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Williampatrick
Level 1

QBD suddenly not SYNCING with QB Time

Yesterday, I could sync TSheets/QB Time from within Quickbooks desktop. Today, after I attempt to "Enter Time=>Sync Quickbooks Time" then enter my login credentials, it comes back with some error. I've spoken with QB Time support three times, and QBD support. No one can help. It's obviously an issue arising from Intuit's TSheets to QB Time transition. If I can't get this resolved I'm switching my entire company to another provider.

34 Comments 34
K_Siman
Moderator

QBD suddenly not SYNCING with QB Time

Good morning, @Williampatrick. Welcome to the Community and thank you for bringing this to our attention. 

 

This is a part of a current investigation our team is looking into. I highly recommend contacting support so that they can add you to the list of affected accounts and you can receive updates on their progress. Tell them you've been affected by INV-00254.

 

Here's an article on the best ways to do this: Contact QuickBooks Time Support

 

Our Support Team also has some workarounds they can try to get your account syncing again. Thank you for your patience and know that you are working diligently to get this fixed!

Williampatrick
Level 1

QBD suddenly not SYNCING with QB Time

I have spent an entire work shift, and spoke to three Support Team Individuals and they were absolutely no help whatsoever. They had no idea what they were doing. I suggest getting this fixed quickly before my business and many others take our needs elsewhere. Next time you waste your time responding, at least include some solutions. 

K_Siman
Moderator

QBD suddenly not SYNCING with QB Time

Thank you for coming back with an update, @Williampatrick. I definitely want this resolved for you soon. I’d like to connect further to make sure we find a good resolution while the team continues to work on this issue. I’ll reach out via PM so that we can discuss further. 

 

Thank you for your patience.

OJEDA1
Level 2

QBD suddenly not SYNCING with QB Time

I have this same problem today.  I am on currently on a chat with QB Time and let them know we are affected by INV-00254.  Is there a solution you know of?  I also am stuck until I can get this resolved.

MonicaM3
Moderator

QBD suddenly not SYNCING with QB Time

Hi @OJEDA1,

 

Thanks for checking in with the Community for ideas to get your sync with QBDT resolved.

 

I see you were on a chat support interaction. Were they able to get you added to the INV? There are a couple of workarounds. Was our Chat support team able to provide you with an option that works for you?

 

I’d love to hear how it goes. Feel free to reach out with a reply or any additional questions.

 

Take Care!

OJEDA1
Level 2

QBD suddenly not SYNCING with QB Time

I was able to get on a chat today but unfortunately was disconnected and I still cannot get QB Time to sync to QB.

 

MonicaM3
Moderator

QBD suddenly not SYNCING with QB Time

Thanks for your reply @OJEDA1.

 

I'm sorry to hear you were disconnected from your support chat today. I know your time is valuable and you have a business to run. In order to get a workaround in place while our team is working on the INV, I recommend reaching out to support one more time. 

 

They can check all of the particulars of your account and help get a solution for you. 

 

I'll keep an eye out to make sure you get going!

OJEDA1
Level 2

QBD suddenly not SYNCING with QB Time

I have been on 3 phones calls and working on getting on my second chat today as I keep getting sent somewhere else and am now back to where I started from.  We do have a business to run. A fix would be much appreciated.

I can Use QBTime from within QBD, but cannot Sync QBTime.  Seems like it should be an easy fix. I get this message every time: 

Incompatible Company or Product
Oops! TSheets cannot be connected with the company and/or product you selected.
 
OJEDA1
Level 2

QBD suddenly not SYNCING with QB Time

Just an update.  I worked with QB Time this morning and they wanted me to download WebConnector to get the date over from QB Time.  After several unsuccessful attempts, I have given up and asked them to fix the sync process since we are paying for it to work.  I literally am going to hand enter all my time today to be able to do payroll, in hopes they get this problem fixed.  So frustrating and disappointing.

K_Siman
Moderator

QBD suddenly not SYNCING with QB Time

Hello @OJEDA1! Thank you for coming to the Community. I saw your post on another thread and answered you there. I'll link that post here so you can get there easily!  Here it is: QuickBooks Time Syncing Issue.

 

If you have any other questions, please reply to me there and I'll happily get back to you. :)

KLBrownCPA
Level 1

QBD suddenly not SYNCING with QB Time

I have been having this same problem all year.  My billing to customers is based mostly on time and I haven’t been able to get time synced to pay employees or bill properly.

