Showing results for 
Search instead for 
Did you mean: 
Level 1

Gear icon disappeared. How do I restore?

19 Comments 19

Gear icon disappeared. How do I restore?

Hey there, memoriesinmotion.


One possible reason why QuickBooks is not showing the Gear icon could be because of the junk files stored in the web directory. Let's perform basic troubleshooting steps to check whether this has something to do with your browser. You can use an Incognito or a new private window.


Here's how to open a private window in different browsers:


  • Google Chrome: press Ctrl + Shift + N.
  • Mozilla Firefox: press Ctrl + Shift + P.
  • Internet Explorer: press Ctrl + Shift + P.
  • Safari: press Command + Shift + N.

If you're able to find the Gear icon via the private browser, let's clear your browser's cache. If none of the steps work, try using a different browser.


  • Google Chrome.
  • Mozilla Firefox.
  • Safari.

You can get more details in this article about disabling your browser's cache: Delete or disable cache and temporary internet files in your web browser.


Please get back to me if you have additional questions about QuickBooks. Have a good one.

Level 2

Gear icon disappeared. How do I restore?

did not work,   nothing is working on this can you please help

QuickBooks Team

Gear icon disappeared. How do I restore?

Hi there, @mkm1972


I appreciate you for trying the steps provided by my colleague. Since the basic troubleshooting didn't work, I'd suggest you contact our Customer Care team at this point. They can check the error to identify what's causing this to happen. They can also help you escalate whenever needed to investigate and fix this missing Gear icon concern. 


Here's how to contact our support team: 


  1. Select Help (?) at the top right.
  2. Click the Contact Us button.
  3. Enter your concern in the description field, then click Let's talk
  4. Choose an option to get through with our live agent. 


Feel free to comment below if you have more questions. We're always around here to help. 

Level 1

Gear icon disappeared. How do I restore?

Hello!, I had been trying all day long and all the solutions that I read here, as the online app shows "Only Internet Explorer supports exporting data from QuickBooks", when I get to Internet Explorer there no way I can get the Gear icon back, once I do a click on it is gone, can anyone please help with this, as I need to export my business data to my desktop.. this is suppposted to be a friendly app ...I also did contact for help on my online service, it takes like 20 minutes to get some agent to you..without answer.. anyway can anyone help please??


Gear icon disappeared. How do I restore?

Greetings, @mgvm08


I appreciate you reaching out to our support for assistance. We’re receiving high call/chat volume due to tax season, so hold times may be increased. Now that you're in the Community, I’ll do everything I can to help you get your business data to get exported to QuickBooks Desktop.


Right now, Internet Explorer is the supported browser in QuickBooks Desktop. However, this browser isn't supported in QBO, which is the reason the Gear icon disappears.


In the meantime, you can use the following URL to initiate the download in Internet Explorer to export the data: Then, prepare to export your QuickBooks Online data by following the steps below: 


  1. Click the Get Started button in the Export Overview window. 
  2. Select Install under ActiveX Control Now.
  3. When it's finished, click Continue.
  4. Choose the data you want to export, then click Continue.
  5. Review the limitations and choose Continue.
  6. Enter your contact info and then click Continue.

After that, refer to this article to complete the process. From there, go directly to Step 4: Finish exporting your dataExport your QuickBooks Online data to QuickBooks Desktop.


For additional reference on how you can navigate the desktop version, I also suggest visiting the following article: Get QuickBooks Desktop user guides.


Stay in touch if you have any follow-up questions. Just add a comment below by clicking the Reply button below.

agw gcgh
Level 1

Gear icon disappeared. How do I restore?

Hello, I'm having the same issue today - I am trying to export a QBO data file to convert to QBD.  I am able to do this using Chrome, but when trying to do this in the required explorer browser, my gear is there and then disappears when I click on it.  I tried your link but when I click the "Get Started" button, nothing happens!  


This is a terrible delay for this client.  I hope a fix is accomplished right away!!

CPA for government contractors


Gear icon disappeared. How do I restore?

Hey there, agw gcgh.


Generally, pop-up blockers are installed to avoid pop-up ads from web pages. However, depending upon the pop-up blocker, they may block useful information as well.


These could include option screens such as print, download, and export options screens or they could stop pop-ups that would confirm downloads or show a result to a page.


To disable the pop-up blockers, you can follow the steps below to complete the process:


  1. Click the Chrome menu button. The button is on the upper-right of the browser and is indicated by three dots.
  2. Select Settings.
  3. At the bottom of the page, click Advanced. Note: If Advanced is already selected, additional options will be available below it.
  4. Under Privacy and security, click Site settings.
  5. Click Popups and hit Blocked (recommended).
  6. After the popup blocker is disabled, the option will show as enabled and display Allowed.

You can check this article to disable the pop-up blocker for other browsers: Why doesn't anything happen when I select a button or link?


After that, you can try to export your data again by following the steps provided by my peer above.


If none of the steps work, try using a different browser. Please get back to me if you continue to get the same results so I can look further into this.

Level 1

Gear icon disappeared. How do I restore?

