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My Integration Isn't Syncing: Finding and Fixing a Failed Sync

Find out exactly what didn't sync and why, fix the record, and sync again

Applies to: Workforce · Premium · LawBillity

When something doesn't arrive in your accounting or payroll software, the Sync Log tells you exactly which item failed and why. Work through the steps below in order. Most problems are fixed by correcting one record and syncing again; you rarely need to change your connection.

Step 1: Check Whether It Was Sent at All

Open Sync > Sync Queue. If the item is still in the queue, it hasn't been sent yet.

  • Cloud integrations (QuickBooks Online, Xero, Sage Intacct, Reckon Accounts Hosted, Clio): click Sync, or wait for Auto Sync to run if you use it.
  • QuickBooks Desktop: run the QuickBooks Web Connector on the computer where QuickBooks is installed. See "Running and Scheduling the QuickBooks Web Connector".
  • Sage 50: open the Sage 50 Connector on the computer where Sage 50 is installed and click Sync.

If the item isn't in the queue and never synced, it may not have been queued. Time entries are usually queued only once they're approved. On Entries > Manage Team Entries you can tick an entry and click Add to Queue.

Step 2: Open the Sync Log

Go to Sync > Sync Log and find the sync from the date in question. The status tells you what kind of problem it is:

Status
What to do
Synced
Everything went through. If a record still looks wrong in the other software, check which way that record type syncs on the integration's sync table (View Sync Table on its setup page).
Synced with Errors
Some items depend on a record that wasn't synced. Go to Step 4.
Failed
Some items were rejected. Go to Step 3.

Step 3: Read the Error

Click the arrow at the start of the row to expand it, then click Error next to each failed item. A Sync Error window shows the message from your accounting or payroll software.

Sync Error Window Payroll Item Not Assigned

A Sync Error window. This one says what to fix in Time Tracker.

Fix the record the message points to, then sync again. The table below covers errors that come up across integrations. Each integration's setup article lists the errors specific to it.

Error message (or problem)
What it means
How to fix it
Error exporting the time entry. User must be assigned the Regular Payroll Item in Payroll Mapping.
The user who made the entry has no regular-time payroll item, so the payroll side doesn't know how to pay the hours.
Assign one on the integration's Payroll Item Mapping page. See "Payroll Item Mapping for Payroll Integrations".
A customer, employee, or item appears twice after syncing
The names didn't match exactly, so Time Tracker treated them as two different records. "Acme Corp" and "Acme Corporation" won't match.
Make the names identical in both systems and make the extra record inactive. Re-linking records after setup means restarting the linking steps and running a full sync again, so contact eBillity Support before doing that.
A reference such as a customer, employee, or item is "not found"
The record Time Tracker is pointing to was deleted, merged, or made inactive in your accounting software.
Reactivate the record in your accounting software, then sync. If it was merged into another record, contact eBillity Support.
Error authorizing Time Tracker to modify Company File
Reckon Accounts Hosted couldn't sign in with the user you set up for Time Tracker.
See "Connecting Reckon Accounts Hosted", step 6.
Error returned from Sage Intacct API: ...
Sage Intacct rejected the item, usually because of a setting in Sage Intacct.
See "Sage Intacct Sync Errors and How to Fix Them".

Step 4: Fix Dependency Problems

Items marked Synced with Errors show a Dependency link. Click it to see what the item is waiting for, such as the customer a time entry belongs to. Click Add Dependencies & Sync These Items to queue those records and sync everything together.

Sync Log Dependency Problem Window

This time entry can't sync until its customer is synced.

Step 5: Sync Again and Check

After fixing the record, sync again (or run the Web Connector or Sage 50 Connector) and check that the new row in the Sync Log says Synced. A failed item stays in the queue, so it will be retried on every sync until it's fixed.

Before You Disconnect or Restart Setup

Disconnecting, restarting linking, or clearing sync settings is rarely the answer to a sync error and usually creates more work, because you'll have to link records and run a full sync again. Try the steps above first. If an error keeps coming back, contact eBillity Support and include:

  • The integration name
  • The date and time of the sync from the Sync Log
  • The exact error message (open the Error link and copy the text)
  • The item that failed: the user, customer, and date of the entry or the invoice number