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Stephanie Pepper (e-manage|ONE)

Stephanie Pepper (e-manage|ONE)

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ERROR

POTENTIAL SOLUTION

  • Run QB13.exe from the e-manage folder. C:\Program Files\e-manageONE

  • The file path within Quickbooks and e-manage most likely does not match. To check:

    • In QB: File → Open Previous Company. Top one will be the path in QB

    • In EM: Tools → Configure User Settings → Quickbooks. Refer to UNC path.

    • You will want to make sure Quickbooks is opening the same way as the path in EM.

  • The user may have a different company file open (a backup for example).

Not able to send anything to QB

  • Check the path within QB by going to File → Open Previous Company and ensure the path is the same as in EM User Settings

Invoice is mapping to incorrect accounts / not showing account name

  • Within our Admin program, verify the correct accounts are mapped within the Product Types drop-down list

  • Ensure all accounts are active, and appropriately marked as Active and Receivable and/or Payable in the Chart of Accounts

Deposits for a new division won’t push to QB (no error)

  • Please contact support for assistance. The following is information for internal troubleshooting.

  • Check the Accounts table and make sure the deposit account for the new division has a QBListID. If not, make it the same as the other division

**NOTE: Only manually set this if the new division is using the same accounts as the old division.

Not able to send particular items, no error message (does nothing) or error about ListID

  • Click the “+” next to the item not sending and verify all the Accounts have a QBListID. If not, re-import chart of accounts

    • If that doesn’t work, search in QB’s Chart of Accounts (Lists → Chart of Accounts → Search for account name) to make sure there aren’t 2 accounts with the exact same name (income vs expense but both named the same for example).

Cannot push payment over. QuickBooks error message: You cannot pay more than the amount due.

Option 1:
- Enter actual amount due in e-manage and not the overpayment amount.
- Push over to QuickBooks.
- Enter and process credit in QuickBooks.
- Add a note in e-manage regarding overpayment and how credit was processed (credit on file or check number issued).

Option 2:
- Enter actual amount due in e-manage and not the overpayment amount and do not push over to QuickBooks so check ‘Sent To Accounting’
- Manually enter the payment in QuickBooks with the overpayment amount. You will be prompted by QuickBooks on how you would like to process the credit (credit on file or check number issued).
- Add a note in e-manage regarding overpayment and how credit was processed.

Commissions won’t send to Quick Books (no error message)

  • Check the Salesperson Drop Down list in the HR module to ensure it is tied to the correct salesperson

  • Check the “Sales Credit Type” on the Project Information screen, it can not be blank.

Tokens Invalid

image-20241118-221729.png

  • This issue occurs because you are not logged into QuickBooks Online (QBO) within the QB Integration app (top right corner).

  • QBO allows you to remain logged in for up to 100 days. After this period, you must log in again to re-establish the connection.

Info

Other general items to check when having QuickBooks Integration Issues:

  • Account is marked as Active in both e-manage & QuickBooks. Check in QuickBooks by navigating to Lists → Chart of Accounts → Right Click on Account → Edit Account → Ensure “Account is Inactive” is not checked. In e-manage navigate to Finance > View / Configure QB Chart of Accounts → Account is marked as “Use in e-manage” and the “Receivable” and/or “Payable” boxes are ticked.

  • Check if the Customer or Vendor is setup in QuickBooks and that the Company ID matches. If you edit the Company Record in QuickBooks you run the risk of breaking the connection between e-manage and QB for that Company. You can check the “Company ID” in e-manage by navigating to Today → Companies → Locate the Company Record → Check the Company ID field. This should be the “Account Number” on the Company Record in QuickBooks.

  • A common cause of integration issues is the presence of special characters in fields such as Project Name, Company Name, or Address, which are not supported by QuickBooks. For more detailed troubleshooting steps, refer to the full QuickBooks Acceptable Characters Guide. While these fields function normally in e-manage|ONE, QuickBooks Online has known API limitations that can cause errors when special characters are included. Since QuickBooks has not provided a definitive list of restricted characters for API transactions, we strongly recommend avoiding special characters in these fields to prevent sync failures.