Web Connector Troubleshooting GuideLast updated on 02/28/2023
Find the most common Web Connector errors experienced when exporting transactions from ServiceTitan to QuickBooks and how to fix them.
Things to Know
WARNING: If you are not sure what your QuickBooks file setup is, contact your local Administrator or IT team. Failure to understand your setup can lead to more errors and longer troubleshooting.
If you’re looking for the solution to a specific error on this page, press Ctrl + F and search for it.
If you are setting up the Web Connector for the first time, please review the Setup Guide.
Click the link next to this icon
to play a short instructional video.
Example QuickBooks File Setups
Desktop Computer Setup
This is the most basic and common setup. Here, QuickBooks and the Web Connector are downloaded and installed directly onto one local computer.
Remote Server Setup
This is when QuickBooks is installed directly on a server and is only accessed by one person who connects remotely to (or “remotes into”) the server.
QuickBooks Database Manager:
This is when QuickBooks is installed on a “server computer,” a Remote Server or Desktop Computer. Here, the QuickBooks file is shared on a local network that is accessed by many users.
How to navigate the Web Connector
The Connections List shows all your current Web Connector connections and their status. File: The name of your QuickBooks file.
Name: This is the name of the connection between your QuickBooks file and ServiceTitan. You can have multiple connections, but they must each have a unique name.
Status: A green dot in the first column indicates that the connection is active. A red dot indicates that the connection is offline.
Web Connector errors will show at the bottom of the display.
For a history of all previous errors, click Logs.
To see what version you’re on, click About.
First Steps to Try
Open QuickBooks and the Web Connector as an Administrator:
Close the Web Connector and QuickBooks if they are open.
Right Click on the QuickBooks application and select Run As Administrator.
[Watch video]
Switch to Single User Mode in QuickBooks.
[Watch video]
See the following QuickBooks documentation for details about why this is needed: https://quickbooks.intuit.com/learn-support/en-us/help-article/small-business-processes/features-available-tasks-perform-single-multi-user/L2OQW4SYg_US_en_US?uid=l1ck4n3z
Sign Into the Admin user Account in QuickBooks.
Run the Web Connector as an Administrator using the desktop shortcut or the Windows search feature.
Create a New Connection:
If the Web Connector is not installed, please follow these instructions.
Confirm the Web Connector is up to date.
[Watch video]
Create a new connection to the already installed Web Connector.
[Watch video]
Fix common Web Connector situations
Web Connector is crashing during export:
Ensure the Web Connector is up to date.
[Watch video]
Close the Web Connector and QuickBooks.
[Watch video]
Use Windows Search to find Add or Remove Programs.
Delete any old QuickBooks applications.
[Watch video]
Re-open QuickBooks. It should reconfigure itself automatically.
The old connection should be present. If it still isn’t working, create a new connection.
[Watch video]
ServiceTitan needs permission to access QuickBooks:
Sign Into the Admin user Account in QuickBooks.
Switch to Single User Mode in QuickBooks.
[Watch video]
See the following QuickBooks documentation for details about why this is needed: https://quickbooks.intuit.com/learn-support/en-us/help-article/small-business-processes/features-available-tasks-perform-single-multi-user/L2OQW4SYg_US_en_US?uid=l1ck4n3z
Remove any old Certificates from QuickBooks.
[Watch video]
Try exporting a batch or creating a new connection.
[Watch video]
Give ServiceTitan permission when the certificate pops up.
[Watch video]
The connection is green in the Web Connector, but red in ServiceTitan settings:
This means the connection between QuickBooks and the Web Connector is being blocked by a Firewall or other security programs.
Contact ServiceTitan Support.
Fix common Web Connector errors
Failed to connect QuickBooks: Error from QuickBooks: Could not connect to QuickBooks. Make sure that QuickBooks is open, and running under the same Windows user as the Web Connector.
The request was aborted: Could not create SSL/TLS secure channel.
We were unable to connect to the QuickBooks file. Please confirm the connection is online and the file is accessible. A retry will occur every 2 minutes.
Error from Quickbooks: This application has not accessed this QuickBooks company data file before. The QuickBooks administrator must grant an application permission to access a QuickBooks company data file for the first time.
QuickBooks Web Connector Error: No connection can be made because the target machine actively refused it.
Error from QuickBooks: Another QB process is preventing us from establishing connection. Please close all QB processes in Windows Task Manager, and try again.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.
Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.