Troubleshooting the QuickBooks Web Connector
If you have successfully been using your QuickBooks Web Connector to synchronize order and data from TurnLink to your QuickBooks Company File and it is no longer working as expected, please review the following list to fix your problem.
1. Did you move or rename your QuickBooks Company File?
1. Did you move or rename your QuickBooks Company File?
Depending on your settings, TurnLink is able to add orders to your QuickBooks file even if the company file is not open. If this is how your integration was initially setup and you rename or move your QuickBooks Company File, you will need to alert the TurnTree Support Team so we can update accordingly on our end. Please navigate to Support > Contact while logged into TurnLink and let us know that you have changed the location or name of your file and we will promptly help you set it back up properly.
2. Did you switch to a new computer and are setting up the Web Connector a second time?
2. Did you switch to a new computer and are setting up the Web Connector a second time?
If you still have access to your original setup it is extremely helpful for you to first REMOVE the original snap-in from the Web Connector on that computer, regardless of whether you will ever be using that computer again. By clicking the Remove button to the right of the snap-in for TurnLink Sales Manager Synchronize, you will be prompted to de-authorize and remove the snap-in. Once it has been successfully removed, you can then move your QuickBooks company file to the new computer and should not have issues re-installing the snap-in.
1. Download the CP3Tool from QuickBooks @ http://developer.intuit.com/downloads/public/QBWC_CP3Tool_Installer.exe
2. Run the downloaded file (QBWC_CP3Tool_Installer.exe) and select the Launch QBWC_CP3Tool when finished.
3. Minimize the CP3Tool.
4. Open QuickBooks with your company file open.
5. Make a backup copy of the company file (the tool asks you to do this, so it is easier to do it first).
6. Open the CP3Tool.
7. Press Select File and browse to the .qwc file that you were using on your old computer (TurnTree can resend it to you as you will need it to install on the new machine as well when finished).
8. Press Remove Stamp.
9. The tool will tell you the Owner ID has been successfully removed.
10. Close the CP3Tool program.
11. Follow the instructions in the first section of this document to re-install the Web Connector and snap in on your new machine.
3. Did you change your TurnLink password associated with the username listed in the QuickBooks Web Connector snap-in?
4. Is it possible that someone changed settings in your QuickBooks file?
If you were unable to REMOVE the snap-in on your old computer due to a computer crash or IT person making the change before you were able to perform this step, follow these directions:
1. Download the CP3Tool from QuickBooks @ http://developer.intuit.com/downloads/public/QBWC_CP3Tool_Installer.exe
2. Run the downloaded file (QBWC_CP3Tool_Installer.exe) and select the Launch QBWC_CP3Tool when finished.
3. Minimize the CP3Tool.
4. Open QuickBooks with your company file open.
5. Make a backup copy of the company file (the tool asks you to do this, so it is easier to do it first).
6. Open the CP3Tool.
7. Press Select File and browse to the .qwc file that you were using on your old computer (TurnTree can resend it to you as you will need it to install on the new machine as well when finished).
8. Press Remove Stamp.
9. The tool will tell you the Owner ID has been successfully removed.
10. Close the CP3Tool program.
11. Follow the instructions in the first section of this document to re-install the Web Connector and snap in on your new machine.
3. Did you change your TurnLink password associated with the username listed in the QuickBooks Web Connector snap-in?
If you changed your TurnLink password, simply open the QuickBooks Web Connector, click on the Password field on the line in the snap-in and enter your new password, click tab and then Yes to save the new password.
4. Is it possible that someone changed settings in your QuickBooks file?
To confirm everything is setup properly, open your QuickBooks company file, click on Edit > Preferences… and then Integrated Applications on the left side of the preferences options. Make sure that ‘TurnLink Sales Manager : Synchronize username’ is checked to Allow Access. If it is not, check the line so that access is restored to your QuickBooks Web Connector snap-in.
5. Is your QuickBooks returning unexpected or seemingly incorrect messages when trying to synchronize orders (e.g. saying an Item code does not exist in your QuickBooks Item List when you are certain it does and that you have it listed properly in TurnLink)?
5. Is your QuickBooks returning unexpected or seemingly incorrect messages when trying to synchronize orders (e.g. saying an Item code does not exist in your QuickBooks Item List when you are certain it does and that you have it listed properly in TurnLink)?
Sometimes QuickBooks files have unknown issues from normal day to day usage. QuickBooks has built in a way to self-repair.
a) In QuickBooks with your company file, simply click on File > Utilities > Verify Data
b) After QuickBooks verifies your data (which can take a while for large company files) it will tell you if there is an issue.
c) If you have an issue QuickBooks will walk you through the steps of Backing up and Rebuilding.
d) Requeue your orders in TurnLink and run the web connector.
6. Is your QuickBooks Web Connector opening with a message similar to ‘QBWC1085 : There was a problem with the log file.’ ?
a) Open a Windows explorer folder and browse to C:\Program Data\Intuit\QBWebConnector
b) Right-click on the folder and then click on the Security tab.
c) Click the Edit… button in the middle of the dialogue box.
d) Click the Add… button
e) Type your User Name in the box and then click ‘Check Names’ which should return the proper user name (e.g. THISCOMPUTER\USERNAME) and click OK if this is the correct user that logs in to use the Web Connector.
f) When the ‘Permissions for log’ box returns, click on the user name that you just added in the ‘Group or user names’ area on top.
g) Click the Full Control checkbox underneath ‘Allow’ in the bottom of the dialogue and then click OK twice to save the changes.
Problem: The Web Connector unexpectantly crashes when you run it the first time
a) In QuickBooks with your company file, simply click on File > Utilities > Verify Data
b) After QuickBooks verifies your data (which can take a while for large company files) it will tell you if there is an issue.
c) If you have an issue QuickBooks will walk you through the steps of Backing up and Rebuilding.
d) Requeue your orders in TurnLink and run the web connector.
6. Is your QuickBooks Web Connector opening with a message similar to ‘QBWC1085 : There was a problem with the log file.’ ?
Usually this occurs if the Web Connector was setup by a different Windows user on your system than the one you are logged in.
a) Open a Windows explorer folder and browse to C:\Program Data\Intuit\QBWebConnector
b) Right-click on the folder and then click on the Security tab.
c) Click the Edit… button in the middle of the dialogue box.
d) Click the Add… button
e) Type your User Name in the box and then click ‘Check Names’ which should return the proper user name (e.g. THISCOMPUTER\USERNAME) and click OK if this is the correct user that logs in to use the Web Connector.
f) When the ‘Permissions for log’ box returns, click on the user name that you just added in the ‘Group or user names’ area on top.
g) Click the Full Control checkbox underneath ‘Allow’ in the bottom of the dialogue and then click OK twice to save the changes.
Problem: The Web Connector unexpectantly crashes when you run it the first time
Solution: Make the sure the "Company Name" field of the company info isn’t blank. Go here within QuickBooks: Company > Company Information. If the "Company Name" field is blank, fill in your company name. Click OK. Run the WC again."