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Troubleshooting QuickBooks Online

When the QuickBooks Online Sync has trouble communicating, it will let users know by listing an associated error message.  Most errors can be rectified by performing simple tasks in either Fleetmatics WORK or QuickBooks Online using the guide below.

 

For more complicated errors, please contact our Customer Support. Below are the recommended steps to follow when dealing with common issues:

 

GENERAL SYNC ERRORS

Error Message

Cause

Fix

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists please contact Customer Support with the following error.

Error: Provider Service is not Available

There is a QuickBooks network connection issue.

The QuickBooks service is unavailable when the sync starts.

Try to connect again and synchronize manually. Contact QuickBooks for updates and resolution.

There was a problem connecting FM WORK to QuickBooks. If this problem persists please contact Customer Support with the following error.

Error: Unable to Authenticate with QuickBooks

Unable to sync due to an Authentication issue with your QuickBooks Online account.

Please make sure you’re using the correct Username and Password for QuickBooks. You can verify you are using the correct credentials by logging onto your QuickBooks Online account.

There was a problem updating client(s) to FM WORK please try to synchronize manually. If this problem persists please contact Customer Support with the following error.

Error: Generic Database Error

Nonspecific database errors when reading or writing data.

It is possible that required fields for WORK may be blank in QuickBooks.

Please check to ensure that WORK-required fields “Company Name” and “Street 1” are filled-out in QuickBooks. If problems persist, raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists please contact Customer Support with the following error.

Error: Failed to find the list of recently updated records.

The integration process fails at the point of fetching a list of all updated items.

Try to connect again and synchronize manually. Contact QuickBooks for updates and resolution.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Searching for matches between FM WORK and QuickBooks failed.

The integration process fails at the point of matching updated items to items in QuickBooks/WORK.

Try to connect again and synchronize manually. If problems persist, raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Creation/Update for matches between FM WORK and QuickBooks failed.

The integration process fails at the point of creating/updating records in QuickBooks/WORK.

Try to connect again and synchronize manually. If problems persist, raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Unknown Error

A handled error but does not match specific error message.

Please raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: QuickBooks is currently offline due to maintenance

Unable to sync as QuickBooks online is currently down for maintenance.

Try to connect again and synchronize manually. Contact QuickBooks for updates and resolution.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: There is currently a network connection issue

Unable to connect to QuickBooks due to no network connection.

Check that you are connected to the internet. Login to your QuickBooks Online account. Try to connect again and synchronize manually.

Contact QuickBooks for updates and resolution.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Searching for matches between FM WORK and QuickBooks failed.

The integration process fails at the point of matching updated items to items in QuickBooks/WORK. Try to connect again and synchronize manually. If problems persist, raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Creation/Update for matches between FM WORK and QuickBooks failed.

The integration process fails at the point of creating/updating records in QuickBooks/WORK. Try to connect again and synchronize manually. If problems persist, raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: Unknown Error

A handled error but does not match specific error message.

Please raise a case with Dev Support.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: QuickBooks is currently offline due to maintenance

Unable to sync as QuickBooks online is currently down for maintenance. Try to connect again and synchronize manually. Contact QuickBooks for updates and resolution.

There was a problem connecting FM WORK to QuickBooks, please try to synchronize manually. If this problem persists, please contact

Customer Support with the following error.

Error: There is currently a network connection issue

Unable to connect to QuickBooks due to no network connection.

Check that you are connected to the internet. Login to your QuickBooks Online account. Try to connect again and synchronize manually.

Contact QuickBooks for updates and resolution.

There was a problem updating client(s) to FM WORK.

Error: State is missing or has an Invalid value.

Unable to sync a client record to WORK as the State field has a missing or invalid value. This is true for customers who did not allow "Use Default State: <State> when syncing Client records to WORK" during the on-boarding set-up.

Contact QuickBooks for updates and resolution.

There was a problem with the <<element>> on this record.

