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    Sync Manager troubleshooting

    Article ID: 1002732

    Sync Manager Setup Related

    Find the IAC user ID of the user who set up Sync Manger

    If you have already set up Sync Manager, take the following steps to see detailed information about the company file that is syncing:
    1. Open Sync Manager from the system tray, or directly from QuickBooks:
      1. In QB 2013 or later, choose File > Sync > Show Sync Status.
      2. In QB 2012 or prior, choose Online Services (or Online Solutions) > Manage Solutions > Show Sync Status.
    2. If you do not see your Company File(s) listed in the Sync Manager window, go to Options and select Show Details.
    3. Right-click the company file and choose Company Info.

    4. The Company Information window displays the company file name you used when you signed up for the online service, the location of that company file on your system, and the IAC User ID.

    Option to set up Sync Manager doesn't show up

      Sync Manager may not appear if all of the following are not met:
      • The QuickBooks Master Admin can only set up Sync Manager. From the Company tab, select Set Up Users and Passwords to help determine your user setup.
      • The QuickBooks Master file must be open (not the accountant, portable, or backup file).
      • The current Windows user must be an Admin.
      • All the latest updates for QuickBooks installed.

      Special characters appear in the export mapping account list

      When mapping your QuickBooks accounts, if an account has any special characters, the account name will not come over correctly.


      To resolve:

      1. Confirm the actual account name with in QuickBooks and remove any erroneous characters before saving the account name in the IFSP export preferences.
      2. QuickBooks suggests employers refrain from using special characters in account names, which will help prevent any future issues.

      The incorrect business profile was selected from QuickBooks to Intuit App Center, or the QuickBooks company file name changed.

      Be sure to truly understand your situation:
      • Do you really need to change the business profile from QuickBooks or can Intuit Full Service Payroll connect to the current one showing? (recommended)
      • Do you use Merchant Services, Go Payment, or other services that connect to the Intuit App Center through Sync Manager? If so, you will need to stay connected to the current business profile to avoid data loss.

      If you do not use any other QuickBooks services, such as Merchant Services or Go Payment, follow the steps below to clear your Sync Settings. If you clear these settings and use other QuickBooks services, you will lose any data not yet downloaded from the Intuit App Center.
      1. From QuickBooks, choose Help > Manage Data Sync > Clear Sync Settings.
      2. Do NOT click Reset Intuit Sync Manager, as this will remove sync manager setup for all other company files and applications.
      3. QB 2013+: Choose File > Set Up Sync Manager. (For older versions of QB, choose Online Services (or Online Solutions) > Set Up Sync Manager.)
      4. Log in to the Intuit App Center using your previous credentials.
      5. Select Use an existing company and click Next.
      6. Select the business profile that matches the QuickBooks file and shows the Online Payroll app subscription.
      7. Once the connection has been established, contact Payroll Support to confirm your Intuit Full Service Payroll account is connected to the same profile.

      There was an error while attempting to clear sync settings or install Sync Manager

      If you receive a path error while attempting to install or reinstall the Sync Manager, you'll need to rename your Sync Manager folder.


      To resolve:
      1. Note the Windows path listed in the error message.
      2. Exit all QuickBooks that are accessing your company file.
      3. Exit Intuit Sync Manager by right clicking the Sync Manager icon in the System Tray and select Exit Sync Manager.
      4. Go to the Windows path listed in the error message and rename the SyncManager folder to SyncManager.old
        • Note: If you are unable to locate these folders, go here to see how to show hidden files and folders.
        • Windows 8, Windows 7 and Windows Vista: C:\Users\UserName\AppData\Local\Intuit\SyncManager
        • Windows XP: C:\Documents and Settings\UserName\Local Settings\Application Data\Intuit\SyncManager
      5. Log back into QuickBooks and Sync Manager should automatically recreate the folder and allow you to continue.
      6. From Sync Manager, click Sync Now to sync your data.

      Sync Manager Error: Unable to sync - Access to the path


      This error is caused by a 3rd party cloud service (this means the DT program is hosted on a different server) for QuickBooks that may block any new software being installed.


      To resolve:
      1. Contact your 3rd party cloud service to allow them to install the Sync Manager.
      2. Once approved, restart QuickBooks
      3. Install Sync Manager.

      QuickBooks error: Unrecoverable error

      This error may appear after going to QuickBooks 2013 > Set up Intuit Sync Manager.

      If you do not use any other QuickBooks services, such as Merchant Services or Go Payment, follow the steps below to clear your Sync Settings. If you clear these settings and use other QuickBooks services, you will lose any data not yet downloaded from the Intuit App Center.
      1. Restart QuickBooks.
      2. Go to Help > Manage data sync > Clear Login Settings.
      3. Attempt to set up Sync Manager again.

      During the first sync when setting up Job Costing, the % complete went above 100%

      This is normal. The larger the company file and item lists, the higher the percent can go. It is normal for larger files to have a sync % larger than 100%.

      Sever the Sync Manager connection between QuickBooks and IAC because you have a new PC, new company file, or for any other reason.

      If you do not use any other QuickBooks services, such as Merchant Services or Go Payment, follow the steps below to clear your Sync Settings. If you clear these settings and use other QuickBooks services, you will lose any data not yet downloaded from the Intuit App Center.
      1. From QuickBooks, choose Help > Manage Data Sync > Clear Sync Settings.
      2. Re-establish the connection by following article Export to QuickBooks for Windows (Sync Manager). See section Connect QuickBooks to Intuit App Center.

