ProSeries Basic 2024 left menu missing

[davetodd11]

I am using ProSeries Basic 2024 on a Dell Optiplex running on Windows 11 and using dual ASUS MX259 monitors. Windows indicates that my updates are all current.

After installing the software and opening Basic, the left menu does not appear at all.  I was on the phone with Intuit Customer Service for over 2 hours yesterday.  As nice as the two technical representatives were, they were completely clueless as to what the issue is.  

I was directed to change the resolution and scaling of my display in Windows Settings.  We tried several combinations, but no luck.  We tried using the ProSeries Update, but the update screen that came up was likewise blank.  Then we tried using the Tools - Repair Updates.  The initial screen pops up blank and then self-minimizes down into the system tray after a few seconds.  If I hover over the icon in the system tray I can see the download % progression, but the screen itself remains blank.  We also tried rebooting the PC after every resolution/scaling change.

Looking at ProSeries community discussions, I have also tried "Refresh Updates for Installed Products" from the Update menu at the top of the screen.  That again resulted in the same blank update screen.  I also checked to ensure that my VPN is not running.  I also ensured the setting under View/Magnify all forms was at 100%.  I also ensured that Override High DPI Scaling Behavior is selected in Compatibility tab of the icon properties.

After all of this, the tech had me uninstall and reinstall the software - same issues.  The tech then suggested that one or more of my Windows drivers might be out of date, but said they could not assist with that.  After the call I tried updating my drivers, but Windows indicates that all of my drivers are the latest versions.

I tried installing the software on a Lenovo Thinkpad running Windows 10.  The program works flawlessly, so I have a feeling this issue is specific to Windows 11 machines.  Unfortunately, I need the software working on my business computer with Windows 11.

I really need a resolution for this issue and I am at my wit's end.  I swear, Intuit is going to drive me into an early retirement - or a switch to Drake.  I read one community thread where the user had this issue intermittently, but as of 2 weeks ago apparently still had no resolution.  This is absolutely ridiculous.

[Just-Lisa-Now-]

Is there a way to accidently close that menu along the margin? 

I only have Professional but under View on the menu bar, I can choose to have the Forms list present or not, I can toggle back and forth to remove it or show it....does Basic have an option like that?

[davetodd11]

No.  All I had used up until this year is the Pro version, but Basic was apparently developed on a completely different planet, which seems to be the theme with Intuit.  All you can select from in the View menu is "Error Alerts", "Calculation Indicator", "Status Bar" (like Pro's refund monitor), and "Magnify All Forms."  No way to change or turn off the view of the left side menu.

[Just-Lisa-Now-]

@TaxGuyBill you speak Basic, any ideas here?

[Just-Lisa-Now-]

I had a copy of Basic in 2022 and I just went and looked, I dont see any options either. I tried to get it to disappear changing different things in the program, I couldnt make it move.

Could the dual monitor be the culprit?

[TaxGuyBill]

That is really weird and I have no idea how that could happen.

Out of curiosity, does what you CAN see go all the way to the left, or does it leave a 'blank' area where the left tabs SHOULD be?  If there is a blank area, any chance they are actually there but invisible (can you click where they SHOULD be and does it change the Checklist options)?

Have you tried rolling back your Windows update to a previous one (still within Windows 11)?  Maybe it is called "uninstalling" the update.  There is a recent new Windows "features" update that I haven't installed yet that could hypothetically be messing up your computer.

Unfortunately, if you can't get it working very soon, you might need to end up switching back to Professional for this year, then switch to some other software next year.

[davetodd11]

No, I think I can safely rule out the monitors, because when I switch the monitors' inputs to the Windows 10 laptop computer Basic works fine.

(Sorry - this reply was meant for Lisa's comment)

[davetodd11]

There is a blank area to the left of the open form.  Sometimes it is filled in with part of the Homebase screen: