Question

QB PRO 2021 closes if I try to email

Forum|Forum|5 years ago
January 27, 2021
6 replies
0 views

So first of all I have the latest QB version, the latest windows updates and I have installed, repaired, des-installed and reinstalled QB again. My version is desktop pro 2021.

If i try to email someone, it just freezes for a minute and quicks me out of QB, if I go to preferences ->send forms same thing, QB closes completely.

I'm not sure if related or not but my logo is gone from invoices and estimates.

no error screen at all.

I have been trying everything for hours, even the chat support, I got nowhere.

I was using gmail to email people and no problem for months, I'm not sure what changed, and even if I wanted to change my email provider, I can't access to that section on preference to make any changes.

QuickBooks Desktop

RenjolynC

I appreciate the troubleshooting steps you've done from your end, Talk to someone.

I'd like to share some details and solutions to help you fix the email issue. This behavior has something to do with the Windows and Microsoft upgrades they make from time-to-time. You'll want to check the system requirements for QuickBooks Desktop 2021 for more details.

Since you have updated your QuickBooks Desktop to the latest version, you can do the following options:

Change the file type of your logo in QuickBooks from JPG to PNG, or edit the form template and un-check the Use Logo option to remove the logos
Uninstall the KB4560960 update in Windows 10.

I've got this link for reference: QuickBooks Desktop for Windows freezes when trying to email or print.

If you're still getting the same result, we can reset your Intuit ID to refresh the settings within your company by following these steps:

Go to the Help menu.
Select Reset Intuit ID settings.
Type YES to confirm and click OK.
Choose OK after reset is successful.

Once done, let's set up your email account again by following these steps:

Go to Edit > Preferences.
Select Send Forms from the left panel.
Choose My Preferences and use QuickBooks E-mail.
Go to Check for valid subscriptions.
Follow the onscreen inductions until we've added and connected your email provider.

I'm also adding this article as a guide: Connect your email to QuickBooks Desktop.

Please let me know how it goes. I'm just a post away if you have other questions or concerns. Thanks.

T

Talk to someone 11Author

Hello,

thank you for your reply. so I erased the logo completely as a first step. I have no logos on my invoices or estimates.

then I tried to uninstall the KB4560960 but this was not on the list of updates on my windows, so that was no an option.

I was successful on resetting the intuit ID, but I can't access to "send forms", I can open all the other tabs on my preferences but if I click "send forms" it freezes for a minute and then closes the program completely, no error or anything.

MariaSoledadG

Let fix the freezing issue so you'll be able to successfully send the form, Talk to someone.

You can end all the running QuickBooks components on your Task Manager. Here's how:

Go to your Task Manager then highlight all applications that start with .qb, QuickBooks, or Intuit.
At the bottom. Click End Task.
Close Task Manager window.

Then, restart your computer. Once done, install and run the QuickBooks File Doctor tool which can help you fix any unexpected problems within the company file.

From the tool hub, select the Company File Issues tab.
Select Run QuickBooks File Doctor. It can take up to one minute for the file doctor to open. Note: If the QuickBooks File Doctor doesn't launch, search for QuickBooks Desktop File Doc and launch it manually.
In QuickBooks File Doctor, select your company file from the drop-down menu. If you don’t see your file, select Browse and search to find your file.
Select Check your file (middle option only) and then Continue.
Enter your QuickBooks admin password and then select Next.

The scan time depends on your file size. In most cases, it can take up to 5 minutes. Once the scan finishes, open QuickBooks and your company file. Your issue may have been resolved even if the scan says it was unsuccessful.

You'll also want to read these helpful articles for more information pertaining to QuickBooks Desktop.

Keep me posted on the process. Please touch base with us if you need anything else.

bahamabreeze

I am running QB Pro 2020 desktop. I have the latest updates installed as well.

I have been having the same exact issue as talktosomeone, right after I attempted to update our logo to a new logo. BTW, the new logo is showing properly on the template in the layout format page but when they print, they are cutting off all but the top left third of the logo.

However, once I attempted to update the logo, I was no longer able to email. When I attempt to email an invoice, paystubs or any other document, the same problem happens as is happening to coffeelady and talktosomeone, the screen freezes and then says unrecoverable error. I have sent multiple reports to IT regarding this issue and what I am trying to do at the time it happens, so hopefully they are working on this problem.

I found a webpage by Stellar that had several options to try - https://www.stellarinfo.com/blog/fix-quickbooks-error-6123/

The first two did not work for me but the third option did. I copy and pasted my QB file to another location and then opened it in quickbooks and I was able to email 127 invoices.

However, I have still been dealing with the logo issue and then the emailing stopped working again. I once again moved the file to another location and it would email again. But the logos are still missing. Hopefully, I will get that fixed soon and will not have to keep moving the file location. Not sure if the problems are related but it sure is a coincidence.

