Troubleshooting and Resolving Connection Issues with QuickBooks Desktop and QuickBooks Online

Overview

When customers report issues connecting QuickBooks to Webgility, the root cause can range from authentication failures to software version mismatches or network settings. This article outlines a systematic support workflow to diagnose and resolve the QuickBooks-Webgility connection problems.

Common Symptoms

• Webgility unable to sync with QuickBooks Desktop/Online
• Error messages indicating failure to connect or authenticate
• Previously working integrations suddenly fail to operate as expected

Common Error Messages

Typical connection error messages include

• "Could not connect to QuickBooks. Please ensure QuickBooks is running."
• "Authentication failed. Please check your login credentials."
• "Webgility was unable to find the QuickBooks company file."
• "Permission denied. Webgility does not have access to QuickBooks." Request and document the exact error message or screenshot to assist in troubleshooting.

Diagnostic Steps

1. Gather Preliminary Information

   • QuickBooks version (Desktop/Online, year/build)
   • Webgility version and deployment method
   • Recent changes: credentials, upgrades, system/network changes
   • Error messages/screenshots if available

2. Check System Requirements

   • Confirm both QuickBooks and Webgility meet supported versions and updates.
   • Verify compatible operating system and user permissions.
   • Update Both Applications Simultaneously:
     • In QuickBooks, go to Help > Update QuickBooks Desktop and apply all available updates.
     • In Webgility, go to Help > Check for Updates and apply updates if needed. Ensure both are on the latest compatible versions.

3. Review Network and Connectivity

   • Ensure machines are online and on the same network (if using Desktop).
   • Check firewall/antivirus exclusions for QuickBooks and Webgility processes.
   • Verify Network Settings:
     • Confirm that no VPN or proxy is interfering with communications.
     • For QuickBooks company files stored on a network, verify UNC path accessibility.
     • Check Windows file sharing and ensure the relevant folders are accessible from the client workstation.

4. Validate QuickBooks Company File Access

   • Ensure that you can manually open their QuickBooks company file.
   • If using QuickBooks Desktop, verify QuickBooks is running in multi-user mode if needed.
   • Verify QuickBooks File Permissions:
     • Right-click the company file in Windows Explorer > Properties > Security.
     • Ensure the user account running Webgility has Full Control.
     • If file is hosted, confirm that network users/groups have correct read/write access.

Reconnection Procedure

1. Guide on Credential Re-entry and Linking

   • Open Webgility and navigate to Connections > Accounting/POS/ERP > Edit Connection.
   • Select Disconnect, then proceed to Connect.
   • Enter valid QuickBooks credentials when prompted.
   • For QuickBooks Desktop integrations, make sure QuickBooks is running as Administrator and the correct company file is open.

2. Review and Grant Permissions

   • On prompt, grant permission in the QuickBooks "Access Confirmation" dialog.
   • In QuickBooks, navigate to Edit > Preferences > Integrated Applications > Company Preferences to verify Webgility has the necessary permissions.

3. Test the Integration

   • Attempt a test sync or data pull from Webgility to QuickBooks.
   • Confirm that no errors are displayed and expected data transfers are successful.