Question

Outlook Crashing when sending Invoice Emails

Forum|Forum|6 years ago
February 5, 2020
9 replies
0 views

This issue isn't constantly reoccuring but happens enough to frustrate my team when it does happen. When they try to email invoices, outlook says its not responding and then restarts. Sometimes Quickbooks itself will freeze and force us to shut down the computer.

We were able to fix it on one user's setup but the other isn't taking the fix. Fix used: https://answers.microsoft.com/en-us/windows/forum/windows_10-hardware/microsoft-xps-document-writer-download-for-windows/09eca09d-d4a0-4e3c-a8f9-70d6ab00926b?page=4

The other user uses Remote Desktop to log into a pc in the office because she is a remote user. We tried to use a 3rd party remote tool and still had the same problems.

Error in Event Viewer: quickbooks email invoice error addprinter failed add XPS printer driver 1802OS

QuickBooks Enterprise Suite

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ReymondO

Thanks for sharing your concern and resorting solution to help fix the issue, @SconetBryan.

There's an open investigation with QuickBooks (Desktop) when sending an invoice emails to outlook. Our product engineers are aware of this issue, and are now working hard to fix this the soonest.

I recommend giving our Customer Care Team a call to add your account details to the list of affected users. This way, you'll be updated as soon as a fix is implemented.

Here's how to contact support:

Go to the Help icon and select QuickBooks Desktop Help.
Select Contact Us.
Give a brief description of your issue, then select Continue.
We’ll provide you a few support options. Select which one is best for you.

You can always post here if you have more questions.

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SconetBryanAuthor

Well that is extremely frustrating. We've called Quickbooks support 4 times to go over the issues and were never told about this open investigation. I'm not sure how we would go about adding ourselves to the account when everytime we've called we are given a run around of basic QB troubleshooting.

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EBMECH12

I am having this same issue again! I re-posted with another user. QuickBooks support we need a complete resolution to the updates with Windows-Outlook-Quickbooks. I need the email service to work efficiently to save time and money. Please find a way to make this permanent instead of patches to the program?

Kristine Mae

I've checked our records, EBMECH12. The case is still open and it's being prioritized.

I'll share a few possible reasons why this is happening:

A damaged QuickBooks installation.
Domain admin is blocked.
Account settings from the email provider.

I can share some workaround to fix it. First, let's ensure QuickBooks Desktop software is in its latest release. We periodically provide maintenance release and updates to fix emailing concerns, add new features, and update compliance information.

Next, close all Outlook, then re-open it.

Then, create and send the invoice through email again.

If you're still encountering the same issue, please reach out to our customer care support. Just follow the steps provided my colleagues at the top.

We're just around if you need our help. Feel free to drop by anytime.

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Tony-Z

So this whole time I was told the issue was known and being worked on and in fact it is not?

All those faxes you list were previously gone through and confirmed. Uninstalled both QuickBooks and Office, reinstalled. Gone through the repairs. Spent several hours with QB support confirming all the settings. Spoke with both QB support and Microsoft supports and was assured QB was aware and working on the issue. I use this feature almost daily to send out invoices and keep track of what's been sent and when. The feature crashed Outlook almost every 3 email being set out. How do we get QB to look at this issue and start to find a repair?

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rd20201

Hello

I am not sure if my problem is the same but here is what I have been experiencing the last two weeks. When I try to send an invoice via email from the invoice screen QBs closes. When I try and go to Files>Properties>send forms to check the settings QBs closes. I am unable to send invoices to customers for online payment. I use outlook for my email and I am running Windows 10 64bit machine. Unfortunately this has added an additional layer of stress with everything else that is going on with COVID-19. I chatted with an someone via QBs help today for approximately 3 hours they had me try a few different things. The length of time it took was mainly due to the long wait time for additional instruction between steps. I was finally left with them telling me since I am running Desktop 2019 I would need to purchase a support plan before they would help me fix it. If I can not fix via this forum, I will just have to forgo using QBs as my payment processor since I can not justify additional cost of a support plan especially when this is possibly a know problem effecting many not just myself. If this sounds like the same issue others are experiencing is there a way to add me to the list or is there a fix? Thanks so much!

JoesemM

Hello there, @rd20201.

This isn’t the kind of customer service we want you to experience. As mentioned by my colleague above, there's an ongoing investigation about this issue. Rest assured that this has been reported and will be prioritized by our Engineering Team.

I highly suggest reaching out to our Customer Support Team so they can get your account information and add you to the list of affected users just provide the investigation number INV 0671. This way, you’ll be notified of any updates on the progress of the investigation via email.