C

chowchowlover

I also had the exact same problem. I called Quickbooks to troubleshoot, and they were unable to fix it following all of the steps suggested. I feel like I should be given a new free software, but Quickbooks would not do it. The email feature is used alot. If it does not work, then i feel like I am not getting everything I paid for.

P

pburger

I had this same problem recently. I am using QB Pro 2019. My operating system is Windows 10 64-bit. I am using gmail for emailing invoices. After a couple of years of flawless operation, QB would just close when I tried to send an email. If I tried to go into SendForms to change the settings, QB would just close.

The fix for me had nothing to do with my logo on the templates or anything like that. I simply changed the program to run in Windows 8 compatibility mode. That did the trick! Everything is back to normal. Emails work fine again.

So, why did this happen? Maybe a Windows update? Or maybe something else? I did recently run Avast Cleanup. Whatever caused it, running in Windows 8 compatibility mode took care of it.

Right-click on the shortcut and select Properties. Then select the Compatibility tab. You can either just check the "Run this program in compatibility mode for" box and select Windows 8, or you can click the button to "Run compatibility troubleshooter". I ran the troubleshooter and the end result was to set it to run in compatibility mode for Windows 8.

I hope this helps somebody.

C

CharleneMaeF

This solution is helpful, pburger.

One possible cause of this issue is QuickBooks Desktop isn't updated to the latest release. This keeps the program up-to-date to have the latest features and fixes.

Here's how:

Go to Help and select Update QuickBooks Desktop.
Select Update Now, then click Get Updates.
Then, close and reopen QuickBooks.
Once asked to install the update, select Yes.
When the installation finishes, restart your computer.

For more details, please see his article: Update QuickBooks Desktop to the latest release.

Also, QuickBooks Desktop 2019 is no longer supported. This can also cause issues in the program. You may want to check our system requirements to ensure you have the best experience.

If you'd like to upgrade to the newest QuickBooks version in the future, you can use our 30-day trial to know if it's the right one for you.

Please keep us posted if you need additional assistance when emailing your invoices. We're always here to help you out.

J

JMaassen

I have the same exact issue. I have version 2020 Its been well over a year and I have no logo.

Anytime I've tried to get help from Intuit, they just want me to upgrade to a newer version. No one has been able to help me.

R

RoseJillB

Allow me to chime in on this thread to assist you further, @JMaassen.

Beforehand, the reason why the Customer Care Team you spoke with offered to upgrade your subscription is because QuickBooks Desktop (QBDT) 2020 software will be discontinued after May 31, 2023. This also means you won't receive critical security updates starting June 1, 2023.

In your case, we can perform troubleshooting steps. First off, please make sure your QuickBooks Desktop is up to date as well. Then, let’s utilize the Quick Fix my Program from the QuickBooks tools to fix your QBDT. Before that, you’ll want to download and install the QuickBooks Tool Hub. Here’s how:

Close your QuickBooks account.
Download the most recent version of the QuickBooks Tool Hub, then save the file somewhere you can easily spot it.
Open the file you downloaded (QuickBooksToolHub.exe).
Pay heed to the onscreen prompts to install, then agree to the terms and conditions.
When the installation completes, click the icon on the Windows desktop to open the tool hub.

Then, performs the steps below to repair your QuickBooks.

In the QuickBooks Tools Hub, select Program Problems.
Click Quick Fix my Program.
Retry installing QuickBooks.

Let me know if you have more concerns with any QuickBooks-related matters. Stay safe!

T

travellover

i have 2020 desktop pro, would gladly buy new desktop pro but intuit greed only want monthly payments

i cannot send invoices anymore, changed my email to google and it worked again 1x, then back to memory errors. called support, 2 hours and nothing, called again 2 hours trying everything other guy did and obviously same results. was told it would be escalated, and they were there for me and she was going to call me back with an answer. still waiting weeks later. called again got very rude person who told me my name was not right, yeah i know my name, told be the acct numbers i read off the screen were wrong, yeah NO.. told me i had not paid my subscription for online, don't have one, told since i did not pay they shut down email as it was online only now. so what i am told is pay up or we are holding your business hostage. i have had QuickBooks going back to mid 90's and used to buy new edition every year or 2. i am 67 and cutting back on my work, no big company, no employees, no payroll, just income, expenses and sales tax. why would i want t pay QuickBooks $504 a year to email invoices. i would not spend that is stamps in 2 years.

this is a lie because i looked up the error and it has been around for years. I just want to email my invoices and statements, not run Exxon on my home computer.

bahamabreeze

One work around is to just print the invoice as a pdf and then email as an attachment from your regular email account.

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