If you are having trouble with your QB Online sync tool and you are getting an error, Please follow the below steps to send the errors into support for troubleshooting. Perform all steps on the machine where the sync tool is installed!
Step 1: Using Windows explorer ( folder) , navigate to the following location C:\Users\Public and create a folder there in this location called " IdsLogs" Be sure to name it exactly as above.
Step 2: Log into AllOrders as the admin go to FILE-->MAINTAIN-->ADVANCED-->RUN DB COMMAND Copy and Paste the below command into the box and click Run. ( this script will allow the error messages to populate in the folder that you just created.)
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delete from companypreference where preferencename = 'QBO_RunDebug';
insert into CompanyPreference (PreferenceName,PreferenceValue)values('QBO_RunDebug','1');
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You should get a message that the command completed successfully. If you get any other message, please contact support at 866-278-6243 X 815
Step 3: Run the sync tool If you get a message saying that " sync is already in progress" proceed to Step 3a. If not, skip to Step 4.
Step 3a: go to FILE-->MAINTAIN-->ADVANCED-->RUN DB COMMAND Copy and Paste the below command into the box and click Run. ( this script will stop any active syncing)
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update [user] set issyncing=0
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Now run the sync tool again.
Step 4: Once the sync has completed its run and you again see the message that there are errors, return to the log file that you created at the below location C:\Users\Public\IdsLogs If you open this file now you should see that it is full of documents. Right click on the "IdsLogs" file and "send to -> zip"( or however you pc makes a .zip file)
Step 5: Once this has been completed and the file has been sent in for review, open the "IdsLogs" folder and delete all of the contents. By doing this, there will be no confusion if you ever need to send other errors.
Step 6: Now we must turn OFF the prefernce to populate the IdsLogs when a sync is run, Go to FILE-->MAINTAIN-->ADVANCED-->RUN DB COMMAND Copy and Paste the below command into the box and click Run.
-------------------------------------------------------------------------------------------------------------- delete from companypreference where preferencename = 'QBO_RunDebug';
insert into CompanyPreference (PreferenceName,PreferenceValue)values('QBO_RunDebug','0');
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You should receive a message that the command has completed successfully. A Member of the support team will be in touch shortly to assist you.
