QB's online opening balance changed resolution

I cannot get my QB's online to show me, like it has in the past, and like your help video shows, why my bank account opening balance for reconciliation changed.  Usually it will bring up the transaction that took place in the past that changed the opening balance and I can go back and correct it.  This time it won't show me anything to help.  I called cust serv and they can't get it to show either.  I was advised to just do a journal entry to adjust/reconcile it due to the "quirk" in the system.  

Does anyone out there know how I can get QB's online to show me what past transaction was changed so I can adjust it all correctly please?  QB's is of no help.