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Troubleshooting Tips

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Troubleshooting Tips

Salesforce Package Installation

  • Errors installing Salesforce package - The package install may fail due to various object dependencies and limitations enforced by Salesforce. For example, Salesforce limits the number of total custom fields, custom fields per object, custom objects, custom applications, and external IDs per object based on your Salesforce edition. For the complete and current list, consult your Salesforce documentation and search for "Salesforce Editions and Limits".

    In order to perform the integration, the Widget package includes a custom application, several custom objects, and a number of custom fields including external IDs. For a complete list of the custom fields, please see the User Guide. There must be sufficient room for the Widget to be installed into your Salesforce organization.
  • Apex scripting errors when installing Salesforce package - If you have added required custom fields to standard objects such as Account or Opportunity, the package's test classes may fail. Restart the package installation and be sure to check "Ignore Apex test failures..." when prompted.

Setup Problems

General Setup Problems

  • Integration Manager does not load in QuickBooks Integration Tab/"Navigation to the webpage was canceled" - When the Integration Manager tab loads, your browser may prompt you to allow "unsecure" content to be displayed. Choose the appropriate option to allow non-HTTPS content to be displayed. Also confirm the Adobe Flash plugin is installed for your browser version.
  • Salesforce login error while trying to edit mapping (Premium Widgets only) - When editing mapping, be sure to re-enter your Salesforce password and token on the "My Salesforce Login" panel and click Save before going to any of the custom mapping panels. Make sure your Salesforce credentials are correct. If you have changed your password, you will need to reset your security token and reconfigure the Widget.
  • Atom installation fails (QuickBooks Desktop Widgets only) - Look for installation log in ..\Documents and Settings\<Windows user>\Local Settings\Temp\i4j_log*.log. If there is an HTTP 403 error, make sure the Widget PC has network connectivity to platform.boomi.com. To verify, go to Start --> Run..., type "cmd", and click OK. In the command window, type "ping platform.boomi.com". If you are not able to get a reply from the Boomi server, work with your network administrator to enable access and retry the Widget installation once resolved.

QuickBooks Desktop Setup Problems

  • Problems Getting QuickBooks Company File during initial setup - Verify the following:
    1. All QuickBooks prerequisites are met: desired company file is open and is in Single User Mode, and you are logged in as the Admin user.
    2. QuickBooks error "CoCreateInstance failed : Class not registered" - See this Knowledge Base article.
    3. If still can't connect, look at the qbsdklog.txt file for more information (typically located in C:\Documents and Settings\All Users\Application Data\Intuit\QuickBooks) and try to take the appropriate corrective action.
    4. If no errors in qbsdklog.txt file, ensure the Java plugin v1.6 or higher is installed in your browser and make sure your browser's security settings are set to allow Java applets to run. When the Widget wizard loads, many browsers prompt you if you would like to allow the applet to run. If you get this prompt, be sure to select the option to yes, allow this applet to run.
    5. If Java is installed/enabled and you allowed the applet to run, there is a known conflict with the following versions of the Adobe Flash plugin: 9.0.115. If you have any of these versions, upgrade your Flash plugin to the latest version.

Windows Vista (and later) Problems

QuickBooks Desktop Widgets only.

  • Windows Vista/7: Problems connecting to QuickBooks or installing Atom during initial setup - In the Widget installation wizard, if after clicking the "Get Company File" it displays a "working" animation but never pops up the authorization dialog in QuickBooks and does not display an error message, Windows Vista permissions are preventing the Widget installer from interacting with your desktop. To resolve, launch your internet browser with elevated permissions:
    1. Right-click the shortcut for your internet browser.
    2. Choose Run as Administrator.
    3. Navigate to salesforce.com and proceed with the rest of the installation instructions (Install Guide).

      These steps are only necessary during the initial install, or if you need to edit your Widget to change the QuickBooks company file location.

Ongoing Sync Problems

How to Troubleshoot

General Troubleshooting

If you discover data is not syncing as expected, in general take the following steps to troubleshoot:

  1. Verify the Atom is running. (QuickBooks Desktop Widgets only)
  2. Review the Sync Log to look for errors or other warnings.
  3. Review the list of Troubleshooting Tips here below check the Forums to find answers to common sync problems.
  4. Take corrective action: some errors may be configuration-related (e.g. can't connect to QuickBooks, bad Salesforce login), or data-related ("record already exists", "field value is too long", etc.).
  5. If you need more assistance, please contact support.

