If the QuickBooks Online desktop app won't open, runs slowly, or keeps signing you out, these steps can get you back up and running. Try them in order — most problems are fixed by the first step.

Your data is safe in QuickBooks Online, so nothing here affects your books.

Why this may happen

  • The app won't open: After an update, older startup files on your computer can stop the app from launching.

  • The app is slow: A full temporary-cache folder makes the app work harder to load your data.

  • The app keeps signing you out: For your security, the app signs you out automatically after a period of inactivity.

Fix your QuickBooks Online desktop app

Solution 1: Reset the app

Resetting refreshes the app. It doesn't delete any of your accounting data.

  1. Open the QuickBooks Online desktop app.

  2. Select Help, then select Reset App Data.

  3. Wait for the app to reload, then try again.

If the app still isn't working, go to Solution 2.

Solution 2: Uninstall and reinstall the app

This removes the app and installs a fresh copy. Your QuickBooks data stays safe online during this process.

Close the QuickBooks Online desktop app before you uninstall and reinstall the app.

Uninstall the app:

  1. Go to the Start menu, then select Settings.

  2. Select Apps, then Installed apps.

  3. Find QuickBooks Online, select the three dots (⋯), then select Uninstall.

Rename the app's folders:

  1. Open File Explorer from the Start menu.

  2. If folders are hidden, select View, Show, then Hidden items.

  3. In the address bar, paste the following file pathway then select Enter. Make sure to replace your-username with your Windows username: C:\Users\your-username\AppData\Roaming

  4. Find the QuickBooks Advanced and QuickBooks Online folders. Right-click each, select Rename, and add "OLD" to the end of the folder names. For example, QuickBooks Online OLD.

Reinstall the app:

  1. Sign in to QuickBooks Online in a web browser.

  2. Select the Setting, then Get the desktop app.

  3. Select Download for Windows.

  4. Open the downloaded file and run the installer.

  5. Open it only once and wait for it to finish.

Uninstall the app:

  1. Open the Finder, then select Applications.

  2. Select and drag the QuickBooks Online app to the Trash.

  3. Check the Trash for anything you want to keep, then empty the Trash.

Rename the app's folders:

  1. Select Go, hold down the Option key, then select Library.

  2. Find any folders labeled QuickBooks Online. Rename them, adding "OLD" to the end of the folder names. For example, QuickBooks Online OLD.

Reinstall the app:

  1. In the Finder, open Downloads and delete any old QuickBooks installer files.

  2. Sign in to QuickBooks Online in a web browser.

  3. Select the Setting, then Get the desktop app.

  4. Select Download for Mac.

  5. Open the downloaded file and run the installer.

  6. Open it only once and wait for it to finish.

Still need help?

If the app still won't work after reinstalling, the cause may be a system or network setting, and our team can take a closer look. It speeds things up if you gather your app log files first, then share them when you reach out to our support team:

  • Windows: In File Explorer, go to C:\Users\your-username\AppData\Roaming\QuickBooks Advanced\logs. Right-click the logs folder, then select Compress to ZIP file.

  • Mac: In the Finder, select Go, enter ~/Library/Logs, then select Enter. Right-click the QuickBooks Online folder and select Compress.