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  2. QuickBooks Integration

QuickBooks Desktop Glossary of Error Messages

Product Team
Updated

The purpose of this help article is to provide you with a glossary of the most common QuickBooks Desktop sync errors you might encounter when reviewing your error logs. Along with the error messages, we also provide a human-readable translation and instructions for how to solve the errors. 

That being said, sometimes the error messages are a little confusing and hard to figure out what to do to fix them. We're here to help if you get stuck. Please submit a support request if you need assistance.

Before You Start

Here are some things to know about troubleshooting and fixing your sync errors:

  1. If your ServiceCore account is not enabled to sync with QuickBooks Desktop, this article doesn't apply to you
  2. QuickBooks Online users should go to this article instead: QuickBooks Online Glossary of Error Messages
  3. Please read over this article so you are familiar with how the sync works: About QuickBooks Desktop Sync
  4. The most common way to re-sync a failed item is to edit and re-save the item in ServiceCore
    1. You don't need to edit anything on the page
    2. Simply click Edit for the item and then click Save
    3. That's all it takes to trigger the item to re-sync
  5. If you have an item that is linked to multiple transactions in your account, for example, an invoice that is linked to 5 payments, to get everything to re-sync you will need to:
    1. Edit and re-save that invoice
    2. Then you will need to edit and re-save all the linked payments
  6. To sync your changes from ServiceCore to QuickBooks Desktop, you must manually click the Web Connector in QuickBooks Desktop
  7. Here are our recommendations about Sync Frequency

How Items are Linked in ServiceCore

For visual explanation of how items are linked together and sync to Quickbooks, below is a decision tree flow diagram to explain why when, for example, a payment doesn't sync, you must check the invoices, service line items, account names and more to find the root cause of the sync failure. A good way to think about this is that it's creates a "cascade" effect, like a waterfall, dominos or chain reaction. A failure in one thing far down the chain will cause the next link to fail, and then the next, and so on.

Click on the image to open it full size:

QBO_Payments_Not_Syncing.png

Glossary of Error Messages

Error Message / Translation Steps to Solve

“ERROR:(3145) - The name "<customer-name>" of the list element is already in use”

Sync direction: Bridge → QBD

Item Causing Error: Customer.

Translation: The customer name is already is use on the QBD file.

Please double check in QBD file if any of these items could have the same name:

  • Customer
  • Vendor
  • Employee records

Once you have confirmed there is a record with the same name:

  1. Either the record in QBD, or the record in ServiceCore will need to be updated with a name that is unique
  2. As long as the names are not exactly the same, it should resolve this error
  3. If you add just a single . to one of the records, that is enough to count it as unique
  4. Re-run the web connector when it's convenient for you

ERROR:(3165) - Object "[id]" specified in the request cannot be found. [optional:] QuickBooks error message: This feature is not enabled or not available in this version of QuickBooks.

The portion marked "[optional:]" may or may not appear, and does not change the error or its possible resolutions.

This error may occur either due to a missing invoice or due to an invoice paid in QuickBooks with a payment not in ServiceCore.

If the invoice exists in QuickBooks:

  1. Check the payments attached to the invoice and compare them to the payments in ServiceCore
  2. Delete any payments that do not exist in ServiceCore from QBD.
  3. Recreate the deleted payments in ServiceCore as needed and resync

If the invoice does not exist in QuickBooks:

  1. Find the invoice in ServiceCore, edit it, then save it without making changes.
  2. Resync.

ERROR:(3175) - There is an invalid reference to a parent "<customer-name>" in the Customers list. QuickBooks error message: Invalid argument. The specified record does not exist in the list.

Sync direction: Bridge → QBD

Entity: Customer

Translation: This Site’s parent customer is not found during the sync. Generally indicating that there was a name change on the customer, which did not cascade. 
  1. Take the customer name from the error message to find if the customer exists in ServiceCore with the exact same name
  2. Edit and re-save the customer in ServiceCore
  3. Find the site in ServiceCore
  4. Edit and re-save the site in ServiceCore to push the customer name update into Bridge
  5. Re-run the web connector when it's convenient for you

ERROR:(3185) - There is an invalid reference to QuickBooks Customer "<customer-name>" in the ReceivePayment. QuickBooks error message: Invalid argument. The specified record does not exist in the list.

Sync direction: Bridge → QBD

Item Causing Error: Payment

Translation: The customer this payment is for is not found during the sync.
  1. Check the Customer in ServiceCore
  2. Verify that the name listed in the error message is the same as the name in ServiceCore and in QuickBooks
  3. It is possible that the customer name changed in ServiceCore, and did not cascade to the payment’s record
  4. Edit and re-save the payment to ensure the payment has the updated customer name
  5. Re-run the web connector when it's convenient for you

ERROR:(3220) - There was an error adding, modifying or deleting [id] because it is already in use. Quick Books error message: The transaction could not be locked

This error means that the file record is opened by a user.

Have all users close QuickBooks before starting a sync.

ERROR:(3255) - The "AppliedToTxnAdd payment amount" field has an invalid value "[value]". QuickBooks error message: You cannot pay more than the amount due

This message is reporting that the payment amount from ServiceCore would overpay the target invoice in QBD.

This error may occur due either to a partial payment in your QBD that does not exist in ServiceCore, or due to slight differences in invoice total calculation between QBD and ServiceCore. To determine which:

  1. Locate the invoice in QBD associated with the error.
  2. Check whether any payments associated with the invoice in QBD do not exist in ServiceCore.

If there are extra payments in QBD, that is likely causing the problem. To resolve the issue,

  1. Delete the extra payment in QBD
  2. Recreate the deleted payment in ServiceCore and sync the new version to QBD.

If there are not extra payments in QBD, the issue is likely a slight calculation difference between the two systems. In this case:

  1. Add an adjustment line item to QBD so that the invoice totals match
  2. Resync the payment

Income Account <Account Name> could not be found in ServiceCore.

Sync direction: Bridge → SC

Translation: The Entity being synced (usually a service) is reporting a relationship to an Account whose Full Name does not match any ServiceCore Account’s Full Name.

This issue can be caused by the “Show lowest subaccount only” setting in QBD.

  1. In QBD, go to Edit > Preferences > Accounting > Company Preferences
  2. Uncheck the box for "Show lowest subaccount only"
  3. Re-run the web connector when it's convenient for you

Site Must Have Parent Customer

Sync direction: SC → Bridge

Translation: The Site is missing a customer.
  1. Verify that the site has a parent customer in your QBD account
  2. Verify the site and customer relationship is correct in ServiceCore
  3. Re-run the web connector when it's convenient for you

 Other errors not on the list above

If you encounter an error that isn't listed above, please submit a support request to ServiceCore to assist you.

 

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