Few things can be as frustrating as creating an invoice or receiving a payment and clicking the Sync Now button in the QuickBooks Service Fusion Integrator (download/install), only to have the invoice or payment fail to sync. To better assist in deciphering the, at times mysterious, error messages and reasons for sync failure, please view the tips below. This is not an exhaustive list by any means; errors can vary widely and some are less common than others. If you have an error that mentions txnID, please do not search the numbers following txnID-- those numbers are specific to your account only and will not yield any results.
**To quickly find your specific error, please consider using the in-browser find-on-page feature (Control F) and type in a portion of your error into the search window. If your error is not listed, please contact us!
You are always, always, welcome to contact Service Fusion Support Team for assistance with any and all QuickBooks related challenges, and we encourage you to do so! This guide only serves to explain some of the more common error messages, simply as a supplemental resource.
To find errors for failed Customer or Item (product/service) imports: Hover your mouse over the line highlighted in red. A line highlighted in green does not indicate it has synced; it means that line has been selected and is highlighted. If something has successfully synced, it will disappear from the visible list.
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To find your Sync Logs: The Service Fusion QuickBooks Integration plugin stores logs from every sync on the local computer the sync runs, generally the C:/ drive. To find the sync logs, open the Windows File Explorer, navigate to the C:/ drive, and find the folder labeled Service Fusion QuickBooks Integration.
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Then open the SyncLogs folder (not the Log folder)
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Then, sort the Notepad files in date order.
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One file is created per day; all syncs from that day will be in the same file. To find the most recent sync, scroll to the bottom. The sync log will be organized in this order: Items (products/services), Customers, Invoices, Payments. Anything imported successfully to QuickBooks will say "DONE", and anything that did not successfully import will say "FAILED" followed by an explanation, or error message.
When syncing Items, Customers, Invoices, or Payments: String too long.
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This error message states a character limit has been exceeded. QuickBooks Desktop has character limits for some fields that Service Fusion does not have limits for, or has different limits. You can read about what these character limits are here.
Commonly, it is the customer's name that exceeds the character limit, but it can also be the contact name, memo, or description. Try opening the invoice or payment in Service Fusion, and looking for any fields that seem longer than normal. Revise these fields to comply with QuickBooks ' limitations, and then run the sync again.
When syncing a payment: Cannot create payment. Customer name from invoice {number} is different.
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This often happens where there is a parent/sub customer relationship. It's possible the customer name on the payment does not match the customer name on the invoice. Begin by opening the invoice in Service Fusion, and the invoice in QuickBooks . Compare the two, and make sure the names are identical. If they are not the same, change the name in QuickBooks to match what is in Service Fusion, by selecting the Customer Name drop-down menu at the top left of the invoice screen and applying the correct customer.
Then, check the payment in Service Fusion. Confirm it has the same customer name as the invoice in Service Fusion. It is possible the payment may only reflect the sub account; if so, change it to the parent account to match the invoice. Then, save the payment, and run the sync again.
When syncing a payment: Cannot create payment. Payment amount greater than invoice {number} balance.
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When a payment fails to sync over because the amount syncing to QuickBooks is greater than the total due in QuickBooks , it may be due to a tax or discount issue. Begin by opening the invoice in Service Fusion, and the invoice in QuickBooks . Compare the two, and check line item by line item for any differences. For example, a tax item may exist in both Service Fusion and QuickBooks (i.e. Dallas Tax) but if the rate for the tax is set in Service Fusion (i.e. 8%), but not set in QuickBooks (i.e. 0%) the percentage rate will not transfer with the invoice, and QuickBooks will use the rate saved in QuickBooks on the invoice. (QuickBooks guide on changing/editing tax rates here).
You can choose to manually adjust the invoice in QuickBooks, or edit and save the invoice in Service Fusion to prompt it to sync again. You should then be able to sync the payment successfully.
When syncing a payment: The ticket parameter is invalid.
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This error indicates the sync was interrupted, usually by a QuickBooks crash. Open your Task Manager and end any tasks related to QuickBooks and the Service Fusion QuickBooks Integrator plugin, then log into QuickBooks. Open the Service Fusion QuickBooks Integrator, and run the sync.
