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JT-VLS
December 5, 2023
Question

PDF when emailing broken, but fine when printing

  • December 5, 2023
  • 2 replies
  • 0 views

Went from Enterprise 21 to 24 this past weekend, and are having an issue with the PDF that generates when emailing out of QB. Screenshot attached. The PDF that generates from the Print menu looks fine.

Most people use QB via a terminal server/RemoteApp, and that's what is broken. The couple local installs of QB are fine, which points to a very specific issue on the terminal server with whatever QB uses to create the PDF for emailing.

 

What I've done:
Run Tool Hub's Print & PDF Repair Tool

Repair install of QB 24

Un-install and re-install QB 24

Wasted hours on the phone with QB support

 

We've emailed fine out of QB for years on 21. Help.

    2 replies

    J
    JanbonN
    December 5, 2023

    Welcome to the Community, @JT-VLS. I appreciate the troubleshooting steps you've made so far and thank you also for the screenshot you've provided.

     

    Allow me to share some information about the terminal server. This is a central server that allows multiple users to access QuickBooks Desktop (QBDT) and the company file without installing the application on each computer. Since the problem started after migrating to Enterprise 24, we need to ensure that your terminal server is compatible with the system requirements of Enterprise 24. Also, make sure that your Adobe Reader or Acrobat is updated, as QuickBooks uses this program to send and generate PDFs.

     

    If you have met all the requirements and are still experiencing the issue, I suggest contacting our Customer Support team again for further investigation. They possess the necessary tools to check and provide you with instructions and information to solve this problem.

     

    Additionally, here's an article on how to personalize your forms: Use and customize form templates.

     

    Please comment on this thread if you have any additional questions about your files in QBDT. I'm here to provide you with guidance and assistance. Have a good day.

    J
    JT-VLSAuthor
    December 7, 2023

    Terminal server does at least meet the minimum requirements for QB24.

    Adobe reader wasn't installed (on the local install either, that is working), however I installed it on the terminal server, and nothing changed.

     

    I did launch QB21 and the backup company file that was made prior to upgrading to 24, and that one creates the PDF and emails fine on the same terminal server, so it really is something specific to the 24 install on that one terminal server.

      R
      RaptorResins
      December 29, 2023

      Ours doesn't work on 24 either. Installed on 2 separate computers. PDF error on both.
      Adobe on one. Not on the other. Doesn't matter.
      Also tried tool program thing (ran all of them), re-install, install troubleshooting.... nothing fixes it on laptop or desktop stand-alone.
      QB has a problem....


      R
      ReymondO
      December 29, 2023

      Thanks for joining the thread and following the suggestions above, @RaptorResins.

       

      Since you're still getting the same results after performing the suggested troubleshooting steps, I'd recommend reaching out to our QuickBooks Support Team. This way, they can review your account and diagnose the possible cause of the issue to fix it.


      Here's how to connect with them:
       

      1. Go to Help and select QuickBooks Desktop Help/Contact Us.
      2. Click Contact Us.
      3. Give a brief description of your issue, then select Continue.
      4. Sign in to your Intuit account and click Continue, then Continue with my account.
      5. We'll email you a single-use code. Enter your code and click Continue.
      6. If you have more than one account, select the account you want to use and then Continue.
      7. Choose to chat with us or Have us call you.

       

      You can also review our support hours to know the best time they are available.

       

      If you have any additional questions about PDF errors, just add them to the thread and I'll help you out. Have a good one. 

      J
      JT-VLSAuthor
      December 30, 2023

      I've reached out to support 3 separate times about this, they haven't been able to solve it yet...

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