Troubleshooting Solutions

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Create Support Login
Order Time now has the ability to authorize a "support login" by the administrator of your account. This article is going to explain how to authorize the support login, the purpose of the support login and how to remove the support login.
Order Time Inventory has given you access to the Customer Portal
How to access and utilize the Order Time Customer Portal for our support ticketing system.
Switching from QuickBooks Desktop to QuickBooks Online? READ THIS FIRST
Switching from QuickBooks Desktop to QuickBooks Online? Let us assist!
Stop Email Delivery Issues: Verify Your Domain
Verify your domain today to avoid having your emails sent from Order Time end up in your customer's SPAM!
Outlook 365 Integration: Whitelist the Order Time Domain
How to whitelist the Order Time domain so that you can send email via Outlook 365 through our Mail Integration.
QuickBooks: The currency of the account must be either in home currency or the transaction currency
Issue When we send an invoice to QuickBooks, by default we do not specify the account receivable associated with it. When this happens QuickBooks tries to use the same account that was used on the most recently entered document of the same type. In...
QuickBooks Desktop Sync Error - Transaction amount must be positive
How to fix the QuickBooks Desktop sync error that states, "Transaction amount must be positive."
QuickBooks Error: Validation Exception was thrown. Duplicate Document Number Error
Issue: Accounting Sync Error that states -  Validation Exception was thrown. Duplicate Document Number Error Solution: Delete the Invoice AND the Journal Entry and Resync This usually happens when you have manually synced your Ship Do...
Product Class Sync Error: “Cannot use SalesOrPurchaseMod aggregate when the item is reimbursable”
How to solve the Product Class Sync Error: “Cannot use SalesOrPurchaseMod aggregate when the item is reimbursable” with QuickBooks
QuickBooks Error : Parsing the provided XML Stream
An error on the sync log reads " QuickBooks found an error when parsing the provided XML text stream"
QuickBooks Payment Sync Error: Object specified in the request cannot be found
How to resolve this QuickBooks Sync Error with Payments, when you see the error: Object specified in the request cannot be found.
QuickBooks Error Message: Cannot Merge List Elements
How to fix the QuickBooks error message that states — Cannot merge list elements
QuickBooks Error Message: Invalid Argument. The Specified Record Does Not Exist In The List
Solution to QuickBooks Error Message: Invalid Argument. The Specified Record Does Not Exist In The List
QuickBooks Online Sync - Journal Entries only
Order Time now has the ability to add a preference to your file that would allow Order Time to sync just the Journal Entries of a transaction to QuickBooks Online.
QuickBooks Sync Error - Ids service endpoint was not found
Troubleshooting the Sync Error - Ids service endpoint was not found
Missing Components on Bills of Material
The components on your Bill of Materials may disappear if you re-organzie the columns incorrectly at the step level.
QuickBooks Authentication Screens - No Internet Explorer 11 Support
Starting Aug. 1, 2020, Intuit will no longer support the Internet Explorer 11 (IE 11) browser for QuickBooks Online and/or QuickBooks Authorization screens.
QuickBooks Online: New Automated Sales Tax
How QuickBooks Online Automated Sales Tax works with Order Time Inventory.
QuickBooks Online Issue: Error: You can’t create or modify a transaction with a date that comes before you started tracking quantity on hand
To resolve this issue you will need to select a transaction date that comes after the date you started tracking the quantity on hand of these inventory items. Here are the necessary steps to correct this issue:  1. Navigate to the Products and...
QuickBooks Online Validation Error: Memorized Sales Transactions
QuickBooks Online Validation Error: Memorized Sales Transactions Validation Exception was thrown. Details: Business Validation Error: Do you also want to update memorized sales transactions to use the new values?
QuickBooks Desktop Syncing (Right Networks)
I am trying to sync Order Time Inventory with QuickBooks. My QuickBooks file is remotely hosted by Right Networks. How can I finalize the sync?
Payment Sync Error - Amount applied is greater than payment or refund amount
Order Time payment sync error indicating that the amount applied is greater than payment or refund amount.
