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Troubleshooting Synchronizer

 There are several types of issues that may cause your store's Synchronizer for QuickBooks import/export process to fail. When you encounter a failed or partially failed transaction, first check the Support Console from your store's Synchronizer home page ( QB_default.asp). The console may indicate the type of problem encountered. Information the Support Console is available here: Support Console. 

 Please note: This is a technical troubleshooting guide. You must be familiar with Quickbooks and with the basic operations of ProductCart's Synchronizer for Quickbooks before proceeding. Information on installation and operation of the Synchronizer can be found here 

Here are some troubleshooting steps for the problems most commonly encountered.

Mapping Issues

In order to allow you to create a link between products in the ProductCart database and items in the QuickBooks company file, the Synchronizer requires you to map the two. This allows inventory tracking, among other things.

You import the Quickbooks Chart of Accounts to bring item information into ProductCart and then use the ProductCart mapping utility to perform the mapping. When the part number in QuickBooks (MPN) corresponds to the ProductCart product’s SKU the items are auto-mapped. Otherwise, you can map them manually

 A support guide to mapping is available here.

Note that mappings can break and lead to technical issues. Specifically:
  • If you delete a product or customer in ProductCart the mapping is invalid
  • If you delete a product or customer in QB the mapping is invalid
  • If you re-generate apparel sub-products the mapping is invalid , even if the sub-product SKU doesn’t change.
  • When you add new products (in both QB and the store) you must import your Chart of Account again and then map the new items
  • If your SQL database is slow, you have IIS filters, or low memory, then you may have trouble importing your Chart of Accounts

 

Communication Issues

If you are having problems with ProductCart not communicating with QuickBooks (and vice versa):

Verify that QuickBooks is running and your company file is open.

QuickBooks must be open the first time you run Web Connector. If you're experiencing repeated failed connections during Synchronizer operations, try keeping the company file open whenever the Web Connector runs.

 

Verify that the ProductCart Synchronizer is running

Try to load the following URL. (Note: You will need to replace "www.your-domain.com" with your correct domain name. Also note that you might have renamed the "productcart" and/or "pcadmin" folders).

https://www.your-domain.com/productcart/pcadmin/QuickBooks/webservice/ProductCartWC.asmx

If the URL loads correctly (it does not display an error message), go to step 2.

If not, please ensure you have created an application directory during the installation process and your directory has been granted permission for the ASP.NET web user. Many web hosting administration areas contain tools to create an application folder, but contact your web host if you need help with this step.

 

Verify Web Connector has been installed correctly

During the setup process ProductCart creats a settings file for Web Connector (the file has a .qwc extension). When Web Connector is launched on the host PC, it should list ProductCart as an application to connect to. If it loaded successfully, you should view ProductCart Synchronizer in the application window when you open the Web Connector. You will also find a location to save a password.

Make sure the password you use for Web Connector is the same one you created during the setup wizard

Your QuickBooks company file should be open on the host PC when you run Web Connector the first time.

If you are using Windows Vista, make sure that User Access Control (UAC) is enabled. UAC is the security service that comes with Windows Vista. It is enabled by default. So, unless you manually deactivated UAC, it should be running. If you have deactivated UAC you must turn it back on via your Windows Control Panel under Security Settings.

 

Check the Log Files

In the following file there should be a log if Web Connector successfully connected with ProductCart. Please check for a log file now. You will need to zip and e-mail this log file to our technical support team if your application still does not load and you need to open a support ticket.

"pcadmin\QuickBooks\webservice\Logs"

 

Information not updated as expected

Let's assume that a new Web store order does not show in QuickBooks, or an inventory synchronization does not appear to have been completed successfully. How can you find out if there was an issue and what the issue was?

From the ProductCart Synchronizer home page (QB_default.asp), select Help > Support Console (QB_Manager.asp)

See Support Console for details on the information provided there

 

I cannot get past Step 4 of the Setup Wizard: Company file is not imported

This probably means ProductCart and QuickBooks are unable to communicate because the Web Connector is not set up properly. Try following the instructions in the "Communications Issues" section above in this troubleshooting guide.

 

Error: Account missing in transaction detail lines

You receive this error when exporting a Sales Receipt, Invoice, or Sales Order. QuickBooks error message: "There is an account missing in one or more items used in the transaction detail lines". This error occurs when one of the accounts referenced in your transaction does not have a required account. To resolve the error please make sure all of your items have the required income accounts.

 

Synchronization was working, then stopped

Typically the error you receive is Authentication Failed and lower in the error details Server Unavailable. This happens when the pcadmin/Quickbooks/webservice folder, which is an application directory, is no longer functioning properly. If you have access to IIS, try the following (otherwise contact your Web hosting company):

Remove the application from that folder, and re-add it.

Have your hosting service create a separate application pool and assign it to the application.

Webservice Changes and Database Corruption

 If the connection string for the webservice changes (located in the web.config file in the "webservice" directory), or  the connection between the webservice and the database is broken for any reason while running the web connector, the QuickBooks data will become corrupt. There is no easy way to fix this issue, as you'll have to copy three QuickBooks tables over from the last known "uncorrupted" backup.  To do this, a foreign key constraint has to be removed first, customer records reconciled afterwards, and then the foreign key constraint has to be readded. If you are unable to correct this situation, you can buy additional help through ProductCart.com and contact support after purchase.

Additional Support

Our Support and Updates Plan does not cover Quickbooks Synchronizer troubleshooting. If this article does not solve your Quickbooks Synchronizer problems, you can buy our Quickbooks Synchronizer for Technical Support Incident for small one-time fee, then contact support for follow up. Visit ProductCart.com for more information!