 

I have spoken to service techs on multiple occasions and they don’t seem to know about this issue.

 

This needs resolved SOON or at least spread where the call techs can get the customers on the list when a resolution is found.

Candice C
QuickBooks Team

QBD suddenly not SYNCING with QB Time

Good morning, @KLBrownCPA

 

Thanks for joining in on this thread. I never like to hear that our customers had a less than ideal interaction with our Support. 

 

However, there's a resolution that's in progress for the investigation (INV-00254). The best way to get added to the list of affected users and get updates about this issue via email is by getting in touch with our Customer Support Team

 

In addition, here are some workarounds that could help: 

 

1 Workaround

 

  1. Open QuickBooks Desktop. 
  2. Select the Company menu. 
  3. Choose My Company and sign in at the top right of the window. 

 

2 Workaround

 

Update QuickBooks Desktop to the latest version and try syncing again. 

 

3 Workaround

 

Connect via Web Connector. (You'll need support to work with you on these steps)

 

I know that you didn't get the help you needed before, but I'm confident mentioning the INV specifically will steer support in the right direction and get you set up successfully.

 

Let me know how the phone call or chat goes if you do get in touch with our support team again. I want to ensure that all of your concerns are addressed so that you're able to get back to running your business. Have a great weekend ahead!

EDeFoor
Level 1

QBD suddenly not SYNCING with QB Time

I have been on multiple phone calls and chats with QB Desktop support and QB Time Support.  I have mentioned the Investigation 00254.   QB Time keeps saying it is a Desktop Issue, QB Desktop keeps saying it's a QB Time issue.  This has been going on for almost 4 weeks.  This is completely unacceptable.  I am paying for a faulty product and no one at either entity is taking responsibility or has the knowledge to fix it or help with a work around.  This needs a resolution immediately!

EDeFoor
Level 1

QBD suddenly not SYNCING with QB Time

I have been trying to resolve this same issue for almost 4 WEEKS.  I have been on multiple phone calls and chats with both QB Desktop support AND QB Time support.  I have mentioned the Investigation 00254 as mentioned in this thread.  Both entities keep saying it is a problem with the other one.  NO ONE is taking responsibility or has the knowledge to resolve this issue.  They keep passing the buck.  Someone needs to take responsibility and fix this issue.  I'm paying for a product that is faulty and getting no help from the companies that produce the product.  I have spent countless hours trying to resolve this not to mention the time to manually enter timesheets which are supposed to be automated.  QuickBooks is fine until it's not, then it's terrible.  I'm almost to the point of jumping ship to another software company....after 25 years of using QuickBooks.  QuickBooks FIX THIS NOW!

K_Siman
Moderator

QBD suddenly not SYNCING with QB Time

Thank you for coming here, @EDeFoor. I'm reaching out to you through Private Message to talk to you about your experience.

 

Thank you for your patience. 

kristija
Level 2

QBD suddenly not SYNCING with QB Time

Hi there, having same problem, and offer these comments - would appreciate a response from the QB team.

Workaround 1 - the instructions do not make sense. I have followed them exactly and end up seeing my login name and no way to get into QB Time.

Workaround 2 - updates have made no difference

Workaround 3 - web connector works...but ONLY if you do not try to back up and restore QB on another device. Then web connector does not transfer over. When I consulted with support, they actually told me to get rid of the web connector the previous support person helped me install. Since I risked 'totally broken' for 'broken sometimes' I did not make the change. They refused to get online with me through logmein, saying they would lose their job for helping me because I hadn't purchased additional support. They also would not offer a credit for not being able to use the product because I didn't have a support plan. I asked to speack to a supervisor, and one was scheduled to call the next day, but I never heard from them.

 

Since I have all three products: QB, QBTime and QBPayroll, I expect them to work together without paying ADDITIONAL money for support for a break that QB acknowledges is their fault.

 

Upon attempting to sync QBTime and QB I now get the message "Cannot complete integration. Non-QBD flavor 'wc' is already installed." It will be time to run payroll again soon. How much longer before this is fixed? I don't want to be tied to my desktop for the entire summer AND I must be able to reliably make payroll.

