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J
JJI
May 26, 2021
Question

My screen is frozen. I can't close it. When I call the recording says to use the help button which doesn't work because its frozen. Any ideas or a phone number that doesn't hang up on me would be appreciated.

  • May 26, 2021
  • 3 replies
  • 0 views
Original commenter did not share additional details

3 replies

C
Charies_M
May 26, 2021

Thanks for bringing this concern to us, JJI.

 

There are times when a browser's cache data becomes full of frequently accessed pages or damaged. When this happens, QuickBooks freezes or doesn't load properly.

To better isolate if this is a browser issue or not, let's access QuickBooks Online (QBO) using a private or incognito window.

 

Here are some of the keyboard shortcuts that you can refer:

  • Google Chrome: Ctrl + Shift + N
  • Microsoft Edge: Ctrl + Shift + P
  • Firefox: Ctrl + Shift + P
  • Safari: Command + Shift + N

If it works, you may want to clear the browsing history of your regular web browser. This will remove previously stored browsing data that might have caused the issue. Another thing you can try is to use other supported browsers.

 

To help you with future tasks and tips when using QBO, you might want to visit our Help Articles.

 

The Community is always open for replies if you have other questions. I'm here to help. Have a great ahead! 

W
Wellwood
October 19, 2021

I have the same problem nothing working for me, can’t close it or do anything 

R
Rasa-LilaM
October 19, 2021

Hey there, Wellwood.


I can see how important it is for you to use QuickBooks Online (QBO) smoothly. Let me share some troubleshooting steps to help easily close the online program.


When working with QuickBooks, you may encounter issues relating to performance such as slowness, taking a long time to open, or other similar behavior. We'll have to make sure it meets the system requirements. This way, the program is compatible with your setup and will help avoid unexpected behavior when using it.


Next, you’ll have to perform the basic troubleshooting steps. This will help determine if the issue is browser-related. For detailed instructions, I recommend following the solution shared by my colleague above.


If the issue persists, I recommend contacting our QBO Care Team. They can guide you on how to run QuickBooks and close it without any issues.


I’m adding an article that contains solutions on how to enhance the performance of your QuickBooks: Why is my QuickBooks Online slow?


Feel free to visit the Community again if you need assistance working in QuickBooks. I’m always ready to lend a helping hand. Wishing your business continued success.

W
wkoussa
September 6, 2023

my company file is frozen on quickbook and I can not open or close it

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