In the meantime, we can set up and use webmail in sending your emails in QuickBooks as a workaround, here's how:

Go to the QuickBooks Edit menu and click Preferences.
Choose Send Forms.
Under My Preferences section, select Web Mail.
Enter your email address and select your provider from the Email Provider drop-down.
Select the Use Enhanced Security checkbox and select OK.
When prompted, sign in to your Intuit account.

See this article for detailed steps: Webmail to work with QuickBooks.

Due to the outbreak, we have limited staffing and have reduced our hours to 6:00 A.M. -6:00 P.M. PT Mon-Fri. Rest assured, we will resume normal hours as soon as possible.

Please get in touch with me here should you need additional assistance. I'm always here to lend a hand. Take care.

LieraMarie_A

Let's work together to get this sorted out, @GenTent.

One possible cause of this issue is that the pdf reader is damage. Several users were able to fix it by running the pdf repair tool. I'd be glad to guide you with the steps.

To start, you'll need to install the QuickBooks Tool hub. This tool will help you to look after common errors in QuickBooks such as company file damage, and program problems.

Here's how:

Download the QuickBooks Tool Hub file.
Open the QuickBookstoolhub.exe file. It gets saved in the download folder.
Accept the license agreement and hit on Install.
Click Finish.

From there, let's run the QuickBooks PDF & Print Repair Tool.

Here's how:

In the QuickBooks Tool Hub, select the Programs Problems tab.
Select QuickBooks PDF & Print Repair Tool.
Then, try to print your report again.

If you get the same result, you may reset your temp folder permissions. For more details, check this article and go to Solution 2: Troubleshoot PDF and Print problems with QuickBooks Desktop.

Before doing these steps, please make sure your QuickBooks release version is updated.

I also encourage you to reach out to our Customer Care Team to add your account to the list of affected users with regards to sending emails to Outlook. This way, you will get notified of any updates on the progress of the investigation via email.

Here's how to get in touch with a specialist:

Go to Help.
Click on Contact us.
Enter your questions or concerns and click on Let's talk.
Choose either Start a chat or Get a callback.

In case you need tips and related articles in the future, visit our QuickBooks Community help website.

You can keep us updated after trying these steps. Just leave a comment and we'll answer you as soon as we can.

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GenTent

I appreciate the response but I've been there, done that, in fact did everyone of the steps. Spent 1.5 hours on the phone with QB priority circle support on Friday and follow up on Monday. I was able to find the workaround on monday. All pdf's work except for invoices "save as pdf" and reports "print pdf". The tech agreed it looks like a bug in Quickbooks. I offered my setup environment for your engineers to test/recreate if they'd like.

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Mel63

remove the logo from you invoice template

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mlloydPA

I am a ProAdvisor and have discovered a workaround for this problem. I have also reported the solution to QB under INV-0671.

We are operating Windows 10 with 2019 QuickBooks Enterprise with the Manufacturing module installed with multiple users. The problem typically appears when a user turns on or restarts the PC, which resets the startup files.

When QB "freezes" while sending an Invoice or Estimate, do not CTRL-ALT-Delete. This can damage the database requiring a Verify/Rebuild Data. Instead, open Widows Task Manager, select QuickBooksMessaging and End Task. (NOTE: be careful not to end any other programs as this may require the PC to be restarted.) This action will release QB to continue as before. QB will automatically reopen QuickBooksMessaging. Next, when you attempt to send the email again, the New Email window should appear in Outlook.

As background information, QuickBooksMessaging is used to communicate with other users, connects to outside applications and monitors who is logged onto the database in multi-user applications. When logging on to QB and you receive a message that the user is already logged on, this is the culprit, due to an improper shutdown. Follow the same procedure above to resolve and logon.

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SconetBryanAuthor

Thank you for this workaround but do we have a RESOLUTION to this issue yet? It's been months and I know that with COVID, everything is sort of behind but this has been ongoing for my client since January!

I've never received a phone call from QB support even though I've added myself and a couple of my technicians to this ticket multiple times and there is nothing online.

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bigles6040

Quickbooks froze every time i tried to send an email or invoice. I had this problem for months across multiple versions of QuickBooks and outlook. was told it was xps document writer and temp files and all that. if you run into this try changing the template you use for invoices. Worked for me...goodluck

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BH68154

Wanted to reply to this issue with a more current update. I was also dealing with my QB crashing when trying to send an invoice (as of April 2021). I tried all of the suggested fixes posted in all of the forums, including being on call with QB Customer Support for hours. Someone posted in this forum that they created an invoice with a different template and then they were able to send their invoices. This was the solution that worked for me. I created a new basic invoice, without our logo, and was able to send an invoice with no issues.

