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:


Resolving display issues in BNA ITWeb


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. Right mouse click on your desktop/ background and choose Display settings from the new menu that opens.


  2. In the new Settings window, on the Display tab that is now open you will see the monitors that are connected depicted in the "Select and rearrange displays" section. The monitor highlighted in blue is the one currently selected


  3. Under "Scale and layout" you will see Change the size of test, apps, and other items with a drop-down box below that. For BNA ITWeb to work that drop-down box must show "100%", if it does not then select 100% from the menu.


  4. Now click on a different monitor in the "Select and rearrange displays" section, once that new monitor is highlighted check the Change the size of test, apps, and other items to ensure it is set to 100%.
  5. Do this for all monitors shown in the "Select and rearrange displays" section.
  6. Once all monitors in the "Select and rearrange displays" section have the Change the size of test, apps, and other items set to 100% then select the first monitor in the "Select and rearrange displays" section again.
  7. Under the "Scale and layout" look for the text "Some apps won't respond to scaling changes until you sign out" with the button for Sign out now. If you do not see that then check all of the other monitors for that text.


  8. If you find the text on any of the monitors then close and save any open documents and work as you will be logged out of your computer shortly.
  9. Click on the text Sign out now and you will be logged of of your computer and will be able to log back in with the correct settings.


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.