I am having the same issue. 

When I click get started after following the above steps, nothing happens. I have already turned off pop-up blockers. Any suggestions?

QuickBooks Team

Gear icon disappeared. How do I restore?

Hi there, kb_3.


Let's make sure that we are using the updated Internet Explorer. Go to the small Gear icon and select About Internet Explorer. Then, click the Check for updates.


If none of the suggestions works, it's best to reach out to our Customer Support Team so we can fix this as soon as possible. They can create a ticket for this so our developers can investigate.

  1. Go to Help and select Contact us.
  2. In the question field, enter Export to QuickBooks Desktop. Click Let's talk.
  3. Choose either Get a callback or Start a message.

If everything works good, please run a Profit and Loss for both QuickBooks Online and QuickBooks Desktop. This is to make sure that your books are accurate.


In QuickBooks Online:

  • Go to Reports tab. Search and select Profit and Loss.

In QuickBooks Desktop:

  • From the Reports menu, go to Company & Financial.

I'll be happy to serve you again if you need anything else. Take care!

Level 1

Gear icon disappeared. How do I restore?

I was able to resolve this.


  1. It seems silly that the export of QuickBooks Online (QBO) is only supported in internet explorer (ie) yet QBO itself is not supported in ie. That has got to be one of the dumbest things I have heard.
  2. QB - quit giving people advice on how to clear their cache and pop up blockers on Chrome and other browsers in a thread that is all about the export from QBO to desktop that you state ONLY works with ie. It just adds unnecessary noise to the conversation.
  3. The QB provided solution in this thread is to use ie and try this link: That link works but only if you are logged in ahead of time. If you are not logged in, you need to hit that link a 2nd time after you have logged in. But the page in that link has a "Get Started" button that did not work for me or for many others posting on this page. This is where I and others seem to have gotten stuck so I got creative:
  4. Using a non-supported browser (I used Microsoft Edge); I followed the instructions to export the data. I started with the gear icon in the upper right hand corner. Gear - Export Data - Moving to QB Desktop (Learn More) - Download Company Data (Learn More). At this stage is when I got the inevitable wrong browser error message "Only Internet Explorer supports exporting data from QuickBooks" The link to that site (for me) was:
  5. I went back to ie and pasted that link ( into the address bar and it brought me to the export wizard. As I write this, I just received my confirm e-mail from Intuit saying that the file is ready to download. Yay! Joy!

Hope this helps and hope it works for others.

Level 1

Gear icon disappeared. How do I restore?

I followed what you did as well, but I still go nowhere when I click on "Get Started"


QuickBooks Team

Gear icon disappeared. How do I restore?

Hi there, occhrgrmama.

I can see that the previous answers are already talking about exporting QBO data to QuickBooks Desktop. If none of the steps above work for you, please contact our Support. That way, they can use a screen-sharing tool to see why you can’t export your data. You can follow Alex’s steps above.

If you need references for QuickBooks Desktop in the future, you can press F1 to launch the Help window. Then, you can search for the topics you like.


You can always go back to this thread if you have additional questions in mind.

Level 1

Gear icon disappeared. How do I restore?

Really this is very silly, for the cost we all pay to use quick books online I don't see why it can't be used to directly link to Turbo Tax especially where both products are owned by the same company.  The responses above clearly do not resolve the issue that many users are experiencing.  Internet Explorer is no longer the product that Microsoft the developer pushes anymore.  Really it might be time for all of us to look into other options.

Level 1

Gear icon disappeared. How do I restore?

Level 1

Gear icon disappeared. How do I restore?

THIS IS UNBELIEVABLY FRUSTRATING. I've wasted so much time trying to export the data. "Get Started" in the link provided, goes NOWHERE.

Level 1

Gear icon disappeared. How do I restore?

We're having the same issue. Will QBO ever make this right. I need to export my data before it lapses and they remove my access.

Level 1

Gear icon disappeared. How do I restore?

I used the URL that you listed below to circumvent the disappearing gear icon and when I click the "get started" button, nothing happens.  It doesn't open another window or another tab.  NOTHING happens.  I have gone into my internet explorer settings and turned off "pop up blocker" so I don't think that is it.  Any ideas?

Candice C
QuickBooks Team

Gear icon disappeared. How do I restore?

Hi, @Melissayoung33


Since you've already tried the URL and the steps to turn off pop up blockers in the instructions above, then I recommend contacting our Support Team. They'll be able to look further into your account to help you export your company data from QuickBooks Online to QuickBooks Desktop. 

  1. Go to the Help icon.
  2. Click Contact Us
  3. Give a brief description and press Let's Talk
  4. Scroll down and select to Get a Callback

If you have any other questions, feel free to ask. I want to make sure that you're able to get this resolved as soon as possible. Have a great day! 

Level 1

Gear icon disappeared. How do I restore?

You may have to try several times:




Note: the ** is the number showing after you login.


Good Luck

Sign in for the best experience
Ask questions, get answers, and join our large community of QuickBooks users.
Sign In / Sign Up

Need to get in touch?

Contact us