1. Home
  2. Tracking Employee Time
  3. Setting Up Payroll Integrations
  4. Troubleshooting the QuickBooks Desktop Integration

Troubleshooting the QuickBooks Desktop Integration

From your

Applies to ,

Overview

Two types of errors can occur when you’re using When I Work to integrate with QuickBooks Desktop: connection errors and payroll export errors. This article describes how to troubleshoot and resolve those errors.

Connection error in When I Work

If you see an “Unable to retrieve Cloud Elements customers” connection error when you try to access QuickBooks Desktop settings in When I Work, that’s an indication that When I Work is unable to communicate with QuickBooks Desktop.

QuickBooks Desktop Connection Error

When I Work needs to be able to communicate with QuickBooks Desktop in real time when you access the integration settings or export payroll. There may be a problem with your QuickBooks Desktop computer or the integration may be set up incorrectly.

Step 1: Check your QuickBooks Desktop computer

From the computer that has QuickBooks Desktop installed, follow these steps:

  1. Make sure your QuickBooks Desktop computer is turned on and connected to the Internet.
  2. Verify that the QuickBooks Desktop application is running with your company file open.
  3. Make sure the CE Connector utility is running. If CE Quickbooks Connector isn’t running, select CE Connector from the Start menu (Windows 7, Windows 10) or Start screen (Windows 8).
  4. Try to access the QuickBooks Desktop integration settings again. If you still see an error, continue to the next step to verify the integration settings.

Step 2: Verify integration settings

From the computer that has QuickBooks Desktop installed, follow these steps:

  1. In the CE Connector utility, record the link under Registrations.
    Registrations link
  2. From your computer, use a supported web browser to sign in to When I Work on the web.
  3. Go to https://app.wheniwork.com/integration/qbe/configure.
    Configure QuickBooks Desktop appears.Configure QuickBooks Desktop dialog
  4. Verify that the Registration URL matches the the link you recorded in the CE Connector utility. If it doesn’t match, enter the link from the CE Connector utility, then click Save.
  5. Try to access the QuickBooks Desktop integration settings again. If you still see the error, contact our Customer Care team for assistance.

Payroll export errors

When you export payroll to QuickBooks Desktop, When I Work sends you an email to let you know when payroll export has finished. If any of the time entries in the pay period fail to export, the email will let you know:

Payroll export errors

Step 1: Verify connection and settings

To export payroll, When I Work needs to be able to communicate with QuickBooks Desktop on your computer. Follow the connection error troubleshooting steps above to make sure When I Work can communicate with QuickBooks Desktop.

Step 2: Make sure employees are set up correctly in QuickBooks Desktop

An employee’s time entries fail to export if the employee doesn’t have any payroll items (also called earnings codes) set in QuickBooks Desktop. Use QuickBooks Desktop to make sure each employee has the applicable earnings codes/payroll items.

Step 3: Remove corrupt data from the employee’s QuickBooks Desktop time sheet

Corrupt data in the employee’s QuickBooks Desktop timesheet can prevent the employee’s time entries from exporting. This is a QuickBooks Desktop issue that can occur when transferring data from a connected product.

Follow these steps and then try the export again:

  1. Start QuickBooks Desktop.
  2. Open your company file.
  3. Click Employees.
  4. In the Employee Center window, select Enter Time > Use Weekly Timesheet.
  5. From the Name menu, select the impacted user.
  6. Go to the previous timesheet and return to the active timesheet again.

 

 

Updated on April 13, 2017

Was this article helpful?

Related Articles

Still Need Help?

Open a ticket with our customer care team.

Submit a Ticket