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F1Andy
Level 2

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

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

5 REPLIES 5
JonpriL
Moderator

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

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 callbackChat, 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.

melissa43235
Level 2

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

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.  

EmmaM
QuickBooks Team

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

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

melissa43235
Level 2

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

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.  

Angelyn_T
QuickBooks Team

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

Thank you for getting back to us here on the Community page, @melissa43235.

 

We currently don't have any investigation about the error you're getting. I understand you've already attempted to uninstall and reinstall the application yet the issue continues. At this time, I would recommend reaching out to our Support Team so a representative can check and investigate this more closely. To contact support, tap on the Contact Us button from the Help menu, or check out the information from this link: Contact QuickBooks.

 

Also, feel free to read the topics from our help articles in case you need related resources while working with QuickBooks.

 

Post again if you have any other questions. I'm always here to help. Keep safe!

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