Troubleshooting the QuickBooks Web Connector and Sync
To start troubleshooting we recommend that you enable notification/ logging in QuickBooks Web Connector, this will help to identify the problem and assist in a speedy resolution. To enable logging in the QuickBooks Web Connector go to File > Enable Notification. Once notificatoin is enabled the Web Connector will keep a log of each time you attempt to update. We may ask you to send a copy by email of the log to support to assist us identifying the cause of the problem. You can also see a summary of errors from the last unsuccessful sync if you click on the "Click for more information" link in the Status panel of the Web Connector. Here are some of the more common errors and advised actions:
| Error Received |
Explanation and advised action |
| The version of QBXML that was requested is not supported or is unknown. |
You may be using a version of QuickBooks that is currently not supported by Zed Office please check the minimum systems requirements, if you are in doubt contact Zed Office support. |
| A modal dialog box is showing in the QuickBooks user interface. Your application cannot access QuickBooks until the user dismisses the dialog box. |
There is a dialog box currently open in QuickBooks, the Web Connector cannot connect to QuickBooks until you press OK or Cancel to clear the dialog box, once you have done that retry an update. |
| This application has not accessed this QuickBooks company data file before. The QuickBooks administrator must grant an application permission to access a QuickBooks company data file for the first time. |
QuickBooks needs to grant the Zed Office web service permission to access your company file, you must be logged onto QuickBooks as the administrator to do that, go to Preferences > Integrated Applications and select the Zed Office web service and modify the permissions. Then retry an update. |
| Web connector did not provide a valid username and/or password |
The password that you entered into the Web Connector the first time you loaded qwc file was incorrect or is not recognised. The password should be the same one that you (admin) use to log into Zed Office. You may have changed your password or mistyped it into the Web Connector. To reset this click on the Remove button and then reload your QWC file and enter the correct password. If you continue to experience this error then contact Zed Office support. |
| Please start QB and open your company file before continuing |
If QuickBooks is Open and you are using Windows Vista and you receive this error then you must have User Account Control (UAC) set to On (as recommended by Microsoft). |