If your computer can connect to the internet outside of QuickBooks Desktop but you have difficulties updating your payroll or performing tasks, you may need to configure Internet Explorer in your computer.

Note:

• Before troubleshooting, you may want to try the task on another computer to see if it is successful and verify your network (if any) is compatible with QuickBooks.
• Make sure you update to the latest version of Internet Explorer, IE 11, if you are using Internet Explorer 10 or or versions older.

Verify Internet Explorer Settings:

1. Make Internet Explorer the default browser.

2. Verify that your computer date and time is correct.

   1. In the system tray, double-click the time display.
   2. In the Date and Time Settings window, verify the current date and time and modify, if necessary.
   3. Select Time Zone, and choose the appropriate time zone.

   Note: If your computer is on a network, you will need to verify the server has the correct date and time as well.

3. Check the Cipher Strength.

   Internet Explorer 11:

   1. Navigate to https://www.intuit.com/.
   2. Press Alt key on your keyboard. This will make the menu bar visible.
   3. Select File > Properties.
   4. Under Connection, look for the number before the phrase "bit encryption".
      

   Note: If the cipher strength is anything lower than 128 bit,you know that Internet Explorer is damaged. QuickBooks Desktop process that require encryption from Internet Explorer may not function properly.

4. Update Settings by selecting Tools, then Internet Options.

   1. Select Tools, then Internet Options.
   2. On the General tab, select Delete.  Select Temporary Internet files, then select Delete. (Note - do not select to delete cookies.)
   3. On the Connections tab, select LAN settings.
      a. Mark the checkbox next to Automatically Detect Settings.
      b. Make sure Proxy servers are blank, unless you use one.
      Note: You may need to check with your IT administrator.
      c. Choose Ok twice.
   4. On the Advanced tab, go about 3/4 of the way down the list.
      a. Make sure both SSL 2.0 and SSL 3.0 are marked.
      b. If marked, please clear the box next to Check for publisher's certificate.
   5. On the same Advanced tab, scroll down towards the bottom and make sure:
      a. TLS 1.2 is checked.
      b. TLS 1.0 and TLS 1.1 are not checked.  If marked, clear the checkbox.

Troubleshoot in QuickBooks Desktop:

1. Verify your subscription is active.
2. Reset the QuickBooks Desktop update.

3. Verify the payroll service key is accurate.

   1. Choose Employees, then My Payroll Service.
   2. Select Manage Service Key.
   3. Select Edit, then verify the service key is correct.
   4. Select Next, then Finish. This will get a payroll update.

   Note: If you don't know the service key, you can find it by using our service key retrieval tool.

Run the Quick Fix my Program from the QuickBooks Tools Hub

Step 1: Download and install the QuickBooks Tools Hub

The QuickBooks Tool Hub helps fix common errors. You'll need to close QuickBooks to use the tool hub. For the best experience, we recommend you use Tool Hub on Windows 10, 64-bit.

1. Close QuickBooks.
2. Download the most recent version (1.5.0.0) of the QuickBooks Tool Hub. Save the file somewhere you can easily find it (like your Downloads folder or your Windows desktop). Note: If you've installed Tool Hub before, you can find out which version you have. Select the Home tab. The version will be on the bottom.
3. Open the file you downloaded (QuickBooksToolHub.exe).
4. Follow the on-screen steps to install and agree to the terms and conditions.
5. When the install finishes, double-click the icon on your Windows desktop to open the tool hub.

Note: If you can't find the icon, do a search in Windows for QuickBooks Tool Hub and select the program.

Step 2: Run the Quick Fix my Program

1. In the QuickBooks Tools Hub, select Program Problems.
2. Select Quick Fix my Program.
3. Start QuickBooks Desktop and open your data file.

If the above steps do not resolve your issue, you may want to:

• Repair Internet Explorer.
• Run QuickBooks File Doctor to auto configure your firewall, anti-virus or other third-party program settings. It can take up to one minute for the file doctor to open.
• Bypass the router (plug the internet connection directly into computer).
• Reset the router (by unplugging power cord, waiting a few seconds, and plugging power back in).

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