Web Connector Troubleshooting GuideLast updated on 02/28/2023

• 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.  

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.

1. 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.   

2. Web Connector errors will show at the bottom of the display.

   •  For a history of all previous errors, click Logs.

3. To see what version you’re on, click About.

Open QuickBooks and the Web Connector as an Administrator:

1. Close the Web Connector and QuickBooks if they are open.

2. Right Click on the QuickBooks application and select Run As Administrator. [Watch video]

3. 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

4. Sign Into the Admin user Account in QuickBooks.

5. 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]

Web Connector is crashing during export:

1. Ensure the Web Connector is up to date. [Watch video]

2. Close the Web Connector and QuickBooks. [Watch video]

3. Use Windows Search to find Add or Remove Programs.

4. Delete any old QuickBooks applications. [Watch video]

5. Re-open QuickBooks. It should reconfigure itself automatically.

6. The old connection should be present. If it still isn’t working, create a new connection. [Watch video]

ServiceTitan needs permission to access QuickBooks:

1. Sign Into the Admin user Account in QuickBooks.

2. 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

3. Remove any old Certificates from QuickBooks. [Watch video]

4. Try exporting a batch or creating a new connection. [Watch video]

5. 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.

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.

• See QuickBooks Desktop Users - FAQ