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Level 1

mac desktop app not working - blank screen on start up

I'm working on a iMac pro. All software is up to date. I've tried restarting the computer, restarting the app. reinstalling the app. etc.

I can log into the website without issue, but the app is useless on startup. See photo to view what I see.

It's been going on for about 2 weeks to my knowledge.

 

 

problem.png

Solved
Best answer 01-29-2019

Best Answers
QuickBooks Team

Re: mac desktop app not working - blank screen on start up

Thank you for that information @Andrew_L.

 

The previous steps I provided were for QuickBooks Desktop. For The QuickBooks Online app, I'd recommend clearing cache.

 

To clear cache:

  1. Select Help.
  2. Choose Reset App Data.

This Article has other troubleshooting steps as well.

 

Once you have completed these steps, please let me know if it's still not working. 

View solution in original post

12 Comments
QuickBooks Team

Re: mac desktop app not working - blank screen on start up

Hi @Andrew_L.

 

Thank you for reaching out to the Community about this. I'll be happy to help get your QuickBooks Desktop for Mac to stop showing that gray screen. 

 

Normally reinstalling should fix this. Because a reinstall didn't work, I recommend trying a clean reinstall. 

 

Step 1: Uninstall QuickBooks Mac Desktop

  1. Close QuickBooks.
  2. While on your desktop, from the Finder menu, select Go.
  3. Choose Applications.
  4. Select the QuickBooks icon and drag/move it to the Trash.

Step 2: Remove QuickBooks PLIST files

Warning

You will have to remove both PLIST files from the User folder as well as the System folder. Removing the QuickBooks PLIST files will revert all preferences back to its default settings, which could cause the product to be unregistered.

User PLIST

  1. While on your desktop, from the Finder menu, select Go.
  2. Hold down the Option key, then choose Library.
  3. Open the Preferences folder
  4. Locate the PLIST files with QuickBooks and your version in the name, then move them to the Trash.
    Note: Delete everything containing "com.intuit.QuickBooks20XX."
  5. Empty the Trash.

System PLIST

  1. From a new Finder window or the icon on the desktop, open the Macintosh HD.
  2. Go to Library, then Preferences folder.
  3. Locate the PLIST files with QuickBooks and your version in the name, then move them to the Trash.
    Note: Delete everything containing "com.intuit.QuickBooks20XX."
  4. Empty the Trash.

Step 3: Restart your device

Step 4: Reinstall QuickBooks

 

For more information on clean reinstalls, click here.

 

Please keep me posted on your results with this here, the Community has you covered. Thanks again, I'll be standing by for your response.

Level 1

Re: mac desktop app not working - blank screen on start up

Hi Sterling,

I just backup and deleted what PLIST files I could find. There weren't any in the systems folder structure.

I uninstalled, restarted installed and booted. No change or effect.

Level 1

Re: mac desktop app not working - blank screen on start up

Hi Sterling,

I just uninstalled, found the USER PLIST files in the user folder structure but couldn't find any in the system folder structure. backed up and deleted the ones I found. Rebooted the computer and reinstalled the software.

No change or effect.

QuickBooks Team

Re: mac desktop app not working - blank screen on start up

Hey, @Andrew_L.

 

Thanks for getting back to me. 

 

Are you using the desktop app for QuickBooks Online or QuickBooks Desktop for Mac?

 

If you're not sure, please PM me your email address and I'll be able to verify which version you are using.

 

I look forward to hearing from you so that I can get you up and running again.

Level 1

Re: mac desktop app not working - blank screen on start up

I subscribe to quickbooks online and am using the desktop app on my computer. It has worked for the past year until recently.

Level 1

Re: mac desktop app not working - blank screen on start up

I've also just discovered I can't sign out of the app.

QuickBooks Team

Re: mac desktop app not working - blank screen on start up

Thank you for that information @Andrew_L.

 

The previous steps I provided were for QuickBooks Desktop. For The QuickBooks Online app, I'd recommend clearing cache.

 

To clear cache:

  1. Select Help.
  2. Choose Reset App Data.

This Article has other troubleshooting steps as well.

 

Once you have completed these steps, please let me know if it's still not working. 

View solution in original post

Level 1

Re: mac desktop app not working - blank screen on start up

Hey again,

Before getting to your most recent suggestion. I opened up the app again and it was working back at the login screen.

I think even though it wasn't working before, trying to sign out played a part. I also did your suggestion just to be safe.

Thanks for your help Sterling!

QuickBooks Team

Re: mac desktop app not working - blank screen on start up

Hi again, @Andrew_L.

 

That's great to hear!

 

Please remember, I'm always here for any other questions or concerns.

Level 1

Re: mac desktop app not working - blank screen on start up

Thank you! I had the same problem and it fixed it in no time!

Highlighted
Level 2

Re: mac desktop app not working - gray screen on start up

Sterling,


I am seeing the same problem as  Andrew L and it is definitely on the QBO Online app for the Mac.  The problem is that there is no menu, command line, link to find the Help Reset App data.  I can't add a tab or anything.  The only thing that seems to work is the bookmark. 

 

Any help would be appreciated.


Thanks!

Gene

Moderator

Re: mac desktop app not working - gray screen on start up

Thanks for joining this thread, GeneS.

Let's get your QuickBooks App for Mac back up and running.

 

Performance issues in QuickBooks application are resolved by doing basic troubleshooting steps. Let's try to uninstall and reinstall the app.

 

Windows 10:

 

  1. Select the Start menu.
  2. Go to Settings, then select System.
  3. From the left pane, select Apps & features.
  4. Choose QuickBooks Windows app then select the Uninstall button.

Windows 8.1 and 7:

 

  1. Select the Start menu.
  2. Go to Control Panel then select Programs.
  3. Under Programs and Features, select Uninstall a program.
  4. Choose QuickBooks Windows app then select the Uninstall button.

Mac:

 

  1. Drag the QuickBooks Windows app from the Applications folder to the Trash.
  2. To completely remove the app, go to Finder then choose Empty Trash.

Here's a recommended article for details steps and instructions: https://quickbooks.intuit.com/community/Help-Articles/QuickBooks-App-for-Windows-and-Mac-General-sup....

 

You can always get back to me if there's anything else you need with QuickBooks App. I'll be around to help.

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