Upgraded to 2018, some customers with big history not showing records later than Dec 2009

Just upgraded to POS2018 R5 from v12 over the labor day weekend. For customers with a lot of history (we do 100-200 sales a day, and 20% are probably customer/house accounts) having an issue viewing receipts. When I view those "bigger" customers, the only sales history I see is from Dec 2009 and earlier. When I search all sales history from last week, let's say, I can see those customers' sales but not on the customer screen nor on the "new" sales screen with the history being in 2009. Called customer support, they said they've heard of this issue but don't know how to fix it, except to send my company data to tech support for them to fix it - uh, hello - I'm a retailer and can't shut down my point of sale for even a few hours for Intuit to fix their error on an mandatory upgrade that screwed up my data. I have been "assured" that the history is still there, I just can't see it in the normal way - got me very concerned about my data integrity. They said the next update MAY fix the issue - MAY? That is total BS, and need some suggestions on how to move to a different POS system that isn't so unstable yet works with back end Quickbooks accounting and easy for my staff to relearn


Hi Welden Hardware,

Thanks for providing detailed information about the situation you're dealing with QuickBooks POS v18. Let's get to the bottom of this and make sure you can see all of your customer transactions again. 

I've look around here and found related reports about this. Our Point of Sales team are working hard on resolving it as soon as we can. 

However, other users are able to resolved similar concern by running the Verify Data utility. It can help find missing transactions after upgrading a file to a newer version. 

In case you haven't tried yet, let's perform this first on your account. Here are steps to help you out:

  1. Make the Debug mode accessible:
    • Go to the Help menu, then click About QuickBooks Point of Sale.
    • In the Point of Sale information window, simultaneously press Ctrl+Alt+D+on your keyboard.
    • Select OK to close the information window.
  2. Run the Verify utility:
    1. Go back to the Help menu, select Debug, then Verify Data.
    2. After it completes, check the validation window to verify any issues.

Check out this article for more information: Run Verify Data utility.

If the validation is successful, you can try viewing your customer transactions again. If the same thing happens, we would then ask for you to send your company file to us so we can check what's causing this to happen. 

I see where you are coming from and the reasons that sending your file in is not ideal. But we also need to make sure this gets taken cared of right away for you to avoid dealing with the same thing in the future.

To do so, please contact us again. If you have one, I would also suggest keeping a case or ticket number handy from your previous call so you don't have to re-explain the situation.

You can reach us by clicking the Contact our Intuit Support Professionals drop-down arrow and go to 5. Point of Sale of this article: Intuit QuickBooks Desktop & Point-of-Sale software support policies.

Thanks for your patience. I'm always here if there's anything else you need help with.

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