QuickBooks Desktop Troubleshooting and Errors

QuickBooks Desktop FAQs

Q: How do I make sure that my Sync Manager is running?

  • Locate the Mosaic Sync Manager on your computer, there is usually a shortcut saved onto your desktop. If there is not, you may need to search for it. To search for the Mosaic Sync Manager, open your Windows Start Menu and type in "Mosaic".
  1. Click, or double click the icon to launch the Mosaic Sync Manager, this should open the sync manager on your screen, where you will see your Agent Token entered, and the status of your Sync Manager below.
  2. If the Sync Manager does not open when you click the icon, it is probably running in the background. Look in the bottom right of your screen to see if the Mosaic logo is showing in your Tool Tray. If you don't see it there but you have an up arrow (^) icon, click here to find the Mosaic icon.
  3. Right click on the Mosaic icon and select "Configure" from the pop up menu, the Mosaic Sync Manager should open on your screen, where you will see your Agent Token entered, and the status of your Sync Manager below.
    For your data to sync between Quickbooks Desktop and Mosaic the sync manager must be running on your server or "Always-On Machine", and show the status as "Connected".

Q: I have an unused user account under my current QuickBooks license, can I set up the Mosaic user to use this unused user account?

  • Yes. Mosaic recommends using a dedicated user account for your integration to avoid any conflicts between the Mosaic Sync Manager and your day-to-day operations.

Q: I want to trial Mosaic, but not purchase the additional QuickBooks license, what are my options?

  • You may manually add your data into Mosaic for your trial, or import your data through a CSV import. Talk to your Mosaic Customer Success Manager for more details.

Q: How do I set up the Mosaic admin user?

  • Complete the following to create a QuickBooks admin user:
    1. Choose Company > Set up Users and Passwords > Set Up Users.
    2. In the User List window, select Admin and click Edit User.
    3. Enter the name of the Admin user (typically “Mosaic”)
    4. (Optional) Enter a password in the Administrator's Password field. Enter the password again in the Confirm Password field.
    5. Click the Challenge Question drop-down arrow, select a question, and then enter an answer in the Challenge Answer field.
    6. Click Next > Finish.
    Source.
  • The Mosaic admin user should appear in your User List as Mosaic (admin). You can also confirm that this user is an admin by logging into QuickBooks as the Mosaic user and attempting to access the Set up Users menu.

Q: Can I switch back to multi-user mode after the integration is set up?

  • Yes. You only need to be in single-user mode during the integration set up or maintenance (on a call with Mosaic's Integrations team).

Q: What happens if my server crashes, or the Mosaic admin is logged out from QuickBooks Desktop on my always-on computer?

  • During the time that the Mosaic user cannot access QuickBooks you will not be able to sync data between QuickBooks and Mosaic. If this happens, make sure that the Mosaic Sync Agent is running on your always-on computer or server.
  • Data should resume syncing once the Sync Agent is running, and the Mosaic user is logged into QuickBooks.

Q: Can I log the Mosaic user out of QuickBooks Desktop?

  • Yes. The Mosaic Sync Manager should be able to access your QuickBooks company file without the QuickBooks application actively running, or the Mosaic user being logged in.

QuickBooks Desktop Error Messages

Error: No response from agent.

When users receive this error, the Agent couldn't be reached, most likely because it isn't running, it's not logged in, or the computer is off or logged out.

Please make sure:

  • Your machine with the Mosaic Sync Manager and Company File is turned on.
  • The Mosaic Sync Manager is running on your machine.
  • The Mosaic Sync Manager has the correct Agent Token and shows "Connected" below your agent token.

Error: QuickBooks is not responding, please try again.

  • Make sure that your Always-On computer is not frozen or running too many tasks
  • Make sure that you only have one instance of QuickBooks Desktop running
  • Ensure QuickBooks 22 is updated to at least version R3
  • Hard reboot of server/machine where QuickBooks 22 is installed to insure all QuickBooks processes and services have been reset.
  • Uninstall any other versions of QuickBooks from the machine that are not in use.
  • Reinstall QuickBooks 22 and the qbfc13 driver to ensure it's components have been correctly installed: https://developer.intuit.com/app/developer/qbdesktop/docs/get-started/older-versions-of-the-desktop-sdk
  • Reset the QuickBooks permissions certificate if one already exists. Please talk to your Customer Success Manager for assistance completing this step.

Error: A QuickBooks company data file is already open and it is different from the one requested or there are multiple company files open.

  • Close QuickBooks or open QuickBooks to the correct company file.
    If that does not resolve try:
  1. Ask all users to close QuickBooks (including yourself).
  2. Once this is done, only you should sign back into the company file.
  3. Attempt to publish an invoice. The error message will only clear after an invoice is successfully published to QuickBooks.

Error: Recent changes to your configuration require you (the QuickBooks Administrator) to go into the Integrated Applications preferences and re-authorize your integrated application to log in automatically.

