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Issues sending invoices

Forum|Forum|6 years ago
January 17, 2020
5 replies
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The issue: Whenever a user tries to send invoice they sometimes experience 1 of 3 issues. 1) Quickbooks freezes and they are forced to end the program ad start over. 2) Outlook crashes and they have to close out of quickbooks and relaunch both programs. 3) the whole computer freezes and they have to restart their PC. This is very intermittent, sometimes never happens, sometimes over 10 times a day. This issue is affecting our entire site (3 users). All three users have different PC's but same-ish specs.

Specs: All users have Dell machines, one is a Latitude E5550, the other two are Dell Optiplex 3060s.

All computers are using QB Desktop 19, Windows 10 1903, Office 365, Adobe Acrobat DC pro.

Trouble shooting steps: I have made sure that outlook is the default email app. Made sure all firmware and software is up to date. I have installed Quick books Tool Hub and ran every tool that thing had to offer. When i called Quickbooks about the issue we ran though a lot of troubleshooting steps for almost 3 hours. There are clear errors in the event viewer(EV) when the issue appears however the QB tech told me that they dont use EV as a source of issues. Finally when we couldn't get the issue resolved I was told to use a different supported mail app.

This is not exactly a satisfactory answer as the whole business uses Outlook as its standard email application, and QB supports outlook as a usable app.

Has anyone has this issue and if so how did you resolve it?

QuickBooks Desktop

Best answer by Sean_penny

I'm having the same problems. It's not his computer.

I have to end-task QB to get out of it.

After calling QB customer support they told me i needed to be added to case.

Apparently there isn't anything I can do QB is actually broken.

Contact support tell the tech you need to be added to an open support case.

Give them number INV-0671.

And then wait for a resolution...

https://quickbooks.intuit.com/learn-support/en-us/other-questions/re-outlook-crashing-when-sending-invoice-emails/01/477064#M34224

Here is a thread my boss made on the subject.

AlexV

Thank you so much for the providing the troubleshooting steps you've done, Sean_penny.

We can repair your QuickBooks Desktop to resolve this freezing and crashing issues. Make sure to create a back up file. Once done, you can follow these steps:

Open your Control Panel and select Programs and Features.
Select Uninstall a Program, then choose QuickBooks.
Select Uninstall/Change.
Click Continue, or Next. Select Repair, then Next.
Once it's done, select Finish.

Also, I suggest uninstalling it if this behavior persists. This fixes any errors in QuickBooks Desktop when we reinstall it.

Comment below if you need further assistance with this. I'm always here to help.

S

Sean_pennyAuthor

Ive already tried a repair, and a full uninstall/install

J

JamesDuanT

Hello Sean_penny,

Based on the results of the troubleshooting steps provided by AlexV, it'd be best to reach out to our Technical Support Team. They can pull up your account and further investigate the issue.

Click Help at the top menu and select QuickBooks Desktop Help.
Click the Contact Us button or the QuickBooks support hyperlink.
You can go to this link as alternative, too: https://help.quickbooks.intuit.com/en_GB/contact.
Select QuickBooks Desktop as your product.
Click the Continue as a guest button.
Select the QuickBooks Desktop version you're using.
Go to the first section and click the Search for something else button.
Enter the details and click Search.
Go to the second section and select from the available options to reach them.
Enter the necessary details to complete the request.

You can always get back to us if you need anything else.

M

MacMarty

since I have updated my invoice email does not send. I have changed my password with outlook but still with no sucsuss. Please help

Kristine Mae

I want to ensure you'll get the best help with concern, MacMarty.

The information shared by Sean_penny is an open investigation specific for QuickBooks Desktop US users only.

Please follow the steps provided by AlexV and MaryJoyD to fix your concern.

Although, if you're still encountering the same issue, I'd suggest reaching out to our customer care support so an agent can investigate further. Just follow JamesDuanT's steps on how you can get in touch with us.

Once it's fixed, you can create invoices and send them without issues.

You're always welcome to post in the Community if you have other concerns. Don't hesitate to reach out to us.

P

papahobo

Any luck with this? I'm having the same issue.

R

RRPELLET

I know this is an old thread, but there was some good information in here (and in other threads I came across). I am posting this as I had the same issue.

I've seen a lot of postings that suggested that QB Desktop wasn't compatible with Windows 10, and/or Office 365, possibly because of a particular Windows update or because Windows 10 comes with .NET 4.8. I support a lot of accountants and bookkeepers (plus I use QB myself) and I believe QB works just fine with all that - Win10, .NET 4.8, and Office 365). I would have my phone ringing all day if it wasn't...

This has been recommended earlier in this thread (Alex), but I want to emphasize it because it kind of (but not really) makes sense: uninstall and reinstall Quickbooks!

I found a document somewhere (written by a QB employee) that suggested that QB installs different components depending on what it detects is on the computer. (If you don't believe that, I don't blame you - it's a dumb way for an installer to work.) So, if you set up your computer and install QB BEFORE Office, it might not put the required components in place to work with Outlook. (Like I said, it's dumb. I"m not even sure it's true, but this worked for me.)

When I set up this computer for this client, I have no idea what order I installed the programs in. It's never been something I paid much attention to. Anyway, because I had tried about a zillion suggested fixes already, I did the uninstall and reinstall. Had to run File Doctor on the client's two company files because they wouldn't open. File Doctor said it couldn't find anything wrong, but they opened fine after.

Anyway, that's my long frustrating story. QB Support might tell you it has nothing to do with the installer not installing certain bits if it doesn't detect Office during the install. If they say so, believe them, not me. I didn't write the software, but I do support it. In the support business, WHY isn't near as important as HOW TO FIX.

I hope this helps someone out there...

R

Ryan_M

Hi @markscacco,

It's great to hear that the steps provided by my colleague @MaryLandT have resolved your query.

Please know that we're always around to assist, whenever you need it. You can come back to the Community whenever you have other questions. I'll be sure to get back to you.

M

markscacco

@Ryan_M wrote:
Hi @markscacco,

It's great to hear that the steps provided by my colleague @MaryLandT have resolved your query.

Please know that we're always around to assist, whenever you need it. You can come back to the Community whenever you have other questions. I'll be sure to get back to you.

Hi @Ryan_M To clarify, it was not @MaryLandT 's steps that worked. It was @JMCole 's suggestion to change image file types to .TIFF.

M

M00S389

We had this issue as well on one of work stations earlier this week.

The issue was resolved by disabling Hardware Graphics Acceleration within outlook.

Outlook > File > Options > Click Advanced in the left bar of the now open dialogue box >then check the Disable hardware graphics acceleration option in the Display section.

I hope this helps anyone else who had this issue.

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