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F1Andy
September 7, 2020
Question

Using the QBO app on Win10, the App is not visible on screen

  • September 7, 2020
  • 2 replies
  • 0 views

Running QBO as I normally would but the window is not visible, like it is located off-screen.

Using the Win+Tab key combination shows it is running. 

Switching to it with the Alt+Tab doesn't bring it up.

Win + Left-arrow, or Win+ Right arrow combination doesn't snap it to the monitor.

Anyone know how to get it back?

I tried uninstall and re-install - still the same.  

It did update itself with the September bug fix, but I don't think that is related.

 

Thanks in advance

 

Andy

2 replies

J
JonpriL
September 7, 2020

Hello @F1Andy,

 

We can continue our troubleshooting steps so you can open the QuickBooks Online (QBO) app on your desktop. But before we proceed, can you bring up the app from the taskbar located at the bottom of your screen?

 

To start with, we can consider installing the same version of the app on your other device or desktop. This way, we can compare if both devices has the same behavior or not. If it works fine, consider checking the system requirement and compatibility of the app with your device.

 

If not, I'd recommend contacting our Customer Care Support so a specialist can create a ticket associated with your account to be submitted to our engineers for further investigation about this unexpected behavior. To do so:

  1. Log in to your QuickBooks Online account using any browser app.
  2. Go to Help.
  3. Tap Contact Us.
  4. Enter QBO Desktop App is not visible on screen in the What can we help you with? field.
  5. Click Let's talk.
  6. Select Get a callback, Chat, or Call us.

Lastly, I've got you this helpful article for ideas about how you can identify correct emails from us: How to recognise and report suspicious emails?

 

Stay safe an give us a comment below if you have any other questions.

M
melissa43235
September 9, 2020

Were you able to get this fixed?  Mine is having the same problem.  I have uninstalled/reinstalled as well and it continues to be a pain.  I am using it on Windows 10 Pro.  

E
EmmaM
September 9, 2020

HI Melissa43235, what's your default browser on your pc?We're speaking with our senior technicians about this now and we just need to gather a bit more information and we can get this investigated.-Emma

M
melissa43235
September 16, 2020

I apologize - it looks like my first reply didn't go through.  Google Chrome is the default browser on my device.  I can login via the website portal, but the desktop app is what will not open.  I can see it in the taskbar, and the small view shows the app "spinning" trying to load.  The full screen will not appear when clicked though.  

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