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billmush
December 28, 2020
Question

Check Alignment is completely broken - Tech Support is No Help

  • December 28, 2020
  • 6 replies
  • 0 views

Our company has been using Quickbooks Online for four years.  We are a Mac only office.  Check printing is a constant crap shoot because of continual alignment problems.  We have purchased Intuit checks and envelopes to eliminate problems.  In the past the alignment issues would pop every 2-3 months but for the last month we have alignment issues every day and the alignment tools and procedures are followed to the letter.  We call tech support and are told switch browsers.  We have tried Chrome, Firefox and Safari and yet we still have daily problems.  Tech support makes us go through the same drill each time and yet we get no resolution.  We only use one computer and printer which has not changed.  We have asked for our problem to be escalated and are promised that a supervisor will call us back... which never happens.  Printing checks is not a "nice to do" thing.  We have payroll to provide our employees and payments due to our vendors.

    6 replies

    BettyJaneB
    BettyJaneB
    December 29, 2020

    I appreciate the actions that you've taken to get this check alignment issue sorted out, @billmush.

     

    I'd like to provide more troubleshooting steps to narrow down this matter so you can print your checks properly.

     

    Let's go ahead and update Adobe Reader to help fix the alignment of the checks.

     

    Here's how:

    1. Press on + New.
    2. Click on Print checks.
    3. Hit on Print setup.
    4. Select No, continue setup.
    5. Tick the latest version of the Reader link. This takes you to Adobe’s page where you can download the latest version of Acrobat Reader.
    6. After installing Acrobat, go back to QuickBooks. Then select the How? link to set Adobe Reader as your browser’s default PDF viewer.
    7. Go back to QuickBooks and select View preview and print sample. Then select Print.
    8. Follow the on-screen steps to finish printing your sample check.
    9. Check the alignment of your sample against a blank check.

    If the alignment looks good, then you’re ready to print on your regular checks.

     

    If doing this doesn't make a difference, let's fine-tune your check alignment to adjust the printing set up of the checks.

     

    To do that:

    1. Select + New and press on Print checks.
    2. Hit the Print setup.
    3. Select No, continue setup. Then select No, continue setup again.This opens up the check in an alignment window where you can adjust the margins to correct the alignment:
    4. In the check image window, drag the grid so the numbers are in the same place they appear on your sample print. QuickBooks will automatically adjust the alignment.
    5. After adjusting the grid, select View preview and print sample. Then select Print.
    6. Follow the on-screen steps to finish printing your sample check
    7. Check the alignment of your sample against a blank check.
    8. Repeat the grid alignment process and print as many times as you need until your check is aligned correctly.
    9. Select Finish Setup.

    For complete details about this process, please see this reference: Configure your print settings for printing checks.

     

    However, if the problem persists, you can perform the troubleshooting steps found in this link attached: Troubleshoot printing paychecks, pay stubs, and forms.

     

    Please keep me posted on how it goes by leaving a reply below. I'll make sure you're all set. Stay safe!

    B
    billmushAuthor
    December 29, 2020

    Thanks for your assistance BettyJane,

     

    I have gone the through the exact procedure you provided many times with no improvement.  Today I again did exactly what you suggested and still cannot achieve the correct alignment.  I completely uninstalled Adobe Acrobat and reinstalled it using the procedure you recommended.  When I print the test sample the dollar amount will be an inch too high.  When I drag the grid to show where it is located and print a second sample then the dollar amount ends up being an inch below the proper line...and each time I move it the same things happens over and over.  Very frustrating.  Any additional suggestions?  Thanks

      R
      Ryan_M
      December 29, 2020

      Hi @billmush,

       

      Thank you for your prompt reply and also for sharing an update on your situation. I'll point you in the right direction for support with your query.

       

      I understand that you already contacted our Technical Support team before. I suggest you speak with them again so they can investigate as to why you keep having this issue. After which, they can provide you the resolution for it. 

       

      See this article for the steps: QuickBooks Online Support. Their hours of operation are also in this article, so you'll know there's always an available support representative when you contact them. 

       

      If you have other concerns, feel free to place them in the comments below. I'll be sure to take care of them.

      MaryLandT
      MaryLandT
      May 20, 2021

      Let me step in and provide additional troubleshooting steps to fix the alignment, JJP5.

       

      Sometimes changing to a different browser can resolve .pdf viewing issues. Our system supports the following browsers, all of which can be downloaded for free from their company's websites. Or from public software repositories:

      Also,  deleting cookies and temporary Internet files from your browser can correct the issue. Follow the steps to clear cache for your browser:

      After clearing the cache, make sure to restart your browser. Also, use a supported, up-to-date browser to have the best and most secure experience with QuickBooks.

       

      If the same issue persists, I recommend contacting our QuickBooks Online Live Team. They can create a case to investigate the issue. Here's how to get in touch with them:

       

      1. Sign in to your QuickBooks Online company.
      2. Select Help (?).
      3. Click Contact us and choose a way to connect with us:
        • Chat with us 
        • Have us call you 
        • Call us.

       

      I'm adding this link for other troubleshooting steps: Configure your print settings for printing checks.

       

      Let me know how the contact goes by commenting below. I'll be around whenever you have follow-up questions about this.

