Resolving QuickBooks Connection Issues for Webgility Desktop Users

Overview

Webgility Desktop may experience connection problems with QuickBooks Desktop if your QuickBooks company file's location or the way it's accessed varies across your network. These errors typically occur when the path Webgility Desktop uses to find your company file doesn't match its actual location or the way other users access it.

Common Symptoms

You might see an error message similar to:

• "QuickBooks cannot find the company file."

This usually means that while your primary QuickBooks user can open the company file successfully from a specific location (e.g., S:\Shared\Company.qbw), Webgility Desktop or other users are trying to access it from a different, incorrect path (e.g., D:\CompanyFiles\...).

Diagnosis Steps

To pinpoint the problem, follow these steps:

1. Verify the Error Message: Confirm that the issue specifically states that QuickBooks cannot locate your company file.
2. Identify the Expected File Path:
   • Check where your Webgility Desktop or other integrated tools are configured to look for the QuickBooks company file (e.g., D:\CompanyFiles\Company.qbw).
   • Review any shortcuts you use to open QuickBooks, or the settings for your mapped network drives.
3. Confirm Actual File Location:
   • Have the primary QuickBooks user open the company file directly in QuickBooks.
   • Once open, press the F2 key on your keyboard. This will open the Product Information window.
   • Look at the "File Information" section to see the exact path where the company file is currently open (e.g., S:\Shared\Company.qbw).
4. Compare Paths: Note any differences between the path Webgility Desktop expects and the actual location reported by QuickBooks. Determine which path is correct and accessible by all users and systems.

Resolution Steps

Once you've identified the discrepancy, follow these steps to resolve the connection issue:

1. Coordinate with Your IT Team: It is highly recommended to involve your internal IT team or an IT professional to manage file transfers or drive mapping changes, as incorrect modifications can lead to further issues.
2. Move the Company File (If Necessary): If the QuickBooks company file is stored on an unexpected drive (e.g., S:\), move it to the correct, intended directory (e.g., D:\CompanyFiles\) that Webgility Desktop and other users are trying to access.
3. Update Mapped Drives or UNC Paths: Ensure that all users and systems, including Webgility Desktop, use the same mapped drive letter for the company file. If you are using UNC paths (Universal Naming Convention, like \\ServerName\CompanyFiles\Company.qbw), ensure these are consistently updated for all access points.
4. Test Access Across Users: After making any changes, have both the primary QuickBooks user and Webgility Desktop attempt to open the company file from the new, standardized location. Confirm that the file opens successfully without any error messages.

Important Notes

• Always back up your company file before moving it to a new location. This protects your data in case of any unforeseen issues.
• Ensure all shortcuts and integrations that point to your QuickBooks company file are updated with the new file path.
• Verify that all users and Webgility Desktop have sufficient file and folder permissions on the new directory where the company file is located.
• If you are using multi-user mode in QuickBooks, ensure that hosting is set up correctly after moving the company file.