An integral part of setting up and maintaining your sync is ensuring your applications are connected properly. Sometimes we get questions about how to first set up a connection and every now and again users need to help reestablishing a connection after it has already been completed. Whatever the case may be, our support team is happy to help when needed. Below are several pieces of information that are helpful to provide us with when connection related questions do come up.

  • What application are you having difficulties connecting to? 
  • Provide a screenshot of the error message you are seeing. If you are not receiving an error message, describe in detail where in the connection process you are getting stuck.  

If the issue is occurring while attempting to connect to QBD provide the information below 

  • Do you have multiple Autofy Agents installed? If so, how many.  
  • Do all agents installed have a unique agent token? 
  • Is your agent installed on a desktop or a server? 
  • Provide the local logfile 

As a reminder, please know that depending on your specific scenario, we may ask for more details but giving us the information above is a great start.  

Example:

What application are you having difficulties connecting to? 

QuickBooks Desktop

Provide a screenshot of the error message you are seeing. If you are not receiving an error message, describe in detail where in the connection process you are getting stuck.  

I am seeing the message below when I attempt to run a single record sync in my Autofy Account. When I check my Autofy Agent I see another error message. 

Do you have multiple Autofy Agents installed? If so, how many.  

Yes, there are 2 separate agents installed.

Do all agents installed have a unique agent token? 

Yes, each agent token is unique.

Is your agent installed on a desktop or a server?

One agent is installed on our Right Networks server and another is installed on my local desktop. 

Provide the local logfile. 

Follow the steps below to locate your local logfile and then attach it to the email. 

  1. Open up your Autofy Agent. 
  2. Double click on the version number in the bottom left (starting with a v). 
  3. This will open a File Explorer window. Please send us the log file in this folder as an attachment. 

As a reminder, the best way to get in touch with us by reaching out to support@getautofy.com

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