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Level 3

The Settings Gear at the top of my screen has disappeared. How do I get it back?

 
Solved
Best answer 01-07-2020

Best Answers
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Content Leader

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Help has arrived, @sflaa1.

 

Missing or broken buttons in QuickBooks Online are usually the result of outdated or corrupt cache files in your web browser. Not to worry, you can clear them in just a few easy steps.

 

QBO, like all popular web-based applications, collects cache files that save you time when loading repetitive images and information. However, these files will become outdated or broken with time, and can lead to issues such as a disappearing Gear icon ⚙. Here's how you can clear them and get back to business:

 

Clearing Temporary Cache Files

Doing this will force QuickBooks to load a fresh copy of everything on the screen and help to restore that missing button. Please feel free to reach out to us here with all of your questions and concerns, I'm determined to ensure your success. Thanks for coming to the Community, best wishes.

View solution in original post

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Moderator

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I've got another set of steps to retrieve your converted data, @caiti13 and @JennPat.

 

Since you're unable to see the task of your downloaded company file on the Dashboard screen, let's check your email address associated with your QuickBooks Online account.

 

From there, a copy of your downloaded company file and the next set of instructions is attached to it so you can successfully convert your data.

 

I've got you this article for more insights about converting your data: Export your QuickBooks Online data to QuickBooks Desktop.

 

I there's anything else that I can help you with, please let me know in the comment section down below. I'm always around ready to lend a helping hand.

View solution in original post

Moderator

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Thanks for joining this conversation, @jileanoz.

 

If you're still unable to see the Gear icon in QuickBooks Online (QBO) even after following the steps shared by my colleagues above, I highly suggest contacting our Phone Support team. They are able to pull up your account in a secure environment and investigate this further. They can also perform other troubleshooting steps that can fix this for you.

 

Here's how to reach them:

 

  1. In QBO, go to the Help (question mark) icon at the top right.
  2. Select Contact Us at the bottom to connect with our live support.

 

Just in case, I'll add this article for future reference: Troubleshooting browser problems.

 

I want to make sure everything is taken care of for you, so let me know if you have any other issues or concerns by leaving a comment. I'm always happy to help. Have a great day!

View solution in original post

46 Comments
Highlighted
Content Leader

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Help has arrived, @sflaa1.

 

Missing or broken buttons in QuickBooks Online are usually the result of outdated or corrupt cache files in your web browser. Not to worry, you can clear them in just a few easy steps.

 

QBO, like all popular web-based applications, collects cache files that save you time when loading repetitive images and information. However, these files will become outdated or broken with time, and can lead to issues such as a disappearing Gear icon ⚙. Here's how you can clear them and get back to business:

 

Clearing Temporary Cache Files

Doing this will force QuickBooks to load a fresh copy of everything on the screen and help to restore that missing button. Please feel free to reach out to us here with all of your questions and concerns, I'm determined to ensure your success. Thanks for coming to the Community, best wishes.

View solution in original post

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Level 3

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hi MichaelDL,  Clearing the cash in Chrome cleared up the problem.  Thanks for  your help and I'm saving this for future reference.  Happy Holidays!  Steve

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Content Leader

The Settings Gear at the top of my screen has disappeared. How do I get it back?

@sflaa1

 

I'm so very glad to hear that, Steve.

Please know you can reach out to the Community anytime you need a helping hand, we're always available here to guide you. Thanks again for dropping in, and a Happy Holidays to you as well!

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

This does not work for me... I am trying to export a company file as we are moving back to desktop version. I normally use Firefox but QBO says I have to use Internet Explorer to export a company file. So I open IE, open the company. Everything looks fine. Except when I click on the Settings gear it disappears. EVERY TIME. This does not happen in any other browser I have tries but unfortunately IE is apparently the only browser I can use to export a company file. I am getting really frustrated. Any help would be appreciated.

