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FORDOF
January 17, 2023
Question

Customer Letters not opening in Word

  • January 17, 2023
  • 15 replies
  • 0 views

I'm trying to create customer letters in QB Desktop and it says it's preparing the letters but word never opens up.  I'm currently using Quickbooks Premier Non Profit 2020.  I've tried many troubleshooting things, made sure all my settings were correct.  I thought maybe it was the template but none of the templates are working.

 

Any ideas? Input would be appreciated!  Thank you

    15 replies

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    DFB
    February 25, 2023

    I am having the same issue and have tried all of the suggested fixes. Please advise.

      JoesemM
      JoesemM
      February 25, 2023

      Hi there, @DFB.

       

      I appreciate you joining the thread and trying the possible fixes to resolve this issue. Allow me to chime in and help you route to our support.

       

      Updating your QuickBooks Desktop to the latest release and performing the Verify Rebuild Tool should fix the issue of the inability to open customer letters in Word. Since none of them work, I recommend contacting one of our experts. They can pull up your account to check unforeseen conditions of your company file and perform a screen-sharing session for further isolation.

       

      Here's how:

       

      1. In your QBDT account, select the Help menu and choose QuickBooks Desktop Help.
      2. Then, click Contact Us.
      3. Enter a brief description of your issue and select Continue.
      4. Log in to your Intuit account and click Continue. Then, select Continue with my account.
      5. You'll receive a code. Enter it and select Continue.
      6. Next, choose either Chat with us or Have us call you.

       

      You can use this link as a reference to get their contact details: Contact the QuickBooks Desktop Customer Support Team.

       

      I'm adding these articles that will guide you in personalizing your email templates in QuickBooks:

       

       

      Let me know how the contact goes, or leave a comment below if you need anything else. I'll be right here whenever you need my help.

      S
      smckelvry
      February 27, 2023

      This does not work. My QB is updated & have tried this. QB experts verified this does not work & they are working to fix the issue. I assume the newest update actually caused the issue, since it worked fine before the update 

        M
        MarcieB
        March 1, 2023

        Unbelievable. I just discovered today that I am having the same issue as everyone else here, and I am absolutely appalled that Intuit has not provided a fix and is still asking users to go through all the ridiculous steps that don't work after more than a month since they acknowledged the issue. This is completely unacceptable and needs to be fixed IMMEDIATELY. Given what we pay for the software, it is inexcusable that they have not addressed this in a timely fashion. 

         

        In the meantime, the only workaround that I can see is exporting needed Customer data to Excel and using the Mail Merge function in Word. This is an incredibly frustrating and time consuming option, but I simply don't know what else to do as I need get this mailing out today.

         

        I will be contacting Customer Care and requesting at least a partial refund on my renewal fee for this hassle - but that will have to wait until I have time since I now have to spend hours to create a mailing that should take minutes.

          E
          Edward Koenig
          March 1, 2023

          I've had the problem since mid January as well. Still waiting for a fix to be posted TO THIS TOPIC THREAD. I've already lost valuable time and I can't spend 2 hours on the phone with tech support, explaining something that 100 other users have already discussed.

            G
            goldfishpub
            March 2, 2023

            Same here. I do find it strange though that Word will open to edit a template, just not to "Use Template." Hope they fix it soon, especially considering the tripled cost of this software over the past few years. Not about to switch to the Online version, which costs even more, with less features. Been using QBDP for 20 years and never encountered this issue before. Not to mention others, such as Tax Form Worksheets in Excel export giving me errors, and more. I have 2023 QBDP and Word 365, new computer, can't get it more "up-to-date." Shouldn't the newest versions of software be the best performing ones???

              P
              pingrong
              March 8, 2023

              This would be the weirdest solution. This email is what I got from tech support: 

               

              I created another admin account on my computer. Believe it or not, I was able to generate a few customer letters.  It still doesn't work in my primary account though. 

