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amy10
October 13, 2022
Question

Customer Screen/Invoices Lagging

  • October 13, 2022
  • 1 reply
  • 0 views

I am a CPA with access to multiple clients under my QBO login.  One specific client is having issues with the customer screen.  The screen either takes forever to load or freezes and closes QBO.  If it does finally load, the customer invoices load in the same manner.  My client is getting frustrated because they have to spend so much time waiting for screens to load when they have invoicing to get done on a timely basis.  They have tried to call QB support and was told it is an "issue overseas".  The email my client received from QB supports says they are working to resolve the "QBO UK - Latency when viewing sales".  I'm not sure what that means since we are located in the US.  I've logged into my other clients that invoice from QBO and their customer screens/invoices are having no issues.  Any idea as to what could be occurring and how to fix this issue?

1 reply

MaryLandT
MaryLandT
October 13, 2022

I appreciate you sharing details about the issue your client is facing right now on the customer screen, amy10.

 

Let me help fix this for you. Since this is only happening to one client, let's check if this is a browser-related issue. You can start by letting the client access QuickBooks via a private or incognito browser. And, let them work on the customer's screen.

 

If it works good, let the client go back to the default browser and clear the browser’s cache. A browser’s cache saves files on your computer to load websites faster on your next visit. But over time, it also gets outdated which can cause issues. 

 

Follow the steps to clear cache for their default browser.

 

 

After clearing cache, make sure to let the client restart the browser for changes to take effect. To have the best and most secure experience with QuickBooks Online, use a supported, up-to-date browser.

 

If it didn't work, I'll let you contact our QuickBooks Live Team and report this issue. They can create a new case to further investigate the access of your client.

 

I'm leaving these articles to help your client organize and manage customers transactions in QuickBooks.

 

 

Get back to me if there's anything else you need. Just click the Reply button below and we'll get back to you.

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