Troubleshooting the QuickBooks Desktop Connector

Audience: QuickBooks Desktop Admin & MineralTree Accounting Manager

Accounting System: QuickBooks Desktop

Summary: This article explains how troubleshoot the QuickBooks Desktop Connector.

• Restart the QuickBooks Desktop Connector
• Reauthorize the QuickBooks Desktop Connector
• Updating your Connector for QuickBooks Desktop
• Resolving common issues with the QuickBooks Desktop Connector
  • Connector says "synchronizing with QuickBooks" but no data syncs between systems
    • QuickBooks file rebuilds and large files
  • Windows unhandled exception pop-up upon connector launch
  • An Individual Record is not Updating

Restart the QuickBooks Desktop Connector

Exit the Connector

1. Navigate to your Windows Task Tray on the bottom right of your main screen.
2. Click the arrow to show hidden icons. 
   
3. Right click on the MineralTree QuickBooks Desktop Connector icon and select Exit. The icon will be removed from the Windows Task Tray.
   

Restart the Connector

1. Search for "Connector for QuickBooks" in the Start Menu.
2. Click on the Connector icon to start the QuickBooks Desktop Connector.
   

The Connector will then go through a series of steps: 

"Connecting"

"Synchronizing with QuickBooks"

"Connected to Server" when the sync is complete.

Reauthorize the QuickBooks Desktop Connector

Reauthorizing the QuickBooks Desktop Connector is typically necessary if the Connector does not progress past the Connecting status. 

Remove Authorization

1. Exit the Connector. Right click on the MineralTree Connector icon in the Windows Task Tray and select Exit.

   

2. Open QuickBooks as the Admin user in single-user mode.
3. From the command bar select Edit then Preferences.
4. From the Preferences window select Integrated Applications (on the right).
5. Click the Company Preferences tab.
6. Locate the MineralTree Connector application.
7. Click Remove.
8. Close the Preferences window.
9. 

Authorize QuickBooks Desktop Connector

These first two steps aren't necessary if you just completed them in the "Remove Authorization" steps above.

1. Exit the Connector. Right click on the MineralTree Connector icon in the Windows Task Tray and select Exit.
2. Login to QuickBooks Desktop as an Admin in Single User Mode.
3. Restart the MineralTree Connector.
4. The QuickBooks Application will pop up with the below Certificate screen select the below options and then click Continue...:
   • For "Do you want to allow this application to read and modify this company file?"
     • Set the radio button to your preferred option:
       • “Yes, whenever the QuickBooks company file is open” (3rd option).

       • "Yes, always; allow access even if QuickBooks is not running" (4th option*). 

         *if you use the 4th option, it is recommended that you set the connector to not start-up automatically when Windows starts.

   • For "Login as" (if you chose the 4th option above)
     • Select "Admin"
   • For the checkbox labeled “Allow the application to access personal data…”
     • Check the box.
5. Select Done and/or Complete on the next pop-up.
6. Another certificate will pop-up. For this second certificate, always configure it as:
   • For "Do you want to allow this application to read and modify this company file?"
     • Set the radio button to "Yes, always; allow access even if QuickBooks is not running" (4th option**)
     • ** On the second certificate, the 4th option is always mandatory even if you selected the 3rd option on the previous certificate. Selecting "No..." will block the connector from functioning at all.
   • For "Login as"
     • Select "Admin"
   • For the checkbox labeled “Allow the application to access personal data…”
     • Check the box. 
7. Switch QuickBooks Desktop back to Multi-user mode.
8. Log into MineralTree as an Accounting Manager. 
9. Access the MineralTree Company Profile by clicking on your initials in the top right corner of the screen. 

10. On the Company Profile page, click "Get New Key".

    

11. Copy the Connector Key from the MineralTree Company Profile and paste it into the Connector Key prompt. Click Next twice. 
    • Critical: ensure you are connecting the correct QuickBooks Desktop company file to the corresponding MineralTree company.
12. The prompt will now ask you to confirm if you want to sync this MineralTree company with the QuickBooks Desktop company file. If everything looks correct, click Begin Sync. If it is incorrect, exit the Connector immediately.

