Help & Troubleshooting

Support & Troubleshooting

Use Observe Only first when an unexpected result could affect invoice correctness.

First response to an unexpected result

  1. Switch the affected Company Profile to Observe Only.
  2. Do not repeatedly rerun the same Live transaction.
  3. Record the Sales Order number and approximate time.
  4. Review Needs Attention.
  5. Review the applicable run report.
  6. Use Diagnose Sales Order.
  7. Create a Support Bundle if requested.

QuickBooks connection

Confirm:

  • QuickBooks Desktop is functioning normally;
  • the intended QuickBooks company is available;
  • Ship2Invoice is still authorized as an integrated application;
  • the selected Company Profile matches the intended QuickBooks company; and
  • the Windows user has the expected QuickBooks access.

Wrong or missing shipment detection

Use Diagnose Sales Order and review the information that controls shipment classification.

This may include:

  • QuickBooks Ship Via;
  • Shipping Method configuration;
  • shipped-quantity information;
  • partial-shipment interpretation;
  • shipment date or tracking information; and
  • other configured required fields.

Missing required customer information

When a customer field is configured as required, the Sales Order may remain in Needs Attention until the required information is corrected.

Manual customers and exclusions

An intentional Customer Rule or manual exclusion is not a system failure and should remain distinct from a true processing error.

Duplicate concern

Do not manually rerun or recreate an invoice until both the QuickBooks result and Ship2Invoice processing history have been reviewed.

If an unintended or suspected duplicate invoice exists, keep the affected workflow in Observe Only until the cause is understood.

Schedule did not run

Review:

  • the Ship2Invoice Automation Schedule;
  • the Dashboard Next Scheduled Run;
  • Windows Task Scheduler status;
  • the expected Windows and QuickBooks operating conditions;
  • Company Profile enablement; and
  • System Check or scheduler-repair guidance when available.

Support Bundle

A Ship2Invoice Support Bundle may contain information needed to troubleshoot the installation, including:

  • customer or company names;
  • Sales Order or invoice identifiers;
  • item and shipment information;
  • configuration details;
  • run reports and application logs;
  • Ship2Invoice version and environment information;
  • License ID or license status; and
  • Installation ID.

Support Bundles should not intentionally contain passwords, payment-card information, bank-login credentials, QuickBooks Online OAuth secrets, private signing keys or PFX/P12 private-key files.

See the Privacy Policy for additional information about support data.

Include with a support request

  • company name;
  • Ship2Invoice version;
  • License ID when available;
  • Company Profile involved;
  • Sales Order number when applicable;
  • approximate date and time;
  • expected result;
  • actual result;
  • Observe Only or Live status; and
  • the displayed error or warning message.

Standard support is available through support@ship2invoice.com.

See the Support Policy for support scope and service boundaries.