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bertrand-lilungh
March 9, 2022
Question

Does anyone having issue to extract balance sheet and trial balance report? The error message is "something went wrong. We are working on it"

  • March 9, 2022
  • 1 reply
  • 7 views
No text available

1 reply

G
Giovann_GModerator
Moderator
March 9, 2022

I'm here to help you fix this error, bertrand-lilungh.

 

Having too much cache kept on the browser can cause interruption or unexpected results in QuickBooks Online. I'll share some steps for resolving common issues in the program.

 

Let's start by accessing your account using an incognito window. This helps fix it since this doesn't store any internet files. Here are the shortcut keys:

 

  • Google Chrome: press Ctrl + Shift + N 
  • Mozilla Firefox: press Ctrl + Shift + P
  • Safari: press Command + Shift + N

 

Then, try extracting the Balance Sheet and Trial Balance report. If it works, return to your normal browser and clear the cache. This helped improve the system performance and removed unwanted internet data. Alternatively, you can use a different supported browser.

 

For your reference, you can review this material for more details: Export your reports to Excel from QuickBooks Online.

 

I've also included this article for a future guide on how to personalize the data display on your report: Customise reports in QuickBooks Online.

 

Don't hesitate to reply if you need further assistance with reports. We're always here to back you up.

B
bertrand-lilunghAuthor
March 9, 2022

Dear Giovann,

 

I have tried what you say clear all the cache and even try incognito window still same error message. Note also that all other users are having same error message. Kindly do the needful to resolve this as it has been more than one month the problem is here.

M
Mark_RModerator
Moderator
March 9, 2022

Glad to have you back, @bertrand-lilungh.

 

I want to make sure this issue is taken care of, and I'd like to redirect you to the best support group available to fix this error.

 

Since the troubleshooting steps shared by my colleague Giovann_G above didn't work, I recommend contacting our QuickBooks Support Team. One of our support agents will review what's causing the error and provide in-depth troubleshooting steps to get this fixed. They can also create an investigation ticket if other users are experiencing the same issue. To reach them, please follow the steps below:

 

  1. Sign in to your QuickBooks Online account.
  2. Click the Help button.
  3. In the QuickBooks Assistance chatbox, select Talk to a human and choose I still need a human.
  4. Select Contact Us.

 

Once everything is good, you may want to learn more about customising reports in QBO. This will help you filter reports and focus on the details that matter the most to you.

 

Please know that I'm just a reply away if you need any further assistance running reports in QBO. Wishing you all the best, @bertrand-lilungh.

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