My gear icon disappeared and I cannot sign out. Help?

Hi, @michele_cable. I'm here to help bring back your Gear icon ⚙.

The most common reason for your button to disappear is that your browser took longer to load or the cache files became outdated. Like any other web-based platforms, QuickBooks Online collects cache files and cookies to save you time when loading repetitive data and images. The best way to handle non-responsive, or disappearing, icons is to clear these files of the browser's history. I've linked steps on how to clear the history in different web browsers:

How to Clear History in Web Browsers:

• Google Chrome
• Internet Explorer
• Firefox
• Microsoft Edge
• Safari
• QuickBooks Online App for Windows and Mac

Once this is cleared, you'll load a fresh page of your account. This will help you display the icon once again.

If you need any more help, I'm just a few clicks away. Enjoy the rest of your day! 

When I click on the button it immediately disappears and I'm not able to make a choice from the menu to export files. It only happens in Internet Explorer but I need to work in IE so that I can download my files to the use the QuickBooks Desktop format.

Thanks for joining this thread, LeeAnnT.

Starting last March 18, 2019, QuickBooks Online no longer supports Internet Explorer 11 and Safari 10 and below. However, you can use other supported browsers such as Google Chrome, FireFox, Microsoft Edge, Google Play, Apple App Store and Safari. 

For more insights about this, you can read through this article about discontinuing support for Internet Explorer and old Safari versions.

As an additional troubleshooting option, you can try using a private window when logging in to your account. Below are the keyboard shortcuts that you can refer:

• Google Chrome: press CTRL  + Shift + N
• Mozilla Firefox: press CTRL  + Shift + P
• Safari: press Command + Shift + N

If this works, go back to  your regular browser and  clearing your brower's cache to refresh the webpage. If all else fails, I recommend contacting our QuickBooks Customer Care. They'll be able to conduct a more deeper investigation to come up with a fix.

Here's how:

1. Go to the Help menu at the upper right.
2. Select Contact Us.
3. Enter your concern.
4. Click Let’s talk.
5. Choose Get a callback. 
6. Type in your contact info.
7. Select Confirm my call.

You can always go back to this thread if you have other questions. It's my pleasure to help in any way I can. Have a good one.

That doesn't help! I need to use Internet Explorer because that's the ONLY BROWSER that QuickBooks allows us to  use in order to export ALL of our data to set up in QuickBooks desktop. I've found one "work around" but it hasn't totally worked yet. This is definitely something QuickBooks should be fixing so that we don't spend hours on something that should be so simple a task.

Good Morning, @LeeAnnT. 

Thank you for your feedback on this ongoing issue. I'm happy to help get your QuickBooks Online data file to your QuickBooks Desktop account. 

After reviewing this thread, my colleague @Charies_M provided the correct information above. As of March 18, 2019, QuickBooks no longer supports Internet Explorer 11 and Safari 10. No worries, below I am providing some steps to get your data exported.

1. Login to your QuickBooks Online account using Internet Explorer.

2. Once logged into the account and on the Dashboard, you’ll copy and paste the link provided into the URL of your browser: https://c30.qbo.intuit.com/app/exportqbodatatoqbdt

3. Hit the Enter button.

4. Your web page will redirect now to the Export Data screen.

From here, you'll be able to continue to export from your QuickBooks Online to QuickBooks Desktop. 

If you have any more questions, I'm always a comment away. Have a wonderful rest of your day!

Thanks, I found that info on a different thread on the blog. And yes, it did work. However, it took much searching and lots of wasted and costly time to do this. I'm disappointed that QuickBooks hasn't fixed this issue and/or made the info much easier to access. There must be a way to enable exporting the data in Chrome, Firefox or Edge browsers and not just in the antiquated and unsupported Internet Explorer browser. This is a totally unacceptable situation.