The Key to Success - Synchronizer Logs

Modified on Sun, 26 Jul at 2:22 AM

Overview

QQube Synchronizer logs are the first place to begin when troubleshooting a synchronization problem, especially an unexpected data result. The log identifies recorded errors and provides the next action required to resolve them.

You Do Not Need to Interpret the Entire Log

Most recorded issues can be resolved by selecting the status link displayed for the error. The link opens the applicable QQube knowledge-base guide with the required corrective steps.

Review the Synchronizer Log

Locate the error entry in the synchronization log and review the available status action.

QQube Synchronizer log showing status links and the Send to CLEARIFY Support button

Resolve a Specific or Known Error

Locate the error entry in the synchronization log.
Select the red status link for that error.
Follow the instructions in the QQube knowledge-base guide that opens.
Run the synchronization again after completing the required corrective action.

QQube Synchronizer log showing a red status link for a specific error

Submit a Non-Specific Error to CLEARIFY Support

A status link may open a non-specific page when the synchronization was interrupted abnormally, the QuickBooks company file may be damaged, or the error requires additional engineering review. A CLEARIFY support representative may also request the synchronization information for an existing support case.

1. Send the Synchronization Information

Select Send to CLEARIFY Support. QQube prepares the synchronization information required for further review and begins the support-ticket submission process.

QQube Send to CLEARIFY Support confirmation window

2. Confirm the Submission

Select OK when prompted. QQube then displays a confirmation message.

QQube confirmation that synchronization information was sent to CLEARIFY Support

3. Access the Support Ticket

After the ticket is created, you will receive the website login information needed to view the ticket and respond to CLEARIFY comments.

Expected Result

A known error opens the correct troubleshooting guide and is resolved by following its instructions. A non-specific error or engineering request creates a CLEARIFY support ticket containing the synchronization information needed for further review.