Troubleshooting Guide

Overview

You run a report and your data either appears incorrect, or you have unexpected errors or results. This can apply to new users, as well as customers who have been running reports successfully for a period of time.

QQube is a mature product, and been honed over a decade and a half, and thousands of users.  The chance of an actual QQube bug is very low on the probability list.

Rebuilding QuickBooks, clearing and reloading the data from scratch using the run all / clear all operation in QQube, solves your issue 95% of the time.

Possible Causes

There are some possible areas that can contribute to unexpected results:

1. Synch interruptions which were not followed with a Reload from Scratch.  Abnormal synch interruptions (e.g. crashes) and manual aborts, will corrupt the QQube database, and both require the Run All / Clear to reload all data.  Subsequent success - without performing that operation - does not mean that the interruptions fixed themselves.
2. Synch Errors between QQube and QuickBooks.  95% of all synch error messages come directly from the Intuit SDK (Software Development Kit), and - with the exception of data corruption - are almost always the result of faulty implementation.
3. QuickBooks data corruption.  Especially large files, or files with 10 - 25 years of data in them.
4. Incorrect Preference Settings for Accounting and Reporting as identified in this guide on setting preferences.
5. Financial Summary Dates.  Financial Summary Data Models are controlled by a user choice in the QQube Configuration Tool.
6. User Error and/or incorrect filters.  There are two potential problems that fall in this category: (1) User filter that is forgotten, or not readily visible; (2) Comparing your QQube report to QuickBooks, without using the same filters as the QB report you are running.
7. Enhanced Receiving - If you have this turned on in QuickBooks, and are running the Inventory Subject, then you need to filter out your item bills, as both the item receipt and bill will show in the inventory, therefore overstating your inventory.
8. Custom Field Naming.  If you changed the name of the custom field, it may affect the alphabetical retrieval of them from QuickBooks and affect any calculations you may have made on a particular custom field. Read more about custom fields here.
9. QQube Bugs - where there is a repeatable pattern of data extraction or transformation issues.
10. Report Corruption. This applies to reports that have been working previously, but suddenly will not. If you have eliminated any synch problems, then the way to test this is to run an Excel example from the QQube Configuration Tool. If it works, then you know there is a problem with the report you created.

Resolution - Basic

Here are the steps to take - in order: 

STEP 1. Make sure you have the latest release of QQube for your version as data accuracy bugs are released quickly if found.  Update instructions: QQube Update Procedures.

STEP 2. If you have the latest version of QQube installed, then check the synch logs as they are always the first step to determine whether your data is synching properly. Any synch errors not manually resolved - makes moot any other subsequent success logs.

Even if you don't think you have current - previous synch - errors, rebuild your QuickBooks file (File>Utilities>Rebuild Data); then clear the data and reload from scratch as shown here.

If you do a QuickBooks>File>Utilities>Verify, and it shows no problem, you still need to rebuild your file.  What the Intuit SDK (Software Development Kit) shows as corrupt will not necessarily show up in the verify process. 

A reload may take some time, and is dependent upon the size of the file, and the speed of the computer. Read this How-To Guide for more information.

These steps should resolve your issue 95% of the time.

Resolution - Advanced

STEP A. If you have errors after the complete reload: e.g. "error 1000" or "text jibberish" in your log, then highlight the log and use the 'Send to CLEARIFY' mechanism so that we can assess what steps - if any - you may need to take to send your file to QuickBooks Data Services.

STEP B. If you don't have errors after the complete reload: Follow these steps.

• Check filters. 
  1. Document Current Posting State contains the values "Posted", "Pending" "Non-Posting".  QQube does not mix posted and non-posting amounts or quantities, so those will always be separate fields.  But "Pending" can impact a sales report.
  2. Active Accounts, Customers, Items can affect your expected outcome.  QB Inventory Valuation Summary and Stock Status by Item Reports start with only active.
  3. Hidden Filters. Is there a filter still applied on a field that you have removed?

If you are comparing a report to QuickBooks, make sure you use the same filters that the QuickBooks report is using.

• Standard Monthly Period Financial Statements. If you set the Summary Reports Basis preference in QuickBooks to Accrual, then your summary financial statements will also be in accrual.  NOTE this only applies to Standard Monthly Period Financial Statements and Trial Balance Activity
• Date Considerations. 
  1. A/P and A/R. The "As Of Date" used to extract the data for those models resides in the QQube Configuration Tool.  You don't need to use any date filter in the resulting data set.
  2. Trial Balance. You also control this date in the QQube Configuration Tool.
  3. Standard Monthly Period Financial Statements. The 36 periods covered in these data models is controlled in the QQube Configuration Tool.
• Isolate your problem to a single transaction.  Grab fields such as Document Type, Reference or Transaction Number, Transaction Date, Line Sequence Number, Item Name, Item Description to compare against a specific transaction in QuickBooks.

Example shown here:

Resolution - Can't Resolve

If you have performed both the basic and advanced resolution suggestions, and still think that there is an issue with the report or a bug in QQube, then please create a support ticket and perform the following specific steps:

• Attach the latest log (no exceptions)
• Attach the single transaction that you had isolated in the advanced resolution section above and attach that spreadsheet
• Take two pictures to attach to the ticket:
  • The SPECIFIC transaction in QB that matches the transaction you isolated above
  • Transaction Journal (for invoices, it would be the Reports Tab > Transaction Journal

All "bug" related tickets are investigated and responded to within 48 hours. It is entirely possible that we will need a copy of your QB file uploaded to us, because it will mean that there is something in your file, we have not seen before.  We will give you instructions for that process.

If we determine it IS a bug, then we post it in our queue to get fixed as quickly as possible.  Fixes are generally posted within several weeks of the initial queue notation.  We notify you when the bug fix becomes public.

These steps are necessary to avoid a login help desk charge.  If there is a bug, there is no charge obviously, but we don't know if there is a bug until these steps are followed to their completion.