Common Desktop Connector Troubleshooting Steps

Having trouble sending your documents from Receipt Bank to Desktop? These troubleshooting tips aim to fix problems when publishing has failed, or has taken a long time to finish.

For QuickBooks Desktop:

1. Check the machine hosting your QBD company files is turned on and connected to the internet
2. Check that the connector is installed on the computer/server that hosts your QBD company files
3. Check that the connector has permission to access, read and modify your QBD company file. You can view and change this permission by clicking the ‘Preferences’>’Integrations’ menu of QuickBooks Desktop.
4. Check that the QuickBooks Desktop file is open and the connector is running
5. Re-link the connector with the company file. Leave the connector and company file running overnight while you publish your files from Receipt Bank to QuickBooks desktop

For Sage 50 UK:

1. Check the machine hosting your Sage 50 company files is turned on and connected to the internet
2. Check that the connector is installed on the computer/server that hosts your Sage 50 company files
3. Check that the connector is running
4. If not already done, ensure you have created a new user for your Sage 50 company file. This is to be used exclusively for the connector and should not be the login used by anyone accessing Sage 50 on a daily basis.
5. Open the Sage 50 Connector from the tray icon (often found in the bottom right toolbar on a computer running Windows). Do this by right-clicking the connector icon and selecting 'Open Sage 50 Connector'.
6. Enter the above, newly created user's username and password in the username and password field in the Sage 50 Connector.
7. Finally select Perform sync so that the new user's credentials are used to access the Sage 50 company file for all subsequent syncs.