13. The Connector should then say "Synchronizing with QuickBooks."

    

14. The Connector will say "Connected to Server" when the sync is complete.

• If it has been a while since you last synced, this may take time (5-30 minutes).

Note: If you have multiple company files, the reauthorization process must be completed for each in single-user mode. You must enter a new token into QuickBooks Desktop for each company file. Repeat the above steps, logging into one company file at a time. If you are doing this for multiple company files, make absolutely certain that you are entering a Connector key generated by the MineralTree company you want the currently open QuickBooks Desktop company file to sync to. 

Critical: Syncing the wrong QuickBooks company file to the wrong MineralTree company can potentially cause significant data integrity problems in both QuickBooks Desktop and MineralTree.

Updating the QuickBooks Desktop Connector

In order to continue syncing successfully, you need to update your connector. Follow the steps below to update your connector and reauthorize the certificate.

1. Close QuickBooks Desktop 
2. Exit the MineralTree Connector for QuickBooks.
3. Restart the Connector. You’ll automatically be prompted to upgrade to the latest version.

4. Click Yes when prompted.

   

5. Your new Connector will download and update automatically.
6. You can now open QuickBooks Desktop. Syncing will resume automatically.

Resolving common issues with the QuickBooks Desktop Connector

Connector says "synchronizing with QuickBooks" but no data syncs between systems

There are a few reasons why this might happen. In cases where the connector has been running for an extended period of time without interruption, the most common resolution is to follow the above steps to restart the connector. If you experience this often, it would be advisable to adopt an episodic syncing approach where the connector is run manually instead of left on 24/7.

QuickBooks file rebuilds and large files

Other potential triggers include file maintenance processes such as using the company rebuild option within QuickBooks or the connector having been shut off for a long time while considerable work was done within the file, both leading to large amounts of data attempting to sync. If these apply to you, please contact support for a resolution to this sync blocker.
 

Windows unhandled exception pop-up upon connector launch

If you encounter a pop up with the error "Retrieving the COM class factory for component with CLSID {22E885D7-FB0B-49E3-B905-CCA6BD526B52} failed due to the following error: 80040154" please get a system admin to follow the steps below, or contact support:

Install Microsoft Security Patch - 

1. This is included in the Connector directory, usually /YourAccountName/Mineraltree on the C:/ drive or your network drive, or in a shared location.

Open Command Prompt as Administrator

1. Click Start, click All Programs, and then click Accessories.
2. Right-click Command prompt, and then click Run as administrator.  
3. If the User Account Control dialog box appears, confirm that the action it displays is indeed to open the Command prompt, and then click Continue.

Register the .dll 

1. From the Command Prompt enter - regsvr32.exe YourAccountName/Mineraltree/QBFC13.dll

   NOTE: Make sure to replace YourAccountName above with the path to the MineralTree folder, don't just copy the above verbatim into the console

If you receive the error “The specified module could not be found”, it’s possible that your QuickBooks files are stored on a remote desktop which is accessed through an app on a local machine (instead of logging into the remote desktop itself).  If so, the Connector should be installed on the remote machine where QuickBooks is installed.

An Individual Record is not Updating

If an individual record that you created or modified within QuickBooks Desktop is not updating or present within MineralTree, a first step to try is to slightly modify the record to prompt it to sync again. We recommend adding a period to the name of the record or some other similarly cosmetic change to see if that resolves the issue.

Connector Best Practices 

For optimal function on individual devices, disabled the auto startup for the connector and follow the below workflow. 

In the morning, open QuickBooks Desktop and log into your QuickBooks Desktop company, then launch the MineralTree QuickBooks Desktop Connector via shortcut.

 At the end of the day, close the connector by first placing a mouse courser over it to check the status, if status is shown as "Synchronizing" wait until "Connected". Right click and left click exit. 

This helps to keep the Connector running optimally.

Please reach out to Customer Support with any questions:

• Phone: 855‑672‑9669
• Email: mtsupport@mineraltree.com