Troubleshooting the QuickBooks Desktop Integration

Overview

This article explains how to perform basic troubleshooting for the QuickBooks Desktop - Sugar integration for any sync issues. 

To investigate issues, it's necessary to run a test sync. This article explains the possible outcomes and what they mean.

Sync to Sugar

1. First make sure that the QuickBooks company file is open.

2. Next confirm that the QuickBooks Web Connector on the computer that is hosting QuickBooks is on.

3. Then check the check box to the left of the FBSG SugarCRM-QuickBooks Integrator and click on the Update Selected button to trigger sync to Sugar.

4. After the sync completes or fails look in the Status column at both the Last run and Last result fields.

The last result field will potentially contain a message with the exact error. Use the error message, or lack thereof, to solve the issue using the steps in the following sections.

Scenarios

Scenario 1: No error message

Problem: There is no message in the Last result field

Cause: This is likely a temporary issue and will likely resolve itself on the next sync.

Solution: Either wait for the next sync to run or trigger the sync manually. You will need to either trigger the sync a couple of times or wait for the Auto-Run to run twice if it does not work immediately. If it does not work within 30 minutes please contact Faye.

Scenario 2: Application requested to abort

Problem: The error message is Application requested to abort.

Cause: This is most likely caused by the QuickBooks company file associated with this Web Connector being closed.

Solution: Open the QuickBooks company file, if it is currently open then close the company file, exit the QuickBooks program, and shut down the Web Connector program. After everything has been closed then Open the QuickBooks company file first and then start the QuickBooks Web Connector.

If this does not work please contact Faye.

Scenario 3: Invalid password for the username

Problem: The error message is Invalid password for username.

Cause: The password in the Web Connector does not match the password on the Integration Information Tab.

Solution: Go to the Integration Information Tab and retrieve the Web Connector Password and enter it into the password field in the Web Connector.

If this does not work please contact Faye.

Scenario 4: No error message or invalid ticket

Problem: There is no message or it says “Invalid Ticket” AND rerunning the sync does not solve the issue

Cause: This is likely related to old data left over from a previous sync process.

Solution: Go to the Advanced Functions Tab and click on the Empty Queue & Tickets button. Then either wait for the automatic sync to run or trigger sync manually.

If this does not work please contact Faye. 

Scenario 5: The string is too long

Problem: The error message looks like this: ...The string is too long

Cause: One of the fields in a record contains too many characters for the corresponding field in QuickBooks.

Solution: Locate and edit the field in Sugar so that it is within the QuickBooks Field Restrictions.

Scenario 6: Some records are not syncing

Problem: A previous sync had failed, and the sync is now working again, but certain records that should be syncing are not.

Cause: To ensure that syncs are fast and efficient, only records that have changed since the last sync date are processed. If the previous sync started but failed part-way through, the last sync date may get updated even though the sync failed. If this happens then any record that failed to sync will have a modified date that is older than the last sync date which will prevent it from syncing.

Solution: To set the integration to sync older records you will need to set a new date (older date) in one of the Import Since date fields in the Advanced Functions Tab and then click the Save button.

Warning: The time must be in UTC 24-Hour time format: YYYY-MM-DDThh:mm:ss Example: 2012-10-23T14:45:32 The “T” is required and must be between the date and time: T