               

               

               

              Dear Valued Customer, 

              We apologize for the delay in finding a resolution to this issue.  Please know that we are still working to identify the cause and will provide updates if more information becomes available via email. Thank you for your continued patience regarding this issue.

              During our investigation we have seen a couple things show positive results with impacted users:

              1. Update QuickBooks and Office to their latest releases. Both programs have released updates recently, and once on the latest release it can resolve issues you are experiencing. Please work with your IT professional if you are not comfortable performing these steps on your own. 

              For QuickBooks use https://quickbooks.intuit.com/learn-support/en-us/help-article/update-products/update-quickbooks-desktop-latest-release/L7qUzlW1k_US_en_US?uid=lerg4hu2

              For Office use https://support.microsoft.com/en-us/office/install-office-updates-2ab296f3-7f03-43a2-8e50-46de917611c5. Once installed you can verify if you have the latest release by checking https://learn.microsoft.com/en-us/officeupdates/update-history-microsoft365-apps-by-date. 


              2. Creating a new Windows user has also seen positive results. This issue seems to mainly impact the primary admin user of the computer, so creating a new Windows user could help. For help with creating a new Windows user it is suggested to work with your IT professional or you can follow instructions from Microsoft's website https://support.microsoft.com/en-us/windows/add-or-remove-accounts-on-your-pc-104dc19f-6430-4b49-6a2b-e4dbd1dcdf32.



              QuickBooks Care Team

               

               

                B
                bobbie1006
                March 9, 2023

                I am experiencing the same issue.  I was able to use the letter templates through Word feature back in January.  As a company and for cost savings, we decided to eliminate our other CRM software and use QB strictly for our customer correspondence.  We did mass amounts of manual data entry into QB to make this transition, and now we are unable to print letter is Word.  Super frustrating!  I have tried both rebuilding our data file and the ToolHub recommendations.  Word and QB are both up-to-date.  Nothing has worked to correct this issue.  QB please help!

                  J
                  JamesAndrewM
                  March 9, 2023

                  Thank you for connecting with us here, Bobbie. Know that this isn't the experience we want you to have. Also, I commend you for trying all those steps.

                   

                  For now, it is best to connect with our QuickBooks Desktop Support. So you can be added to the list of affected users. They also have additional tools to pull up your account and do a screen share. 

                   

                  To speak with one of our experts from QuickBooks Desktop Payroll. Please follow the steps below to contact support:

                   

                  1. Click Help at the top menu bar, then select QuickBooks Desktop Help.
                  2. Select Contact us and then enter that you get Reminder prompts and Continue.
                  3. Then choose to Message an Agent or Talk to a Specialist.

                   

                  Please refer to this article for additional details: Contact QuickBooks Desktop Support.

                   

                  You can utilize this article to learn more about handling checks: Create, modify, and print checks in QuickBooks Desktop.

                   

                  Please don't hesitate to reach out if you need assistance with QuickBooks-related concerns. Have a nice day!

                  E
                  Edward Koenig
                  March 13, 2023

                  I am also happy to report that my QB Desktop Pro 2018 is also now reconnected to MS Word and exporting documents correctly.

                    B
                    bobbie1006
                    March 15, 2023

                    I wanted to share a success that I just had with this issue.  When I attempted to run my Customer Letters through QB Desktop Premier 2021, I was receiving a Windows Security Virus & Threat protection warning.  Essentially, Windows Security Defender was blocking this action.  I ran a Windows update, and then had our IT person "whitelist" the qbword.dot app.  And after this, I was able to create my Word letters again!!

                      M
                      MH142
                      March 20, 2023

                      I think it is working now.

                       

                        G
                        goldfishpub
                        April 2, 2023

                        Really? Which products are you using? Still not working for me. Using QuickBooks Desktop Pro Plus 2023 and Microsoft Word 365. Both are completely up to date. 

                        M
                        MH142
                        April 2, 2023

                        QB 2021. I gave it try last week and it worked.

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