Ami_D
Moderator

QBD suddenly not SYNCING with QB Time

Good afternoon @kristija. Thank you so much for sharing the details of your experience so far. I regret that you're having so much difficulty getting this issue resolved, and I will do everything I can to help get things on track so that you can run payroll. 

 

The Investigation that you're currently impacted by, INV-00254, is still in progress, and our engineering team is working hard to get it resolved so that the QuickBooks Desktop integration works seamlessly again with QB Time. Once complete, there won't be any need to use the Web Connector as a workaround. 

 

In the meantime, I understand that the WC isn't an ideal solution in your case when backing up and restoring QBDT on different devices. 

 

I'd like to reach out via Private Message to discuss your previous cases further so we can find the best way to move forward. Thank you again, and I look forward to chatting with you there to find a resolution. 

kristija
Level 2

QBD suddenly not SYNCING with QB Time

Hi Ami, you reached out to me in a private message, I responded, and have only heard crickets. Shall we try again? Do you have a status on INV-00254? How can I get a refund for the six weeks I have been without the functionality I am paying for? Today's error message is attached. I considered moving to QBonline, however, only the QB history uploads - not QBTime or QBPayroll. Thank you, Joyce

 

 

Ami_D
Moderator

QBD suddenly not SYNCING with QB Time

Good afternoon @kristija. Thank you so much for reaching back out. I've been keeping a close eye on INV-254 and see that they are still working toward a permanent resolution. At this time, the best solution is still to transition to the Web Connector.

Since that isn't an option for you at this time, the best thing will be to get in touch with one of our QuickBooks Time support agents to discuss that credit and any updated workarounds. I understand it's been difficult to communicate with support so far, but our live support team has the tools and secure connection necessary to make account and billing changes that we can not do through the Community. 

I'm confident that our QB Time team will be able to help find a suitable resolution. The most direct way to get in touch is the call the number on this page: Contact QuickBooks Time

Alternatively, you can initiate a live chat through the QB Time web app by clicking the blue Question Mark icon at the bottom left of the page. 

If you have any trouble at all getting in touch, please let me know. I'll be here to help facilitate things as necessary. 

Frustrated Organizer
Level 1

QBD suddenly not SYNCING with QB Time

On Sunday, June 6th the seamless syncing between QB Time and QB online stopped working. In addition our Team members timesheets entered through the mobile app are no longer showing up in the Time record. I have been on the phone for 3 days with Time and Intuit people. No one knows what's going on. This has been a great product up until now. We are considered looking for another time tracking application. In the meantime our team members are manually recording their hours and texting them to our invoicing department. What a step backwards!

K_Siman
Moderator

QBD suddenly not SYNCING with QB Time

Hello @Frustrated Organizer.

 

Thank you for sharing your experience here in the Community. I was able to look at your past cases and see you have reached out multiple times about this issue.

 

I'm going to be reaching out to you through Private Message to discuss further, so lookout for a PM from me shortly. 

 

Thank you for your patience. 

4MCNEIL
Level 1

QBD suddenly not SYNCING with QB Time

Has there been a fix for this problem? I have encountered the same issue last night while doing my payroll. What is everyone doing if it hasn’t been fixed? 

ZackE
QuickBooks Team

QBD suddenly not SYNCING with QB Time

Thanks for joining this thread, 4MCNEIL. I'd be more than happy to provide you with an update about our investigation.
 

Currently, Intuit's Product Investigations team is working on a solution to this issue. If you haven't yet, you can speak with our Customer Care team to have your account added to the investigation (INV-254). This ensures you'll receive email notifications about any updates relating to it.
 

As a workaround, you can connect using the Web Connector. To do this, you'll need to work with support.
 

You can get in touch with them using any of the options available on our contact page.

 

Please don't hesitate to send a reply if there's any additional questions. Have a lovely day!

kristija
Level 2

QBD suddenly not SYNCING with QB Time

Can you add me to the INV-254 notifications list, [email address removed].

I need to run payroll today, but the web connector has broken, and when I attempt to access QB Time from QB Desktop, I just get a white page, it doesn't go anywhere. I'm in panic mode - how will I do payroll? I can't even get to QBTime Chat because I can't get into QBTime at all. Can you give me a number to call, where I can get a person to help me figure out what has happened. Everything between QBDesktop and QBTime is broken. Thank you.

 QB Web Connector Error Message2.PNG QB Web Connector Error Message.PNG QB Web Connector Error Message3.PNG

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