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Datto Autotask PSA: Troubleshoot access to the QuickBooks Desktop Extension Item Mapping page

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Topic

When setting up or updating mapping for the QuickBooks Desktop Extension, you may find that the Item Mapping or Expense Mapping pages hang, preventing you from accessing the page that you need. Use the steps below to troubleshoot and resolve the problem.

You can also use these troubleshooting steps if you're having trouble accessing the Expense Mapping, Resource Mapping, or Payroll Time Category Mapping pages.

Environment

  • Datto Autotask PSA

Description

Are you using Internet Explorer?

No

Access to the Item Mapping, Expense, Resource, and Payroll Time Category Mapping pages is only available within the Internet Explorer browser.

The Autotask to QuickBooks connector was built using JavaScript and ActiveX Controls. ActiveX controls are only available for Internet Explorer platform.

Yes

Are you using 32-bit Internet Explorer?

I am using 64-bit Internet Explorer

Although Autotask can run in a 32-bit or 64-bit browser, our QuickBooks connector is only designed to work in a 32-bit browser environment.

I am not sure

Click the computer's Start icon. Then, right-click Computer and select Properties → System section → System Type.

I am using 32-bit Internet Explorer; how do I open 64-bit Internet Explorer?

Click the computer's Start icon. Then, navigate to Documents → Local Disk (C:) → Program Files (x86) → Internet Explorer → iexplore.exe. The browser will launch in 64-bit mode.

I am using 32-bit Internet Explorer

Hanging in Autotask during your transfer or a blank white screen on the Mapping page are symptoms of a misconfigured browser. Review your ActiveX Controls, Trusted Sites, and Pop-Up Blockers to ensure that they match the settings described in our Configure your browser settings content.

If the issue persists, proceed to the next section of this article.

Delete your Temporary Internet Files, Cookies and History

1. In the top-right corner of your Internet Explorer browser window, click the Tools icon.
2. Select Internet Options → General → Browsing History → Delete.

NOTE: Do NOT select the checkbox for Preserve Favorites Website Data. If it is selected (checked), click to clear it.

3. Check the Temporary Internet FilesCookies, and History checkboxes.
4. Click Delete.
5. Close all browser windows.

NOTE: If you do not close all browser windows, the changes you have made to your ActiveX controls will not take effect.

6. After you clear the items from all Tabs and Windows, log back in and attempt your transfer again.

If these steps did not resolve the issue, continue to the next section of this article.

I see a new error message

mceclip0.pngFigure 1: Unable to connect to QuickBooks (click to enlarge)

This message is directly related to browser settings. ALL Active X Controls must be set to Enable.

I'm still experiencing the "hanging" behavior or seeing a blank Mapping page

Please, review with your internal IT team that you do not have a "Group Policy" enabled for your browser settings. If you have a group, you must include our browser settings.

If the issue persists, continue to the next section of this article.

Is your browser in Compatibility mode?

Yes
This feature must be off for the transfer to work. Having your browser in compatibility view has it emulate using an older version of the browser.

I am not sure

Internet Explorer 9 & 10: In Internet Explorer, check for the padlock icon in the address bar, as shown in Figure 2. The icon controls Compatibility View. It is gray when the compatibility view is off and teal when it is on.

Internet Explorer 11: To turn off Compatibility View, in Internet Explorer, click the Tools icon, select Compatibility View Settings, and remove autotask.net or autotask.com from the list.

mceclip2.pngFigure 2: Compatibility View padlock (click to enlarge)

No

Try to reaccess the Mapping page.

If the issue persists, proceed to the next section of this article

Is your UAC (User Account Control) set to "Never Notify?"

What is UAC?

User Account Control (UAC) is a feature in Windows that can help you stay in control of your computer by informing you when a program makes a change that requires administrator-level permission. UAC works by adjusting the permission level of your user account.

To turn off UAC notifications, navigate to Start → Control Panel → User Accounts → Change User Account Control Settings. Configure the setting to Never Notify.

If the issue continues, proceed to the next section of this article.

No. Why is this a requirement?

When attempting to transfer an invoice from Autotask to QuickBooks, the system acts like a program trying to make changes to your machine. We do not provide a prompt to allow this action. If UAC uses any option other than Never Notify, there will be no pop-up to grant permission. Update your UAC to Never Notify. Doing so will require a restart of your machine.

Yes, but I still can't transfer or view the Mapping page.

Are you an Administrator on your local machine?

No

When the logged-in user transfers an invoice, the system creates a log file on the local machine. If the resource does not have full Admin Rights, the system will not be able to write to the log file.

The system also requires full Admin Rights. During the transfer process, the system creates the file. If it does not have full Admin Rights, it cannot create the log file.

Contact your local administrator to configure Full Admin privileges on your local machine, and attempt the procedure again. If the issue continues, proceed to the next section of this article.

Yes

Try to reaccess the Mapping page. If these steps did not resolve your issue, please contact Datto Technical Support.


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