Autotask PSA: QuickBooks Desktop: Troubleshooting steps

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Topic

This article discusses troubleshooting steps when the QuickBooks Desktop integration fails during the transfer of an invoice or purchase order from Autotask PSA to QuickBooks Desktop. Use this article when your QuickBooks Desktop transfer does not complete.

Environment

  • Autotask PSA
  • QuickBooks Desktop

Description

Troubleshooting Steps 

Check browser settings

Autotask's Browser Check tool does not check for settings required by some integrations like the QuickBooks Integration. You should not use it to verify browser settings.

1. Review the Configure Your Browser Settings online help document and make sure that your browser settings are up to date. 

2. Confirm the browser settings are correct (other than transferring an invoice) by going to Admin Extensions and Integrations  Quickbooks Extension  Item Mapping. If the page is blank, recheck the browser settings.

Check the folder structure

1. Check your C:\ drive for each of the following folder paths:

C:\Program Files\Autotask\AutotaskConnect\QuickBooks\Logs
C:\Users*your username*\AppData\Local\VirtualStore\Program Files\Autotask\AutotaskConnect\QuickBooks\Logs

Note: *your username*\ refers to the username you use to log into your machine.

If one of the above folder paths do not exist, you must create it. You must be an admin on your machine to create the folder path.

2. After creating the folder structure, log into QuickBooks Desktop in Admin  Single User Mode and try to transfer the invoice again.

3. If the folder structure exists and the transfer still does not complete, make sure you have correct permissions for the folders.

Note: Due to an issue with Windows, both folder structures may need to exist. If the transfer fails and only one path exists with full write permissions, try adding the other path with full write permissions.

Check User Account Control settings

1. Navigate to Windows User Account Control settings by either of these methods: 

  • Search the machine for user account control settings.
  • Navigate to Control Panel\User Accounts\User Accounts, then select change user account control settings.

image__4_.pngFigure 1: Search for User Account Settings (click to enlarge)

2. Set your UAC settings to never notify and click OK.

mceclip1.pngFigure 2: User Account notification settings (click to enlarge)

Reset Internet Explorer settings

In Internet Explorer, navigate to Settings  Internet Options  Advanced Tab  Reset Internet Explorer Settings  Reset  Reset.

Further steps

If the problem persists, note the version of QuickBooks Desktop, gather the most recent transfer log file, and contact Autotask PSA Technical Support. 


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