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MBBHS
Level 1

connecting to server

Hello, we are now getting error messages when we try to enter time for certain employees. It says" we cannot connect to the server".  This problem hasn't resolved itself when we try to try again as prompted. Please help. 

9 Comments 9
Jessica_young
Moderator

connecting to server

This is frustrating, @MBBHS.

 

I'd like to help.  If you could share a bit more on how you're tracking time, this would be helpful in diagnosing the issue. Are you entering time in QuickBooks Time, or within QuickBooks Online?  If you can provide a screenshot of the error as well, that would be helpful.

 

We're investigating any known issues and that additional info will be super helpful.  I'm looking forward to hearing back from you and getting this resolved.  Take care!

MBBHS
Level 1

connecting to server

We're tracking time within QB online advanced.  When I go to add time I  get the attached error notifications:

MBBHS
Level 1

connecting to server

another screengrab

FritzF
Moderator

connecting to server

Good to see you back here in the Community, @MBBHS.

 

I appreciate you sharing the screenshot of the issue you're getting. Allow me to chime in and fix this for you.

 

To check if the browser is already full of frequently accessed page resources (cache and cookies), causing this unusual response, let's sign in to your QBO using a private browser (incognito).

 

Here's how:

 

  • Press Ctrl Shift (Google Chrome).
  • Ctrl Shift (Firefox).
  • Control Option (Safari).

 

Once logged in, go back to the Time entries page and re-enter time to your employees to double-check. If everything looks good, return to your default browser and perform a clear cache to refresh the system. However, if the issue persists, try using other supported browsers.

 

I'll add this article that tackles tracking and managing timesheets using the Time tab in QBO for more information: Track and manage timesheets in QuickBooks Online.

 

For more tips and other resources, I recommend visiting our website for reference: QBO self-help articles.

 

Feel free to leave a comment below if you need more help with entering time or anything else QuickBooks. I'm more than happy to assist. Have a wonderful day.

MBBHS
Level 1

connecting to server

I tried both clearing cache and using incognito.  Neither solved the problem. The problem persists.  I also cannot access any timesheets, as I only get an error message when trying to open them. Is this a problem that occurs typically with Chrome? This was not an issue when we first started using QB Online for the first few days.  We need a concrete solution to this problem or else we cannot use this program. Thanks

JessT
Moderator

connecting to server

Hi MBBHS,

 

Thank you for following the steps. At this point, it's best to reach out to our QuickBooks Time team. That way, they can use more tools to check this further.

 

You can find their contact details in this article: Contact QuickBooks Time support

 

Let me know if you have other concerns. Take care always.

MBBHS
Level 1

connecting to server

I  spent 2 hours on the phone yesterday both with QB Online and QB Time, and the QB Time teams assures me this is not their issue, but rather Online.  At this point we are not able to use an integral part of QB, and need to escalate in order to receive help with this matter.  Please advise. 

MBBHS
Level 1

connecting to server

Hi, we're still waiting on help with this matter. This problem has not been resolved. 

ZackE
Moderator

connecting to server

Thanks for following up with the Community, MBBHS.
 

Since you're using an Advanced subscription of QuickBooks, you'll want to continue working with the appropriate support team. They'll be able to pull up your account in a secure environment, conduct further research into this, and create an investigation ticket if necessary.
 

They can be reached while you're signed in.
 

Here's how:

  1. Click the Help (?) icon.
  2. Choose Contact Us.
  3. Enter a description of your situation in the What can we help you with? field, then hit Let's talk.
  4. Select Start messaging or Get a call.

 

Be sure to review their support hours so you'll know when agents are available.

 

The Community will also be here to help if there's any additional questions. Have a great day!

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