Quickbooks online desktop app gives "we're having trouble loading" error on new install

Thank you for dropping by the Community, @LaughingYeti. I understand the importance of installing the QuickBooks Online desktop app in your business.

I'd like to share some helpful insights to assist you with your concerns. If you're subscribed to the Advanced plan of QuickBooks Online (QBO), it's important to use the QBO Desktop app specifically designed for this plan. Remember that this app is incompatible with other QBO plans such as Simple Start, Essentials, and Plus.

If you're subscribed to the Advance plan of QBO, upon looking here on our end, there's an ongoing investigation about installing the QBO desktop app. Rest assured that our engineering team is aware of this top-priority investigation.

Thus, I encourage you to contact our Customer Care Support team, who can add your company file to the list of affected users and provide an investigation number (INV-93869) for easy tracking.

Here's how:

1. Click the (?) Help icon in the upper right-hand corner of the Dashboard.
2. Select Talk to a Human.
3. Enter a short description of your concern and press Enter.
4. Click I still need a human.
5. Select Contact Us to connect with our live support.
6. Choose Get a Callback.

You can visit this article for your reference in downloading and installing the QBO desktop app: Download and use the QuickBooks Online desktop app.

Furthermore, you can also visit this article to create a desktop shortcut for QBO: Create a desktop shortcut for QuickBooks Online.

Please let me know if you have other questions or concerns about installing the QBO desktop app. I'll be here to lend a helping hand. Have a good one!

You didn't actually address the issue that was raised.  The app was downloaded and installed today for our QB Advanced account and we are getting an error before even being able to log into our account. The app works fine on another computer, so what do we need to do to troubleshoot this issue?

Thank you for coming back to the Community, LaughingYeti. I'm here to provide clarifications about the issue. 

As mentioned by my colleague, we have an ongoing investigation where users encounter an issue while using the QuickBooks Desktop app. Our engineers are working diligently to resolve the error so that you can continue to use the application smoothly.

We encourage all affected users to contact our QuickBooks Online (QBO) Care Team and sign up to the notification list to receive email updates. This is to keep you in the loop on the progress of the investigation. For the support details, I still suggest following the steps shared by my peer above.

For more tips and tricks in using the product and methods to enhance the performance of the program, feel free to review the following links:

• How to use the QuickBooks Online app for your computer
• Why is my QuickBooks Online slow? 
• System requirements for QuickBooks Online, Accountant, Payroll, and QuickBooks Self-Employed
   

@LaughingYeti, reach out to me again if you have other concerns or questions when using the desktop app program. I'll get back to help you the best that I can. Have a great rest of the day. 

Given this has been going on for users since at least January of 2021 we have very different definitions of "working diligently".

Instead of moving links around and rolling out minor functionality that no one cares about how about your engineers actually try to fix the things that have been broken since v1.

The desktop app now loads and the page doesn't format properly.  Everything is zoomed in and and i cant navigate.   I checked the Zoom button on top and its default at 100%.

Something went wrong yesterday and its not formatting properly anymore

Hi there, @daraj2020.

You're in the right place to express your concern about improper QuickBooks Online (QBO) desktop app formatting. Rest assured, I'm here to help you resolve this. 

We'll need to reset your QBO desktop app data to fix common formatting issues.

Here's how:

1. Click Help on the navigation bar at the top.
2. Select Reset App Data.
3. Wait for the process to complete, then close the app.
4. Ensure to right-click the app and Run as Administrator when re-opening.

If the problem persists, you'll need to uninstall and reinstall the app to ensure all files saved to the system will also reset.

After reinstalling, you can efficiently access multiple companies in the QBO desktop app if you have other accounts with QBO subscriptions.

Let me know if you have any concerns when using the QuickBooks Online desktop app besides its improper formatting. I'd gladly help you anytime.

I now have 25 hours into getting my quickbooks online app to work. The QB staff have no idea and they just say use online only.  The reason I transitioned from desktop pro to Online was because of this app. I really sucks that they can't fix their product.  The Online version doesnt do well with PO's and you can't customize the shortcuts so I have to use bookmarks for each page and it takes forever to load. 

I told them I want reimbursed for the 25 hours that I have into this and they disconnected the chat, once again... COME ON QUICKBOOKS FIX YOUR PRODUCT!!

Try this, recently worked for us.  Download Firefox and open qbo and download the app/install through Firefox.  We've had one instance where it didn't open within the FF browser but otherwise has been good.

Does anyone at Intuit really care? There have been many people post about not being able to OPEN the desktop app for QBO. You're telling people what to do AFTER the app opens. Please, for once, address the actual OP probelm! Please! I have the same issue on a brand new laptop. We're all going to leave QB if these problems persist! We already pay far too much for a service that is subpar! We've had ENOUGH!!!! Wake up!

