This article lists sync errors and how to address them.


Full Sync

  1. Customer

    "XXXXX"

    There was an error when modifying a Customers list, element "8000092E-1554170119". QuickBooks error message: Cannot merge list elements.

    • The typical cause is that there was a name change but the customer made a change in the accounting software instead of letting CoreBridge update the accounting software.

    • Check for name change. If that happened, send canned response: Customer - cannot merge list elements - name change

  2. MergedCustomer
    Merging "XXXXX"
    Merge not allowed from object with id ="800004C4-1496439246" to object with id ="800003F0-1486681309". QuickBooks error message: Cannot merge list elements. 
    1. This is the information we need to address the error. Add this to the ticket.
      • ID: 
      • OLD ACCOUNT ID: 
      • OLD ACCOUNT NAME: 
      • NEW ACCOUNT ID: 
      • NEW NAME:
    2. This is what the fields are.
      • ID: The CBID of the merge table. This is not the CBID of the customer. When a merge happens a record gets added to the database table. The merge table displayed in CB SUPPORT is what were are using to deal with the error.
      • OLD ACCOUNT ID: The CBID of the old customer record prior to the merge. Once a merge happens the old customer is deleted so the old CBID is stored.
      • OLD ACCOUNT NAME: The name of the old customer before the customer record is deleted. This name is also displayed on the winning customer record in account history
      • NEW ACCOUNT ID: The CBID number of the winning customer. Remember that the winning customer doesn't get created. It had to already exist before the merge so it's recorded.
      • NEW NAME: The name of the winning customer. 
    3. INSTRUCTIONS
      1. Open their system
      2. Go to CB Support > QuickBooks > ACCOUNT MERGE HISTORY INFORMATION:
      3. Find the merge record in question
      4. Record the information from the merge table to the ticket next to the field names from step 1. 
        1. You can copy the table to Excel which may make it easier to find the record in question. The table stores every merge that happens so the column names will be at the top and new merge record will probably be at the bottom.
      5. For NEW NAME, use the NEW ACCOUNT ID to find the customer in CoreBridge so you can add the name to the ticket.At this point all fields noted in step 1 should have values
      6. Set maps on the following records
        ID FROM MERGE TABLEMAP OBJECT TYPE
        IDMergedCustomer
        OLD ACCOUNT IDCustomer
      7. Add the appropriate canned response to the ticket based on the sync type.
        1. Merge Customers - QB Desktop
        2. Merge Customers - QB Online
        3. Merge Customers - Xero
      8. Copy and paste the old name and new name from the notes to the ticket response.
      9. Reply to customer and close/resolve the ticket
      10. It's up to the customer to complete the merge. Many ignore our email because the error stops. Then when something else needs to sync to that customer that records fails because the sync is looking for the new customer but it doesn't exist because they didn't manually address the merge as instructed.

  3. QuickBooks found an error when parsing the provided XML text stream.
    1. If the record in question is a Bad Debt payment, that is a sync tool update on the bad debt account. Send canned response.
    2. If the record in question is a customer or vendor, it's something with the text in one of the fields, not always the name field. There is something that QuickBooks doesn't like. This doesn't happen with Xero as much.
      Examples:  Space after a name, space before a name, special characters (tilde, grave' accent mark incorporated with the letter).
      1. Find the offending character, copy it to the ticket, the change it in CoreBridge. Tell the customer what is what changed FROM and TO
      2. Find the offending space. Tell the customer what the issue was and what the fix was.
    3. This error can also be related to $0.00 Journal Entries. However, that was fixed in a Sync Tool update so that reason should no longer appear for Journal Entries.
  4.  InvoicePayment

    CB-18722

    Object "80001AEE-1383411583" specified in the request cannot be found. QuickBooks error message: Invalid argument. The specified record does not exist in the list.

    1. Something is missing in QuickBooks related to the payment. 99% chance it's the related invoice(s)

    2. Search the Object ID to determine the record type that is missing.

    3. If it's a customer

      1. Confirm that the CBID matches the customer

      2. Note the customer name on the ticket

      3. Clear the map

      4. Add system text to ticket

      5. Add canned response: "Invoice Payment - Object specified in the request cannot be found - CUSTOMER"

      6. Note customer and last sync date
        Example of note to customer

      7. Reply and close the ticket

    4. If it's a payment, search the payment to view the transaction.

      1. Payment is on a single invoice: 

        1. The object ID is probably the invoice. Search the Object ID in CB SUPPORT and it should match the invoice. If not, there is another problem. 