When Syncing a payment: Cannot create payment. Invoice {number} does not exist in QuickBooks.
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When syncing an invoice payment, QuickBooks will look for the invoice number to apply the payment to. If QuickBooks cannot find the invoice number, try searching in QuickBooks by customer name/account history and see if perhaps the invoice has been deleted or if the invoice number was changed. Or, the invoice may not have synced from Service Fusion, possibly due to an error on the invoice portion of the sync. Identify the reason the invoice failed to sync, resolve the error (either with the help of this guide or with the Service Fusion Support Team's assistance), then sync the invoice and ensure it has synced without issue. Then, sync the payment.
When syncing an invoice or a payment: Cannot create invoice/payment. Customer {name} does not exist in QuickBooks.
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First, check in QuickBooks to see if the Customer does exist. They may simply be inactive and need to be made active again. If the customer is not in QuickBooks in any capacity, check the sync log and see if perhaps the customer name is listed as one that failed to import. Resolve the reason for why it failed to import (common errors are String Too Long [see above], or an invalid reference to a tax item, or the customer name may exist in another list in QuickBooks such as vendor or employee lists). Simply adding the customer to QuickBooks is not advised. For best results, the customer should sync from Service Fusion to QuickBooks.
After the customer has been confirmed to exist in QuickBooks , you can open the Service Fusion QuickBooks Integrator if it not already open, and run the sync.
When syncing an invoice, or when importing items (products/services) from Service Fusion to QuickBooks: The given object ID "" in the field "list id" is invalid
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While the verbiage is vague, this is one of the simpler errors to resolve. This error indicates the Chart of Accounts is not fully set up, or is missing accounts. To configure the Chart of Accounts of the Service Fusion QuickBooks Integrator, log into QuickBooks as the Admin user, in multiuser mode, and then open the plugin and select Configuration next to the QuickBooks file path. It may take a moment to open; this is normal. When it opens, select Account Settings from the menu on the left (visible in the screen shot above). Check for any missing or blank drop down menus, and fill them in. You can find the guide on settings up the integrator here, or contact our Support Team for additional guidance.
After the Chart of Accounts has been fully filled out, you may import your items or run the sync again.
When syncing a payment: Cannot create payment. Invoice {number} is paid.
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When a payment fails to sync and gives the reason the invoice is already paid, there are two likely scenarios: the invoice number already exists in QuickBooks for a different invoice and is paid, or the payment was received in both Service Fusion and QuickBooks.
Open QuickBooks and search for the invoice number the payment should apply to. Make sure the information on the invoice in QuickBooks is consistent with the information on the invoice in Service Fusion.
If it is not the same invoice content, but is the same invoice number, you will need to change the invoice number in one system or the other to make sure these are different (guide here). To change an invoice number in Service Fusion, the payment will need to be voided (guide here), and later re-entered. It is important to make sure the invoice numbers in Service Fusion and QuickBooks do not overlap, as items synced from Service Fusion may overwrite old invoices if the invoice numbers are the same. Remember, Service Fusion by default starts with invoice 1000, so you may need to change the number sequence (guide here for QuickBooks /Service Fusion invoice numbers).
If it is the same invoice and all information is consistent between the two software systems, then it's possible the payment was recorded in both systems. One option is to delete the payment in QuickBooks, and sync the payment from Service Fusion. Another option is to leave the payment in QuickBooks, and not sync the payment from Service Fusion. For assistance in removing a payment from the sync queue so it will stop attempting to sync, please contact us!
When syncing an item: There was an error when modifying a ItemService. Cannot use SaleAndPurchaseMod aggregate when the item is not reimbursable.
The wording of this error can be quite intimidating as it isn't completely clear what the cause could be. Luckily, it is not a difficult fix! In order to correct this error, QuickBooks Desktop will need to be in Single User Mode. Click the Lists tab at the top left of QuickBooks and select Item List from the resulting drop down to get to the products and services list.
Locate the specific item that is causing the error within the list of items within QuickBooks and double click to open the details of that item. Below the Unit of Measure drop down is a check box labelled "This service is used in assemblies or is performed by a subcontractor or partner". This check box will need to be deselected in order for the item(s) to sync over without issue. Once this box has been deselected for all affected items, attempt to re-sync and the items should sync over!