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Resolving Quickbooks Connection Issues for Add-On Users - Webgility Desktop

This article helps Webgility Desktop users (especially add-on) in troubleshooting connection issues with QuickBooks Desktop add-on users caused by company files stored on different drives or directories than expected. These errors often arise from mismatched mapped drive letters (for example, one user accessing via S:\ while others expect D:). The guide provides steps to diagnose and resolve path mismatch issues that prevent add-on users from accessing the QuickBooks company file.

Overview

Add-on users in QuickBooks Desktop may encounter connection issues when the company file is stored in a different drive or directory than expected. These errors often stem from mismatched mapped drive letters (e.g., one user accessing via S:\, others expecting D:\).

This guide outlines how to diagnose and resolve path mismatch issues that prevent add-on users from accessing the QuickBooks company file.

Common Symptoms

  • Add-on users receive an error such as:

    "QuickBooks cannot find the company file."

  • The primary user can access the file successfully from one drive (e.g., S:\Shared\Company.qbw).

  • Other users or add-on systems are mapped to a different drive (e.g., D:\CompanyFiles\...), resulting in failed connections.

Diagnosis Steps

1. Verify the Error Message

  • Confirm the issue is related to QuickBooks being unable to locate the company file.

2. Identify Expected File Path

  • Ask add-on users to share the path their QuickBooks or integrated tools are using (e.g., D:\CompanyFiles\Company.qbw).

  • Check any shortcuts or mapped network drive settings.

3. Confirm Actual File Location

  • Ask the primary QuickBooks user to confirm the active file path (e.g., S:\Shared\Company.qbw).

  • Open the file in QuickBooks and view the path via F2 > File Information.

4. Compare Paths

  • Note any discrepancies between the expected and actual file locations.

  • Determine which path is correct and accessible by all users.

Resolution Steps

1. Coordinate with Customer's IT Team

  • Advise the customer to involve their IT team to manage file transfers or drive mapping changes.

2. Move the Company File (If Needed)

  • If the file is stored on an unexpected drive (e.g., S:\), move it to the correct directory (e.g., D:\CompanyFiles\) as used by other users or systems.

3. Update Mapped Drives or UNC Paths

  • Ensure all users and systems:

    • Have the same mapped drive letter for the company file.

    • Update UNC paths if applicable (e.g., \\ServerName\CompanyFiles\Company.qbw).

4. Test Access Across Users

  • Ask both the primary user and add-on users to open the company file from the new location.

  • Confirm that the file opens successfully without error messages.

Important Notes

  • Always back up the company file before moving it to a new location.

  • Ensure all shortcuts and integrations are updated with the new file path.

  • Check that all users have sufficient file/folder permissions on the new directory.

  • If using multi-user mode, ensure hosting is set up correctly after the move.