  • Make sure all QuickBooks users are connected in Multi-User Mode. If that does not resolve the error, try to refresh the Integrated Applications:
  1. Open QuickBooks: Launch the QuickBooks application where the company file is located.
  2. Navigate to Integrated Applications Preferences:
  • If you're using QuickBooks Desktop, navigate through the menu bar by clicking on "Edit" > "Preferences".
  • In the Preferences window, select "Integrated Applications" from the list on the left-hand side.
    Click on the "Company Preferences" tab.
  1. Locate the Mosaic Sync Manager application: In this tab, you'll see a list of all applications that are integrated with your QuickBooks. Locate the Mosaic Sync Manager application.
  2. Reauthorize the application:
  • Select the application and then click "Properties".
  • In the Properties window, ensure that the "Allow this application to login automatically" checkbox is checked. If it isn't, check it. If it's already checked, uncheck it and then check it again.
  • Make sure the correct user is selected in the 'Login as' dropdown menu (usually this would be the 'Mosaic' user that the Mosaic Sync Manager application should be associated with).
  • Click "OK" to save your changes, and then "OK" again to close out of Preferences.
  1. Restart QuickBooks: Close QuickBooks entirely, and then re-open it.

Error: A modal dialog box is showing in the QuickBooks user interface. Your application cannot access QuickBooks until the user dismisses the dialog box.

  1. To resolve this issue, identify the dialog box that is causing the error. This could be an error message, a warning or a prompt that requires user action.
  2. Make sure all QuickBooks Desktop dialog boxes are closed.
  3. If you don't see any open dialog boxes or closing the dialog box does not resolve the issue, try restarting your QuickBooks application. This will refresh the software and may resolve the error.
  4. If restarting the application still does not resolve the error, other possible causes an outdated version of QuickBooks. Check for any available updates and download them if necessary.

Error: This application is unable to log into this QuickBooks company data file automatically. The QuickBooks administrator must grant permission for an automatic login through the Integrated Application preferences. If such permission was already granted, the administrator must revoke permission, save preferences, then grant the permission again.

  1. To resolve this issue, Open QuickBooks: Start by opening the QuickBooks application where the company file is located.
  2. Go to the Integrated Applications Preferences:
  • If you're using QuickBooks Desktop, navigate through the menu bar by clicking on "Edit" > "Preferences".
  • In the Preferences window, choose "Integrated Applications" from the list on the left-hand side.
  • Click on the "Company Preferences" tab.
  1. Manage Applications: Here, you'll see a list of all the applications that are integrated with your QuickBooks. Find the Mosaic Sync Manager.
  2. Revoke Permissions: Select the application, and then click "Properties". In the new window, uncheck the "Allow this application to login automatically" box. Click "OK", then "OK" again to close out of Preferences.
  3. Restart QuickBooks: Close QuickBooks completely, and then re-open it.
  4. Re-Grant Permissions: Go back into "Edit" > "Preferences" > "Integrated Applications" > "Company Preferences", select the application again, and click "Properties". This time, check the "Allow this application to login automatically" box. Make sure the correct user is selected in the 'Login as' dropdown menu (typically this would be the 'Mosaic' user that the Mosaic Sync Manager application should be associated with). Click "OK", then "OK" again to close out of Preferences.

After following these steps, the application should be able to connect to your QuickBooks company file without any issues. If you're still experiencing problems, it may be necessary to contact QuickBooks Support for further assistance.

Error: QuickBooks file was not found.

  • Ensure the Company File is situated in its designated folder. If you're uncertain about its intended location, please contact your Customer Success Manager for guidance.

Error: QuickBooks Cannot Be Started

This is currently a common issue with QuickBooks 22. We've had success solving these issues with the following steps:

  • Ensure QuickBooks 22 is updated to at least version R3
  • Hard reboot of server/machine where QuickBooks 22 is installed to insure all QuickBooks processes and services have been reset.
  • Uninstall any other versions of QuickBooks from the machine that are not in use.
  • Reinstall QuickBooks 22 and the qbfc13 driver to ensure it's components have been correctly installed: https://developer.intuit.com/app/developer/qbdesktop/docs/get-started/older-versions-of-the-desktop-sdk
  • Reset the QuickBooks permissions certificate if one already exists. Please talk to your Customer Success Manager for assistance completing this step.

QuickBooks is simply known to be finicky and suddenly drop connections. Usually the first, and easiest step is to reset the permissions certificate. Other times, a full restart of the machine where QuickBooks is running can clear up any issues.

Error: Failed to save the Time Tracking transaction. The employee provided in the TimeTrackingAdd request has the checkbox "Use time data to create paychecks" set to the Unknown state.

An error occurs when attempting to save a Time Tracking transaction due to the "Use time data to create paychecks" setting for an employee being set to an "Unknown" state. This setting is crucial for determining how an employee's time data is utilized in payroll processing. Steps to resolve:

  1. Access Company File: Open the QuickBooks Company File where the issue has arisen.
  2. Navigate to Employee Center: From the main menu, select "Employees" and then choose "Employee Center."
  3. Edit Employee Details: Locate and select the employee in question. Click the "Edit" (✎) button, then navigate to the "Payroll Info" tab.
  4. Adjust Time Data Settings: In the "Payroll Info" section, you'll find a checkbox to "Use time data to create paychecks". Here, make the necessary adjustment:
    1. Selected [Use time data to create paychecks]: Opt for this if the employee's time tracking data should influence paycheck calculations. Suitable for hourly employees.
    2. Unselected [Do not use time data to create paychecks]: Opt for this if the employee's time data should not affect paychecks, commonly used for salaried positions.

Once you've updated the setting, please let Mosaic know to try recreating the Time Entry on QuickBooks Desktop again. This should fix the issue and ensure your time data is correctly used for payroll.