Common Quickbooks Errors

Duplicate Document Number
Invalid Reference ID
Element id _____ not found
Please Verify This Invoice is Closed
Invalid String
Undefined chart of account
Business Validation Error
Object Not Found
Failed to get Customer or Invoice by customer=1234 and invoice=xyz
The customer you have specified has been deleted
Other QB questions

1. Duplicate Document Number

A normal cause for this is if an invoice was reopened after being closed and synced to quickbooks. To prevent this from happening in the future please look into using the Accounting Adjustments if you are wanting to change something on an invoice after it has been synced.

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FIX

Go to Quickbooks invoices > find the invoice with the same DocNumber that was shown in the error message > click the down arrow > click delete.

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Go back to Admin > Quickbooks Errors & Sync > Click Sync > Click Refresh after giving it time to sync > The Error should be gone.

There are rare occasions when you might need to reset the invoice number.

2. Invalid Reference ID

Error: Product/Service assigned to this transaction has been deleted.
Error: Line.SalesItemLineDetail.ItemRef

Product/Service assigned to this transaction has been deleted.

Invalid Reference ID error: A normal cause for this is when a service was made inactive before a job with the service was synced to quickbooks.

FIX

Look at the service name in the error message > Go to Admin > Product & Services > Change the filter from 'Active' to 'All' > Search for the name of the service that was in the error message.

Click on the name of the service > Quickbooks Data should show that it was deleted > Make the service active > Click Save and Update Quickbooks*.

Go back to Admin > Quickbooks Errors & Sync > Click Sync > Click Refresh after giving it time to sync > The Error should be gone.

You can now go back to Admin > Products & Services > Find the service you just activated > Uncheck the Active checkbox > Click Save and Update Quickbooks.

* Sometimes Quickbooks has been returning the following error when the system attempts to reactivate the item in Quickbooks through their API: "Business Validation Error: Unexpected critical error. (-20995)". The workaround here is to log into Quickbooks directly and make the product active there, first. Then, you can attempt to sync from Zr Ware.

Line.SalesItemLineDetail.ItemRef

ERROR MESSAGE: QB's Error com.intuit.ipp.exception.FMSException: ERROR CODE:2500, ERROR MESSAGE:Invalid Reference Id, ERROR DETAIL:Invalid Reference Id : Line.SalesItemLineDetail.ItemRef, MORE ERROR DETAIL:Line.SalesItemLineDetail.ItemRef

This error occurs when the following happens:

Product is added to Zr Ware™.
Product is synced over to QB online.
Product is then deleted from QB online.
A revenue job in Zr Ware™ is completed that is referencing this product
Zr Ware™ tries to create an invoice with this product in QB online.

Fix: Contact Support and we will reset the product in Zr Ware™ so it will recreate it in QB online.

3. Element id _____ not found

This means the internal ID doesn't exist in our system.

ERROR DETAIL: Invalid Reference Id : Names element id [number] not found. QUICKBOOKS ERROR: Error persisting Invoice ....

This error occurs when the following happens:

Client has a completed revenue job in Zr Ware™
Zr Ware™ syncs the Client and Invoice and Payment information to QBO
Someone either deletes the QBO Customer or merges the QBO customer inside of QBO. That user does NOT merge the customer records in Zr Ware™. This leaves Zr Ware™ in a state where it is pointing to a QBO client that no longer exists
Another revenue job is completed for this same Zr Ware™ client pointing to this QBO customer that no longer exists
Zr Ware™ tries to create this latest invoice and add it to the QBO customer that used to exist
QBO returns this error because it won't create an invoice for a customer that no longer exists

Fix

If you merge data in QBO, you need to make sure you make the equivalent merge in Zr Ware™. If you have tried to merge everything that you are aware of, reach out to a system administrator to help resolve this issue.

You can currently view which QBO client a Zr Ware™ client is linked to by viewing the Merge Client popup from the Client Details screen.

4. Please verify this invoice is closed

ERROR AFTER INSERTING QUICKBOOKS: FIX RIGHT AWAY: Error no invoice for PaymentId ... Please verify the invoice for this client has been closed.

It is often the case that a payment was received for an invoice but it was never closed. Once the Zr Ware™ invoice is closed, with the next QBO sync, Zr Ware™ will attempt to recreate the invoice.

However, if you have verified its closed, note the client in the message, and chances are that client has some other issue with it as noted above. Usually once you resolve the other issues (like recreating the invoice in QBO or merging clients in Zr Ware™) then everything will get recreated as expected.

5. Invalid String

QB doesn't like a character you are using. For example: In the case below it was a ":" in the company name. Removing that fixed the sync error.

com.intuit.ipp.exception.FMSException: ERROR CODE:2040, ERROR MESSAGE:Invalid String. 
The String may contain unsupported or illegal chars, ERROR DETAIL:Element contains 
invalid characters. Gertie Properties : ATI Physical Therapy - 2422450, 
MORE ERROR DETAIL:DisplayName

6. Undefined Chart of Account

QUICKBOOKS ERROR:  Failed to load 1 Chart of account for 'Undefined'

The first thing that the system will do when it attempts to sync to QBO is it will look at the list of current products and services and will attempt to sync any products/services that were recently added to the system and create them as a product and service in QBO. When the system creates the product in QBO, QBO requires that the chart of account be defined.

At this time the system requires that a user go into Quickbooks online and create a new Chart of Account with the name "Undefined" (excluding quotes). Then when the system goes to sync a new product and service for the first time, it will be created in QBO under that Undefined Chart of Account.