QuickBooks Changes Payment Application
How to keep credits from being auto-applied in QuickBooks which creates errors in Order Time Inventory.
QBO Discounts and Accounts
In Order Time there is a place to add an account however QBO discount box does not actually use accounts whereas QuickBook desktop does.   We are actively seeking a permanent solution however you can work around this issue as follows.  ...
QBO Sync Error: How to know which Vendor/Customer/Item is causing a sync error using the Intuit ID.
If you receive sync errors between Order Time and QB Online that are related to a Vendor/Customer/Item and it displays the Intuit ID such as in the example below, you can find which entity is causing the error by using that Intuit ID displayed. ...
Order Time and QuickBooks Have Different Inventory Values
Troubleshooting Issue: Order Time and QuickBooks Have Different Inventory Values
Sales Order Numbers on QuickBooks Invoices
How do I get my sales order numbers to show on my QuickBooks invoices? In this article we explain how to map the Sales Order number from Order Time Inventory to your QuickBooks accounting.
Inactive Data in QuickBooks and Order Time
Issue I made something inactive in QuickBooks but it still shows up in Order Time. Correlation If data is made inactive directly in QuickBooks, Order Time may lose access to that now inactive data and not be able to communicate the fact that i...
The Min Quantity Must Be Less Than The Max Quantity
Solution to the max quantity error in Order Time Inventory
Invoice Date in QuickBooks
Invoice Date in Accounting Integration Settings is by default set to the Posting Date which is the date the ship doc's status was changed to Shipped.   If you want to use the Ship Doc Date instead,  check -   Use Ship Doc...
Object "XXXXX-XXXXXXXXXX" specified in the request cannot be found.
Object "XXXXX-XXXXXXXXXX" specified in the request cannot be found. QuickBooks Desktop Syncing Error.
B2B Portal - Object Reference Error
Issue: While testing and configuring the B2B Portal I am receiving an Object Reference Error Solution: You need to prime your Sales Order, Ship Doc, and Email Form Templates for use in the portal For the time being any form templates you as...
The Given Object ID in the Field is Invalid
If you receive a sync error that reads: The Given Object ID in the Field is Invalid Then this article is for you.
Why is my Order Time Quantity different from my QuickBooks Quantity?
Why is my Order Time Quantity different from my QuickBooks Quantity?
This feature is not enabled in this version of QuickBooks
This feature is not enabled in this version of QuickBooks error message. A quick fix to this in Order Time Inventory.
Validation Exception was thrown.Details:Invalid account type - QuickBooks Online
When you perform a sync and QuickBooks returns errors, you can view the errors on the sync job list by clicking the Errors hyperlink.  One of the errors you may get looks something like  Validation Exception was thrown.Details:Invalid...
Xero Error: Token not valid
Did you receive an error when attempting a sync that read: Error: Unexpected Exception = oauth_problem=token_rejected&oauth_problem_advice=The%20access%20token%20is%20not%20valid This article will explain what that error is and how to resolve it.
Excel Converted Number to Scientific Notation
When exporting data from Order Time it is most often opened in Microsoft Excel. Microsoft Excel often tries to format numbers for you. Sometimes this causes a problem with numbers being replaced with scientific notation.
Summing up the Standard Cost of Components within a Bill of Materials
Standard Cost on my assembly does not match the sum of the standard cost of the components in the BOM
Session Expired - Resolving Session Expiry in your Browser
How to solve the "Session Expired" or "Your Session Has Expired" Error every now and then when using Order Time.
Excel File Splitting Solution - Splitting an Excel Sheet Into Multiple Files
How to split a single Excel file into multiple files prior to importing information into Order Time.
Order Time - Revision Numbers and Documents
A common question we receive is what is the relation between the Revision number and the document. An example would be looking at a Sales Order List, Ship Doc List, Work Order List, etc ... and adding the Revision column what does that number represent.
Why are charts not updating?
Did you make changes to a report that is directly connected to a Chart or Graph in Order Time and are not seeing the changes reflected in the Chart or Graph?
Error sorting lists
A common issue many users come upon is receiving a error when trying to sort lists by column headers.
