QuickBooks Online Integration - Error Log Cheat Sheet

The following is a list of errors you might see in the error log for the QuickBooks Online integration with Silo, along with troubleshooting steps and potential solutions to resolve these errors.

Customers/Vendors

Possible Error Messages

• Error 3100: The customer’s name already exists in QuickBooks.
  • Customer stalled
  • Display: Could not sync the customer (customer name). There is an existing QuickBooks customer with the same name mapped to a different customer in Silo
• Error 3170/3180: The customer has been modified by another user.
  • EXIT immediately; will retry that account. This is a QB bug.
• Error 3175: The customer is locked by a user using QuickBooks (happening when modifying a customer)
  • Exit
  • Display: Could not sync the customer (customer name). The customer is currently opened in QuickBooks
• Error 3170: QuickBooks report “Unknown error”
  • Stall
  • Display: Could not sync the customer (customer name). The customer cannot be updated in QuickBooks. QuickBooks error message: Unknown Error
• Error 3120: The customer has been deleted in QuickBooks
  • Stall
  • Display: Could not sync the customer (customer name). The customer cannot be updated in QuickBooks. The object referencing the Customer (8000002A-1424837292) is not found in QuickBooks.
• Error 3200: The edit sequence is out of date
  • We update the edit sequence; next time the Web Connector comes back the object should be updated.

Solutions/Troubleshooting

• Check if the customer or vendor was added directly to QuickBooks and not in Silo after the integration was enabled.
• Check if the customer name also exists as a vendor name in QuickBooks (and vice versa). QuickBooks doesn’t allow for the same name to exist for a customer and vendor, but Silo does. Add a “-C” for customers and a “-V” for vendors to the end of the name in QuickBooks and Silo.
  • Note: this will also resolve any errors for invoices, bills, or payments related to the customer/vendor.
• Make sure the customer/vendor name doesn’t have any unusual characters (like &,!,@).
• Make sure the customer/vendor name match exactly with the corresponding name in Silo.
• Click out of any windows open in QB that have the customer/vendor profile open.
• If none of the above work, create linear ticket for a support escalation with error message.

Inventory

Possible Error Messages

• The income account, asset account or cogs account is not selected
  • Show an error to the user, EXIT
• Error 3100: The item name is already in use
  • We will attempt to find the item in other categories (Services, Fixed Item, etc), if we find it we link it. Otherwise:
  • Display: Could not sync the item Banana. There is an existing QuickBooks item with the same name mapped to a different item in Silo.
  • Stall
• Error 3120: The account does not exist
  • An item cannot be added in QuickBooks. The object referencing the Account (8000002A-1424837292) is not found in QuickBooks.
  • EXIT
• Error 3140: A wrong type of account has been selected.
  • Display: An item cannot be added in QuickBooks. QuickBooks error message: You cannot associate an item with Sales Tax Payable, Undeposited Funds, accounts receivable, accounts payable, or non-posting accounts. Usually, if you sell the item, use an income account; if you buy it, use an expense account.

Solutions/Troubleshooting

• Check the Settings > Accounting page in Silo to make sure all the accounts are mapped correctly.
• Check to see if the item names in QuickBooks and Silo match exactly. There may be an instance where the user has several items in Silo with the same Product name but different label, unit type, etc. If that’s the case, there needs to be 1 item in QuickBooks for every item combination of name, label and unit in Silo. If the item in Silo cannot sync, it may be trying to map to an item in QuickBooks that is already mapped to another item in Silo. Create a new item in QuickBooks with the product name and unit type for each item in Silo.
• If none of the above work, create linear ticket for a support escalation with error message

Non-Inventory & Other Charges

Possible Error Messages

• The income account, asset account or COGS account is not selected
• Error 3100: The item name is already in use: Display:
  • The item \"item name\" cannot be added to QuickBooks. If it is inactive in your QuickBooks you must re-activate it.
• An item cannot be added in QuickBooks.
  • The object referencing the Account (8000002A-1424837292) is not found in QuickBooks.
• Error 3140: A wrong type of account has been selected
  • Display: An item cannot be added in QuickBooks. QuickBooks error message: You cannot associate an item with Sales Tax Payable, Undeposited Funds, accounts receivable, accounts payable, or non-posting accounts. Usually, if you sell the item, use an income account; if you buy it, use an expense account.

Solutions/Troubleshooting

• Check the users settings page in Silo to confirm that all the necessary accounts are mapped correctly.
• Make sure the accounts selected for Income and Cost of Goods Sold are income and expense accounts in QuickBooks. Those accounts cannot be any other type of account (i.e accounts receivable/payable, undeposited funds).
• If none of the above work, create linear ticket for a support escalation with error message.

Invoices, Bills and Credit Memos

Possible Error Messages

• Missing non-inventory
  • Display: The summary line item is not found in your QuickBooks.
  • Display: The direct refund line item is not found in your QuickBooks.
• Missing customer
  • Display: Cannot synchronize the invoice 123. Its customer (JS Goupil, LLC) is not synchronized with QuickBooks.
• Missing Product
  • Display: Cannot synchronize the invoice 123. The product Banana is missing from QuickBooks.
• Missing Other Charge
  • Display: Cannot synchronize the invoice 123. The item Delivery Fee is missing from QuickBooks.
• Missing Credit
  • Display: Cannot synchronize the invoice 123. Credit invoice 122, which has been applied to this sale, is missing from QuickBooks.
• The customer is not found
  • The payment for the invoice 123 cannot be added or modified in QuickBooks. The object referencing the Customer (8000002A-1424837292) is not found in QuickBooks.

Solutions/Troubleshooting

• Check to see if the customer/vendor, product or item exists in QuickBooks. If it does not, add it directly into QuickBooks with the name matching exactly to the name in Silo.
• If a credit invoice does not sync because it’s blocked by a customer or item name issue, once that’s resolved it should sync automatically. If not, try editing the credit invoice (i.e edit the order, adjust qty, save, edit order again and change back to original qty). Once the edit is made the the credit invoice should sync correctly.
• If none of the above work, create linear ticket for a support escalation with error message.

Payments

Possible Error Messages

• Missing customer
  • We cannot synchronize the payment for the invoices 123. Its customer is not synchronized with QuickBooks.
• Missing payment method
  • We cannot synchronize the payment for the invoices 123. The payment method is not synchronized.
• Missing Invoice
  • We cannot synchronize the payment for the invoices 123. It is associated with an invoice that is not synchronized with QuickBooks.
• The customer is not found
  • The payment for the invoice 123 cannot be added or modified in QuickBooks. The object referencing the Unknown (8000002A-1424837292) is not found in QuickBooks.
• There was an error updating Customer Payment with ID XXXX. 
  • This transaction has been deposited. If you want to change or delete it, you must edit the deposit it appears on and remove it first.
• There was an error updating Sales Order with ID XXXXXX. Business Validation Error: The Amount Received (plus credits) can't be less than the selected charges. Also, the selected charges can't be less than the selected credits.

Solutions/Troubleshooting

• Check to make sure that the customer names match exactly between Silo and QuickBooks
• Check to make sure all payment methods are added to QB. Payment methods are synced to QuickBooks as Silo.Cash, Silo.Check, Silo.ACH, etc to distinguish between payments created in Silo vs payments created in QuickBooks. Those payment methods should sync automatically, but if they don’t they need to be added manually in order for payments to sync.