Error Code: <<Error Code>>

Error Detail: <<Detail>>

NOTE: <<element>>, <<Error Code>> and <<Detail>>, should be taken from the QuickBooks error response.

QuickBooks Specific Validation Fault Errors. E.g. over length, content etc.

See QuickBooks Developer Site for full list of errors.

See sections above for the expected Message format from QuickBooks.

Error Code: 2050

Invalid String Length

Your Company Name exceeds the character limit supported by the integration. Please edit Company Name and limit to 50 characters including spaces.

Error Code: 2210

Invalid Email Address Format

The Email Address for the record does not conform to the syntax rules supported by the integration.  Please ensure Client/Customer emails adhere to a standard text@example.com format.

 

CLIENT SYNC ERRORS

Error Message

Cause

Fix

There are multiple records in QuickBooks with the Company Name <<FM WORK Record Name>> and Email <<FM WORK Email>>.

Please change the name and/or email on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

1 Client Name & Email in FM WORK matches Many Company Names & Emails in QuickBooks

Please change the name and/or email on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

There are multiple records in QuickBooks with the Company Name <<FM WORK Record Name>>.

Please change the name on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

1 Client Name in FM WORK matches Many Company Names in QuickBooks

Please change the name on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

There are multiple records in QuickBooks with the Company Name <<FM WORK Record Name>> and Email <<FM WORK Email>>.

Please change the name and/or email on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

Many Company Names & Emails in QuickBooks matches 1 Client Name & Email in FM WORK

Please change the name and/or email on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

There are multiple records in QuickBooks with the Company Name <<FM WORK Record Name>>.

Please change the name on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

Many Company Names in QuickBooks matches 1 Client Name & Email in FM WORK

Please change the name on the FM WORK or QuickBooks records to ensure there is a unique match and integrate again.

There are multiple records for Company Name <<FM WORK Record Name>> and Email <<FM WORK Email>> in both FM WORK and QuickBooks.

Please change the name or email on the FM WORK or QuickBooks records to ensure there is a unique match for each and integrate again.

Many Client Names & Emails in FM WORK matches Many Company Names & Emails in QuickBooks

Please change the name or email on the FM WORK or QuickBooks records to ensure there is a unique match for each and integrate again.

There are multiple records for Company Name <<FM WORK Record Name>> in both FM WORK and QuickBooks.

Please change the name or email on the FM WORK or QuickBooks records to ensure there is a unique match for each and integrate again.

Many Client Names in FM WORK match Many Company Names in QuickBooks

Please change the name or email on the FM WORK or QuickBooks records to ensure there is a unique match for each and integrate again.

 

INVOICE PUSH ERRORS

Error Message

Cause

Fix

<<FM WORK Invoice No>> for <<FM WORK Client Name>> matches multiple Invoices in QuickBooks with the same Invoice Number and Client Name.

Please change the Invoice number on the duplicate or delete the duplicate records in QuickBooks and integrate again.

1 Invoice Number & Client Name in FM Work to Many Invoice Number & Company Name in QuickBooks.

(This error only applies to the continuous sync process.)

Please change the Invoice number on the duplicate or delete the duplicate records in QuickBooks and integrate again.

There was a problem synchronising this Invoice, please review the data on this Invoice/Client record and try to synchronize again manually.

Error: The Client for this Invoice failed to Sync.

Invoice synchronization failed due to the sync of the Client associated with the Invoice failing with an error.

Check the Client name that is linked to this Invoice and look for an associated error in the Error Log for this Client.

Resolve the issue with the Client record then sync again.

 

PAYMENT PUSH ERRORS

Error Message

Cause

Fix

There was a problem synchronizing this Payment, please review the data on this Payment/Invoice record and try to synchronize again manually.

Error: The Invoice for this Payment failed to Sync.

Payment synchronization failed due to the sync of the Invoice associated with the Payment failing with an error.

Check the Invoice that is linked to this Payment and look for an associated error in the Error Log for this Invoice.

Resolve the issue with the Invoice record then sync again.

 

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