Hi, @Bubbaman.

I hear you, and I appreciate you joining the thread. 

As of posting, our product engineers are still working to resolve the issue about the QuickBooks Online (QBO) desktop app error before logging in (INV-97202). I'd still encourage contacting our support team to add you to the list of affected users. This way, you'll receive updates once the issue is resolved. Here's how:

1. Log in to your QBO account. 

2. Go to Help (?).

3. Select either of these tabs:

• Assistant tab and type Talk to a human.
• Search tab and click on Contact us to connect with a support expert.

4. Choose how you want to reach us (phone or chat).

Feel free to check out this link to review other helpful resources in QBO: Self-help articles.

We're always here in the Community should you need further questions about the QBO Desktop app. We're committed to offering ongoing support. Take care. 

So three plus years in and your engineers still have their head up their a*s on what is obviously a connectivity issue.  How may "updates" have there been to been to do the equivalent of move a description to another nav bar but a significant portion of your users can't use a fundamental part of the software that we're being charged for.

Meanwhile we continue to get the same canned answers about the engineers from the sale useless support team.  The only thing more dysfunctional than QB and it's support is the US congress.

When will we get a fix for the QB Online app?  This is unbelievable!  What is the point of having an app if no one can use it??

I understand the challenges you're facing in using the QuickBooks Online (QBO) Desktop App, @LaughingYeti. Please know that I'm here to help you in any way I can.

To begin with, uninstall and reinstall the application. In addition, please ensure that you have a Windows 64-bit computer and a QuickBooks Online subscription. This will help resolve the issue you are facing.

If the problem persists, I suggest contacting our support team for further assistance. Our team of experts has the required knowledge and tools to investigate the matter and help you resolve it. 

To reach a live representative, here's how:

1. Log in to your QuickBooks Online Company.
2. Click on the Help button at the top of the page.
3. Choose the Search tab, then click Contact us.
4. Type in your concern, and click Continue.
5. Under Callback, click Have us call you button. This will route you to enter your details.
6. After that, select Get a call.
7. You will now be added to the queue and wait for us to call you.

Moreover, here's an article with the details of our support hours: QuickBooks Online Support.

Additionally, you can refer to this article to start your QuickBooks setup: Get started and adjust settings after you sign up for QuickBooks Online.

We request your patience and understanding as our support team resolves the issue. Please don't hesitate to post your concerns here in the Community if you need assistance.

I am on a fresh Windows 10 x64 installation, fully patched and all that. Logged into Quickbooks Online and download from https://http-download.intuit.com/http.intuit/CMO/tango/static/latest/QuickBooks%20AdvancedSetup.exe . Run it, get a broken image link with "We're having trouble loading this page. Try again later" with a button "Okay" to exit.

This was the same case when attempting a month ago. Should I assume that the Quickbooks Online desktop app is not supported going forward?

Hi there, @shoesch. I'm here to help you in installing your QuickBooks Desktop app on your computer.

Please know that the QuickBooks app is still actively maintained and supported by Intuit, ensuring that users have reliable access to the application's features and functionality.

Moreover, the link you've shared has worked on my end. Thus, we can troubleshoot this issue by accessing it from another supported browser or using incognito mode to download this app successfully.

Here are the shortcut keys you can use.

• Google Chrome: Ctrl + Shift + N
• Microsoft Edge: Ctrl + Shift + N
• Firefox: Ctrl + Shift + P
• Safari: Shift + Command + N

If the issue persists after performing the troubleshooting step mentioned above, I suggest installing it from your QuickBooks Online company. I'll guide you through the whole process of how to achieve this.

1. Open your QBO account. 
2. Head to the Gear icon, then click Get desktop app.
3. QuickBooks may install automatically based on your settings. If not, the software will prompt you to save the .exe file.
4. A desktop shortcut for the app is created during installation. If the app doesn't open automatically, use the shortcut to launch it.
5. To sign in, please enter your user ID and password on the sign-in screen. Click on the Sign in button to proceed further.
6. If you have multiple QuickBooks Online companies, choose the one you want to open.
7. The first time you open it, you'll have the option to select the display of QuickBooks on the main homepage. You can modify this later.
8. Once you've chosen your company, you're all done.

You can read this article for reference: Download and use the QuickBooks Online desktop app.

Moreover, you can check out this article to learn more about what to do when you sign up for QBO: Get started and adjust settings after you sign up for QuickBooks Online

Keep me posted by replying or posting in this forum about your concerns regarding downloading the QB Desktop app. I'll be sure to look into it. 

Hello, we have the same problem.  There is no issue with the installation.  After the installation is complete and the app is launched the app just says "We're having trouble loading this page. Try again later" with a button "Okay" to exit..  The app then closes itself, and if you launch it again then the same thing happens. 

