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General Troubleshooting Guide

General Troubleshooting Guide

Learn how to troubleshoot and resolve common issues, error messages, and related issues.

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Contacting Sync with Connex

What if there is no help link in the messages log?

Deposit Match Troubleshooting

Connex cannot find a sales receipt or payment with the order number or memo

Connex cannot find a credit card refund with the order number

Deposit match tool fails to run automatically

QuickBooks Desktop Error Messages

There is an invalid reference to QuickBooks SalesReceiptLine SalesTaxCode

Transaction Sales Tax is currently disabled by preferences.

An attempt was made to modify a SalesReceipt with a date that is on or before the closing date of the company.

Connex can find no matching tax code

Could not add to the list "Customers" because the list contains the maximum number of items.

Check the "qbsdklog.txt" file for possible additional information.

Could Not Start QuickBooks

Could not start QuickBooks. "Max Connection Retries Exceeded."

Error 3120 : While trying to Add a(n) ReceivePayment Object specified in the request cannot be found.

Error: Could not open the specified QuickBooks company data file

Error 3140: The specified name is either invalid or of the wrong type

Error: There is no disk in the drive

Error beginning QuickBooks session

Error: Unable to return object

Error 3060: There was an error when converting the quantity

Error: We're sorry, QuickBooks encountered an error while calculating tax

How do I reset my chart of accounts or refresh my drop-downs in Connex?

How do I enable advanced debugging?

Insufficient permission level to perform this action

Object specified in the request cannot be found

QuickBooks is unable to complete this operation

QuickBooks found an error parsing the XML stream

QuickBooks can't start because QuickBooks is already running.

QuickBooks Error: Invalid Argument. The Specified Record Does Not Exist In The List.

The version of QuickBooks XML that was requested is not supported or is unknown

There is an invalid reference to QuickBooks Account

The payment method for this transaction must be credit card type.

There is an invalid reference to QuickBooks Customer

The application trying to connect to QuickBooks is not supported while multiple instances of QuickBooks are running

The QuickBooks administrator must grant an application permission to access a QuickBooks company file for the first time

The name last name, first name of the list element is already in use.

There is an invalid reference to QuickBooks Currency XX in the Customers.

What permissions are required to pair QuickBooks Desktop?

Why does QuickBooks crash?

WooCommerce: There was an error syncing with your website

You can't use negative rates on inventory items, use neg quantity instead

You cannot use the same tax item in both the line items and the txn tax.

You can't set taxable if Sales tax is turned off or the item is not a taxable item type.

Your Shopify Integration lacks permissions to pull payouts

You cannot set the rate for the given sales tax item line, use the amount field instead

You currently have more than 5000 orders or inventory items queued

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Inventory Troubleshooting

Error creating product: "Exceeded 2 calls per second for api client. Reduce request rates to resume uninterrupted service."

Negative Inventory

Product was not updated

Shopify Inventory Sync Fails Stock Management Turned Off

The transaction could not be saved because the quantity on hand of item would go negative

Why is my inventory off for QuickBooks Online?

Why does my inventory fail to sync from QuickBooks?

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Incorrect Orders Troubleshooting

Connex was unable to find order X to update

How do I find orders in QuickBooks?

How do I troubleshoot syncing orders from QuickBooks?

How do I sync a large volume of sales?

My number of sales is lower than expected after a sync

My accounts or lists are missing. How do I refresh the drop down lists in Connex?

No shipping or tracking details appear on QuickBooks sales

QuickBooks Online Auto Sync Fails

Transaction amount must be positive

Why do I receive duplicate sales in QuickBooks Online?

Why do I have duplicate sales in QuickBooks Desktop?

Why do older sales sync from QuickBooks?

Why am I missing historical sales?

Why does Connex fail to update tracking numbers in QuickBooks Desktop?

What if the order total in QuickBooks Desktop and my website are different?

Your query for sales has returned more than 500 sales

You are not allowed to modify the quantity of an inactive inventory item.

You must map this item to an existing item in QuickBooks.