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pmgmichael

Not only am I having an issue when trying to email an invoice, but all reports are now causing my outlook to freeze and not respond. Having to shut down and try again with no success. Very weird because I have three computers running the exact same window, Microsoft, and quick books. Everything was ok for a long time until a little over two months ago one computer had this issue and then just this morning a second computer has this issue. Just waiting for the third one to cease up and I will be out of business. I have talked to support and they tried for about two hours on the phone when the first computer had the problem and this morning when the second had it as well 2 QuickBooks support individuals told me to sign up and pay for a service plan and when QuickBooks figures out the problem they will fix it. Not real sure when that will be, but at least they have more of my money.

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paul83

I"ve been having this issue with two users for the past year or so. Haven't been able to fix it.

So far, I’ve tried the following:

Running the QuickBooks repair hub (Print & PDF Repair tool, program diagnostic tool, and quick fix my program). Sometimes it will work for a few hours but the next day the issue occurs again.
Running Outlook in online mode. Doesn’t work at all. Needs to be in cached mode
New Outlook profile
Temporarily gave her local admin rights
Full MS Office repair
Full QB Ent 2020 repair
Full removal and reinstall of QB including deleting the corresponding appdata folders
Logging in as a different QB user, even QB admin
Making sure .NET 3.5 and .NET 4.0 are installed and comparing the versions to workstations where it’s functioning.
QB Tools Hub repair option. This works but only for an hour or two.

What’s odd is that some of the fixes above seem to work temporarily but the next day or even a few hours later, it happens again. A lot of out clients use Quickbooks but I've only had this issue happen for two users so far.

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ChristieAnn 11

Hi there, paul83.

Welcome back to the QuickBooks Community. I appreciate you for performing some steps to resolve the issue of being unable to send your emails via Outlook. I'll ensure to share an update about the problem and route you to the right person to assist you further on this so you can get back on track.

The issue about Outlook crashing when sending invoices emails is currently tagged as an ongoing issue. Our Product engineers are now working to resolve this as soon as possible.

For now, you can try running both QuickBooks and MS Outlook as admin as a workaround.

Here's how:

1. Close QuickBooks Desktop. Then, open the Windows Start menu.

3. Type "QuickBooks" into the search. Then right-click the QuickBooks icon and select Open file location.

4. In the folder, right-click the QuickBooks.exe file and select Properties.

5. Choose the Compatibility tab. Then, select to check the Run this program as Administrator option.

7. Click Apply and then OK.

Then, I also recommend contacting our QuickBooks Desktop Support Team, so they can add you to our notification list. This will help our engineers determine the number of affected users. You'll also receive an update through email once this has been resolved.

Lastly, you may refer to this article to view possible reasons why Outlook is missing as one of your options and how to fix this: Fix Outlook is missing in send forms preferences.

Please let me know if you have any other questions while sending emails from QuickBooks. I'll be right here to help, paul83. Have a good one!

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Char20

After QB requested an update, We can't email our invoices to customers. If we had this problem before, we'd shut down the entire computer and reboot. Usually this worked to fix the email problem. It does not eork after the UPDATE. I have been printing the invoices and sending it using my printer, which copies, prints, scans to email . This us the only way I can get my clients their paid invoices. Counter-productive time wise.

JenoP

Hi there, Char20.

Can you tell us what happens when you email your invoices? Are you getting an error message?

We're asking these questions to make sure that we are giving you the right steps and information and steps to sort this out.

Please reply back to us to share more details. We look forward to it.

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scott_ciso

I'll chime in here as I've seen this issue for 4 years, and Intuit has done ZERO that I can tell to fix this issue. They quickly blame Microsoft updates but fail to point out that their code is fragile. Case in point, you only need to look in add/remove programs to see that they load 5 versions of Microsoft Visual C++ Redistributable, dating back to 2008!

What is Visual C++ Redistributable? It's a package that installs run-time components of Visual C++ libraries. These components are required to run C++ applications developed using Visual Studio and link dynamically to Visual C++ libraries. In short, one possible reason 5 versions are installed is that Intuit is attempting to support a significant amount of legacy code dependent on outdated and/or no longer maintained software libraries built by Intuit or another third party. The dependency on legacy libraries, whether specific to C++ or other development frameworks used by Inuit can create any number of negative user experiences...this email issue may just be one.

My company has over 18 years of experience as a QuickBooks Enterprise customer, we are currently on Version 23 (latest release), on a high performance server, with 10 users working from PCs that far exceed the recommended requirements, and we still see this issue off and-on, and each time the fix...or at least the supposed fix...is different. We have never been able to tie our issues to any MS updates; however, its always a possibility.

Lastly, current generation applications should not need to have repair tool run weekly! Intuit simply needs to do better! The support techs are not the issue, they can only work with what script leadership provides them. This is software engineering issue!

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