ERROR

POTENTIAL SOLUTION

Could Not start QuickBooks at ___

Open

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

A QuickBooks company data file is already open and it is different from the one requested or there are multiple company files open.

Open

• 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.

Open

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

Open

• 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.

Error received from QB during __:
Bad Request. Details: The name supplied already exists. : null.

Open

• This issue may occur if you have an existing invoice already in QB with the same Invoice number so you can try adjusting the Invoice number and re-sending

• The company already exists in QB but the QBID does not match so you need to open the Company Record and select “Clear QB ID” (could be a customer or vendor record causing this issue so you might need to clear the ID for both)

• The Company Name character limitations of QuickBooks could cause this error. Our max character count to match their limitation is 41 characters (including spaces).

• This issue may occur if you do not have any QuickBooks GL accounts setup in the Credit.

  Open

  

• This issue may occur if the Customer record in QuickBooks has Business Network Connection enabled (often caused by the customer being created or edited directly in QuickBooks).

  Solution:
  In QuickBooks, open the customer tied to the invoice/bill and remove/disable the Business Network Connection, then save and retry the sync from e-manage.

  If the issue continues after this change, please contact Support so we can review the integration logs and confirm what QuickBooks is rejecting. See the below QB Community article for additional details:
  https://help.developer.intuit.com/s/question/0D5TR00000KeYsv0AF/persistent-unexpected-user-error-11…