OVERVIEW

  • This article covers the different ways to report sync errors.
  • Sync errors are displayed during a sync as "failed items".
  • If sync errors are not fixed, Xero will not have complete financial data.


REQUIREMENTS

  • Your export type is Detail Sync (Full Sync)
  • You are syncing to Xero.
  • A support ticket is needed for an agent to help fix errors. The support ticket must include error messages.


METHOD 1 (recommended)

  • When the sync completes and there are failed items, click the Troubleshoot Problems button.
  • In the pop-up window, enter the email address where you want to get further information.
  • Click Submit.
  • After you click submit a few things happen:
    • A support ticket is automatically generated.
    • The ticketing system sends an email to the address that was entered.
    • The sync error is recorded on your CoreBridge system.
  • If the automated email does not show up, something went wrong and a support ticket was not generated. If that happens, submit the error again. If you are unable to get a support ticket, use Method 2.

  • Once a support ticket is generated, a support agent retrieves the error from your system.
  • If needed, additional information will be requested.
  • A support agent will either fix the issue in CoreBridge or send instructions on how to fix the issue in Xero.
  • Once the issue is fixed, run the sync again to ensure that the fix worked.
  • If you still get errors, use either method to report the errors because they may be different errors than were reported originally.



METHOD 2

  • When the sync completes and there are failed items, do not click the Troubleshoot Problems button.
  • Clicked a failed items link.
  • The error window will pop up.
  • Take a screenshot of just the error window and not the entire desktop. The support agent needs to read the message and if the entire desktop is taken the text may be too small or blurry to read.
  • Save the screenshot to your computer so that it can be uploaded.

  • If there is more than one failed items link, take a screenshot of the error window for each one.
  • If all errors do not fit in a single screenshot, use the scroll bar to position any remaining errors.
  • Open a support ticket using either method:
  • Attach the screenshot(s) to your support ticket.

  • After a support ticket is opened, the ticketing system sends an email to the address that was used.
    • If the automated email does not show up, something went wrong and a support ticket was not generated. If that happens, try again or use a different method.

  • A support agent will use the screenshot(s) to troubleshoot.
  • If needed, additional information will be requested.
  • A support agent will either fix the issue in CoreBridge or send instructions on how to fix the issue in QuickBooks.
  • Once the issue is fixed, run the sync again to ensure that the fix worked.
  • If you still get errors, use either method to report the errors because they may be different errors than were reported originally.



METHOD 3

  • If you you don't Failed Items, and instead you get a popup message:

  • Take a screenshot of just the popup window and not the entire desktop. The support agent needs to read the message and if the entire desktop is taken the text may be too small or blurry to read.
  • Open a support ticket using either method:
  • Attach the screenshot(s) to your support ticket.

  • The process documented in Method 2 will occur.