Payment Summaries do not send after upgrading to QuickBooks Hosted 2012/13 R3

Legacy KB ID: 4630

Question

I have just upgraded to QuickBooks Hosted 2012/13 R3 and sent Payment Summaries and Customer Statements that were prepared before upgrading.  QuickBooks said the emails were sent but none of my employees or customers have received an email.  Why?   

 

Answer

When you prepare Payment Summaries and Customer Statements for emailing, the PDF documents are stored in a version-specific location.  When you upgrade to the latest version, the emails waiting to be sent can no longer find the associated PDF document and corrupt the email record.

A message that the email is being sent is generated when the email process is started, but the email is never sent. 

A corrupt email record will still be present in Send Forms to Email, but it will not be visible.  The corrupt email will prevent you seeing other emails.  If there are corrupt emails further in the list, then you will only see emails down to the first corrupted email. 

 

Solution

You must clear corrupted emails in the Send Forms to Email List to be able to view the full list of emails to send.

When you exit Send Forms to Email, QuickBooks will delete the corrupted email.  However, QuickBooks can only delete one email at a time.  You will need to enter and exit Send Forms to Email a number of times until the last of the emails is displayed and all corrupted emails are deleted.

 

Detailed Instructions

  1. Go to File > Send Forms.

2.    If you have other forms to send (eg Invoices, Remittance Advices), send those forms.

  1. Exit the Select Forms to Send window.  This will delete the first corrupt email.
  2. Create a flag file to use as an end-of-list marker in Send Forms to Email list:
    1. Create a dummy employee with print method set to Email;
    2. process one pay for a date later than the Payment Summaries;
    3. Prepare a Payment Summary to email for the dummy employee;
    4. When this email appears in the Send Forms to Email list you will know you have reached the end of the list and that there are no more corrupt emails. 
  3.  Go to send another email:  File > Send Forms > then click ESC.  The next corrupt email will be deleted.
  4. Repeat Step 5 as many times as you have employees with payment summaries to email. This can be in excess of 100 times, depending on how many employees are in the file.
  5. Check the Select Forms to Send window – does your dummy employee appear on the list?
    1. If Yes, all corrupt emails have been deleted;
    2. If No, there are still more corrupt emails to delete.  Repeat Step 5 until the newly created email is visible.   
  6.  Recreate all other employees’ Payment Summaries and customer statements to Email and Send.  Delete your dummy employee’s pays and record.

 

 

Additional Note

After deleting all corrupt emails you may be left with a list of good Payment Summaries to Email.  You may if you wish send these.  However, before doing so you will need to identify which Payment Summaries were corrupted and need to be recreated.   If there are more than one or two corrupted emails it will be easier to recreate all Payment Summaries to ensure that all employees receive their Payment Summaries. 

 

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