Sync Status and Troubleshooting
Read the QuickBooks sync report, retry or clear failed rows, and diagnose connection problems.
Everything BranchSite queues for QuickBooks Desktop is visible: the sync report lists every record queued for, sent to, or rejected by QuickBooks, and the connection page shows the health of the link itself. When a bookkeeper asks "did that invoice make it into QuickBooks?", this is where you look.
Open the sync report
From Settings → QuickBooks, click Manage QuickBooks Desktop, then View sync report on the Initial QuickBooks sync card. The report is split into three tabs, each with an exact count:
- Pending — queued or currently sending.
- Successful — accepted by QuickBooks.
- Failed — rejected rows, plus rows that were ignored or superseded.
Each row shows the Direction, the Entity (invoice rows link straight to the invoice), the Message, the QB status code QuickBooks returned, the Error text, and when the row was last Updated. Long lists are paged; the footer shows how much of the tab you are viewing.
Act on a failed row
The Actions column on each row offers:
- Retry — queue the record again for the next Web Connector run. Use this after fixing the underlying cause (for example, renaming a client whose name contained a character QuickBooks rejects).
- Ignore — dismiss a row you don't want to send.
- Clear QB ID — makes BranchSite forget the record's QuickBooks identity, so the next sync creates a brand-new record in QuickBooks instead of updating the old one.
- View Request — opens the raw Request XML and Response XML exchanged with QuickBooks, useful when working with support.
Warning: Clear QB ID sends new data to QuickBooks. Some rows refuse it to protect your books — for example, QuickBooks payment IDs can't be cleared, and an invoice with payments already synced to QuickBooks can't be cleared because that would create a duplicate invoice and inflate A/R. When an action isn't allowed, the report explains why for that specific row.
Some rows can never be retried: records dated before the cutoff date of a disconnect, records whose client, job, or billing schedule is now set to skip QuickBooks syncing, and rows superseded by a newer sync attempt (retry from the newer row instead).
Check the connection itself
On the Manage QuickBooks Desktop page:
- The Status badge reads Connected, Waiting for first sync, Paused, or Disconnected.
- Last contact shows the last time the Web Connector called in; Last successful sync shows the last run that completed cleanly.
- A Last error alert appears when the most recent run hit a problem.
- Test connection queues a connectivity check — then run Update Selected in the Web Connector on your Windows machine to execute it.
Note: Syncing only happens when the QuickBooks Web Connector actually runs — on its auto-run interval, or when someone clicks Update Selected. If rows sit in Pending, check that QuickBooks and the Web Connector are open on the Windows machine.
Common fixes
- Password stopped working — click Regenerate password in BranchSite, then update the password in the Web Connector. The old password is invalidated immediately.
- Initial sync shows Completed with errors — click Re-run initial sync; it re-runs on the next Web Connector update.
- Balances look wrong — click Resync balances to re-pull invoice payment state from QuickBooks (available once the initial sync is complete).
- Nothing syncs at all — check the status badge isn't Paused, and that the connection wasn't disconnected (a disconnected account shows a Reconnect QuickBooks Desktop prompt, which issues fresh Web Connector credentials).