Keep reading for more tips.

General Problems

  • Java heap space error (QuickBooks Desktop Widgets only) - This can happen sometimes if an exceptionally large number of records try to be synced (1000's). The fix is to increase the amount memory the Atom can consume on the PC/server. To increase the memory, do the following:
    1. Stop the Atom.
    2. Navigate to the ..\<Atom install directory>\bin.
    3. Edit the atomw.vmoptions file a text editor such as Notepad.
    4. Change -Xmx512m to -Xmx1024m.
    5. Save the file and restart the Atom.
    6. Re-run the sync or wait for the next scheduled execution.
  • No data is syncing - Verify the following:
    1. The Atom is running. (QuickBooks Desktop Widgets only) Go to the PC on which the Atom was installed and verify the Atom icon is present in the system tray. Alternatively, open Task Manager (right-click Task Bar >> Task Manager), click Processes and look for the atomdesktop.exe and atomw.exe processes. (Note: if there is more than one pair of exe's, kill all of them by clicking End Process, and restart a single instance of the Atom.) If the Atom is not running, restart the Atom by going to Start >> All Programs >> Boomi AtomSphere >> Atom - <Atom name> >> Desktop Atom.
    2. Are you still during your Trial? Remember that during your free trial, the Widget does not sync data automatically on a schedule. You must initiate the sync manually. To do so, go to the Boomi Widget for QuickBooks application, and then Widget Setup >> My Integrations and click Run Now next to the Widget name.
    3. Were there connectivity-related errors, such as Salesforce INVALID_LOGIN? Get the error message from the Sync Log and consult this troubleshooting guide and Knowledge Base. If you can't find your specific error, contact our support team for assistance.
    4. There are records to be synced. In Salesforce, are there records with the "Sync Me" field checked? In QuickBooks, have records been updated since the last sync?
    5. If using the QuickBooks Online Widget, look in the View Activity logs for an INFO level message that reads "Session Authentication required.-- ERROR:Session Authentication required". If found, see QuickBooks Online Problems below.
  • Account/Customer is not syncing - Verify the following:
    1. The Account has at least one closed/won Opportunity. There is a Sync Preference to allow all Salesforce Accounts to be synced but this is disabled by default.
    2. The QuickBooks Customer is Active.
    3. The Account or Customer has been modified since the last time the sync ran. In Salesforce, ensure the Sync Me flag is checked. You can edit, make a nominal change, and resave the record to trigger it to be picked up during the next sync.
    4. Review the sync activity and look for errors or other warnings.
      • (3100) The name "Some Name" of the list element is already in use. - Verify the following:
        • Are there multiple Salesforce Accounts named "Some Name"? If there are duplicates, use the Salesforce Account Merge functionality to merge the duplicate Account into the original. If there are truly separate Accounts, rename the duplicate to achieve uniqueness.
        • Does that Customer already exist in QuickBooks? If so, make a nominal change to the QuickBooks record and run the sync again to link.
        • Does an inactive Customer already exist in QuickBooks? If so, re-activate it or rename it to achieve uniqueness.
        • Does a Vendor or Employee exist with the same name in QuickBooks? If so, rename the Vendor/Employee record to achieve uniqueness.
    5. Your Sync Preferences allow updates to QuickBooks.
    6. There are special rules for how Address information is synced. See the User Guide for more information.
  • Opportunities or QuickBooks Transaction changes are not syncing - Verify the following:
    1. The "Sync Won Opportunities to QuickBooks" preference is enabled in your Sync Preferences.
    2. The "Update Opportunities to match linked QuickBooks Transactions" preference is enabled in your Sync Preferences.
    3. The Opportunity is in a closed/won Stage.
    4. The Opportunity is assigned to an Account and that Account has been synced to QuickBooks (look for a value in the Account's External Account ID field).
    5. The Opportunity Transaction Type has been selected.
    6. The Opportunity has at least one Opportunity Product.
    7. The Opportunity or transaction has been modified since the last time it was synced and the Sync Me flag is checked.
    8. Review the sync activity and look for errors or other warnings.
    9. Understand updates to the Opportunity are only synced to QuickBooks if the Transaction Type is set to "Sales Order" and that Sales Order has not been fully invoiced in QuickBooks yet.
  • Invoices are not syncing to Salesforce - Verify the following:
    1. The Invoice Sync is enabled in your Sync Preferences (see Changing Widget Preferences).
    2. There are new or recently modified Invoices in QuickBooks ready to be synced.
    3. Review the sync activity and look for errors or other warnings.
  • Invoices are not migrated to Salesforce - Verify the following:
    1. The Invoice Migration is enabled in your Sync Preferences.
    2. The Migration Date is specified in your Sync Preferences.
    3. There are Invoices in QuickBooks dated from the Migration Date.
    4. Review the sync activity and look for errors or other warnings.
    5. If the Invoice Migration has already completed successfully, it will not try to run again. If you need to rerun for some reason, follow the steps below under "Miscellaneous" to reset the Widget's properties.
  • No active, standard Pricebook was found in Salesforce - To run properly, the Widget requires the Standard Pricebook to be active if the Opportunity Sync or the Invoice Sync/Migration with "Create Missing Opportunities" preference is enabled. Please activate the Standard Pricebook within Salesforce or verify your Sync Preferences and try again. To activate the Standard Pricebook:
    1. Log into your Salesforce organization.
    2. Go to the Products tab.
    3. Scroll down to the "Maintenance" section and click Manage Price Books.
    4. Click Activate next to "Standard Price Book".
    5. Run the sync again.
  • Duplicate Accounts created in Salesforce - If duplicate Accounts are created accidentally in Salesforce, the Customer Sync may not function as expected or throw warnings (for example Error linking Salesforce Account "Customer Name": (DUPLICATE_VALUE) OBJ: Account - duplicate value found: WISAFI__External_Account_ID__c duplicates value on record with id: 0017000000RWrky. To resolve the duplicate, use Salesforce's Merge Accounts utility.
    1. Go to the Accounts overview tab.
    2. Under Tools click Merge Accounts.
    3. Search for the duplicate Account names you wish to merge. Select the records to merge and click Next.
    4. Use the radio buttons to choose a "Master Record" as well as the surviving value for each field. For the sync, the main objective is to make sure the "External Account ID" value is maintained after the merge.
      • If one record has a value and the other does not, be sure to select the populated value.
      • If both records have a value, this means each maps to a different QuickBooks record. You should try to identify the QuickBooks records and the appropriate action to resolve (rename or inactivate/delete in QuickBooks).
      • If neither records has a value, it does not matter which one survives.
    5. Run the sync again.
  • Atom is OFFLINE (or similar) alert notification - If you receive an email alert saying "Atom" or "Atom Cloud" is OFFLINE this means the Atom is offline and the sync will not be able to run. For QuickBooks Desktop users, this typically means someone has either stopped the Atom, logged off of Windows, restarted or turned off the PC, or that there are network connectivity problems and the Atom cannot communicate with the Boomi platform. For QuickBooks Online users, this typically means the hosted Atom Cloud is down for scheduled maintenance and will be available again shortly. In either case, no data will be lost and the sync will simply pick up where it left off when the Atom is restarted and comes back online.