        2. If the object ID matches the invoice from the payment, clear the invoice map. 

      2. Payment is on multiple invoices and:

        1. Add canned response: "Invoice Payment - Object specified in the request cannot be found - INVOICE"

        2. Add failed payment IDs

        3. Add invoices that maps were cleared on

        4. Reply and close ticket

  5. InvoicePayment
    CB-11045
    Message:ValidationException was thrown.Details:Invalid Number : IGNORE, ErrorCode:ErrorCode:2090, Message:Invalid Number, Element:CustomerRef.value, Detail:Invalid Number : IGNORE
    (WIP)
    (QBO Full only?)
    1. This is an API validation
    2. This is the telling part: "Invalid Number, Element:CustomerRef.value"
    3. Appears that the map in CB can no longer be used to identify the customer in QuickBooks. Something happened with the related customer in QB
    4. Check the account history to see if there was a name change or a merge.
    5. Merge: QBO sync does not merge. If the customer does not perform the merge manually in QB correctly, the customer record will be affected. They need to complete the merge in QB where the winning record matches the existing customer in CB
      1. Send canned response: "Merge Customers - QB Online"
      2. Close ticket
    6. Name Change: If they changed the name in QB instead of letting the sync change the name, the customer record will be affected. 
      1. Have customer be sure that the name matches between CB and QB
      2. May need to clear map on customer to get the customer map to be re-established
  6. Parts
    Stencil (LDPE) Natural White .090
    Message:ValidationException was thrown.Details:Required parameter An inventory cost-of-goods-sold account is required if you are tracking inventory quantities for this product. is missing in the request, ErrorCode:ErrorCode:2020, Message:Required param missing, need to supply the required value for the API, Element:, Detail:Required parameter An inventory cost-of-goods-sold account is required if you are tracking inventory quantities for this product. is missing in the request
    (QBO FULL ONLY?)
    1. The typical cause is that the part or modifier in question is marked inactive but for some reason it's still trying to sync. 
    2. Search the part/modifier in question in CB to see if it is inactive. You need to use the bulk update function to see inactive items.
    3. Then run a parts detail report to see if the item has any sales

    4. IF INACTIVE AND NO SALES
      1. Set the map
      2. Tell customer it was inactive, there were no sales, so you set it to not sync.

    5. IF NOT INACTIVE
      1. This usually happens when an item from CB that is trying to sync already exists in QB
      2. If the customer didn't match all items during setup the sync will eventually catch these
      3. Add canned response to ticket: "Parts -  an inventory cost-of-goods-sold account is required"
      4. Note all failed parts
      5. Reply and set to pending for future followup
  7. BillingItem_Part

    20oz. Type 2 Wall Covering - Suede 30% Post Consumer Recycled

    There was an error when modifying a ItemInventory list, element "80000206-1505761075". QuickBooks error message: The posting account cannot be changed.

    1. A G/L account was changed in CoreBridge for the part in question but QuickBooks isn't allowing the G/L account in the item in QB to be changed.

    2. The account needs to be changed back to what is was in CoreBridge to match QuickBooks.

    3. Add canned response to the ticket: "BillingItem_Part - the posting account cannot be changed"

    4. Note the records in question

    5. close

  8. Invoice
    There was an error modifying a ReceivePayment. QuickBooks error message: Transaction not in balance

    1. This can happen with any customer but for AFB, the typical cause is that they are using 2 A/R accounts with causes the sync to choke.

    2. Request customer balance by using the appropriate canned response

    3. If the invoice in question and all related payments/credits exist in their accounting software:

      1. Set map on the invoice

      2. Add canned response: "Invoice - transaction not in balance"

      3. Fill in blanks on canned response

      4. send and close

  9. InvoicePayment
    CB-12169
    Unable to sync Invoice RF-12169. Please make sure all windows are closed inside QuickBooks and try the sync again. If the problem continues, you may need to reboot your computer and run Quickbooks with no open windows before running the sync again. 
    1. This has nothing to do with windows open in QuickBooks. The sync couldn't process the refund for some reason. 
    2. Request customer balance by using the appropriate canned response
    3. (TICKET 110372)
  10. InvoicePayment
    CB-13064
    Object "884BF-1554761035" specified in the request cannot be found. 
    1. Could be just a missing invoice or customer but those usually give a different error.
    2. In-store credit payments on an invoice can cause the sync to choke. It can't apply the payment for some reason. The payments and/or in-store credits will typically exist in their accounting software but the sync can't apply them to the invoice
    3. Review the payment in question.
    4. If the payment includes in-store credit:
      1. Request customer balance
      2. confirm that all related transactions exist in their accounting software
      3. set map on the failed payment
      4. using Excel, find all transactions involved in getting their accounting software to match to CoreBridge and put them together
      5. confirm that when you add the transactions together that they really match CoreBridge (this is a final check before responding)
      6. Add canned response: "Invoice Payment - Object specified in the request cannot be found - ISC"
      7. fill in the blanks
        1. For the Excel transactions, add a screenshot or copy & paste from Excel