Service Titan Knowledge Base

Web Connector Troubleshooting GuideLast updated on 06/01/2022

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 Play Button 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

  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.


First Steps to Try

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. Play Button[Watch video]

  3. Switch to Single User Mode in QuickBooks. Play Button[Watch video]

  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:


Fix common Web Connector situations

Web Connector is crashing during export:

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

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

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

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

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

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

  5. Give ServiceTitan permission when the certificate pops up. Play Button[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.

Possible cause

Fix

The web connector is not installed in the same location as the QuickBooks file.

Ensure your QuickBooks is installed to the same file path as the Web Connector.

The request was aborted: Could not create SSL/TLS secure channel.

Possible causes

Fixes

The Web Connector is not installed in the same location as the QuickBooks file.

Ensure your QuickBooks is installed to the same file path as the Web Connector.

Your remote server is blocking the Web Connector.

Contact your remote server provider and request that they provide the Web Connector with appropriate permissions/access.

Your QuickBooks version is no longer supported.

Ensure that your QuickBooks version is no more than 3 years old.

Your computer’s operating system is no longer supported.

Ensure that your computer or server is not running on Windows 7 or earlier.

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.

Possible cause

Fix

The QuickBooks file isn’t open.

Ensure that both the Web Connector and the QuickBooks file are open on your computer or server.

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.

Possible cause

Fix

Your QuickBooks file hasn’t authorized ServiceTitan to have application permissions.

  1. Login to QuickBooks as an Administrator in Single User mode with the Web Connector open.

  2. Once the certificate pop-up appears, select Yes, always; allow access even if QuickBooks is not running and click Continue.

Navigate to QuickBooks > Edit > Preferences > Integrated Applications > Company Preferences. ServiceTitan should be listed with a checkmark.

QuickBooks Web Connector Error: No connection can be made because the target machine actively refused it.

Possible cause

Fix

You are using the 1.0 Web Connector which is no longer supported.

Download and install the latest version of the Web Connector.

Error from QuickBooks: Another QB process is preventing us from establishing connection. Please close all QB processes in Windows Task Manager, and try again.

Possible cause

Fix

Multiple instances of QuickBooks are open on the same device or many users are accessing QuickBooks simultaneously.

  1. Press Ctrl + Alt + Delete and select Task Manager. Close out any processes or tasks related to QuickBooks. 

  2. Login to QuickBooks as a Single User and open the Web Connector.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.