Verify and Rebuild Data in QuickBooks Desktop.

 

For additional troubleshooting options with printing issues, you can have this article handy: Troubleshoot PDF and Print problems with QuickBooks Desktop.

 

Get back to me if you need further help. I'm always happy to assist. Have a great day ahead!

Glide Bookkeeping
Level 1

I have had this problem. The fix for me was to re-upload the logo. I don't know why it stopped working, but uploading it again worked to get it back! Hope that helps.

Bladia bd
Level 1

Hello,

 

I'm new to using quickbooks and I have exactly the same issue:

It's easy to follow the steps to add the logo. It's self explanatory and it looks exactly like what you guys show here. 

But where you stop is where the problem starts.

After adding the logo, you click preview PDF, that looks still fine: the logo is there.

But then you click "Print" and that's when the logo disappears. 

And in my case the content also falls off the paper.

See attached file.

 

I have found a way around though, that I like to share:

Don't try to print directly from Quickbooks. 

Instead, save the invoice as PDF to your local harddrive. 

Then open it from there and it will print fine, with the logo and correct layout.

 

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