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QuickBooks Team

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hello there, caiti13, 

 

Clicking the Settings (Gear) icon at the upper right via Internet Explorer (IE) helps you start the exporting process. Currently, IE isn't a supported browser for QBO. This is the reason why the Gear icon disappears every time you click it. Rest assured that I'm here to share with you the steps on how to export your company file from online to the desktop version. 

 

You'll have to use this link to initiate the file download: 

http://qbo.intuit.com/app/exportqbodatatoqbdt. Then, click Get Started as seen in the screenshot below.

ExportQBODataToQBDT.PNG

 

After that, proceed with the steps below: 

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

 

Once done, you'll get an email when your data is ready. To finish the exporting process, see Step 4 through this article: Export your QuickBooks Online Data to QuickBooks Desktop

 

I'd suggest running the Profit and Loss and Balance Sheet reports in the two versions and compare them. This ensures your books are accurate after the exporting process. 

 

You can always visit this website: QuickBooks Desktop. Then, click + More topics at the bottom of the page. This lets you see all the topics on how to efficiently manage your income, expenses, inventory, and your desktop company file. 

 

I'll be right here to help if you need anything else. Have a good day, caiti13. 

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Thank you SO MUCH!!!! This seems to be working- waiting for data to come back.

 

Happy New Year!

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I am having the same problem with the gear icon disappearing... It is extremely frustrating.

 

I followed the instructions below and was able to us the link to export. I received an email saying my download file is ready, but when I go back to QB Online, I can not see it.

 

Please advise.

Thanks! 

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

So this is what I see everytime I try to get to the screen that supposedly has my file ready to download:
 
Only Internet Explorer supports exporting data from QuickBooks
Highlighted
Moderator

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I've got another set of steps to retrieve your converted data, @caiti13 and @JennPat.

 

Since you're unable to see the task of your downloaded company file on the Dashboard screen, let's check your email address associated with your QuickBooks Online account.

 

From there, a copy of your downloaded company file and the next set of instructions is attached to it so you can successfully convert your data.

 

I've got you this article for more insights about converting your data: Export your QuickBooks Online data to QuickBooks Desktop.

 

I there's anything else that I can help you with, please let me know in the comment section down below. I'm always around ready to lend a helping hand.

View solution in original post

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Level 3

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Thanks all.  Sorry this was still sitting out here.  It was a matter of clearing out my cache and then logging back in.  So I'm back in business now.

 

Much appreciated and happy 2020!

 

Steve

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I am stuck in the same loop. Loaded up ie11 32 bit and followed the instructions to the letter but as soon as I select the gear icon it disappears. If I refresh the page it's back but there is no way to click it and get the menu. I chatted with a help person yesterday and she said she's never heard of a "missing gear icon" and low and behold I am not the only one!! wow.. I'm beginning to worry this is deliberate to hold my company data hostage.

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QuickBooks Team

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Welcome to the Community, @Cheider. I'd be happy to lend a hand with accessing the Gear icon.

 

Should a user encounter unexpected behavior in QuickBooks Online, it's generally suggested to start with some browser troubleshooting. One example is cache, which is stored by browsers to improve loading times but can cause issues if too much data accumulates. For additional information on this, including steps, I recommend the following article: Troubleshooting browser problems.

 

If continue to encounter this issue after doing the troubleshooting, it would also be helpful to know if the Gear icon is disappearing in other browsers or just Internet Explorer. 

 

I'll be keeping an eye out for your response as I want to ensure that you can access all parts of your account. Wishing you well.  

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Thanks for the reply. The issue is only in ie11. I also use EDGE, Chrome and Safari on various machines and all those have no issues with the gear icon, but to export company data you have to use ie11 hence the issue...  I am new to the forum so I didn't see the whole thread until after I commented. There was a link provided by RaymondJO to get to the export data screen and that did work for me so I was able to complete that request. 

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QuickBooks Team

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I appreciate you taking the time to follow up with me and sharing the solution that worked for you, @Cheider

 

It's great to hear that the link got you where you needed to be! 

 

Please don't hesitate to let me know if I can be of additional assistance with exporting data or any other topic. The exchanging of ideas and solutions is one of the things that helps to make the Community such a great place.  

