Web Connector Troubleshooting

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

You must close all company files, or close all but the one which you wish to sync with.

Problem

Your web connector runs, but no syncing occurs.

Description

Your Connex log shows this error:

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

The error from QuickBooks says 'A QuickBooks company data file is already open and it is different from the one requested or there are multiple company files open.'

Solution

Change path to local

This error can occur, if your file is hosted on a remote server and the file path is incorrect. In this example from our admin, you see the user has different file paths in Connex. The path should start with \\DeltaServer instead of Y:.

Try updating the company file path:

  1. Log into Connex.
  2. Click manage.
  3. Expand orders > sync orders to QuickBooks > advanced transaction.
  4. Change the file path.
  5. On the PC where the file is located, open the web connector. 
  6. Check auto run.

Open your company file and sign in

You must either close QuickBooks completely or log into the file as admin and run the web connector. If you have multiple companies under one QuickBooks, you may not sync if the wrong file is open.

Ensure correct file path

Ensure the location of your company file is correct. If QuickBooks is closed, Connex uses this file path to find the file.

Multiple users

The error can happen, if multiple users are working on the same file. Go into single user mode or ask all others users to log out. Try the sync again.

  1. Close QuickBooks.
  2. Open Windows Task Manager.
  3. Click the Processes tab.
  4. Find the QBW32.exe process, select the process, and then click End Process.
  5. Restart QuickBooks and open the file.