I have uploaded a new company logo, but it does not show on the form template
Have you uploaded your company logo but it is not appearing on the form templates correctly?
Why can't I add customer types in Order Time?
Are you trying to add customer types in Order Time but you can not find the option?
After changing Purchase As UOMs for an item, the cost in the BOM is not correct
The cost of my BOM is not showing correctly after I made changes to the Unit of Measure for an item.
Feature Requests
Were you told your question/suggestion would be added as a Feature Request?
Make sure your new Custom Field shows up on your Orders
You have created a new custom field and you would like it to appear on your Sales Order(s) and/or Purchase Order(s).
Improve Detail Load Time - Lag Issues
How to fix this Issue: While loading Detail pages, some customers with VERY large databases are experiencing loading lag
The name of my company changed and my items temporarily disappeared
I logged in and noticed my company name on my file had changed and my items disappeared. I logged out and back in and saw the items had reappeared but noticed the company name is still changed.
Trouble with Auto Generate for Lot / Serial Numbers
When trying to auto generate my Lot / Serial Numbers when filling in the quantity of a Receiver or Sales Order I receive an error.
Cycle Count Quantities
This article is to help better explain how the quantities work on a Cycle Count.
Order Time Mobile - Item Was Not Found Error
How to solve the Order Time Mobile 'Item Was Not Found' Error. This involves scanning and barcoding errors in the mobile app.
How to Perform a Hard Refresh and Clear Cache
Troubleshooting Solutions: How to Perform a Hard Refresh and Clear Cache
How to get the BoM Step IDs for Importing BoM Components
Here are some quick steps for getting the Bill of Materials Step IDs from a report so that you can edit and add components in Excel and Import!
Exporting a CSV and Opening in Excel is Removing Trailing Zeros
Exporting a CSV from Order Time and Opening in Excel is Removing Trailing Zeros From Numeric Item names and numbers. How to solve this issue by changing how you utilize Excel.
Payment Error: Do Not Honor
Solution to the Payment Error: Do Not Honor message when a card payment fails.
My Count Timed Out and Adjustment Did Not Close
The cause of an Order Time Count timing out maybe just that the number of items are to large. The adjustment is still running in the background so be patient.
Closing a Sales Order that has a Kit
How to close a Sales Order that has Kit Items in Order Time Inventory.
Item Proxies and Accounts
For those who are not syncing inventory with their accounting software,  the accounts used in  the proxies become very important.  A proxy is a non-inventory item used to record transactions in QuickBooks or Xero.  There is ...
Ship address street showing before Company / Name
Navigate to Company Preferences  - General .  Un-check or check Display Floor/Suite as a separate line  then click Save.   Repeat to change the preference back to the original value.   ...
Printing Forms in Landscape Mode
Solution Article Problem: I'm having problems printing forms in landscape mode, is there something I should be doing differently? Solution: Printing forms in OT in landscape mode is only supported in Chrome Browser. If you'...
Enabling & Adding Foreign Currency
Enabling & Adding Foreign Currency in Order Time using QuickBooks Online
Log In Error: xFi Advanced Security for Comcast
When you receive an Xfi Security warning and have trouble logging in, check out this article.
Recent Email Changes - Amazon Email Services
Recent Email Changes - 8/15/2019 We have changed the way we send emails as too many were going to spam. It is now being sent from Amazon's email services so it will have a better chance of landing in the inbox, and is being send a little differ...
Nested Bill of Materials vs. Steps
Overview One of the decisions you will have to make is how to design your bill of materials particularly if you have multiple-production steps or sub-assemblies.  Nested Bill of Materials VS. Steps The basic option are: Include ...
Custom Fields - Sales Order Items - Pick List
This is a very specific guide to create a pick list for Sales Order Items For the main guide to custom fields, head here . Log into OT as the admin ( or a user with Admin role) Go to the admin panel ( top right corner) Under SETTINGS selec...
Record Types
Record Types A Record Type defines the nature of a record. Customers  and Sales Orders are examples of Record Types. Each Record Type has one or more Properties,  also known as Fields. Properties will generally be things such as numbe...