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

This does not fix the problem

Moderator

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Thanks for joining this conversation, @jileanoz.

 

If you're still unable to see the Gear icon in QuickBooks Online (QBO) even after following the steps shared by my colleagues above, I highly suggest contacting our Phone Support team. They are able to pull up your account in a secure environment and investigate this further. They can also perform other troubleshooting steps that can fix this for you.

 

Here's how to reach them:

 

  1. In QBO, go to the Help (question mark) icon at the top right.
  2. Select Contact Us at the bottom to connect with our live support.

 

Just in case, I'll add this article for future reference: Troubleshooting browser problems.

 

I want to make sure everything is taken care of for you, so let me know if you have any other issues or concerns by leaving a comment. I'm always happy to help. Have a great day!

View solution in original post

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

I have tried following the link provide to export the data. I can get to the Export Overview page with the five steps. When I click "Get Started" nothing happens. I can click "Print" and that works, but not the "Get Started" button. Help!

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QuickBooks Team

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Have you tried using the private browsing mode in Internet Explorer's cache,  RWAdministrator?

 

If not, here's how to do it:

  1. Click the IE's Gear icon. 
  2. Select Safety from the drop-down list. 
  3. Choose InPrivate Browsing

You can also press, Ctrl + Shift + P on your keyboard.  Clearing it cache and cookies would also help. Here's how:

 

  1. Click IE's Gear icon. 
  2. Select Safety. 
  3. Choose Delete browsing history. 
  4. Uncheck Preserve Favorites website data.
  5. Check both Temporary Internet Files and Cookies then
  6. Hit Delete.

Once done, try to use the link again and click Get Started. If the same issue continue, it would be best to report it to our support team. They have all the tools to perform additional steps to fix the issue. 

 

Here's how you can reach out to them:

  1. Click Help at the top. 
  2. Select Contact us
  3. Enter your concern and hit Let's talk
  4. Choose Get a callback

 

Visit us again if you need anything else. 

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hi - I push the "Get Started" button and nothing happens ;-(

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Moderator

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Have you tried using an incognito window, LPMann?

 

There are instances that the unexpected issues with QuickBooks like a button that isn't working, can be resolved by performing some basic troubleshooting steps.

 

First, let's start exporting your data using a private or incognito window. This helps your browser to load faster as it doesn't store any file history. Second, if it works, you can go back to your regular browser and clear its cache. A piled cache can be the reason of the unexpected issues. 

 

Then, you can also use a different browser like Google Chrome, Mozilla Firefox, Internet Explorer, or Safari.

 

Please let me know how these steps work on your end.

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hi! Thanks so much for the response! I did try clearing the cashe, but it’s a new computer and the first time running internet explorer so I kinda knew that wouldn’t do it. It wouldn’t let me use Firefox, it said only Explorer would work. I have not tried other browsers but I will. I have to leave town, so I’ll try the incognito window next week. I often find you need to walk away sometimes from things like this 

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QuickBooks Team

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hi @LPMann,

 

I appreciate your prompt reply, as well as sharing an update on your situation. 

 

If you have already tried the troubleshooting steps provided by my peers above, and the issue persists, I suggest contacting our Technical Support team for further assistance. They can pull up your account information within a secure environment. They also have the tools to investigate as to why you have this issue, being unable to proceed with exporting your company data.  

 

Here's how:

  1. Log in to your QuickBooks Online company.
  2. Click the Help menu.
  3. Select Contact us.

If you have other questions in mind, share them in the comments below. I'll get back to you as soon as I can. 

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Level 1

The Settings Gear at the top of my screen has disappeared. How do I get it back?

When I hit the start button nothing happens.

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Level 2

The Settings Gear at the top of my screen has disappeared. How do I get it back?

Hi Raymond JayO,

I have the same situation as "Caiti 13" told you earlier. Even when i use this link http://qbo.intuit.com/app/exportqbodatatoqbdt . only below message shows on screen. screenshot attached. 

Please help me to solve this issue.

Thanks

Adnan Bashir

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