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    Verify and Troubleshoot QuickBooks and Internet Explorer settings

    Article ID: 1000228

    Problem

    You are having difficulty updating payroll or performing tasks that require:

    • Internet Explorer settings to be changed
    • Internet Explorer to be repaired

    Expected Outcome

    You will be able to connect to the Internet with QuickBooks.

    Assumptions

    Your computer can connect to the Internet outside of QuickBooks.

    Details

    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.

    Verify Internet Explorer Settings:

    Make Internet Explorer the default browser.

    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. Click 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.

    Check the Cipher Strength.

    1. Click Help.
    2. Select About Internet Explorer.
    Note: If the cipher strength is anything lower than 128 in XP or 256 in Vista, you know that Internet Explorer is damaged. QuickBooks process that require encryption from Internet Explorer might not function properly.

    Update Settings by selecting Tools and then Internet Options.

    1. Click on Tools and then Internet Options.
    2. On the General tab, select Delete to remove temporary files, history, and 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.
      a. Make sure TLS 1.2 is not checked.  If marked, clear the checkbox.

    Troubleshoot in QuickBooks:

    Reset the QuickBooks update.

    Verify the payroll service key is accurate.

    1. Choose Employees and My Payroll Service.
    2. Select Manage Service Key.
    3. Click Edit and verify the service key is correct.
    4. Click Next and 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.

    Restart your computer.

    End the Qbwebconnector.exe file in the Task Manager.

    1. Open Task Manager, by selecting Ctrl+Alt+Delete on the keyboard.
    2. Click the Processes tab.
    3. Locate and select Qbwebconnector.exe and click End Process.

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

    • Repair Internet Explorer.
    • Configure your firewall, anti-virus or other third-party programs.
    • 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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