Requirements:

  • Firm issued laptop
  • Logon and access to BNA IncomeTax Planner Web


Overview:


This article will walk you through addressing the issue of BNA Income Tax Planner Web (BNA ITWeb) missing lines and numbers when displaying some windows. These missing lines and numbers may begin to appear when you click on the lines but moving the windows around may cause them to disappear again. Additionally, the lines and numbers may only be missing from some windows. This problem is caused by a monitor setting, this monitor setting may reset at Windows reboot every time the monitor setup changes (size, number of monitors, where they are plugged in, and if one is turned off) so you may need to re-adjust these settings multiple times. For BNA ITWeb to work properly all monitors must have their scaling set to 100%.

Example of the issue:



NOTE: It is recommended to run BNA ITWeb from Google Chrome instead of Internet Explorer as it is more stable, runs more quickly, and has fewer issues.


  1. Exit the planner and sign out from Income Tax Planner in the browser.


  2. Browse to the Turbo folder on your computer. The folder will be in one of the two locations noted below: 

                 a. C:\Program Files(x86)\Turbo\ 

                 b. C:\Users\*your username*\AppData\Local\Turbo\21.10 (or a similar folder number) 

                               i. Please note: AppData is usually a hidden folder. Users must type its name in the Windows Explorer path for it to display.


       3. Open the folder ‘Turbo\21.10’. Right click on the 'Turbo.exe' file and select ‘Properties’.


       4. In the Properties dialog, open the Compatibility tab. Click the ‘Change settings for all users’ button, then: 

                  a. Click the ‘Change high DPI settings’ button. 

                  b. Check the box to ‘Override high DPI scaling behavior’. 

                  c. Select ‘System’ from the drop-down menu. 

                  d. Click the ‘OK’ button on all open dialogs.


       5. Repeat steps 3 and 4 for the ‘Turbo-Launcher.exe’ file and the ‘Turbo-Desktop.exe’ file, in the same folder.


       6. Once you have made these changes, you will need to restart your computer before accessing Income Tax Planner again.


       7. After restarting, sign in to Income Tax Planner and open a plan, you should now see that your display appears correctly



Should you run into any issues or need assistance, please contact the help desk. You can submit a ticket HERE , by emailing the help desk at [email protected], or by calling 404.879.3434/ x3434.