The QuickBooks Sync Log in ServiceCore shows you every record that syncs between your ServiceCore account and your QuickBooks Online (QBO) account, along with the result of each sync.
When a record doesn't sync, the log shows you why so you can quickly fix the issue and re-sync the record, keeping your accounts matching without waiting on our Support team.
Some records depend on other records to sync, so the log also shows how those records connect. That way you know which issue to fix first.
Before You Start
Here are a few things to know before you continue:
- To see if you have access to this feature in ServiceCore, please check out this article on user permission levels.
- You'll need to be an Admin in your QBO account in order to fix anything in that system.
- An "entity" is any record that syncs between ServiceCore and QBO, like an invoice or a payment.
- The sync log shows records going both ways: from ServiceCore to QBO and from QBO to ServiceCore.
- Some entities depend on other entities to sync; if a higher-level entity fails to sync, the entities related to it will fail too. Click here for more information on how entities are linked to each other.
About Entities and Sync Statuses
Knowing which entities sync and what each status means helps you decide where to start when something fails.
Click here for more information on which entities sync between the two systems.
Entities That Sync
These are the entities that sync between your ServiceCore and QBO accounts:
- Accounts
- Chart of Accounts
- Classes
- Credit Memos
- Customers
- Invoices
- Line Item Categories
- Payments
- Payment Terms
- Services
- Service Categories
- Sites
- Refunds
- Tax Agencies
- Tax Codes
- Tax Rates
Some entities depend on other items in order to sync successfully. For instance, if an invoice fails to sync, its related payments and/or credit memos will fail to sync too.
After you fix the invoice and manually re-sync it, it's associated payments and/or credit memos should automatically re-sync successfully.
Click here for more information on how entities are linked to each other.
Sync Statuses
Every entity in your sync log has one of these statuses:
- Critical: The entity failed to sync.
- Warning: The entity failed to sync because a higher-level entity failed.
- Success: The entity synced successfully.
Your sync log lists entities with all three statuses so you can confirm that a record synced successfully as well as find the ones that didn't.
Access Your Sync Log
Your QuickBooks Sync Log lives in the Reports area of your ServiceCore account. Use it any time you want to check a record or find out why one didn't sync.
To access it, just follow the instructions below:
- Click into "Reports" at the top of your ServiceCore account.
- Click to expand the Log Reports section.
- Click to open the QuickBooks Sync Log.
You'll now see your QuickBooks Sync Log with the entities that have synced, their statuses, and the details for each one. Each row in your sync log is a single entity.
Actions: Clickable icons that give you additional information for a Critical or Warning entity.
Synced At: The date and time the sync happened.
Type: The status of the sync.
Direction: "SC → QBO" means ServiceCore sent the entity to QBO. "QBO → SC" means QBO sent the entity to ServiceCore.
Entity: The kind of record that synced, like an invoice or a payment.
Entity ID: The ID of the record in ServiceCore.
QBO ID: The ID of the record in QBO.
Message: Details that explain why the sync failed.
The Critical, Warning, and Success boxes above the list show how many entities have each status in your selected date range. Use the checkboxes in each status box to show or hide that group of entities from your log.
Your sync log can grow long over time. Use the Filter button, Date Range options, and Search field to help you find a specific entity quickly so you spend less time scrolling.
TIP: You can search a ServiceCore or QBO ID to find one specific entity or search words from the Message column to find every entity with the same error.
Fix a Critical Sync Error
A Critical status means an entity failed to sync, so your ServiceCore and QBO accounts don't match yet.
You'll need to find the cause, fix it, and then sync the entity again. Each Critical entity includes a message and a details pop-up that point you to the cause.
To find the cause of a Critical sync error, just follow the instructions below:
- Review the details in the Message column for the flagged entity.
- Click on the information icon in the Actions column to see more.
- The pop-up shows you additional information that's relevant to fixing the underlying issue.
TIP: Click the "View Article" button and find the error message you're seeing to learn how to fix the issue.
After you fix the cause, you'll need to re-sync the entity so it can go through successfully. To do that, just click on the re-sync icon for the error you've fixed.
You'll see a notification appear at the top of your screen confirming whether the re-sync was successful or not.
Fix a Warning Sync Error
A Warning status means an entity failed to sync because a higher-level entity failed first.
You'll need to find that higher-level entity, fix it, and then sync entity again so that the Warning entity automatically re-syncs on its own.
To find the cause of a Warning sync error, just follow the instructions below:
- Review the details in the Message column for the flagged entity.
- Click on the information icon in the Actions column to see more.
- The pop-up shows you which higher-level Critical entity that's stopping the Warning entity from syncing.
TIP: Once you know what Critical Entity ID is stopping the Warning entity from syncing, search for it in the sync log and fix it first.
Once the Critical entity re-syncs successfully, the Warning entity will re-sync and resolve automatically.
Frequently Asked Questions (FAQs)
These FAQs address common questions and quick clarifications to help you use this feature with confidence.
Do I Need to Sync Warning Entities Again?
No, you only need to re-sync the Critical entity. Once it syncs successfully, the Warning entities related to it re-sync automatically.
What Do IPPCustomer and IPPItem Mean?
Those are the names QBO uses for customers and services. You'll see them in the Entity column when a record syncs from QBO into ServiceCore.
QBO also treats sites as a type of customer, so your sites show up as IPPCustomer entries too.
Where Can I Find What an Error Message Means?
Click here for the most common sync errors and how to fix them.
If you have any questions, please reach out to our Support team through the chat widget on the bottom of this page or by sending an email to support@servicecore.com!