F.A.Q.

Frequently Asked Questons

  
  • WHAT IS THE SYNC AGENT USED FOR?

    The Sync Agent connects your QuickBook Desktop files with your BigTime account. This way, you can sync information—like client, project, and staff lists—from QuickBooks to BigTime.

  • WILL THE SYNC AGENT DELETE INFORMATION IN QUICKBOOKS?

    No, the Sync Agent doesn’t delete information from your QuickBooks file. It only adds information to it.

  • WHAT STEPS DO I TAKE IF MY SYNC AGENT ISN’T RESPONDING?

    Synching with Quickbooks can take a long time, if there've been lots of changes within your QuickBooks file. However, if a significant amount of time has passed and the program has stopped responding, there are several steps to take:

    Method 1: Force Close and Relaunch

    -Confirm that the program isn’t already running on the machine. You can open your PC’s task manager by pressing Ctrl+Alt+Del on your keyboard and selecting "Task Manager."

    -Click on the "Details tab" and scroll down to find “QBConnectHost.exe.” Click on this value and select "End task" to force end the program.

    -Re-launch your Sync Agent via your start menu and check your Task Manager to see if you can open your Sync Agent.

    Method 2: Restart your machine

    Rebooting your machine is often a good way to resolve any Windows issues that could be conflicting with your Sync Agent. 

  • WHAT ARE SOME TROUBLESHOOTING STEPS I CAN TAKE FOR A NON-FUNCTIONING SYNC AGENT?

    1. Ensure your Sync Agent is up to date.

    Your sync agent may need to be updated to get the latest fixes. You can do this manually by following these instructions:

    -Open your sync agent found in your system’s tray, which is typically on the bottom-right of your computer screen.



    -Click the gear icon and a picklist (dropdown menu) will appear.



    -Select "Check for Updates" from the picklist.



    2. Restart Your Paused or Inactive Sync Agent

    Multiple users can inactivate or pause the Sync Agent. However, it’s easy to restart it. Here’s how:

    Once you’ve opened your Sync Agent, click "Sync Now" to make it active again.



    3. Failed Connection with QuickBooks Desktop

    During the initial Sync Agent setup, you’ve got to click the option “yes, always allow access even if QuickBooks is not running.” Doing so lets BigTime sync with your QuickBooks Desktop file—even if you’re not logged into QuickBooks.

    See step seven in our article titled “Connecting to QuickBooks Desktop.”

  •  HOW LONG DOES IT TAKE TO SETUP THE SYNC AGENT?

    It takes about five minutes to setup the Sync Agent. Watch this video tutorial for step-by-step instructions.

  •  WHAT ARE THE REQUIREMENTS FOR SYNC AGENT?

    These are the system requirements for installing the Sync Agent:

    -Windows 7 OS or higher

    -QuickBooks Desktop 2012 or higher and installed on the machine where you’ll be installing Sync Agent.

    -Microsoft .NET framework 4.5.2 or higher.

    You’ll also need your QuickBooks Desktop file and BigTime username and password. 

  •  I’M IN A MULTI-USER ENVIRONMENT. WHICH COMPUTER SHOULD HAVE THE SYNC AGENT?

    Download the Sync Agent to a computer that’s going to be on and have access to the QuickBooks file during times you’re expecting to sync data. Typically, this computer belongs to the primary BigTime user, like the system administrator.

  •  HOW DOES THE SYNC AGENT KNOW WHEN TO SYNC?

    The Sync Agent runs automatically on a scheduled timer.

    In the example below, you can see when our last sync was and when the next one’s scheduled.

    If no changes are detected, the Sync Agent’s timer can increase; it can sleep up to four hours. If any changes are detected, the window between syncs will decrease.

    The Sync Agent can be triggered if the date modified field in QuickBooks has been changed. Once this field is altered, the Sync Agent triggers a sync.

  • HOW CAN I MANUALLY RUN THE SYNC AGENT?

    First, launch the Sync Agent by clicking on the icon in the system’s toolbar, which is usually found on the bottom-right side of your screen near the clock.

    Second, simply click "Sync Now" to manually run the agent.

  • CAN I INSTALL THE SYNC AGENT ON MORE THAN ONE MACHINE?

    Yes, it’s possible to install the Sync Agent on more than one machine. However, only one Sync Agent linked to the same QuickBooks and BigTime accounts can run at a given time.

    That means, if Jack runs the Sync Agent on his computer, the Sync Agent on Ben’s computer will be paused, since the Sync Agent for Jack and Ben is linked to the same QuickBooks file and BigTime account.

  • I USE A HOSTING SERVICE FOR QUICKBOOKS. HOW CAN I GET THE SYNC AGENT INSTALLED?

    Contact your system provided if you use Right Networks and Cloud9, third-party services, to host your QuickBooks Desktop application in the cloud. Your provider will need to install the Sync Agent for you.

    For customers of Right Networks: Contact the Account Services team at accountservices@rightnetworks.com or phone +1 (888) 417-4448 ext 4.

    For assistance with other third-party services, contact us at support@bigtime.net.

  • CAN SYNC AGENT RUN AS A SERVICE?

    The Sync Agent can’t run as a service. It’s designed as a desktop application.

  • WHERE CAN I FIND MY SYNC AGENT?

    Your Sync Agent resides in your system’s tray, which is typically found in the bottom-right of your computer screen.

  • HOW CAN I VERIFY THAT ANY OTHER USERS IN MY FIRM HAVE A SYNC AGENT INSTALLED?

    In BigTime, click "QuickBooks," on the navigation bar, then select "Integration Settings." This will bring you to a window called “BigTime Sync Agent Status.” Here, users with an installed Sync Agent will appear under the headline “Sync Agent(s).”

    You can click on the gray triangle, next to the user’s name, to find out what machines have the Sync Agent installed.

 

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