      Sync Transfer Related

      Common reasons sync stops working

      • You've renamed the QuickBooks company file
      • You've moved the QuickBooks company file location
      • Entity change with a new Intuit payroll account
      • You haven't sync'ed in 7 days
      • QuickBooks isn't up-tp-date
      • You've moved or renamed the Sync Manager folder on your local machine
      • Your hard drive crashed and you're now using a backup or new QuickBooks file
      • Accountant's copy is out

      Syncing takes a long time to complete

      The larger the company file, the longer the time it will take to sync data. There is a progress bar within Sync Manager and it should take no longer than a few minutes.

      Do not attempt to stop and restart Sync Manager, as this will not speed up the process. Please be patient and let Sync Manager do its thing.

      Error: "Reconnect to QuickBooks."

      Occasionally a user will lose their administrator rights within the Intuit App Center (IAC), which causes the connection to break between Sync Manager and QuickBooks.

      To resolve:
      1. Guide the customer to log into IAC at Apps.com. This should renew their login credentials. No further action is needed; continue to the next step.
      2. Click Reconnect to QuickBooks. Our system will re-establish the connection and export your payroll transactions to QuickBooks.

      One or more employees are not appearing in QuickBooks (or their transactions are not appearing) after export

      This may happen when an employee has been added to Intuit Full Service Payroll, but has not been added to QuickBooks. This may also ocurr if the employee's name is listed differently in QuickBooks than it is in Intuit Full Service Payroll.

      To resolve:
      1. Be sure the employee is added in QuickBooks. If not, add them.
        • If you were using Assisted Payroll before, be sure your Assisted Payroll account is terminated and the service is removed from your QuickBooks file. If the service is not removed, you may experience issues or errors when adding or changing an employee type.
      2. If the employee is listed in QuickBooks, make sure the employee's name is listed in QuickBooks exactly how it is in Intuit Full Service Payroll. This includes any punctuation in the employee's name, like an apostrophe or a period after the employee's middle initial. If they do not match, the checks will not transfer through Sync Manager.
      3. Once any corrections are made, restart QuickBooks and then click Sync Now from Sync Manager.

      Sync Manager disappears (QB 2012)

      If the option you see under Online Services is Setup Intuit Sync Manager, the connection may have been broken and will need to be set up again:

      If you do not use any other QuickBooks services, such as Merchant Services or Go Payment, follow the steps below to clear your Sync Settings. If you clear these settings and use other QuickBooks services, you will lose any data not yet downloaded from the Intuit App Center.
      To resolve:
      1. From QuickBooks, choose Help> Manage data sync > Clear Sync Settings.
      2. Go to Online Services> Setup Intuit Sync Manager.
        Note: For Enterprise versions, choose Online Solutions.
      3. Log in to Intuit App Center using same credentials as before.
      4. Select Use an existing company and click Next.
      5. Select appropriate business profile to sync to and click Next.
        Note: Sync speed will depend on company file size.
        Important! Do not click Go to My Apps. By default Sync Manager will auto-sync every hour and will be located in the Windows system tray. As long as there is an internet connection, Sync Manager will run whether QuickBooks is open or not.

      After syncing, paychecks and/or tax payments don't appear in QuickBooks

      Check the date and time of last data sync by opening Sync Manager. If the next automated sync was not expected to happen just yet, click Sync Now to manually sync the information to QuickBooks.

      Error: "Intuit Sync Manager is not setup to sync any files" even though Sync Manager is set up.


      1. Make sure the Sync Manager application data folder exists in the correct directory on your computer, and has not been moved.
        • XP: C:\documents and Settings\\Local Settings\Application Data\Intuit\
        • Vista/7: C:\Users\\AppData\Local\Intuit

      2. Check that you are logged in your computer with the correct user with admin rights. If another person logged in to the computer and set up the sync manager, it will have been set up under their username. The correct user will need to log in to the computer and run the sync.
      3. As a last resort only, clear Sync Settings in QuickBooks and set up the Sync Manager again.

        Note: Resetting the Sync Manager will remove all applications the file is currently syncing with. This includes Online Bill Pay, Merchant Services and any other Intuit application available through the Intuit App Center. Resetting should only be done as a last resort and only if you do not have any other applications currently using Sync Manager.

      To clear the sync settings:
      1. In QuickBooks, click Help.
      2. Choose Manage Data Sync > Clear Sync Settings.
      4. Type YES and click Ok.
      5. Log in to the App Center to set up the Sync Manager again.

      Error: "Either IPP is unavailable or this company's IPP credentials have expired" on the Intuit App Center Connection page.

      This Sync Manager error is the result of the Online Payroll Application (Intuit's connection App) being canceled or deleted within the Intuit App Center (IAC). It's easy to intentionally cancel an IAC app. It's also easy to have it turned back on, but it requires IAC support.

      You can verify the status of your Online Payroll App by following these steps:

      1. Log into IAC.
      2. Scroll through your applications, either under the Launch my Apps or Manage my Apps tabs. If you see the icon for the Online Payroll app, it is active. If you don't see it, the app has been canceled.
      3. Click Help at the top right portion of the screen. Click ask me to get to a page where you can submit a support request.
      4. Fill out the email template. In the details, include:
        • A statement that your Online Payroll app used for exporting and job costing was accidentally canceled, and a request for support to reanimate the app.
        • The Realm ID you would like to use.
        • The User ID on your IAC account.
      5. IAC support should respond directly to you within 24 hours. Once the app is reactivated, you can move forward and attempt to reconnect your account.

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