cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
Frequent Explorer *

QuickBooks Pro 2019 screen resolution issue

Hello - it appears that QuickBooks Pro 2019 will not work when the screen resolution is set to 2560x1440 and the make text larger is set to Medium 125%. It works fine when text larger is set to either Smaller 100% or Larger 150% QuickBooks will not start and freezes trying to open the home page. I have tried the fixes outlined in help article 1771615-quickbooks-desktop-won-t-open-has-stopped-working-or-not-responding and 1764698-resolve-problems-opening-quickbooks-desktop-or-your-company-file to no avail. Has anyone experienced this problem? Anyone have a fix? Please let me know. Thank you. Keith
Solved
Best answer 12-03-2018

Accepted Solutions
BRC
Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

Yes, that's probably correct.

QB has had issues with high resolution displays for almost two decades.  Intuit has elected to ignore the issue and let tech support deal with it by instructing customers to dumb-down their resolution in order to run QuickBooks.

 

That might have made sense 20 years ago when super high resolution monitors cost thousands of dollars and were usually only used by artists.  It hasn't made sense for at least a decade, but Intuit seems like they either don't care or they're oblivious to the issue.

16 Comments
BRC
Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

Yes, that's probably correct.

QB has had issues with high resolution displays for almost two decades.  Intuit has elected to ignore the issue and let tech support deal with it by instructing customers to dumb-down their resolution in order to run QuickBooks.

 

That might have made sense 20 years ago when super high resolution monitors cost thousands of dollars and were usually only used by artists.  It hasn't made sense for at least a decade, but Intuit seems like they either don't care or they're oblivious to the issue.

Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

See if any of the suggestions in the below link help.  They are related to higher res monitors vs. QBs just not working.

 

https://community.intuit.com/articles/1774495-quickbooks-desktop-display-issues

 

Frequent Explorer *

Re: QuickBooks Pro 2019 screen resolution issue

Thank you for clarifying this.  It worked on all the machines except 1 and was driving me crazy.  At some point I remembered a LOB app I used that stated in their requirements spec that certain resolutions would not work.  I don't suppose that Intuit would make a note in their requirements spec about resolutions that might not work...  or do they?

 

Thanks again.

Keith

Frequent Explorer *

Re: QuickBooks Pro 2019 screen resolution issue

Pete - thanks, but I was shooting a hang/freeze/crash problem not a screen resolution problem.  The reference you pointed me to did not come up in any of my searches for the symptoms I was experiencing.  It was only after way too much time of trouble shooting I happened to remember another application from many years ago that hung with particular screen resolutions.   The difference was that app's vendor noted in their requirements spec that some screen settings would cause the application to hang/freeze/crash. 

 

Thanks again.

Keith

Moderator

Re: QuickBooks Pro 2019 screen resolution issue

Sending good vibes to you, KeithWeldon.

Allow me to take over and help get your QuickBooks back up and running as quickly as possible.

 

There are several possible reasons for this issue and several solutions to resolve this. It could be that there's a damaged program file, damage windows operating or corruption on your hard drive. 

 

Solution 1:

  1. Download the QuickBooks Install DiagnosticTool.
  2. When prompted, save the file to the local Desktop.
  3. Close any open programs and run the QuickBooks Install Tool.
  • It may take up to 20mins to complete, depending on your internet speed and computer's performance.
  • Restart the computer after running the tool to ensure the components are properly updated.

Solution 2:

  1. Reboot your computer.
  2. Open your QuickBooks Desktop.
  • If the error persists, temporarily disable your anti-virus. Refer to the anti-virus' help documentation or IT professional for steps on how to disable your anti-virus program.

You can check this article for other recommended solutions: https://community.intuit.com/articles/1771615-quickbooks-desktop-won-t-open-has-stopped-working-or-n....

 

If you need additional help, you can also reach out to our phone specialists to guide you through the complete process. 

 

You'll be back to business in no time. Please know I'm only a post away if you have any other questions. You have a wonderful day!

Frequent Explorer *

Re: QuickBooks Pro 2019 screen resolution issue

Rose - thank you for the references.  The client is happy with large type on the display and is most happy to have QB finally working.  So, I doubt I will get another shot on that machine.

 

Next time I run into the issue I will be sure to give your 2 suggested solutions a go.

 

Again, thanks.

Keith

QuickBooks Team

Re: QuickBooks Pro 2019 screen resolution issue

Hello there, KeithWeldon.

 

In behalf of RoseMarjorieA, we appreciate your effort following the steps above which resolved your concern. Please know that you're always welcome to post here in QuickBooks Community if you have any other concerns. 

 

Wishing you and your business continued success. Have a great day ahead! 

Frequent Explorer *

Re: QuickBooks Pro 2019 screen resolution issue

Jany - thanks for your good wishes, but as I pointed out in my reply to Rose, I will not get a chance to try Rose's proposed solutions, let alone have them resolve any of my concerns.  The issue is not resolved and neither are my concerns.   It was the discovery of a workaround that made using QuickBooks even possible.  A workaround however, is not a solution nor a resolution - just something to work around the problem while someone works to find a solution that resolves the problem.

 

I am exceedingly pleased with the responsiveness of community members and all the help they provided - THANK YOU to everyone.

 

Keith 

Experienced Member

Re: QuickBooks Pro 2019 screen resolution issue

I found this upon searching for an actual SOLUTION to the resolution issue. The "fix" that was given did not indeed work.