      B
      BlackInk3200
      October 26, 2021

      Yes! I am about ready to spit fire! I dont even write that many checks, so to do one should be quick and painless. I have spent 2 hours on support with Google AND Adobe support. No solution!!

      come on Intuit! Adobe said I would need to download a copy of the check and print with the desktop app. Have not tried that- what a pain in the a$$

       

      B
      BlackInk3200
      October 26, 2021

      this is copy/pasted from adobe support just now... Okay, so QuickBooks is not a desktop version and Adobe is not integrated to QuickBooks. For QuickBooks Adobe applications are not integrated and supported. However you can use Windows or Mac to use the full access of the tools.

      gee thanks! ..... NOT

      RenjolynC
      RenjolynC
      October 27, 2021

      Thanks for sharing your situation on this thread, BlackInk3200.

       

      I wish you didn't have to go through that.

       

      When you print checks in QuickBooks Online, you can set the Adobe Reader as your default PDF viewer. This is part of the configuration when you're having issues with the alignment.

       

      The other steps are also listed on this article: Configure your print settings for printing checks in QuickBooks Online.

       

      I see that you also followed the troubleshooting steps provided above. But since you're getting the same result, and we're unable to further investigate what's causing this problem in the Community, I recommend reaching out to our Customer Care Team. They have more tools to review the settings and can work with our engineers.

       

      Here are the steps:

       

      1. Click the Help icon located in the upper right-hand corner.
      2. In the Help window, click the Contact Us button located at the bottom.
      3. Enter your question and click Let's talk.
      4. Choose either Start a chat or Call us.

      If you have the new QuickBooks Assistant help update, you can follow these steps:

      1. In your QuickBooks Online account, go to the Help > Assistant.
      2. Type Talk to a human and click the Contact a human button.
      3. Select Live Chat / Call me back.

       You're always welcome to reply on this thread and let us know of the result. We want make sure this is resolved for you. Take care and stay safe.

      B
      bf4218
      November 28, 2021

      So many of these posts could easily have been mine! I've had problems off and on with printing checks. Seems to go fine, and all of a sudden they're off track! I download the latest version of reader, I vent on support, and to no avail! Then, miraculously, the checks will start printing correctly again!

      The printing alignment was off again about 2 weeks ago, and I've been trying everything suggested to fix it. I am ready to dump Quickbooks online and have been looking for another accounting software program to use. Today I needed to print some Avery labels. When printed, they didn't line up like they always do. Avery suggested I check the printer settiings.  I checked my printer settings and found someone had changed the scaling to "Custom" 88%. I changed it to 100%, and my labels printed perfectly. I decided to see if that fixed my check alignment printing problems, so went to Quickbooks and tried a test check. Printing is perfect again!

      From now on, when the checks print incorrectly, I'm checking the printer settings first! And I've alerted all those using the computer that if they need to change the scaling for PDF printing, CHANGE IT BACK TO 100%!!!!!

      I would suggest that anyone having print alignment problems check the printer scaling setting. I don't know if "Default" would work, but "Custom" 100% sure did it for me!

      A
      Ariel 3
      January 17, 2022

      Having the same problem- using QBO for years and have not been able to print a check for months- even on a new printer.  When I went to install the most recent version of Reader, I was then linked to a page that said the only browser that will support the Reader plug-in is Internet Explorer.  This makes no sense.  There has to be a work around.  Paying $50+ per month on accounting software and can't print a check????  Super frustrating and none of the company replies below seem helpful- just making you connect with a human when clearing this is a big problem.

      Rubielyn_J
      Rubielyn_J
      January 17, 2022

      This is not the impression we want you to have when printing a check, @Ariel 3.

       

      In QuickBooks Online, when you print checks, set the Adobe Reader as your default PDF viewer. This is part of the configuration when you're having issues with the alignment.

       

      For more insight, please consider checking out this article: Configure your print settings for printing checks in QuickBooks Online.

       

      If the issue persists, I suggest contacting our support team directly. They have the tools to check your account in a safe environment, and they can help find the root cause of your issue and find a fix.

       

      Here's how to reach them:

       

      1. Sign in to your QuickBooks Online company.
      2. Select the Help (?) menu.
      3. Choose the Assistant tab.
      4. Click the Talk to a human option.

      5. Select Get help from a human.

      6. Click either Chat with us or Have us call you button.

       

      Once everything is fine, you can utilize this resource to help write and enter checks. This is to ensure your expenses keep your checking account organized in QuickBooks: Create and record checks.

       

      Keep in touch if you continue to have printing issues. We want to make sure this is resolved for you. Take care and stay safe.

      S
      skitownlady
      May 31, 2022

      I have had the same problem, and quite by chance, I figured it out! You have to hit finish now, then go back and the changes you made to alignment will work. Not sure if it takes QBO a minute or two to catch up, or if you have to save the changes before they are implemented. Either way, after 100 sheets of paper, I logged out, then back in again, and it made all the difference. So I decided to see if I could avoid having to log out, and hitting finish now accomplished the same thing. 

      H
      HVAC GUY
      November 29, 2022

      Short answer...I fixed it, thanks to bits and pieces of what I read from participants on this thread...the advice from QB seemed same old same old....read the script.  My problem was with my printer set up (scale)...was set to 82%...set that back to 100% and continued with the QB alignment tool...now I noticed the incremental changes were greater...(and also struck me in retrospect, the problem checks font was smaller than usual).  Ultimately I returned the horizontal and vertical adjustments back to "0" and WALLAH!  PRESTO!  

      I only wish the suggestion to check printer setup scale is offered up front by QB.  BTW...I was very happy with my QB Desktop Pro 2019 (stand alone) program until, it stopped uploading QB) files, which I'm convinced was QB sabotage via updates.  

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