Common QuickBooks Desktop Sync Problems

  • Problems connecting to QuickBooks during ongoing sync - After initial setup, the company file may be open or closed on the Atom PC. However there are several situations that may arise during normal business that can prevent data from being synced:
    • If a different QuickBooks company file is opened the Atom PC than the one configured in the Widget. Resolution: close the company file.
    • If a user on a different PC opens the company file in Single User Mode or as the Boomi user. Resolution: notify user to switch to Multi-User Mode or log in as a different user.
      • For normal business, users should log into QuickBooks in Multi-User Mode, however some administrative activities can only be performed in Single User Mode. Once the administrative work is complete and the user logs out or switches back to Multi-User Mode, the Widget will continue to sync where it left off.
    • 80040435 (Unknown error) : Recent changes to your configuration... - See this Knowledge Base article.
    • 8004041d (Unknown error) : This application is not allowed to log into this QuickBooks company data file automatically... - See this Knowledge Base article.
    • 80040414 (Unknown error) : A modal dialog box is showing in the QuickBooks user interface. - See this Knowledge Base article.
    • CoCreateInstance failed : Class not registered - See this Knowledge Base article.
    • 8004041c (Unknown error) : An internal QuickBooks error occurred while trying to access the QuickBooks company data file. - See this Knowledge Base article.
    • 80040408 (Unknown error) : Could not start QuickBooks. - See this Knowledge Base article.
    • 80010105 The server threw an exception. - See this Knowledge Base article.