I just purchased a 4K Dell monitor and after spending almost $400 you can imagine the frustration that I can't actually see QB better. And in actuality, the resolution is terrible (for the QB app). 

I have spent far too much time adjusting resolution, signing out, installing "fix it" app that was mentioned above... now I am left with TINY icons and if I try to "change the text size" from my computer's display app, it distorts the font and icons within QB.

I have also tried to "disable dpi settings" within QB itself.

Please advise as to whether there is a fix for this frustrating issue.

If I had any clue this would be an issue, I never would've bought a more expensive monitor.

As per System Requirements from this site for the 2019 :

Screen Resolution
  • Display optimized for 1280 x 1024 screen resolution or higher with up to 2 Extended monitors
  • Best optimized for Default DPI setting for a given computer.

 

This just isn't the case and should be forewarned to QB program owners because from the best I can tell, this issue isn't a concern for the company (as other glitches have been neglected, so shall this one it seems).

QuickBooks Team

Re: QuickBooks Pro 2019 screen resolution issue

Hello there, StuartPropeller.

 

I appreciate you for reaching out to us and providing additional details about what you've tried on your end. I want to make sure you'll get the support you need with the screen resolution in QuickBooks Desktop.

 

Since you've already tried the basic troubleshooting from this thread, I recommend giving us a call. I need one of our Technical Support Specialists to perform screen sharing with you.

 

This way, they'll be able to isolate the issue by performing additional steps. I'm adding the steps below on how you can reach them:

 

  1. Go to: https://help.quickbooks.intuit.com/en_US/contact#qbdt-select
  2. Select Pro or Premier.
  3. Select a topic.
  4. Scroll down and click Get Phone Number.

Thanks for coming to the Community, I'll keep an eye out for your response whenever you need help.
 

BRC
Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

RE: Since you've already tried the basic troubleshooting from this thread, I recommend giving us a call. I need one of our Technical Support Specialists to perform screen sharing with you.

 

The poster asked if there was a fix, not to be shuffled off to support to find that there isn't one (Until Intuit gets off their hands and fixes QuickBooks.)

Frequent Explorer *

Re: QuickBooks Pro 2019 screen resolution issue

Stuart - just went through this with a client this morning and managed to find settings that worked for them, but most likely won't work for you. 

 

For their XPS 2720 running Windows 7, the settings were as follows:

1. Disable display scaling on high DPI settings - compatibility setting on QB desktop shortcut
2. Resolution:  1600 x 900   (2560 x 1440 recommended)
3. Text size: Smaller - 100%
4. Generic PnP Monitor and Intel HD Graphics 4600

 

I do however, have dual 27" screens running QuickBooks 2017 with no problems on Windows 10 and the following settings:

1. No compatibility settings
2. Resolution: 2560 x 1440 (recommended)
3. Text size: 100% (recommended)
4. Generic PnP Monitor and Intel HD Graphics 4600
5. Second screen has same settings and runs through a DisplayLink USB device


Hope this might help you find some magic settings that work for you.

Keith

 

P.S. even Dell is trying to help people with the problem!

https://www.dell.com/support/article/us/en/04/sln297931/quickbooks-display-issues-on-high-resolution...

BRC
Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

@AlcaeusF

 

The system requirements are:

As per System Requirements from this site for the 2019 :

Screen Resolution
  • Display optimized for 1280 x 1024 screen resolution or higher with up to 2 Extended monitors
  • Best optimized for Default DPI setting for a given computer.

 

Right?

So, the support we need is to make that actually work.

So, you absolutely have not, "made sure we get the support we need with the screen resolution in QuickBooks Desktop."

 

What we need  is to get QB to work when we meet the system requirements.  Which include any monitor resolution that is "1280 x 1024 screen resolution or higher".

 

Can you let us know when Intuit will fix their bugs, since QB does not actually work properly in this case?

QuickBooks Team

Re: QuickBooks Pro 2019 screen resolution issue

Hello BRC,

 

I'm here to provide some additional clarification on your question regarding the screen resolution for the QuickBooks Desktop 2019 version.

 

I've scanned through the thread and checked the troubleshooting steps provided by my colleagues and other users. As per the customer, the basic troubleshooting above didn't indeed fix the issue.

 

Yes, you're correct regarding the information from the QuickBooks Desktop 2019 System Requirements support link. However, since we have limited access in this public forum, I'm unable to provide additional steps to fix this.

 

For me to ensure there will be additional assistance, I recommended to reach out to our Support Specialists. They can verify accounts and perform escalations for the product whenever it's needed.

 

I look forward to serving you to the best of my ability concerning QuickBooks here in the Community. I wish you a safe and productive rest of your day.

Active Member

Re: QuickBooks Pro 2019 screen resolution issue

One of my machines is a 4KUHD laptop. I just put a 2020 Beta on it and they still have not fixed the resolution issue. I talked with a Canadian VP a year ago and they said they were working on the issue. HA HA! Just to let you know Intuit's Profile has the same issues.

BRC
Established Community Backer ***

Re: QuickBooks Pro 2019 screen resolution issue

"For me to ensure there will be additional assistance, I recommended to reach out to our Support Specialists. They can verify accounts and perform escalations for the product whenever it's needed."

 

That's a cop out.  Customers have been calling support for this issue for a decade.  All support will do is help the customer dumb down their monitor so QB will work.

 

The system requirements are clear.  The users are meeting them.  QB doesn't work.  It should.  Intuit should fix it.