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When opening ProSeries the sign-in screen is blank or does not allow typing

by Intuit Updated 3 months ago

When attempting to sign in to ProSeries, the sign-in screen may not show the fields to enter your user name and password, or the fields are present, but you cannot type in your sign-in information. Try the steps below to resolve this error.

Before you start:

  • This article references default installation paths and uses YY to reference the tax year in 20YY format. C: will always indicate the local drive and X: will always indicate the network drive.

Table of contents:

Repair updates when unable to sign in to ProSeries 2020 or newer:

  1. Close ProSeries.
  2. From the Windows Start menu choose the ProSeries folder for the tax year.
  3. Select Tools - Repair Update.
  4. Apply updates once the download completes.
  5. Open ProSeries again and attempt to sign in. If the sign-in screen still does not load correctly continue with the common solutions below.

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If the issue continues try these other common solutions:

Clearing the program browser cache:

  1. Close ProSeries.
  2. Open File Explorer.
  3. Browse to the CefSharpBrowserCaches folder:
    • The default location is C:\Users\username\AppData\Local\Intuit\Common\CefSharpBrowserCaches
    • For Intuit Hosting users the location is H:\Settings\Users\ # \AppData\Local\Intuit\Common
    • The Username portion of the path will be your Windows Username.
    • This does contain a hidden folder. To show hidden folders: In File Explorer, select the View tab, then check Hidden Items.
  4. Find the ProTaxYY folder for the year impacted.
  5. Right click on the folder and select Rename.
    • For Intuit Hosting users use F2 to Rename the file if your screen is maximized or in File Explorer select Home then Rename.
  6. Add OLD to the end.
    • Example: ProTax23OLD
  7. Open ProSeries.
  8. The cache will be rebuilt automatically.

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Ensure Intuit is not listed in your Restricted sites in your default browser:

  1. In Windows, navigate to your Control Panel and select Internet Options.
    • Located under Network and Internet.
  2. Click on the Security tab.
  3. Click on Restricted Sites then click Sites button.
  4.  Ensure *.intuit.com is NOT listed under Websites. If it is highlight *.intuit.com and choose Remove.
  5.  Choose Close to close the Restricted Sites screen.
  6.  Choose Apply then Ok to close the Internet Options.
  7.  Close ProSeries and try to sign in again.

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Disable High DPI Scaling Override:

  1. Close ProSeries.
  2. Right-click on the ProSeries desktop icon.
  3. Select Properties.
  4. Click on the Compatibility Tab.
  5. Uncheck the Override High DPI Scaling Behavior checkbox.
  6. click the Apply button and then click the OK button to apply the changes.
  7.  Open ProSeries again, the login fields should appear.

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Ensure Intuit is listed in your trusted sites:

  1. In Windows, navigate to your Control Panel and select Internet Options.
    • Located under Network and Internet.
  2.  Click on the Security tab.
  3.  Click on Trusted Sites then click the Sites button.
  4.  Enter *.intuit.com and click Add, then Close.
  5.  Choose Close to close the Trusted Sites screen.
  6.  Choose Apply then Ok to close the Internet Options.
  7.  Open the tax program and try to sign in again.

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Delete the contents of the Temporary Internet Files folder:

  1. In Windows, navigate to your Control Panel and select Internet Options.
    • Located under Network and Internet.
  2. On the General tab, go to the Browsing History section and click the Delete button.
  3. Check the Temporary Internet Files and Website Files box and then click Delete.
  4. Click OK.
  5. Open the tax program and try to sign in again.

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Reset security settings:

  1. In Windows, navigate to your Control Panel and select Internet Options.
    • Located under Network and Internet.
  2. Click on the Advanced tab.
  3. Choose Reset.
  4. Select Reset on the Reset Internet Explorer Settings screen.
  5. Choose Close then OK to close the Internet Options.
  6. Open the tax program and try to sign in again.

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Additional things to try:

  1. Make sure that Windows is up to date. Apply all Windows Updates.
  2. Use Ctrl+F5 to force reload the page.

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