❗ Note: This article provides a series of troubleshooting steps designed to help if you are unable to connect to the the QuickBooks company file. If you are having any trouble downloading or starting the Fathom Desktop Connector please read our article on troubleshooting the desktop connector.
Troubleshooting the Connection between Fathom and QuickBooks Desktop
The QuickBooks Desktop application allows third party applications to connect and extract financial data. To import or update company data from QuickBooks Desktop you can use the Fathom Desktop Connector.
💡Pro Tip: For general usage and first time connections, please see our article on Importing from QuickBooks Desktop.
When you add a file using the Fathom Desktop Connector and locate it on your computer, you need to have the exact same file open in QuickBooks at the same time for the initial connection to succeed.
If you are having trouble connecting to QuickBooks, then we recommend the following troubleshooting steps:
1. Ensure you are opening the .QBW file in the Desktop Connector with the same pathway used in QuickBooks
This helps to isolate any networking or mapped network drive issues.
❗ Note: If you are using QuickBooks Desktop in a remote server environment, please see our 'Using the Fathom Desktop Connector in a Server Environment' article.
The Fathom Desktop Connector and the QuickBooks file (.QBW file) you are uploading into Fathom must be opened using the same file pathway.
For example: The company file opened in QuickBooks has the following location (C:\UserX\YourUsername\My Documents\.QBW file name). After selecting 'Add files' in the Desktop Connector, the file explorer would open. In this case, in the file explorer, you would select:
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:
❗ Note: It’s important to note the type of file being selected. While rare, sometimes a user will attempt to load a backup version of the file ('.QBB') rather than the actual file with the '.QBW' extension.
2. Ensure no other QuickBooks files are open
To make sure no other QuickBooks files are open, you should open the Windows Task Manager.
3. Ensure preferences are correct
Turn off 'Quick Startup'
This preference is known to cause problems for third party applications trying to connect.
Disable 'Show lowest subaccount only' when importing from QuickBooks Enterprise
When you attempt an import from QuickBooks Enterprise you may be required to configure your preferences in QuickBooks first. There is a small bug in the Intuit API that is triggered when the show lowest subaccount only preference is on. To turn this preference off:
Allow applications to access the company file
4. Reset the connection
You should check to see if there are any previous connections between QuickBooks and the Fathom Desktop Connector and, if so, remove them so we can create a fresh link. This should be done in all scenarios but is particularly pertinent if you see an error message like this:
"This application does not have permission to access this QuickBooks company data file. The QuickBooks administrator can grant access permission through the Integrated Application preferences."
To remove any existing connections:
When you attempt to upload the company file with the Desktop Connector, you'll notice that the QuickBooks icon will start to flash orange after you 'Add Files' and select the QuickBooks company file.
Click on the QuickBooks icon and you should see window allowing you to grant permissions for the Desktop Connector to read the QuickBooks file. This will allow the Desktop Connector to connect to the QuickBooks file for a successful upload.
The Fathom Desktop Connector will once again appear on the Integrated Applications list in QuickBooks, as expected.
5. Attempt the upload again
Follow the steps to import the QuickBooks Desktop file into Fathom with the Fathom Desktop Connector.
If the import remains unsuccessful, you may be encountering one of the additional troubleshooting issues listed below.
Other troubleshooting issues
You may receive more specific error messages when attempting to import to Fathom from QuickBooks Desktop, including:
QuickBooks administrator must grant permission to access the file
If you reset the connection and still receive an error message stating that the Connector does not have permission to access the QuickBooks file, then you may be running QuickBooks as an administrator.
The Fathom Desktop Connector and QuickBooks need to be run at the same permissions level. This means, either both the Connector and QuickBooks need to be run as an administrator or both need to be run as a non-administrator in Windows.
To resolve this issue, run the Fathom Desktop Connector as an administrator using the following steps:
Object reference not set to an instance of an object
If you see an error as pictured below it may be due to a bug introduced in QuickBooks Desktop 2019 R3. This bug affected multiple third party applications and once installed affects all versions of QuickBooks Desktop on the same machine.
This has been resolved by Intuit and the quick solution is to download and install 2019 R5 or later.
If you are on a version of QuickBooks Desktop newer than 2019, then please access the Support Log and QuickBooks SDK log and send a copy of both logs to our support team via the support messenger or via email at firstname.lastname@example.org. This will help us determine why you might be receiving this error.
Unable to import data when the 'Show lowest subaccount only' preference is active.
First you should ensure that this option is disabled by following the instructions above in this article.
If that option is unchecked and you're still receiving this error message, then the account codes may be entered incorrectly in QuickBooks. If an account code is entered into the 'Name' field for an account then it can cause this error message to appear.
For example: We sometimes see accounts where the 'Name' is set to '1000 · Rental Expenses' and the 'Code' is left blank. Rather, the name field should be 'Rental Expenses' and the code field set to '1000'.
To resolve this, go to the account settings in QuickBooks Desktop, to the specific account and update the name and code.
It is possible that other accounts are in the same state. You can view the Support Log after attempting an import to see which account is causing the issue. It may be faster to go through all the accounts and ensure that the code is entered correctly.
Did this not resolve the issue?
Feel free to contact our support team using the support message option or via email at email@example.com. If possible, please provide us with a copy of both the Support Log and QuickBooks SDK log when you reach out and a screenshot of any error message you might be receiving.