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Some time ago I noticed the Quickbooks online help system had stopped working, and all attempts to view help pages resulted in the error "This program cannot display the webpage":

Since I find the help documentation to be quite useful, I was keen to figure out why it had stopped working all of a sudden and get things fixed. I had changed Quickbooks edition a short time before the issue presented itself, so I initially assumed that was the cause of the problem and performed a complete re-installation. When this failed it was time to do some further research, and I eventually found the cause of the problem was one that must be affecting a very large proportion of Quickbooks users.

First, the official Quickbooks resolution is outlined on the (rather difficult to use) FAQ page in article Q11685. The cause of the problem is an incompatibility with a recent Microsoft security update - Cumulative Security Update for Internet Explorer (942615). The suggested course of action is to remove the security update until further notice.

Note: the vulnerability addressed by this patch is considered critical. The vulnerability is exploitable on virtually all versions of Windows and Internet Explorer, and in the worst case could allow a remote attacker to control the victim's PC if a specially crafted web page is viewed using Internet Explorer. However, if you are able to take additional precautions to keep the PC running Quickbooks safe and you would rather take the risk than have a help system that doesn't work, here's how to do it:

1. From "Control Panel", go to "Add or Remove Programs". Tick the "Show updates" checkbox and then find and remove "Security Update for Windows Internet Explorer 7 (942615)":
   
2. You will then need to restart the PC for the change to take effect. The help system should then function correctly.
3. To avoid Windows constantly reminding you that the update should be applied, you can select not to be notified:
   

I contacted Quicken's support team via email to ask if there was a timeframe for resolution of this issue, but unfortunately the replies I received indicated that there is currently no information available on when a patch might be released.

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1 Re: Help pages cannot be displayed by Felicity on October 16, 2008, 10:36:27 AM