End-user FAQ
Basics and setup
Section titled “Basics and setup”What is this connection?
Section titled “What is this connection?”An app you use needs to read and update your QuickBooks Desktop company file. QuickBooks Desktop has no built-in way to reach the internet for that. The connection uses Intuit’s QuickBooks Web Connector, a free program on your computer, to carry the app’s requests to QuickBooks and the answers back. Our service sits between the app and your Web Connector.
Why did I get a setup link?
Section titled “Why did I get a setup link?”The app created it for your company. The link is tied to one company file and one app, and it expires. The app decides how long it lasts, anywhere from 15 minutes to 7 days.
My setup link expired. What now?
Section titled “My setup link expired. What now?”Ask the app for a new one. Expired links cannot be extended. A new link gives you a new connector file and password, so start the steps again from the beginning. See Connect QuickBooks Desktop.
Do I need to install anything?
Section titled “Do I need to install anything?”Only the QuickBooks Web Connector, and many computers with QuickBooks Desktop already have it. During setup you download a small connector file with the extension .qwc. That is a settings file for the Web Connector, not a program.
Why must I be signed in as Admin?
Section titled “Why must I be signed in as Admin?”QuickBooks allows only the Admin user to approve a new app the first time. It is a QuickBooks rule, and we cannot change it. After that first approval, the connection signs in as whichever QuickBooks user you chose under Login as, and you do not need Admin again unless you approve the app a second time.
Why does setup need single-user mode?
Section titled “Why does setup need single-user mode?”The first approval of an app is another QuickBooks rule that needs the file in single-user mode. Once the app is approved, you can switch back to multi-user mode and everyone can work as usual. See Use the connection in a multi-user office.
Which QuickBooks versions work?
Section titled “Which QuickBooks versions work?”US editions of QuickBooks Desktop Pro, Premier and Accountant from 2018 on, and Enterprise from about 2014 on. Canadian, UK and other non-US editions do not work, and neither do QuickBooks Online or QuickBooks Point of Sale. The full list is in Requirements.
Security and data
Section titled “Security and data”What can the app see?
Section titled “What can the app see?”The lists and transactions in the one company file you connected, such as customers, vendors, items, invoices and bills. Social Security numbers and full credit card numbers are never shared with the app. QuickBooks also limits the app to what the QuickBooks user chosen under Login as is allowed to do.
Can another app use this connection?
Section titled “Can another app use this connection?”No. Only the app you approved can reach the company file, using its own key. Each app needs its own setup.
Do I need to open firewall ports?
Section titled “Do I need to open firewall ports?”No. The Web Connector makes outgoing HTTPS requests to us. Nothing on your network accepts incoming connections, and your company file stays on your computer or server. See Requirements for the two addresses your network must allow.
What is the Web Connector password, and where is it kept?
Section titled “What is the Web Connector password, and where is it kept?”The 32-character password proves to our server that requests come from your Web Connector. The Web Connector stores it encrypted for your Windows user. The setup page shows it once and never again. The connector file you download does not contain it.
Do you keep my accounting data?
Section titled “Do you keep my accounting data?”Requests pass through our servers on the way to QuickBooks, and we keep logs to help troubleshoot problems. Request details such as time and outcome are kept for 30 days. The content of requests and responses is kept for 15 days, and the app can turn that capture off. More detail is in Security.
Sync and speed
Section titled “Sync and speed”Why does the app sometimes wait a few seconds?
Section titled “Why does the app sometimes wait a few seconds?”The Web Connector checks in about every 10 seconds, so a new request can wait until the next check-in. QuickBooks then has to process it, and large reports or long lists take longer. A short wait is normal.
Why did an update stop while a window was open in QuickBooks?
Section titled “Why did an update stop while a window was open in QuickBooks?”QuickBooks refuses requests from every app while certain pop-up windows are open, such as a backup reminder, an update prompt or a message box waiting for OK. Close the window and the app continues. See A QuickBooks window is blocking the connection.
The Web Connector status says nothing is happening. Is that a problem?
Section titled “The Web Connector status says nothing is happening. Is that a problem?”No. When the app has no work waiting, the Web Connector shows an idle status after each check-in. The Last Result column changes when a check-in fails, and that is the column to look at when something is wrong.
The Web Connector log is full of QBWC1031 entries. Is something wrong?