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Sales Tax Troubleshooting

You cannot pay more than the amount due.

There is an invalid reference to QuickBooks Item Sales Tax in the Invoice.

Make sure all your transactions have a GST/HST rate before you save.

Sales tax mapping fails

Why is my order total different in QuickBooks?

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Web Connector Troubleshooting

If the QuickBooks company data file is not open

An internal QuickBooks error occurred while trying to access the QuickBooks company data file

A modal dialog box is showing in the QuickBooks user

Close Any Modal Dialog in QuickBooks

Can I verify and rebuild my company file?

Due to a file rebuild, Connex is temporarily unable to sync orders from QuickBooks

Error: Authentication failed, The request failed with HTTP status 524 Origin Time-out

Error: Authentication Failed, Max Connection Retries Exceeded

Error: Company file is locked by another client

Error: Web Connector supports only QuickBooks 2015 or later

Error: Authentication Failed, Web Connector

Error: Authentication Failed, Web Connector Receive Response XML Failed

Error: Application requested to abort

Http Status 413: Payload Too Large

How do I run the web connector?

How to email web connector log file

Only QuickBooks Accountant and QuickBooks Enterprise Solutions can open two company files at once

Object reference not set to an instance of an object

QuickBooks is temporarily unavailable to sync with Connex

QuickBooks did not understand the request and original request could not be serialized

QuickBooks Web Connector has Stopped Working

QBWC1085: There was a problem with the log file

Recent changes to your configuration require you (the QuickBooks Administrator) to go into the Integrated Applications

The Custom Style associated with this txn is not compatible with this txn

The transaction could not be locked

The user you are trying to log in with is already logged in from another machine

Unable to cast COM object of type 'System.ComObject' to interface type 'Interop.QBXMLRP2.RequestProcessor2'

Unable to cast COM object of type 'System.ComObject' to interface type 'Interop.QBXMLRP2.RequestProcessor2'

Unique FileID Owner ID Required

Waiting... Another Service is Updating

Your Connex sync has failed. Open the company file that syncs with Connex.

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QuickBooks Online Error Messages

Another customer, vendor or employee is already using this name

An unexpected error occurred while accessing or saving your data. Please wait a few minutes and try again.

Another product or service is already using this name

Business Validation Error: Transaction detail has tax rate, but corresponding tax or net amount is missing

Connex is unable to find account

For an inventory product, the income account must have Account Type: Income and Detail Type: Sales of Product Income

How do I fix sales that have no tax code mapping?

Order 0 has failed to export into QuickBooks. You must select a product/service or an account for each split line with either an amount or a billable customer.

The transaction needs to be in the same currency as the A/R and A/P accounts you use.

There is no income account associated with the item

Transactions can have only one foreign currency at a time.

Transactions with inventory (QOH) products cant be dated earlier than the Inventory Start Date for the product

QuickBooks Online Error - "The account period has closed and the account books cannot be updated through through the QuickBooks Services API."

QuickBooks Online Business Validation Error

You must enable multi-currency in QuickBooks

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Login and Performance

How do I sign into Connex for QuickBooks Online?

How do I reset my password?

Match Deposit Tool Troubleshooting

Error 3180: The given record number is not in the Payments to Deposit list

How do I troubleshoot the match deposit tool for QuickBooks Desktop?

Product Matching Troubleshooting

I have a rule that maps a product, but the value is incorrect

Can I preview an inventory sync?

Products failed to map between QuickBooks and my selling channel

Customer Matching Troubleshooting

My QuickBooks customer and selling channel customer do not match

The provided edit sequence is out-of-date.

Rules Engine

My rules do not work

Orders from QuickBooks

How should I format an address in QuickBooks when manually entering orders?

Sync sales from QuickBooks fails

Payments Troubleshooting

Payments fail to sync to QuickBooks

Missing Orders Troubleshooting

Missing Orders Troubleshooting

Update Shipping Details Troubleshooting

Update shipping details from ShipStation to QuickBooks fails