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Bren10
May 24, 2022
Question

The "Help" function on my 2022 QB Desktop Pro doesn't work

  • May 24, 2022
  • 3 replies
  • 15 views

The "Help" function on my 2022 QB Desktop Pro version has not worked since I installed it back in Dec. 2021.  I have spent hours on the phone with customer support on multiple occasions trying to get the issue fixed but no one seems to know what to do beyond what the previous support person had me go through.  I have uninstalled and reinstalled the program several times as well as every other time consuming method in their book of fixes and yet here we still are with nothing fixed.  I am disgusted with the fact that I paid over $350 for this product subscription that is supposed to be fully supported and functioning as designed, only to find no product support to address the issue I am having.  The most maddening thing is when the tutorial  suggestions from the support forum require that I use the very function that I am trying to fix. I can tell you this, I will not be renewing my subscription at the end of the year if this problem isn't taken care of.  Does anyone have any ideas 

3 replies

MaryLandT
MaryLandT
Level 10
May 24, 2022

I understand what you've been through and I'm here to make sure ensure the Help menu will work, Bren10.

 

Keeping your QuickBooks up-to-date will help fix and retrieve the functionality of the Help menu. I suggest uninstalling your QuickBooks and downloading specific updates directly from our website.

 

Here's how:

 

  1. Go to the Downloads & Updates page.
  2. From the Select Country drop-down, choose your country.
  3. From the Select Product drop-down, choose your product.
  4. From the Select Version drop-down, choose your version (year).
  5. Select Search.
  6. Click Get updates. Save the file somewhere that's easy to find, like your Windows desktop.
     

When the download finishes, open the file to install the update. After the installation, restart your computer. Open again your QuickBooks company file and check the Help menu.

 

If it still not working, you can report this to our QuickBooks Live Team so they can conduct and product investigation. You can call us using the phone number provided in this article: Contact QuickBooks Desktop support.

 

I'm leaving this article in case you have other icon issues: Learn what to do if you see the font, sizing, or other display issues. It has the recommendation to fix the settings on the system.

 

Get back to me if you have other questions by commenting below. I'm always right here whenever you need additional information about the Help menu.

B
Bren10Author
May 25, 2022

Hello,

I have tried all of your suggestions multiple times with the customer support and I also have a case # for this problem to be addressed #.  I would not be this upset if I had not spent literally hours on the phone with customer support going through the same frustrations of continually going through the exact same steps as the last support person did, being put on hold while the support member goes to ask someone else (or whatever it is they are actually doing) then on multiple occasions getting disconnected while on hold after going through a bunch of trial fixes and time, not being able to completely either understand them or hear them do to the back ground noise on their end, being directed to misc. help info that suggest I fix my problem using the very service button that is not working (the Help link), and being bombarded with the info directed for Online services.  So No, this did not fix my problem 

Z
ZackE_Moderator
Moderator
May 25, 2022

Thanks for getting back with the Community, Bren10.

 

I've reviewed our ongoing/solved investigations and can confirm there's currently an investigation in progress about the Help menu displaying a blank screen. Intuit's Product Investigations team is currently investigating for a solution to this.

 

For the time being, I'd recommend getting in touch with our Customer Care team again and confirming your account's been added to our investigation. This ensures you'll receive email notifications about any updates relating to the case.

 

When you get in touch with an agent, you'll want to provide them with the investigation's case ID (INV-56455). This will help them locate the case, see what it's about, and what needs to be done to get your account added to it.

 

Please feel welcome to send a reply if there's any questions. Have a lovely day!

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