Troubleshooting QuickBooks Desktop accounting software integration and syncing errors and common issues

Note

Information on this page is applicable only to QuickBooks Desktop POS merchants that are migrating to Shopify. Learn more about QuickBooks Desktop POS migration.

When you integrate or sync your QuickBooks Desktop accounting software with Shopify, you might encounter errors. On this page you can find common errors and guidance on how to troubleshoot them.

Basic troubleshooting steps

If you're having issues with integrating your QuickBooks Desktop data with Shopify, then complete the following basic troubleshooting steps.

Update your computer operating system and QuickBooks Desktop software

• Confirm that your computer has an internet connection available.
• Ensure that your Windows operating system is up to date.
• Update the QuickBooks Desktop app to the latest release.
• Restart your computer.

Deactivate run as administrator option for your QuickBooks Desktop app

1. Ensure that you're the only Windows user that's logged in.
2. Close the QuickBooks Desktop app, and then restart your computer.
3. Right click on the QuickBooks Desktop shortcut, and then select Properties.
4. Click Advanced.
5. Deselect Run as administrator.
6. Click OK, and then click OK.
7. Double-click the QuickBooks Desktop shortcut to launch the app.

Sign in to QuickBooks Desktop using the admin user profile

1. Open the QuickBooks company file.
2. Enter the credentials of the admin profile.
3. Confirm that you're logged in as admin:
   1. Click the Company menu, and then click Set Up Users and Passwords.
   2. Select Set Up Users.
   3. Verify that the admin user is displayed as logged in.

Open your QuickBooks company file in the single user mode

1. From your QuickBooks Desktop app, click the File.
2. If the Switch to Single User Mode option is displayed in the menu, then click the option and follow the prompts to switch to the single user mode.

Confirm that the Realm ID in Shopify admin matches the Company Intuit ID in QuickBooks Desktop

1. Open the QuickBooks Desktop app and sign in using the admin user profile.
2. Press F2 key on your keyboard to open the product information screen.
3. Confirm that the Company Intuit ID matches the Realm ID that's displayed in the QuickBooks Desktop Connector of your Shopify admin.

Confirm the Shopify Connector is showing Active

1. Open the QuickBooks Desktop app and sign in using the admin user profile.
2. Click File > App Management > Manage Web Apps.
3. Click Connected apps.
4. Verify that the Shopify Connector app is displayed as active.
5. If the Shopify Connector app isn't displayed as active, then click the Status drop-down menu, and then click Reconnect.

Troubleshooting common errors

You might encounter errors when setting up or syncing your data with QuickBooks Desktop accounting software. The following are examples of common errors that you can encounter:

• Authentication failed, when generating a token
• Not a listed Administrator
• Shopify was not able to sync with QuickBooks Desktop Accounting
• Could not start QuickBooks
• Shopify cannot connect with QBD 0x8004040D
• Shopify cannot connect with QBD 0x8004041D
• The company which is integrated with Shopify is different from the one currently open in Quickbooks Desktop: 0x8004040A
• Shopify was not able to sync with QuickBooks Desktop Accounting. 9900

Authentication failed, when generating a token

You might receive the Authentication failed, when generating a token error when you attempt to generate a token in a QuickBooks Desktop company file.

Steps:

1. Make sure to complete the basic troubleshooting steps.
2. Remove any older versions of the QuickBooks Desktop accounting software from your computer.
   1. From your computer, open Control Panel, and then click Programs and Features.
   2. Select the older QuickBooks Desktop version, and then click Uninstall.
   3. Follow the prompts to uninstall the older version.
3. Repair your QuickBooks Desktop accounting software:
   1. From your computer, open Control Panel, and then click Programs and Features.
   2. Select the current version of QuickBooks Desktop, and then click Uninstall.
   3. Follow the prompts to repair your current version.
4. Create a new Windows user profile, and then reinstall your QuickBooks Desktop software using the newly created Windows user.

Not a listed Administrator

You might receive the Not a listed Administrator error when you try to generate a token using an accountant user profile instead of the admin user profile. You need to reset the Company Intuit ID in your QuickBooks Company file.

Steps:

1. From your QuickBooks Company file, click Help > Reset Intuit ID.
2. Enter YES, and then click OK.
3. Close and reopen QuickBooks Desktop app.
4. Follow the prompts to sign in to your Intuit Account using the admin user profile.

Shopify was not able to sync with QuickBooks Desktop Accounting

You might receive the Shopify was not able to sync with QuickBooks Desktop Accounting when a request to sync data from Shopify to QuickBooks Desktop takes longer than 30 seconds to receive.

Steps:

1. Make sure to complete the basic troubleshooting steps.
2. From your Shopify admin, click Home, and then click QuickBooks Connector to authenticate the app permissions.
3. Restart your computer.

If the company file is hosted on a different computer, then network latency might contribute to timeouts. Consider moving your company file to the same computer as the QuickBooks Desktop app.

Could not start QuickBooks

You might receive the Could not start QuickBooks error due to the following reasons:

• QuickBooks is launched using the administrator profile that causes mismatched program permission levels.
• The company file isn't open and signed in using the Admin user of the file.
• There are multiple versions of QuickBooks installed. Uninstall older versions, keeping only the latest version installed.
• The incorrect company file is open.

