How Can I TroubleShoot QuickBooks Sync Issues?

How Can I TroubleShoot QuickBooks Sync Issues?


This articles assumes that you already have downloaded and installed the QuickBooks synchronizer. Please refer to our walkthrough for a step-by-step installation guide.

Issue - I installed the synchronizer but could not add transactions from QuickBooks
Read this if you could not add transactions from QuickBooks into Sales Cookie (using "Transactions > Add Transactions").

Start fresh by doing the following:
  1. Close all QuickBooks windows
  2. Open the Windows Task Manager
    1. Press Ctrl-Shift-Esc
    2. Click on the Details tab
  3. Kill any QBSynchronizer.exe process
    1. Ex: QBSynchronizer.exe, QBSynchronizer (1).exe, QBSynchronizer (2).exe
  4. Press Windows-R
    1. Press the Windows key and the R key simultaneously
  5. Type cmd.exe and then enter
  6. Note the path
    1. Ex: C:\Users\John2
  7. Append \AppData\Roaming\SalesCookie to this path
    1. Ex: C:\Users\John2\AppData\Roaming\SalesCookie
  8. Delete this SalesCookie directory
Next, repeat the last two installation steps:
  1. Login to Sales Cookie
  2. Go to "Settings > Connections > QuickBooks" Desktop
  3. Perform the last two installation steps
    1. You will be prompted again for a connector ID
  4. Wait for 15 minutes

After completing these steps, start QuickBooks, and login as full admin in QuickBooks. If you do NOT log in as full admin, you will NOT never see a prompt to authorize our app, and synchronization will NOT work.  

Finally, if the above do not resolve the issue, please perform the following:
  1. Go to the computer on which the QuickBooks synchronizer was installed
  2. Type Windows-R
  3. Type cmd.exe
  4. Note the path (ex: C:\Users\John2)
  5. Append \AppData\Roaming\SalesCookie to this path
  6. Send us log files from this path

Log files will tell us why the synchronizer is not working as expected.

Issue - I previously synchronized QuickBooks records, but it's no longer synchronizing
Read this if you previously imported records from QuickBooks, but new records are not showing up as transactions in Sales Cookie, or records are no longer updated in Sales Cookie.

To understand the status of your QuickBooks sync:
  • Login to your workspace
  • Click on Transactions > All Transactions
  • Click the "Automated Imports" tab

This will display the time the sync last ran, and the timestamp of the most recent record change (create or update) in QuickBooks. The last ran date should be recent because we sync data every hour - if not, please contact our support team.

If, on the other hand, the last record change timestamp is outdated, please check the following:
  • Is the computer on which the QuickBooks synchronizer was installed running? Synchronization only when the computer is running.
  • Is the user under which the QuickBooks synchronizer was installed logged in? Synchronization only when this user has an active session.
  • Do you have any antivirus or security program which could block the QuickBooks synchronizer? Check for alerts in your antivirus or security program.
  • Is process QBSynchronizer.exe running on this computer?
    • This executable should always be running (even after a reboot), but we recommend checking if it's running using the Windows Task Manager.
    • In the example below, we can see that the process is NOT running. As a result, data synchronization will NOT occur.



Finally, if the above do not resolve the issue, please perform the following:
  1. Go to the computer on which the QuickBooks synchronizer was installed
  2. Type Windows-R
  3. Type cmd.exe
  4. Note the path (ex: C:\Users\John2)
  5. Append \AppData\Roaming\SalesCookie to this path
  6. Send us log files from this path

Log files will tell us if there is any problem retrieving data from QuickBooks itself.

Issue - BitDefender kills QBSynchronizer.exe
BitDefender may block QBSynchronizer.exe because it sends QuickBooks data to the internet.

Here are the steps to allow it to run:
  1. Open BitDefender
  2. Click on "Protection" in the left navigation bar

  3. Click on "Open" in the Antivirus tile
  4. Click on "Settings" in tabs
  5. Click on "Manage Exceptions" 

  6. Under "Antivirus", add an exception for C:\users\<user name>\AppData\Roaming\SalesCookie\QBSynchronizer.exe
  7. Check everything as shown below

  8. You should see an exception under the following 3 tabs:

If you use BitDefender's Firewall - here are additional steps:
  1. Open BitDefender
  2. Click on "Protection" in the left navigation bar
  3. Click on "Open" in the Firewall tile
  4. Click on "Rules" in tabs
  5. Click on "Add rule"
  6. Add an a rule for C:\users\<user name>\AppData\Roaming\SalesCookie\QBSynchronizer.exe
    1. Do not check "Apply this rule to all applications"

  7. After saving, you should see this:



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