Sale 2010

The QuickBooks Web Connector sync hangs & dies on a request between 10-24 and dies on the same request every time.

This could be indicative of many things, but the first thing to do is switch your logging style to VERBOSE and then try the sync again. For more information about switching to VERBOSE, please click here.

The QuickBooks Web Connector dies before it begins the sync and displays an error message that says “Unable to Authenticate” or some variation of that message.

This most likely means that you have enabled password protection for your QuickBooks file and are using a different userid or password for QuickBooks than you are for your store. The userid for QuickBooks should be the main admin email address and the password should be the password you use to login to the Admin Control Panel.

I can’t add the shoppingcart.qwc file to my QuickBooks Web Connector. I receive a QWC 1039 error that says “An application is already loaded with the same FileID.” or “Unique FileID/AppID required”.

If you double-clicked on the shoppingcart.qwc file instead of adding it/running it from QBWC, then run the program from QuickBooks Web Connector only and you won’t receive that error. If it has not yet been added to QBWC and you are still seeing this error, please download the tool here and follow the instructions on that page.

I cannot delete the shoppingcart.qwc file from QuickBooks Web Connector.

This probably means that you do not have the QuickBooks company file open that was previously associated with that QWC application file. You must have QuickBooks open and that company file loaded in order to delete the application file from QBWC.

I want to clear my sync information from my store and start over.

To do this, login to the Admin Control Panel for your store and click Settings -> Accounting Settings and then untick the Intuit QuickBooks checkbox in the General Settings tab and click the Save button. Then tick the Intuit QuickBooks checkbox and click the Save button to reset the sync. There is no similar tool for clearing the information from your QuickBooks company file other than creating a new company file.

I’m having trouble with the sync. How does the shopping cart support staff review my log files? What can I look for in the log files to help myself understand what is going on with my sync?

To export the sync log to a text file for review, open QuickBooks Web Connector and then click the View Log button. We recommend running the full sync in VERBOSE mode before trying to read the log file. The easiest way to parse the file is just to search for the word “error”, so scroll to the bottom of the file, click Edit -> Search or CTRL-F and then search “Up” for the word “error” (minus the quotes). If you see an error of the type “Error: Array ####” where #### represents an integer, ignore it and keep tracking upwards. The real reason for the sync failure will typically be listed just above the next to last Array error notification. Array errors are indicative of an empty array due to a problem with another portion of the sync. Log files are notriously difficult to read, and if you can’t sort it out and need assistance from the support staff, just save that log file to your local computer and then send it in to shopping cart support as an attachment to an email to the support system and a ticket will be opened with that file attached. If you do not know the support email address, please request it from your sales contact.

I cannot download the application file from the Accounting Settings menu and I am using 5.6.1 or an earlier version of the shopping cart software.

There was a known issue with the download and Internet Explorer browsers not allowing the download. You should be able to download it in IE or any other browser in version 6.0 of the shopping cart software or you can download it in any prior version using a different browser other than IE. I would recommend Mozilla Firefox, which is available as a free download here.

I receive an error when attempting the sync. The error is “QBWC1012: Authentication failed due to following error message.” or “The underlying connection was closed: Could not establish trust relationship for the SSL/TLS secure channel”.

That means that the CertURL setting in your shoppingcart.qwc file – the file you download from your store’s Accounting Settings menu and then load into QuickBooks Web Connector – is pointing to a URL that is either invalid or generating an error whenever QuickBooks tries to access the page. Generally the best thing to do is to remove the current application from QBWC by opening QuickBooks and your company file, then opening QBWC and clicking the Remove button at the far right of the row, then downloading a new file from your store and loading it into QBWC. That way your application will be using the current SSL certificate location.