Section titled “The Web Connector log is full of QBWC1031 entries. Is something wrong?”No. When the app has no work, it asks the Web Connector to check back shortly, and the Web Connector logs each of those replies as QBWC1031. They are routine. Look for other codes, such as QBWC1012 or QBWC1053, when troubleshooting.
Will restoring a backup affect the connection?
Section titled “Will restoring a backup affect the connection?”Restoring a backup made after setup keeps working. Restoring a backup made before the app was connected removes the app’s registration from the company file, so requests start timing out. See Requests stop working after restoring a backup.
Can I close QuickBooks?
Section titled “Can I close QuickBooks?”Yes, if you chose Yes, always; allow access even if QuickBooks is not running during setup. The Web Connector opens the company file in the background when the app needs it. If you chose a different option, QuickBooks has to stay open.
Close the Web Connector, though, and nothing gets through. The Web Connector is what carries requests.
What happens when the computer is off or asleep?
Section titled “What happens when the computer is off or asleep?”The app cannot reach QuickBooks until the computer is back on, signed in to Windows, with the Web Connector running. In the meantime the app’s requests fail with a message that the computer that runs QuickBooks Desktop is not reachable. Set the computer not to sleep during working hours, and see Start QuickBooks and the Web Connector at sign-in.
Can I make it check in less often?
Section titled “Can I make it check in less often?”You can, by setting Every-Min in the Web Connector, but we do not recommend it. A number there replaces the 10-second check-in with one every few minutes, and the app becomes slow to respond. Leave it empty and leave Auto-Run on. The app’s support team can see when check-ins slow down.
Computers and company files
Section titled “Computers and company files”Which computer should run the Web Connector?
Section titled “Which computer should run the Web Connector?”The one where the full QuickBooks Desktop program opens the company file and that stays on during the working day. In a multi-user office this is often the computer that hosts the file. A server that runs only the QuickBooks Database Server Manager does not work. See Use the connection in a multi-user office.
I have several company files. How do I connect them?
Section titled “I have several company files. How do I connect them?”Each company file needs its own connection and its own setup link from the app. QuickBooks opens one company file at a time on a computer, so two connections on one computer take turns. See Connect several company files.
We are replacing the computer. What do I do?
Section titled “We are replacing the computer. What do I do?”Ask the app for a new setup link and open it on the new computer. When setup finishes there, the old computer’s connector stops working automatically. Then remove the app from the Web Connector on the old computer. See Move the connection to a new computer.
I moved or renamed the company file. Will the connection break?
Section titled “I moved or renamed the company file. Will the connection break?”Probably, because the connection remembers where the file was. Open the file in QuickBooks on the connected computer, and if that does not fix it, ask the app’s support team to reset the stored company file path. See Fix a moved, renamed or restored company file.
Do you work with Rightworks or other hosted QuickBooks?
Section titled “Do you work with Rightworks or other hosted QuickBooks?”The connection works wherever the Web Connector can run and stay running next to QuickBooks. On a hosting service, that means inside your hosted desktop session. Check with your provider whether the QuickBooks Web Connector can run and stay running in your session. See Hosted QuickBooks.
Changes and removal
Section titled “Changes and removal”I upgraded QuickBooks. Do I need to do anything?
Section titled “I upgraded QuickBooks. Do I need to do anything?”Usually you open the company file in the new version once, let it update the file, and approve the app again if QuickBooks asks. Then check that the Web Connector still shows the app. Uninstall the old version when you are done. See Upgrade QuickBooks Desktop.
How do I change the QuickBooks user the connection signs in as?
Section titled “How do I change the QuickBooks user the connection signs in as?”In QuickBooks, under Edit › Preferences › Integrated Applications. See Change the QuickBooks user the connection uses.
I lost the Web Connector password.
Section titled “I lost the Web Connector password.”You do not need it unless the Web Connector forgets it. If that happens, ask the app for a new setup link. See Web Connector password problems.
How do I disconnect the app?
Section titled “How do I disconnect the app?”Remove it from the Web Connector and from QuickBooks’ integrated applications list, and tell the app. See Remove the connection.
Who do I contact when something breaks?
Section titled “Who do I contact when something breaks?”Start with the page in this help center that matches the message. If that does not fix it, contact the app’s support team. They can see your connection status and the last time your Web Connector checked in, and they can create a new setup link. Send them the time it happened, the exact message and a screenshot of the app’s row in the Web Connector window.