Common QuickBooks Online Sync Problems

  • Session Authentication required.-- ERROR:Session Authentication required - See this Knowledge Base article.
  • Authentication failed – Status Code:2000--ERROR:Application agent not found - See this Knowledge Base article.

Common Salesforce Problems

  • Problems connecting to Salesforce during ongoing sync - Sometimes there can be intermittent errors connecting to an application hosted on the Internet.
    • Error received executing Salesforce Get; Caused by: Error during login for Salesforce; Caused by: INVALID_LOGIN: Invalid username, password, security token; or user locked out. - Salesforce credentials are incorrect. Go to the Widget Setup and update your Sync Preferences. A few tips:
      • Type carefully!
      • Don't forget to append the Security Token to your password.
      • Make sure you don't copy any leading/trailing spaces with the Token, which can happen sometimes when copying directly from the Salesforce email.
      • Remember if you change your password (maybe your org is configured with rotating passwords), you will need to update the Widget with your new password and token (changing your password changes your token too).
    • Error linking Salesforce Account "Customer Name": (DUPLICATE_VALUE) OBJ: Account - duplicate value found: WISAFI__External_Account_ID__c duplicates value on record with id: 0017000000RWrky - There are duplicate Account Names in Salesforce. Follow the steps for "Duplicate Accounts created in Salesforce" listed above under General Problems.
    • No such column 'WISAFI__External_Account_ID__c' on entity 'Account' (or similar) error during sync - Make sure all the Widget's custom fields (list here) have been added to at least one Salesforce Page Layout. The Widget's package include Page Layouts however if you use Professional Edition, you will need to add the following custom fields to your existing Page Layouts yourself before running the Widget. The Widget will not work properly until these fields are added to at least one Page Layout.
    • SFDC ACCOUNT EXPORT: Error linking Salesforce Contact...SELF_REFERENCE_FROM_TRIGGER - This error indicates there is a Salesforce Account with two related Contact records with the same name. What makes this error tricky to troubleshoot is the Contact Name and Account Name reference in the error message may not be the actual troublesome record. This is because the Salesforce records are imported in a batch. To troubleshoot this error and identify the Account/Contact records to clean up:
      1. Look for the Salesforce record ID, highlighted below (again, ignore the Account/Contact Name):

        SFDC ACCOUNT EXPORT: Error linking Salesforce Contact "Some Contact Name" for Account "Some Account Name": (CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY) OBJ: Contact - WISAFI.DetectContactChange: execution of BeforeUpdate

        caused by: System.DmlException: Update failed. First exception on row 0 with id 0038000000vVb25AAC; first error: SELF_REFERENCE_FROM_TRIGGER, Object (id = 0038000000vVb25) is currently in trigger WISAFI.DetectContactChange, therefore it cannot recursively update itself

      2. Within Salesforce, navigate to any Contact record, and then replace the last part of the URL with the record ID copied from the error message. For example, https:// na7.salesforce.com/a02A0000003T8hJ >> https:// na7.salesforce.com/0038000000vVb25AAC. Note the base URL, "na7.salesforce.com", will differ based on your Salesforce org. This will display the Contact record that is part of the duplicate pair.
      3. Navigate to the Account for that Contact.
      4. Look for other Contacts with the same name for that Account and use the Salesforce Merge Records utility to consolidate the duplicate Contacts. Note: If the "duplicate" Contacts really should be different, you will need to change the name on one of them to establish uniqueness.
      5. Run the sync again.

Miscellaneous

  • Need to run initial Account Matcher or Invoice Migration process again. - The Account Matcher and Invoice Migration processes are intended to be one-time-only processes. However if for some reason you need to rerun them, it is possible in most cases.
    For the QuickBooks Desktop Widgets, you will need to reset a configuration property within the local Atom directory.
    To rerun the Account Matcher:
    1. Stop the Atom (right click on the system tray icon and select Stop).
    2. Locate the properties file ..\<widget atom install root>\execution\0f25bcf9-318b-426d-8356-22c97449f2a7.properties.
    3. Open the file in a text editor such as Notepad and change the value of the IS_CUSTOMER_MATCHED property to false.
    4. Save the file and restart the Atom.
    5. Run the Widget manually or wait for the next scheduled sync.

      To rerun the Invoice Migration, follow the same steps as above but for the property named IS_INV_MIGRATED.

      For the QuickBooks Online Widget, the Account Matcher cannot be rerun. To rerun the Invoice Migration, edit your Sync Preferences and choose a different Migration Date value, then run the sync again.
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