We have installed, reinstalled, and tried many things from different browsers and two different computers.  Nothing works.  When I called support in the past they didn't seem to know there is a desktop app for QB Online and kept asking if I was using QB Desktop.

Please advise on how we can get this working, and please note that sending general installation instructions is not helpful in our case.  Again, we can get it installed just fine but then the app won't load QB Online.

Hello there, Yeti.

I appreciate you for performing some steps to resolve the issue regarding the QuickBooks Desktop app doesn't load. I can also see how important it is to work properly so you can use it smoothly. I'll ensure you'll be routed to the right support team to assist you further on this matter.

I can see that you've already contacted our QuickBooks Online Support Team. However, I still recommend reaching them again. They're the best support group for such inquiries as they can request account details. This way, they'll be able to investigate the cause of why you keep getting an error and why the app is not loading on your end.

In case you need different guidelines for effectively managing your business using QBO, you can read this article: Help guide for QuickBooks Online.

Don't hesitate to add a comment below if you have other concerns with QuickBooks or follow-up questions about the QBO Desktop app. I'm always here to help you further, Yeti. Take care!

I called support again, and the first thing they did was "check for an outage."  They came back a minute later and said that there is an outage, and there is nothing they can do.  I asked when this outage started and she said the case was created on 4/26.  They told me to call back again on Monday if the issue is still happening, but we've been having this problem for weeks if not months and it has been reported here multiple times..

I don't see how an outage is the issue when I'm able to use QB Online Desktop app on one computer but not a different one with a new installation. Support is NOT helpful.   

I have attached a screenshot showing the error that it seems all of us are getting after installing the desktop app.  We are not able to get to the login screen.  This is the only thing that we see when we open the app, and when we click Okay it closes the app.

Please provide a solution so we can use the desktop app as soon as possible.

Hi again, @LaughingYeti. Your proactive approach to resolving this situation is commendable. 

I can recommend troubleshooting steps for your QuickBooks Online (QBO) Desktop app to work on a computer where it doesn't work. 

Upon checking here on my end, there are related cases of login problems on the QBO Desktop app. However, since you were able to access the app on another computer, I'd recommend checking the minimum requirements for the app to work correctly, as this can be a compatibility issue: 

Advanced Customer Requirements Include:

• Windows 64-bit computer
• QuickBooks Online Advanced Company

Accountant Requirements Include:

• Windows 64-bit computer
• Advanced version of “Your Books” in QB Online Accountant

After this, collaborate with your IT to troubleshoot the compatibility of your QBO Desktop app with your computer's Operating System. 

If you want to check out further helpful resources, let me add this link: Self-help articles.

Keep us posted about the error you encountered with accessing the QBO Desktop app. We'll do our best to assist. 

Tell me you did nothing to read the preceding posts without actually saying it.  As Sirius Black (every QB advanced user) said to Snape (every single friggin QB Tech Support rep):

“Brilliant, Snape - once again you've put your keen and penetrating mind to the task and as usual come to the wrong conclusion”

There is no issue with the compatibility of the computer with the app.  There is an issue with your app and it seems support just keeps repeating the same basic steps without actually helping us to get the app working.  Is someone there actually capable of real support beyond copying and pasting the same basic information in every reply?

I hear your sentiments, @Zoomnbyu @LaughingYeti.

To further investigate what's causing the error preventing the app from functioning, I suggest you contact our Customer Care Support Team. They have the necessary tools to identify the root cause of this issue. You can follow the steps below:

1. In your QBO company, select Help (?).
2. Select Contact Us and enter your concern.
3. Then, select Let's talk.
4. Choose how you want to connect with us:

• Start a chat with a support expert.
• Get a callback from the next available expert.

Please let me know if you have other QBO concerns. I'm always available to help. Take care.

You want to guess how many times that miserable painful step has been attempted?

@ShangY @AlverMarkT @ChristieAnn  

I spent another hour on the phone with support today, and guess what I didn't get?  Support!

When I called today they told me, as they had previously, that the app is no longer supported or updated and it is not available for download.  Then when I told them that the app can be downloaded from my QBO account she said that she found an article from 1/22/24 that said the app was discontinued in 2021.  I told her that we received an update to the app a week or two ago, so clearly it is still being supported and distributed by Intuit.

Then she put me on hold for a while, and came back and said that they have an open support issue that the engineers are working on that was created on 4/10/24.  She said it's the same issue they told me about yesterday, and all we can do is wait for the engineers to figure out what is wrong.  She said that eventually someone would email me when they have figured out the cause of this issue.

So today, just to recap, the support I got was that the app is discontinued and no longer supported and then they turned around and said there is an active investigation into the cause of this by the engineering team.  So which is it?  Is the app discontinued or is it being actively investigated?  Is this going to be fixed?  

This is extremely frustrating.