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U
usermaoldom
February 11, 2021
Question

When i try to access help and click on the link displayed in green then it open a tab on my computer "unkown" displaying nothing, result i cannot access help

  • February 11, 2021
  • 1 reply
  • 0 views
Original commenter did not share additional details

1 reply

MariaSoledadG
MariaSoledadG
February 11, 2021

Let's fix this so you can access Help in QuickBooks Online, usermaoldom.

 

There are times that the browser is full of frequently accessed page resources, causing some unusual responses. To isolate this, try logging into your QuickBooks Online (QBO) account using a private browser (incognito). Here's how:

  • Press Ctrl + Shift + N (Google Chrome).
  • Ctrl + Shift + P (Firefox).
  • Control + Option + P (Safari).

Once signed in, go back to your account to double-check if you're able to access Help. 

 

If it works, return to your default browser and clear your browser's cache. Every so often the cache becomes overwhelmed with older data which can potentially cause viewing and performance issues. Clearing it will refresh the system, and you'll be able to work with a clean slate. However, if the issue persists, try using other supported browsers.

 

For your reference, go through these help articles for more information.

 

Let us know if you need anything else. Remember, we're always right here to help you.

U
usermaoldomAuthor
February 12, 2021

Dear Maria

 

Thank you for your very detailed response which is much appreciated. The nub of my problem would appear to lay outside your reply, let me set out my problem and my time so far with QB

 

Feb 1st downloaded  QB online and enjoyed the funcionality of the program and am happy to pay for the service irrespective of the outcome of my problem as your link to help articles  contains a treasure trove of information which overcomes the help link problem

Soon after downloaded the QB desktop again no problems.

Over the last few days the issue arose when I was unable to access the help articles within QB when I clicked on a particular article. What actually happened when I clicked was it opened a new tap "Unknown" or on one occasion it directed me to Microsoft Store to find app to open the article.

What have I done to find a solution , uninstalled QBD, ran QB using Chrome, Firefox, phone,and a different computer both from the browser direct and in "incognito" same ole same ole.

Next deleted my entire browsing history, entire cache, entire cookie histore and ran QB again both from the browsers and in incognito, same ole same ole

The answer would appear to go deeper then the normal routines as outlined above and in you reply, I am not sure of my ground but will plough on anyway, from the little reading i have done it would appear that QB help has an inbedded link which directs you straight to an app where the information will open automatically rather then to a browser, here lay the problem.  I will upload some screenshots of the problem but firefox is the most interesting in that it makes reference to "deeplink" which i understand is a system that QB uses to direct you to help articles. To me that link is corrupted and needs to be fixed.

Trust someone had a similar problem 

 

AlexV
AlexV
February 12, 2021

I appreciate the steps you've done in trying to fix this, usermaoldom.

 

Let me join this thread so I can share some details to resolve the error.

 

You'll want to visit the QuickBooks Online Help page. From there, you can search the title of the article you want to read. 

 

Also, I suggest reaching out to our Customer Support Team so they can investigate why it routed you to a different link when clicking a support link in QuickBooks Online. 

  1. Go to Help and select Contact Us.
  2. Enter "The address wasn't understood" in the question field and select Let's talk.
  3. Choose either a way to connect with them.

Post again here if you have other concerns. We'll respond as soon as we can.

 

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