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Level 1
QuickBooks Team

I'd like to clear this up, melissa35.


We are currently transitioning some of the features in QuickBooks Online. This is why the Gear icon sometimes disappears in the upper right-hand corner.


We can press the F5 key on your keyboard to refresh the page. If it doesn't show up, we can do some of the basic troubleshooting steps.


Here's how:

  1. Open your QuickBooks account in an incognito or private browser, because this mode will not store cache.
  2. Check to see if you have the Gear icon. If the option is available, let's go back and open your regular browser, then clear the cache. This helps resolve any browser-related issues such as missing buttons or errors. 
  3. We can also use other supported browser for testing.

You can also check out our blog to get updates on what's new in QuickBooks Online. Just got to this link:


We're always around if you have more questions related to this. Have a good day!

Level 1

Thanks for the quick reply! That solved it!

Level 2

gear disappears in internet explorer,  have done all the cache and steps i can think of, it is present in other browsers, but can't use any other browser for conversion of online to desktop


Level 2

those solutions didn't work,  it only disappears in explorer which is needed to use conversion tool for desktop,   please help

QuickBooks Team

Hi there, @mkm1972.


I've read your post in the different thread. Please check out my answer on this link:


Thanks for posting in the Community. We're always delighted to help whenever you have more questions about QuickBooks. Have a nice day ahead.

Level 1

We are also having the same issue.  Have set the IE 11 settings to exactly how Quick books recommends and unable to keep the settings icon from disappearing.   The exporting option will not work in any other browser we have tried and have even tried putting Activx  / IE extensions onto chrome and still comes up with the only browser supported is IE.


Hi, LK2020.

When a browser stored a lot of caches, it could cause problems like bringing up the data to your account or latency issue. As an initial step, let's try logging into your QuickBooks account using a private browser.


You can use these shortcut keys depending on the browser you're using:


  • 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. Once done, you can start exporting your data. See the steps below:


  1. Click the Gear icon and select Export Data.
  2. Enter your reason for exporting and select Continue.
  3. In the Moving to QuickBooks Desktop section, select Learn more.
  4. In the Download company data section, select Learn more.
  5. Select Get started.
  6. Select Install ActiveX Control Now and follow the steps to install ActiveX.
  7. When it's finished, select Continue. Select the data you want to export and then select Continue.
  8. Review the limitations and select Continue.
  9. Enter your contact info and then Continue.

For more details, check out the articles for your reference:


Please update me anytime if you need further help or have other questions with anything else in QuickBooks. Leave a comment below and I'll be glad to help. Have a productive week! Take care.

Level 1

THIS IS FANTASTIC - Spend money on Quickbooks Online, TurboTax Business, and TurboTax  Premier, but can't get Quickbooks data into TurboTax because it requires an end-of-life browser, and not even that works because the icon disappears. 


What's the point in buying all of my accounting tools from Intuit if they don't play nice together?


This is beyond frustrating.

Level 1

The problem is, no one can get past step one. Internet Explorer is no longer playing nice with the gear icon.

Level 1

I am having this same problem today. I have cleared the cache in internet explorer and tried the private browser. Every time I log in, the gear icon shows up but then it disappears as soon as I click on it. I am trying to export data. Please advise with a solution to this problem.




Level 2

Did you guys ever get this resolved?  I am experiencing the same issue today and none of the solutions have worked.

Level 2

Did you guys ever get this resolved?  I am experiencing the same issue to day and none of the recommendations have worked.

Level 2

We are having the same issue,  we reinstalled IE 11, cleared all cache, open tab InPrivate and the gear disappears once you click on it.  The instructions provided are not working and this some diversion by QB so that you cannot export from QBO to get a file.  

Joesem M
QuickBooks Team

Hello there, @lauraquinn.


As we want to make sure you get the best and most secure experience in QuickBooks Online. 


In the meantime,  Internet Explorer 11 is unavailable to fully support when exporting data. As a workaround, we can use the following link to initiate the download:

Click the link to log in to your account and make sure to use Internet Explorer. This will route you to the correct page when exporting data.


You can check this article to learn how to move your data from QuickBooks Online to QuickBooks Desktop: Export your QuickBooks Online data to QuickBooks Desktop


Let me know if you have other concerns. I'll be around to help. Take care!

Level 2

I have tried using the suggested link and my gear icon is still disappearing.

QuickBooks Team

Thanks for sharing your concerns with us, @Johnene.


You can refresh your browser by pressing the F5 key to check if the gear icon comes back. If not, this can be caused by too much cache files stored in your browser. We can perform some basic troubleshooting steps to check if it fixes the issue. 


First, let's sign in to your account using a private window by pressing this following key shortcuts:


  • Ctrl Shift (Google Chrome).
  • Ctrl Shift P  (Mozilla Firefox & Internet Explorer).
  • Command Shift (Safari).

If it works, go back to your regular browser and clear its cache. These caches of data are essentially junk files and can be safely deleted to free up storage space. Otherwise, switch or use a different browser.


Let me also provide you a link to check if your browser is compatible with QuickBooks:


If there's anything else I can do for you, please let me know. I'll be around to help.

Level 2

The only browser that has this issue with the disappearing gear is IE and this is the only browser that can be used to convert from QBO to QBD--which is what I need to do.  I have tried all the steps recommended and the issue still exists. Let me know if there is another solution.  Thanks.

Level 2

I am experiencing the same problem.  Have spent well over two hours researching this problem and attempting all the solutions suggested here.  Nothing has worked!  Client no longer wants QBO and need to convert this data back to desktop ASAP.  Please help

Level 2

Here's the workaround that Intuit helped me with this morning.  You can't just click on the link to log into your account.  First you need to login to via IE and then open your company file to convert.  Make sure you are on the page that says (or something ending in homepage) Then in that web address, replace homepage with exportqbotoqbdt and hit enter.  That will take you to the conversion page.  Hopefully this can help some others who are still having problems.

QuickBooks Team

Hello there, @jess610.


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. 


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. 

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

Level 2

Thank you.  That did not work for me either.  I just get a 404 Page not found error when I replace homepage.  Guess it is time to give them a call.

Level 2

Thank you.  Unfortunately, in IE, the help link also is not working.

QuickBooks Team

Good day, jess610.


Welcome to the Community.


I appreciate the effort of following the steps given above of my colleagues @ReymondO


In the meantime, since the recommended steps didn't work on your end, I'd recommend getting in touch with our Customer Support. With this, they can check your account in a secure environment. Also, they have a tool like the screen-sharing tool to identify the cause of the error.


Please follow the steps given above by my peer @GraceC on contacting our phone support.


Feel free to get back in touch with me if you have other concerns in QuickBooks. I'd be more than happy to help. Take care!

Level 1

@mkm1972 the go around I was told was to change to IP Address, remove the part that says "homepage" when you're at the dashboard and add "exportdata" This doesn't bring back the gear, but gets you to the correct page in order to do any exports (i.e. conversion to desktop).

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