Welcome aboard to the Online Community. Let’s perform some basic troubleshooting steps to resolve this unexpected behavior.
In your QBO company, click the Refresh button located in the upper left hand. This is a built-in feature in the browser that can help load the most updated version of the page you're viewing.
Once done, go to the upper right-hand corner of the company file to select the Gear icon. If it’s still missing, open your QuickBooks using the InPrivate window or incognito mode.
These sessions don’t save information like cookies or history, all the browser tracking get deleted. Here are the shortcut keys for each browser:
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 see the Gear icon using a private browser, clear the cache to start on a clean slate. I also recommend running the Health Checkup tool to ensure that the browser and system are optimally configured for QBO.
Reach out to me if you have any other concerns or questions. Please know I’m here to ready to assist further. Have a good one.
For the Past 2 weeks I've been trying to access the gear Icon, but no matter what I do I can't get Internet explorer to open it. Every time I click on the icon it immediately disappears. I can use chrome to access it, but chrome can't export the QBO file to Desktop, Which is all I need to do. Please help.