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David Trimble
October 29, 2023
Question

Shifting display

  • October 29, 2023
  • 2 replies
  • 0 views

When I am reconciling transactions with bank statement, each time I check off a transaction, the display shifts to the top of the page, and I need to scroll down to find my place to check off the next transaction. How can I get my display to hold still?

2 replies

JessT
JessT
October 29, 2023

Hi David,

 

Thank you for bringing up the issue with your reconciliation page where the display moves up every time you tick a transaction. Let's go through some troubleshooting steps to determine if this behavior is caused by random browser issues.

 

We can start by signing in to QuickBooks using an incognito or private window. This will prevent the use of any existing cached files that might be misconfigured, corrupted, or outdated that could be causing the unusual behavior. Therefore, what you get is fresh data from Intuit's server.

 

Here are the keyboard shortcuts for both Mac and Windows PCs to open an incognito or private window:

 

Google Chrome:

  • Windows: Press Ctrl + Shift + N.
  • Mac: Press Command + Shift + N.

Mozilla Firefox:

  • Windows: Press Ctrl + Shift + P.
  • Mac: Press Command + Shift + P.

Microsoft Edge:

  • Windows: Press Ctrl + Shift + P.
  • Mac: Press Command + Shift + P.

Safari:

  • Mac: Press Command + Shift + N.

 

If the display stays while in the private or incognito window, you'll want to clear the cached files. Otherwise, you can try a different browser to know this only happens to the one you use.

 

Feel free to go back to this thread if you need more help with your reconciliation. Take care and have a good one.

D
David Trimble Author
October 29, 2023

Hi, Jess,

 

Thank you for your prompt response.

 

I am a 78 year old man, reasonably intelligent, and fairly ignorant.

 

First foolish question: if I get rid of my cached files, does that leave my accounts saved online in Quickbooks?

 

Second: If getting rid of my cached files does not jeopardize my saved account, can I just get rid of the cached files?  I really don't understand how to sign on using a private or incognito window. If I have to do that before removing cached files, would you please take compassion on my ignorance, and give me an idea of what it means and how to do sign on using a private or incognito window.

 

Thanks.  fyi, I may not get back to quickbooks for a few days. I am still working on weekdays.

 

Thanks,

 

David

 

Rubielyn_J
Rubielyn_J
October 30, 2023

It's a pleasure to have you here again, David.

 

You can count on me to clarify any uncertainties and make sure you receive the answer you need.

 

To address your first question, clearing your cache alone does not affect your accounts saved online in QuickBooks. Your online accounts and data are securely stored on QuickBooks servers and are not tied to the cached files on your local device. So, you can safely clear your cached files without any risk to your saved accounts.

 

Regarding your second question, you can certainly proceed with clearing them. Clearing cached files can help improve the performance of QuickBooks by removing temporary data.

 

Now, let's talk about signing on using a private or incognito window. It's completely understandable if you're not familiar with this concept. Using a private or incognito window is an optional method that allows you to access QuickBooks without storing any browsing history, cookies, or cached files. It provides a clean and fresh browsing session.

 

To sign on using a private or incognito window, you can follow these steps:

 

  1. Open your preferred web browser (such as Google Chrome, Mozilla Firefox, or Safari).
  2. Look for the option to open a new window or tab.
  3. In most browsers, you can right-click on the browser icon and select "New Incognito Window" or "New Private Window."
  4. Alternatively, you can use or click the keyboard shortcuts that were shared by my colleague above. For example, in Google Chrome, you can press Ctrl+Shift+N (Windows) or Command+Shift+N (Mac) to open an incognito window.
  5. Once the private or incognito window is open, navigate to the QuickBooks sign-in page and enter your login credentials as usual.

 

You can also utilize the screenshots below for your reference: 



 

Using a private or incognito window ensures that your browsing session is isolated and does not retain any browsing history or cached files. Once you have confirmed that it operates without any issues in the incognito mode, you can proceed with clearing the cache.

 

Once done, resume reconciling your account so they always match your bank and credit card statements.

 

Please take your time to process this information, and feel free to reach out whenever you have further questions or need assistance. I'm here to support you whenever you're ready.

B
BAMBOOG
November 5, 2023

I'm also having this problem.  It is very frustrating and makes the job 10x longer.  Any solution please?

R
RoseJillB
November 5, 2023

I acknowledge the importance of getting your concern fixed on the reconciliation page, @BAMBOOG. Let me route you to the appropriate line to further investigate this behavior.

 

If you’re done performing the troubleshooting steps provided by my colleague, JessT, then I suggest contacting our Technical Support team. It is to allow them to check your company file thoroughly and initiate a further investigation while maintaining your privacy.

 

Here’s how:

 

  1. Sign in to your QuickBooks Online account.
  2. Click the Help button.
  3. In the QuickBooks Assistance chat box, select Talk to a Human or tap the Contact Us button at the bottom.
  4. Then, type in your reason for contacting us in the What can we help you with? Box and click Continue.
  5. From there, choose a way to connect with us: Chat with us, get a Callback, or call our support line directly by getting our Phone number.

 

Additionally, refer to this article for other options when contacting them. You can also scroll down to the bottom to see their support schedule and hours: QuickBooks Online Support.

 

Moreover, I also added this helpful resource if you encounter any issues after reconciliation: Fix issues at the end of a reconciliation in QuickBooks Online.

 

You can get back to this thread about the result of your phone call to ensure this concern is being taken care of. I'll be here to assist you.

D
David Trimble Author
November 6, 2023

I have already been down the rabbit hole that RoseJillB recommended to @BAMBOG.  Several hours of this problem, including a couple of hours with a smart, respectful, and collaborative tech support person on the phone… That did not arrive at a solution.

 
We pay a lot of money to subscribe to Quickbooks Online. It is time to get something more than boilerplate script answers, and time for serious problem-solving
 
David
 

 

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