Steps:

1. Make sure to complete the basic troubleshooting steps.
2. Remove any older versions of the QuickBooks Desktop accounting software from your computer.
   1. From your computer, open Control Panel, and then click Programs and Features.
   2. Select the older QuickBooks Desktop version, and then click Uninstall.
   3. Follow the prompts to uninstall the older version.
3. Repair your QuickBooks Desktop accounting software:
   1. From your computer, open Control Panel, and then click Programs and Features.
   2. Select the current version of QuickBooks Desktop, and then click Uninstall.
   3. Follow the prompts to repair your current version.

Shopify cannot connect with QBD 0x8004040D

You might receive the Shopify cannot connect with QBD 0x8004040D error when multiple sync attempts fail or your QuickBooks Desktop app isn't on the latest release. You need to complete the basic troubleshooting steps, and then recreate the QBConfiguration.

Steps:

1. In Windows search, enter Services.msc, and then click the Services app.
   1. Locate QBWCMonitor and double-click to open properties.
   2. Click STOP, and then click OK.
2. In Windows search, explorer, and then click the File Explorer.
   1. From your computer, go to C:\ProgramData\Intuit\WebConnector 3.0\Config.
   2. Right click the QBConfiguration file, and then click Rename.
   3. Change the filename to OLDQBConfiguration.
3. In Windows search, enter Services.msc, and then click the Services app.
   1. Locate QBWCMonitor and double-click to open properties.
   2. Click START, and then click OK.
4. Open QuickBooks Desktop app, and then sign into the company file using the Admin user.
   1. Click File > App Management > Manage Web Apps, and do one of the following:
      • If the token exists, then click Connected Apps and ensure the app is displayed as Active.
      • If the token doesn't exist, then search for Shopify, select Shopify Connector, and then click Set Up to generate a token.

Shopify cannot connect with QBD 0x8004041D

You might receive the Shopify cannot connect with QBD 0x8004041D error when the QuickBooks Desktop app isn't open to allow data sync to happen. You need to complete the basic troubleshooting steps to fix this issue.

The company which is integrated with Shopify is different from the one currently open in Quickbooks Desktop: 0x8004040A

You might receive the The company which is integrated with Shopify is different from the one currently open in Quickbooks Desktop: 0x8004040A error when an incorrect QuickBooks Desktop company file is open, rather than the one that's set up with the Shopify Connector app.

1. Make sure to complete the basic troubleshooting steps.
2. Confirm that the Realm ID in your Shopify admin matches the Company Intuit ID in QuickBooks Desktop app:
   1. Open the QuickBooks Desktop app and sign in using the admin user profile.
   2. Press F2 key on your keyboard to open the product information screen.
   3. Confirm that the Company Intuit ID matches the Realm ID that's displayed in the QuickBooks Desktop Connector of your Shopify admin.
3. Recreate QBConfiguration:
   1. In Windows search, enter Services.msc, and then click the Services app.
      1. Locate QBWCMonitor and double-click to open properties.
      2. Click STOP, and then click OK.
   2. In Windows search, explorer, and then click the File Explorer.
      1. From your computer, go to C:\ProgramData\Intuit\WebConnector 3.0\Config.
      2. Right click the QBConfiguration file, and then click Rename.
      3. Change the filename to OLDQBConfiguration.
   3. In Windows search, enter Services.msc, and then click the Services app.
      1. Locate QBWCMonitor and double-click to open properties.
      2. Click START, and then click OK.
   4. Open QuickBooks Desktop app, and then sign into the company file using the Admin user.
      1. Click File > App Management > Manage Web Apps, and do one of the following:
         • If the token exists, then click Connected Apps and ensure the app is displayed as Active.
         • If the token doesn't exist, then search for Shopify, select Shopify Connector, and then click Set Up to generate a token.

Shopify was not able to sync with QuickBooks Desktop Accounting. 9900

You might receive the Shopify was not able to sync with QuickBooks Desktop Accounting. 9900 error when an internal error generates during data sync between Shopify and QuickBooks Desktop app. To fix this issue you need to complete the basic troubleshooting steps and restart the WebConnector services.

Steps:

1. In Windows search, enter Services.msc, and then click the Services app.
2. Locate QBWCMonitor and double-click to open properties.
3. Click STOP, and then click OK.
4. Open QuickBooks Desktop app, and then sign into the company file using the Admin user.
5. Click File > App Management > Manage Web Apps.
6. Click Connected Apps and ensure the app is displayed as Active.

Capturing your logs for review

When you contact Shopify Retail Support, you might be asked to retrieve logs from your QuickBooks Desktop app to further investigate your issue. You need to collect all three types of logs.

Application log

1. From your Windows Search bar, enter Run, and then press the Enter key on your keyboard to launch the Run app.
2. Add %LocalAppData%\Intuit\WebConnector 3.0\Log path, and then click OK.
3. Locate the Intuit.QBDT.WebConnector.Application log with the latest date stamp, such as Intuit.QBDT.Webconnector.Application_19_Apr_2023-07_20.log.

QuickBooks Desktop SDK logs

1. From your Windows Search bar, enter Run, and then press the Enter key on your keyboard to launch the Run app.
2. Add %programdata%\Intuit\QuickBooks\ path, and then click OK.
3. Locate the qbsdklog.txt and qbsdkold.txt files

QuickBooks Desktop program logs

1. From your Windows Search bar, enter Run, and then press the Enter key on your keyboard to launch the Run app.
2. Add %LocalAppData%\Intuit\QuickBooks\Log\ path, and then click OK.
3. Open the latest numbered folder, such as 32.0.
4. Locate the QBWin.log and QBWDOTNET.log files. If one or multiple QBWin.log.old files exist, then collect the most three recent files.