Problem

You are experiencing one of the following problems:

  • Each time you try to log in with the correct user ID and password, you see the login screen again.
  • You are asked to log in when you go from screen to screen.
  • You can't view forms and see a message indicating that the application is still trying to download forms.
  • You are experiencing issues exporting to your accounting software.

Expected Outcome

You will log in successfully and be able to view forms.

Details

The browser cache is designed to be a performance booster. When you go to a page, the browser looks in it's cache to see if it has recently downloaded the requested data and if it has, serves it up from the local machine's storage device instead of redownloading. At times, the stored data can cause some odd errors and simply needs to be cleared from the browser.

Browser cookies are small text based files that stor some information about both the specific website and the user accessing that site. Cookies allow websites to store your preferences, such as your zip code for weather sites or profile specific information you have previously entered. Deleting all cookies can help clear errors, but it is important to only clear the cookies that are specific to Intuit.

Note: For screenshots, see the external links listed at the end of the article.

Internet Explorer 11

To clear Cache:

  1. Click Tools (the gear icon in the top right corner) > General.
  2. Click Delete under the browsing history section.
  3. Click to clear the Preserve Favorites website data checkbox.
  4. Select the Temporary Internet files checkbox.
  5. Click Delete.

To clear Intuit Specific cookies:

  1. Click Tools (the gear icon in the top right corner)  > General. 
  2. Click Settings under the browsing history section.
  3. Click View Files.
  4. A second window will open. In the search box in the top right hand corner, type Intuit and hit enter.
  5. The cookies that appear will be specific to Intuit. Select all of these cookies and hit Delete on the keyboard.

Internet Explorer 8 and 9

To clear Cache:

  1. Click Tools > General.
  2. Click Delete under the browsing history section.
  3. Click to clear the Preserve Favorites website data checkbox.
  4. Select the Temporary Internet files checkbox.
  5. Click Delete.

To clear Intuit Specific cookies:

  1. Click Tools > General. 
  2. Click Settings under the browsing history section.
  3. Click View Files.
  4. A second window will open. In the search box in the top right-hand corner, type Intuit and hit enter.
  5. The cookies that appear will be specific to Intuit. Select all of these cookies and hit Delete on the keyboard.

Google Chrome

To clear cache:

  1. Click the More menu    on the browser toolbar.
  2. Select Settings.
  3. Click History on the left menu.
  4. Select Clear browsing data.
  5. In the dialog that appears, select the Clear browsing history checkbox.
  6. From the drop-down, select beginning of time to clear your entire browsing history.
  7. Select Cached images and files, and leave everything else unchecked.
  8. Click Clear browsing data.

To clear Intuit specific cookies:

  1. Click the More menu  ⋮  on the browser toolbar.
  2. Choose Settings.
  3. At the bottom, select Advanced.
  4. Under Privacy and Security, select Content settings.
  5. Select Cookies, then See all cookies and site data.
  6. In the search bar at the top right, search for Intuit and hit enter.
  7. The list that will appear are all the Intuit specific cookies. Click the Remove All Shown button to delete only these cookies.

Mozilla Firefox

To clear cache:

  1. Click Settings.
  2. Click Privacy.
  3. Click clear recent history, select Cache, and click Clear Now.

To clear Intuit specific cookies:

  1. Click the Firefox menu.
  2. Click Privay on the left-hand menu.
  3. Click Remove individual cookies. 
  4. In the search bar, type in Intuit and hit enter.
  5. The cookies listed will be the Intuit specific cookies. Select all of these cookies and click Remove selected.

Safari

To clear cache:

  1. Open your Safari browser.
  2. Choose Safari > Empty Cache.
  3. Click Empty.
  4. Close all open Safari windows, restart the browser, go to the sign-in page for QuickBooks Online and try again.

 

To clear Intuit specific cookies:

  1. Click Safari in the top menu bar.
  2. Click Preferences from the dropdown menu.
  3. Click Privacy on the top menu bar.
  4. Click the Details button in the Cookies and website data section.
  5. In the search field, type Intuit and hit enter.
  6. The cookies listed will be Intuit specific cookies. Click Remove All.

Microsoft Edge

To clear cache:

  1. Click the Favorites button on top (star icon) on the upper right.
  2. Click the History button (clock icon).
  3. Select Clear history.
  4. Make sure that Cookies and saved website data and Cached data and files is checked.
  5. Click Clear.

Note: Clearing site specific cookies is not an available feature in Microsoft Edge.

iPhone, iPad, or iPod touch: Turn private browsing on/off

See the following Apple support article: http://support.apple.com/en-us/HT203036

The following external links provide additional information about clearing the browser cache, along with screen shots of the process.

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