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The Fathom Desktop Connector is a small application that downloads via your web browser from within the Fathom app. You can run this file each time you need to import or update QuickBooks Desktop company data in Fathom.

How servers are setup can vary widely, so we highly recommend contacting your IT Team to help you setup the Desktop Connector in your server environment.

If you are using the Desktop Connector to import QuickBooks Desktop files which sit in a hosted or server environment, issues can arise from the server not 'allowing' the Connector to run or access files in that environment. If an error message appears, saying "Fathom could not access the QuickBooks file on the 'XYZ' server" then you are likely running into this issue.

Unfortunately, we cannot provide specific instructions on how to ‘allow’ the Fathom Desktop Connector in your specific environment, as these settings can vary widely across servers. We recommend getting in touch with your network administrator to see if they are able to allow the Fathom Desktop Connector to run in your environment.

The Connector uses Microsoft ClickOnce technology which is only supported in the most recent versions of Windows Terminal Server.

According to a Microsoft Knowledge Base article, ClickOnce is not supported on Windows Terminal Servers including 2003, 2003 R2, 2008 & 2008 R2.

However Windows Terminal Server 2012 R2 has introduced support for ClickOnce. While the Fathom Desktop Connector can't be published as a RemoteApp directly, it can now be installed and run through a web browser such as Internet Explorer which itself is published as a RemoteApp.

The following article from the Citrix Support website is a helpful resource:

Understanding Citrix XenApp and ClickOnce Applications

If your company files are hosted on Rightworks (formerly Right Networks), you will need to get in touch with their Account Services team at accountservices@rightnetworks.com.

Alternatively, you can contact Rightworks by phone at 888-417-4448 (United States). Select option 3 to request the Fathom app be added to your account. Or you can contact them via the Rightworks chat option.

If your company files are hosted on Cloud9 or InsynQ, please contact our support team at support@fathomhq.com for specific instructions on how to add the Fathom Desktop Connector in your environment.
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If you wish to bypass the hosted environment entirely, then you can simply move or copy the files out of the server environment and onto your local desktop. The files must be .QBW files and cannot be backup or .QBB, files to ensure they successfully import into Fathom.
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If you choose to run the files on your local desktop, then you can follow the detailed instructions and videos in the 'Importing from QuickBooks Desktop' article.

To update your QuickBooks Desktop company in Fathom (after its initial import), simply move/copy the QuickBooks Desktop file(s) you'd like to update out of the server and onto your local desktop, launch the Fathom Desktop Connector, and select each file you'd like to update. You can only do a first-time import with one company file opened at a time, but you may select up to 50 company files at one time for subsequent updates using the Desktop Connector.

The most common error we see with importing QuickBooks Desktop files in a hosted server environment is adding the QuickBooks file to the Desktop Connector using a file pathway that does not match its location.

The Fathom Desktop Connector and the QuickBooks file (.QBW file) you are uploading into Fathom must be opened using the same file pathway.

The file pathway is determined by the location of the QuickBooks company file. To identify the exact location of the .QBW file you are uploading:

You can contact our Support Team at support@fathomhq.com. If an error has occurred while you are using the desktop connector, our support team may request that you send us a 'Support Log'.

To access the support log from the desktop connector:

Additional knowledge & common questions