Trxlink Agent

error messages

Below you will find the most common error messages received from the Trxlink Agent and the resolutions to those error messages.

Questions: support@trxlink.com

How does the Agent work?

Agent

The Trxlink Agent is syncing tool that syncs with your QuickBooks and then sends that QuickBooks data to eRequisition's cloud application. The Agent needs to be installed in the same location as your QuickBooks file. The Agent syncs with your QuickBooks file and then sends that information through the internet to eRequisition. Since the Trxlink Agent is an application, that application needs to be running with internet connection to sync with QuickBooks. 

Error Message: SYNC OFF

"The Agent was powered down. To continue syncing please log on to the computer/server where the Trxlink Agent is installed and start the application."

 eRequisition cannot connect to the Trxlink Agent.

What's the Issue?

eRequisition is trying to connect to the Trxlink Agent, but something is not allowing it to do so. 

Why am I getting this error?

How do I fix it?

First, determine where the Agent is installed- on a computer or server. Then follow the instructions below. 

My Agent is installed on a COMPUTER

If the Agent is installed on a computer then that computer needs to be ON, logged in and the Trxlink Agent application running. Then try and run the sync again. Do not turn off the computer that the Agent is installed on or the Agent will stop syncing. 

POWER ON Computer

LOG IN TO THE Computer

START AGENT

Application

Drawbacks from an Agent being installed on a computer: The computer must be logged in at all times for the Agent to sync. As soon as the computer is shut down the Agent stops syncing with QuickBooks until the computer is started again. 

My Agent is installed on a SERVER

If the Agent is installed on a server, then that server needs to be ON, logged in or locked (not logged out), and the Trxlink Agent application should be running. Once all verified then try syncing again. 

POWER ON Server

MUST REMAIN logged in or locked

(not logged out)

VERIFY THE Agent application is running

Drawbacks from an Agent being installed on a server: The server user profile must remain locked for the Agent application to remain running. If the user profile is logged out then the application cannot run and the syncing will stop. 

 

Error Message: COULD NOT OPEN QB FILE

"Trxlink encountered an error opening your QuickBooks file."

QuickBooks is not allowing eRequisition to open the QB file associated to the eRequisition account. 

What's the Issue?

The Agent is trying to sync with your QuickBooks file, but your QuickBooks is blocking the sync.

Why am I getting this error?

How do I fix it?

This could be one of four different things. Please see below for the resolution.

1. A different QuickBooks file is in use

QuickBooks allows the use of ONE (1) QuickBooks file at a time. If a different QuickBooks file is currently being used then your QuickBooks will block eRequisition from syncing. The Agent will resume syncing once you you log back in to the main file that is associated to your eRequisition account.

LOG OUT

of company file

LOG IN TO

main QB file

SYNC AGENT

Application

2. A user is logged in under single-user mode

QuickBooks allows syncing when a company is logged in to Multi-user mode only. QuickBooks blocks all syncing when single user mode is being used. Therefore, if your Agent is scheduled to sync automatically and a user logs in under single-user mode, then you will receive the error message that the Agent cannot access the QuickBooks file. The Agent will continue to try and sync based on the frequency set. Once the user switches back to Multi-user mode then the Agent will sync properly. 

LOG OUT

of Single-user mode

LOG IN TO

Multi-user mode

SYNC AGENT

Application

3. Multiple instances of QuickBooks are being used

Sometimes a user will open multiple instances of QuickBooks to have access to multiple companies at once. QuickBooks will block the sync during this time. To continue syncing please close all instances of QuickBooks. For the Agent to sync properly only one instance can be open at a time. That instance must be the the company file that is connected to eRequisition.  

CLOSE

additional

instances of QuickBooks

LOG IN TO

company file connected to eRequisition account

SYNC AGENT

Application

4. Another user is accessing the same QB file

When another user is accessing the same QuickBooks file, QuickBooks will then block the syncing of any 3rd party application. To sync please ask the other user to completely close the QuickBooks. 

Note: X'ing out of the QuickBooks application will not log out of the file. A user must select File > Close company, then the Trxlink Agent will sync properly. 

REQUEST other users to close company file

SYNC AGENT

Application

 
 
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