Web Connector Troubleshooting

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

This means QuickBooks fails to understand some of the data that we sent to it.

Description

During your sync, your log shows this error. Usually, the message is transient and sales are rarely affected.

Solutions

Admin Login

  1. Log into QuickBooks as admin.
  2. Go to file > single user mode.
  3. Resync your sales.

Enable advanced logging and contact support

  1. Login to Connex.
  2. Click manual sync.
  3. Set the sync dates to the missing date times in QuickBooks. We would prefer a 24 - 48 hour range or a list of order numbers. The smaller the window, the more likely can we provide a valid answer.
  4. Click manage.
  5. Expand orders > sync orders to QuickBooks  > advanced transaction.
  6. Under logging, select ON.
  7. Click save.
  8. Run your web connector.
  9. Contact our support.