Resolve Sync Errors

How to identify, diagnose, and fix common sync errors between JobsiteOn and connected integrations like QuickBooks Online.

Written by Ethan RiveraUpdated over a week ago7 min readBeginner

What this guide covers

This guide helps you find and fix sync errors between JobsiteOn and QuickBooks Online. You will learn where the sync log and the sync errors are, how to read them, and how to fix the most common problems.

Before you begin

You need Owner or Admin permissions.
Sync errors are logged automatically. No setup is required to capture them.

Step 1: Open the sync log and the sync errors

Go to /settings and click Marketplace.
Open QuickBooks Online and click Manage integration.
Click View log to see each record JobsiteOn sent or brought in.

The sync errors page is at /settings/marketplace/quickbooks/manage/errors. Whenever a sync error is open, the QuickBooks page shows a banner with a View sync errors link to it, such as "3 sync errors need a look". When a payment may be counted twice, the banner reads "A QuickBooks payment may be counted twice" instead, and when other sync errors are open too, it says how many. If JobsiteOn can't count the open errors, the QuickBooks page shows "QuickBooks sync errors unavailable" with a Retry sync errors button, so check the sync errors page yourself.

Screenshot: The sync log showing a table with columns for timestamp, entity type, direction, status, and error details, with three error rows highlighted in red.

Step 2: Read the error details

The sync errors page has two tabs:

Errors: each problem with a short message and, for most, what to do about it. The tab opens on the errors that are still open, newest first, 50 at a time. Click Load more below the list to see the next ones. When there are more than the page shows, it says how many, such as "Showing 50 of 120". Check Show resolved to list every error, including the ones already resolved. The category menu narrows the list to one kind of error. The number on the tab is how many errors are open.
Dead letter queue: changes JobsiteOn stopped retrying. An Outbound row is a change it couldn't send to QuickBooks. An Inbound row is a payment change from QuickBooks, such as a void or delete, that it couldn't apply after more than a day of tries. An Inbound row labeled Invoice is a recheck of the QuickBooks payments on one invoice (see "From QuickBooks to JobsiteOn" in Sync Invoices with QuickBooks), and its entity is the invoice's JobsiteOn ID. Retry works on it like on any other Inbound row.

Step 3: Diagnose common errors

QuickBooks asks you to reconnect

Cause: Your QuickBooks sign-in stopped working, for example because someone disconnected JobsiteOn inside QuickBooks. JobsiteOn renews the sign-in every hour, so you don't need to reconnect on a schedule. Fix: Click Reconnect QuickBooks in the red banner on the QuickBooks page and sign in to the same QuickBooks company.

Duplicate customer

Cause: JobsiteOn added a customer because QuickBooks had none with the same email address or display name. Fix: Use the same email address in both systems so future contacts match. Contact support before you merge the two customers in QuickBooks, because the contact stays linked to the customer JobsiteOn added.

Rate limit exceeded

Cause: QuickBooks limits how many requests an app can make each minute. Fix: JobsiteOn stays under that limit and retries changes that run into it. If a change still fails, it moves to the Dead letter queue tab. Click Retry there.

Animation: Clicking Retry on a failed change in the Dead letter queue tab and watching it leave the list.

A record QuickBooks rejected

Cause: QuickBooks turned the record down, for example because an invoice's customer is inactive in QuickBooks. Fix: Correct the problem in QuickBooks or JobsiteOn, then click Retry on the Dead letter queue tab, or save the record again in JobsiteOn. See Troubleshoot QuickBooks Issues.

A payment that may be counted twice

Cause: Payments sync both ways. A payment entered in QuickBooks landed on an invoice that also has a JobsiteOn payment for the same amount that was never sent to QuickBooks. JobsiteOn never matches payments by amount on its own, so it asks you. The error reads one of these:

"A payment imported from QuickBooks may already be recorded in JobsiteOn." JobsiteOn brought the QuickBooks payment in, so until you answer, it counts both.
"A payment recorded in QuickBooks may already be recorded in JobsiteOn." The JobsiteOn invoice already showed paid in full, so JobsiteOn didn't bring the QuickBooks payment in. If JobsiteOn sent its own payment too, QuickBooks would count the money twice.

Fix: Answer it with the buttons on the error:

Same payment, if it's one payment recorded in both places: pick your JobsiteOn payment and click Link payments. JobsiteOn checks the QuickBooks payment in QuickBooks, links it to your payment and removes the copy it brought in, if there is one, so each system counts the payment once.
Different payments, if they're two payments, such as two equal installments. JobsiteOn sends the JobsiteOn payments the warning names to QuickBooks too. If it brought the QuickBooks payment in, confirm with Keep both, and the copy stays in JobsiteOn. If it didn't, confirm with Different payments, and the QuickBooks payment stays out of JobsiteOn while the invoice shows paid in full. One that another open possible duplicate on the same invoice also names waits until that warning is answered or resolves itself. A message then names the ones JobsiteOn is sending.

See "Possible duplicate payment" in Sync Invoices with QuickBooks.

Total mismatch

Cause: JobsiteOn doesn't send tax. QuickBooks works out the tax on each invoice from its own settings, and line rounding can differ. Fix: Compare the line items and tax on both invoices, and make the customer's tax settings in QuickBooks match the tax you charge in JobsiteOn.

Step 4: Retry or clear errors

On the Dead letter queue tab, Retry tries a failed change again. An Outbound row goes back into the queue of changes sent to QuickBooks. An Inbound row starts its tries over: the first runs within about 6 minutes, then on the usual schedule. The row leaves the list, and comes back if the change keeps failing. A message above the list says whether the retry was queued. Retry on an Inbound row works only while QuickBooks is syncing payments. Otherwise the row stays in the list and the message says what to do first: click Try again on the QuickBooks page when sync is paused, Reconnect QuickBooks when your sign-in expired, connect the same QuickBooks company again when QuickBooks isn't connected, or turn Payments sync on when it's off. Then click Retry again.
Acknowledge removes a row from the list without trying it again.
On the Errors tab, Mark Resolved moves an error out of the list once you've dealt with it. It doesn't change anything in QuickBooks or JobsiteOn. A possible duplicate payment has Same payment and Different payments instead, because your answer changes which payments JobsiteOn counts and sends.
Click Sync now on the QuickBooks page to run every sync step again.

Step 5: Prevent future errors

Keep records consistent. Use the same email addresses and names across systems.
Record each payment in one place. Payments sync both ways, so a payment entered in both JobsiteOn and QuickBooks can need your answer on a possible duplicate, or a fix in QuickBooks when JobsiteOn had already sent its payment.
Check the sync errors weekly. JobsiteOn doesn't email you about them. The QuickBooks page shows a banner while any are open, and early checks keep them from piling up.
Act on the QuickBooks page banners. If it shows Reconnect QuickBooks or Try again, use that first.

Tip: Set a calendar reminder to check the sync errors every Monday. A 2-minute review can prevent hours of cleanup later.

Note: If an error persists after retrying, contact JobsiteOn support with the error timestamp and details for further investigation.

Did this answer your question?