Question

Is anyone having problems accessing attachments in mobile devices?

Forum|Forum|1 year ago
March 24, 2025
9 replies
71 views

I get a blank screen with the attachment name and a description of "PDF document Zero KB"

QuickBooks Online

QuickBooks Team

We can update your QuickBooks mobile app to ensure you have the most recent information, Chris. Let me explain why you are encountering the PDF document Zero KB error and guide you through the steps to fix it.

The Zero KB message and a blank screen indicate that the file was not uploaded, downloaded, or saved correctly. A file size of Zero KB suggests that the document is either empty or corrupted.

To verify, please double-check whether the file is indeed empty or corrupted. Once confirmed that your file is intact, let's refresh the app data so you can see the most current information.

For iOS Users:

Open your device’s Settings, then tap General.
Select iPhone Storage and find the QuickBooks Online app.
Tap Offload App.

For Android Users:

Navigate to the Home Menu or tap the three dots in the upper right-hand corner.
Select Settings, then choose Refresh Data.
Press Yes to confirm.

After that, open the file again to see if it still shows the same issue. If the problem persists, I suggest uninstalling and reinstalling the QuickBooks Online mobile app to help us resolve data issues.

Additionally, consider opening the attachment in a web browser, as it can often bypass potential display errors.

Once the issue is resolved, you may want to check out this article to learn about the mobile app features and how to receive invoice payments:

We appreciate your patience as we work through this together, Chris. Should you encounter further challenges, don’t hesitate to connect with us. We’re here to help you every step of the way.

C

CHRIS445Author

I just wrote a lengthy reply but can’t see that it posted.

R

Ronaldbbb

It looks like the attachment isn't loading properly on mobile devices. The issue might be due to:

Corrupt or Empty File – The attachment might not have uploaded correctly, showing as "Zero KB."
Browser Issues – Try opening it in a different browser or clearing cache and cookies.
App Restrictions – If using a file manager or PDF viewer, ensure it's updated and has permissions.
Server/Website Issue – If this is from an email or cloud storage, try downloading on a desktop first.

If the problem persists, try re-uploading the file or using a different device to access it.

K

KinseyJA

YES!!!

im having the same problem!

I’ve spent numerous calls and hours with customer service since last week and today I was told that there was nothing that they can do for me.

L

LouiseG12

QuickBooks Team

I recognize the hurdles you've been through attempting to rectify this issue, KinseyJA, and I appreciate your efforts for performing the troubleshooting steps. I'm here to ensure you'll get the urgent help you need.

I'm aware you've already been in contact with our Support team. Since this is a public community forum, I'm unable to access your account information, reaching out to them directly again is the best approach right now. Our Support team has all the necessary resources and tools to securely review your account details and, if needed, they can also open a support ticket to ensure your issue is resolved.

Here's how you can reach them:

Go to the Help (?) icon.
Click the Search tab, then Contact us.
Choose a topic to connect with the right expert.
Select how would you like to connect with us.

For future use, personalize your invoice to have professional-looking sales forms. To start, please head to this article: Customize invoices, estimates, and sales receipts in QuickBooks Online.

Ensuring a smooth and efficient QuickBooks experience is our top priority. If you need further assistance with any QuickBooks-related issues, we're just one post away. Feel free to click the reply button below to submit your queries, and we'll be here to help.

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