Support Troubleshooting Workflow

When a customer reports a sync issue, follow this logical path to isolate the root cause:

1. Check Connectivity: Is the SmartAgent "Green" in the InterWeave Portal?
   • No: Refer to Article 13 (Port Forwarding) or Article 16 (Tomcat/Service errors).
   • Yes: Proceed to Step 2.
2. Identify the Error Code: Check the Integration Manager Logs.
   • Error 3100: Refer to Article 2 (Binding).
   • Error 3000: Refer to Article 6 (QODBC Configuration).
3. Data Validation: Does the record meet QuickBooks requirements (41 characters, no colons)?
   • No: Correct in CRM and re-sync.
   • Yes: Run the DR (Date Range) Utility to force a refresh.

Support Response Templates

Template A: The "Binding/Duplicate" Issue (Error 3100)

Subject: Action Required: Resolving Salesforce/QuickBooks Binding for [Account Name]

"Hello [Customer Name],

Our integration logs indicate that the record [Account Name] failed to sync because a record with a similar name already exists in QuickBooks, but they are not yet 'linked.'

To resolve this:

1. Open the Account in Salesforce and copy the Record ID from the URL (the string of letters/numbers at the end).
2. Open QuickBooks, locate the Customer, and paste that ID into the [Custom Binding Field].
3. The InterWeave SmartAgent will automatically 'marry' these records on the next sync cycle.

For more details, see our guide here: [Link to Article 2]"

Template B: Connection Timeout (Error 3000)

Subject: Connection Alert: InterWeave SmartIntegration is Offline

"Hello [Customer Name],

It appears our SmartIntegration platform has lost contact with your QuickBooks server. This is usually caused by the QuickBooks application being closed or a server reboot that stopped the QRemote service.

Please perform the following:

1. Ensure QuickBooks is open on your host server.
2. Check that the QRemote Server utility is running in your system tray.
3. If the issue persists, you may need to restart the InterWeave Service (See Article 14).

Let us know once the server is back online so we can verify the handshake."

Template C: The "Inactive Record" Fix

Subject: Troubleshooting: Record Update Failed (Object Not Found)

"Hello [Customer Name],

The integration attempted to update [Record Name], but QuickBooks reported the object could not be found. This often happens if a record was accidentally marked as 'Inactive.'

How to fix:

1. In QuickBooks, go to the Customer Center.
2. Check the box 'Include Inactive.'
3. If the record appears with an 'X' next to it, right-click and select 'Make Customer Active.'
4. The integration will resume updates automatically."