A user in QBO can organize the products in QBO into whatever chart of account after the initial sync is performed.

If you see this error, no other action will be able to be performed until this is first resolved.

7. Business Validation Error

ERROR MESSAGE:A business validation error has occurred while processing your request,
ERROR DETAIL:Business Validation Error: Were sorry, QuickBooks encountered an error while calculating tax. Try reselecting the tax rate or reentering the product/service item and saving the form again.

Fix: Try syncing to QB again in Admin > Quickbooks Errors & Sync. If the error continues showing up contact support.

Business Validation Error: Unexpected Internal Error. (-37111)

Possible Fix: Check your Custom Tax Rate in Quickbooks. Make sure it's not 0.

Tax Settings > Sales Tax Settings > “Sales Tax” Custom Tax Rate.

ERROR MESSAGE:A business validation error has occurred while processing your request, ERROR DETAIL:Business Validation Error: Please make the parent product or service active first. Then you can make this sub-product or service active.

Fix:

Find the parent service and reactivate it (Contact support if you can't find the parent service).
Reactivate the service displayed in the error.
Do a manual QB sync
Deactivate those services again.

Error Variation 2:

QB's Error com.intuit.ipp.exception.FMSException: ERROR CODE:6000, ERROR MESSAGE:A business validation error has occurred while processing your request, ERROR DETAIL:Business Validation Error: Unexpected critical error. (-20995), MORE ERROR DETAIL:

ZEROREZ ERROR AFTER INSERTING QUICKBOOKS: FIX RIGHT AWAY: Error saving Quickbooks record for productId= 5005 and QB_ID= 132 and product name = 003 No Final Walk-Through

1st Potential Cause:
Item becomes deleted in QB but is still active in ZR Ware. ZR Ware then tries to reactivate item, but QB returns this error.

Resolution Steps:
1. Take the product name from the error and try to reactivate the same service in QuickBooks itself manually.
2. If you are unable to reactivate it, you will want to recreate a new edition of the problem service and then deactivate the problem one in Zr Ware. Then, from the Client History -> Edit Invoice view, replace the problem service with the new version you just created.
3. Once completed, re-sync ZrWare and QuickBooks through the QuickBooks Errors & Sync page.
4. You can now click on the Trash icon next to the error listed in QB Sync to stop having ZrWare attempt to update that item in Quickbooks.
5. Associate the new item with the correct Chart of Account in QuickBooks.

8. Object Not Found

Error Message

QB's Error com.intuit.ipp.exception.FMSException:
ERROR CODE:610, ERROR MESSAGE:Object Not Found,
ERROR DETAIL:Object Not Found : Something you're trying to use has been made inactive. Check the fields with accounts, customers, items, vendors or employees.

Details

Error persisting Payment for company=[id] and for PaymentID=[id] for appointment date [date] for Client [name] invoiceNumber: [invoiceNumber/Document Number]

In this case the system has identified a new payment it is trying to sync over to quickbooks. The system will attempt to find the invoice using the internal id it stored when the invoice was originally created. This error can occur from one of the following actions:

Someone may have actually deleted the invoice in Quickbooks with the internal id we have on file. When the system goes to find the invoice with that id, we cannot find it and thus and we get this error. Therefore, a payment cannot be added to an invoice that no longer exists.
1. However, if you determine that an invoice with that Document Number/Invoice Number does exist in quickbooks, chances are it was recreated manually after it had been deleted previously. In this case, reach out to a system administrator so we can help correct the link between the Zr Ware™ invoice and the Quickbooks invoice
2. If you determine that an invoice with that Document Number/Invoice Number does NOT exist in Quickbooks, try reopening and closing the booking(don't send notifications to customer when closing the invoice) and then doing another sync. If it still fails after this point, someone likely deleted the original payment and you will need to reach out to a system administrator and we can reset the payment so that the system will try to recreate the invoice in QBO.
  1. If this is for an appointment that is for a previous accounting period that has been closed, it may be appropriate to manually clear these errors out and enter in the information into Quickbooks directly
When an admin manually deletes/clears the error in Zr Ware™ because they want to manually enter the data in Quickbooks. When an error is cleared in this way this puts a -1 for the internal quickbooks id which will not exist when subsequent payments are added to the invoice. If this is the case, you can just manually clear this error and manually enter in the equivalent payment on the invoice

9. Failed to get Customer or Invoice by customer=1234 and invoice=xyz

When the invoice = -1

What happened is someone must have manually cleared out a error for this invoice and a -1 value is the what is used to tell the system to STOP trying to create the invoice in QBO because someone was going to do it manually.

If you want to reset the invoice in such a way such that the system will recreate in QBO, go to Client History > Actions > Reopen Booking. Then close it again (remember to uncheck notifications of e-mail/text to the customer) and then start a new sync to QBO to recreate the invoice.

If an invoice in our system has a -1, you will likely see other errors that said “Failed to add payment because the invoice Object was Not Found”. So by just reopening the invoice and closing it again will most likely fix any payment errors as well.

When the invoice is not -1, check the following:

Go to the client details screen and check that the client is actually linked to the correct QB client from the QB popup. If it's not, contact support to help correct the problem.
If the client connection is correct, ensure the invoice with that invoice number does not exist in QB. Reopen the invoice, close it and then sync again.

10. The customer you have specified has been deleted.

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You can find which QBO a client is linked to from the Client Details Screen today by clicking on the gear icon in the top right and view the merge clients popup.

To find a deleted customer in QBO, from the Sales > Customer view click the gear icon on the right and ensure the option to "Include Inactive" is found.

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