QBO sync - nothing from Feb 17 onward

John Bender shared this problem 12 days ago
Not a Problem

Hi there,

None of our confirmed orders after 2/16 are being synced to QBO. Can you help?

John

Comments (8)

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It appears to be working so you'll need to give us exact leads/payments that are missing to be more specific. But I see in some cases that there may have been some manually entered invoices, so we could not update those. Meaning payments for those will not go in. Also the account had deleted Rentals:GLO 2 Headphones Rental (deleted), so some invoices including that item are not going in.

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Hi Cody, thanks for the reply. The most recent confirmed order that didn't make it in to QBO was 7434933; neither the invoice nor the payment was created in QBO. Can you explain what you mean when you refer to manually created invoices and deleted items? As far as I can tell, none of the leads in question seem to contain deleted items.

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When we sync with QBO, we create accounts and items that are referenced on your invoices. It appears someone is deleting those in QBO. It's causing our references to those items to fail, which causes the invoice entry to fail. For the lead you are referencing, QBO is returning this error message:

Invalid Reference Id : Product/Service assigned to this transaction has been deleted. Before you can modify this transaction, you must restore Rentals:1/8 to Dual RCA Cable Rental (deleted). Rentals:1/8 to Dual RCA Cable Rental (deleted)

To fix this, you need to either undelete the item in QBO, or we need to clear the reference so we can create it again. But if you are deleting things in QBO, this will only continue to happen.

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Thanks for that info Cody. Where would I go to review QBO error messages? Both the Queue and Log tables in my "Quickbooks" settings page in IO show no data.

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Unfortunately, error messages and log information for the online version isn't available to you. Those pages are for Desktop sync. We are hoping to add this information to the new version. You'll have to ask if you need us to look them up. Thanks!

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Thanks Tim, that visibility would be great to have in the future. Do I also understand correctly that only transactions for customer-/API-created leads will sync back to QBO, and that admin-created leads will not have their transactions synced? Cody referred to that in his initial response.

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No, they will all sync. He meant that if you manually input an invoice in QB that it's possible it would conflict with the same one we are trying to enter for you and then fail. If you enter one manually in QBO, you will then have to enter all it's payments manually too. Keep in mind any change you want to see on an invoice, etc in QBO, you should do in IO. Otherwise the next time we update, we may overwrite those changes.

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That makes sense. Thanks Tim!