Edit Customer Address
Complete the following steps to enter the customer information: Address Under the Address tab, enter the Primary Billing Address and Primary Shipping address.  (Remember this information will be used to create your customer database, it is ...
Inventory Primer
Inventory Primer How do I value my Inventory? For many businesses inventory valuation is a major issue that has an impact on the P&L, balance sheet and taxes. The general rule of thumb is that inventory should be valued at the lower of the c...
ShipStation Error
Error Message An error occurred attempting to update orders: Error in XML. Reason: The 'Country' element is invalid - The value '' is invalid according to its datatype 'StringExactly2' - The actual length is less than the...
Items Names or Numbers
Item Names or Numbers Assigning part numbers to your items requires some upfront planning or you might find that your scheme runs out of room quickly. Numbering schemes are a matter of personal preference and they will differ widely from company to...
Prepaying Inventory
Today many companies purchase inventory with credit cards or pre-pay inventory with a check or bank transfer.    In QuickBooks this is generally done by posting the a credit card charge, expense or check transaction. In the transaction, yo...
Can I use Alpha Numeric characters in the Document Numbers?
Basic document control principals can help make your business run more efficient. Order Time will automatically create a sequence for the document numbers used which will establish a unique identifier for each transaction type.  In order for t...
Error 500 A critical Error has occurred
When opening a details page like a ship doc or an item you may get the following the error Error 500 A critical Error has occurred This error may be caused by the following Deleting a custom field used in the layout The maintenance update on ...
Cannot see the custom field I created
Symptoms You created a custom field (for example an item custom field) but when you go view or edit the record, the field does not appear in the custom tab. Cause You have customized the your page layouts.  Resolution Edit your page lay...
Associate Purchase Orders to Sales Orders
A Linked PO is when you link a purchase order with a sales order.    One way of doing this is directly from the sales order .   At other times you will want to do this directly on the Purchase Order for multiple sales orders.  ...
How to avoid creating and paying a bill twice?
There may be times in your daily operations were you may be creating a Purchase Order in Order Time and paying for the bill prior to you receiving the items.   When you have this type of scenario you want to make sure that you are paying your ...
Value cannot be null. Parameter name: value
When opening a record (item, customer, vendor) you may get the following errors.  This error is known issue and will be addressed asap.   Please try again in a few minutes.  ...
When running the Reorder Analysis, why is my required quantity not showing up?
When creating a Reorder Analysis in Order Time, the time horizon that is selected allows you project for a certain time range in months or weeks. Based on that time horizon and other selected criteria, the data is analyzed and results are given for ...
Customer has an overdue transaction
Error Message When syncing a ship doc to QuickBooks you get the error. "Customer has an overdue transaction" Resolution Within QuickBooks  From the main Menu click Edit - Preferences  On the left click Payments Click the C...
Error - Proxy is Required
Go to accounting integration.   https://app.ordertime.com/accountingintegration Click Disconnect (ignore any error messages it any) Navigate back to accounting integration Click Connect and allow Order Time to access QuickBooks.  Cli...
No sub of when creating a customer
Go to accounting integration.   https://app.ordertime.com/accountingintegration Click Disconnect (ignore any error messages it any) Navigate back to accounting integration Click Connect and allow Order Time to access QuickBooks.  Cli...
How do you remove apostrophes when you export a list or report.
To remove the apostrophes when you export a list or report go to Company Preferences = General and CHECK Ignore security escape characters when exporting lists and reports to csv. The security escape character prevents malicious code runn...
Sorting Line Items
Sorting line items on an order in Order Time Inventory.
Tracking Production done by 3rd Party Vendor/Supplier
You may have Bill of Materials for Assembly Items (Finished Goods) that are completed by a 3rd party vendor/supplier. For example, you may send your inventory to the vendor to have it repackaged into smaller packaging units. This means that you will...
Move line is no longer visible
In order to sort / move lines on a sales order or quote, the 'View Type' must be set to 'Matrix View'   ...
Logging Into Order Time Mobile - Alert. Incorrect API key or the key is deactivated
If you are using Order Time Mobile and it gives you this API error message, it's not a problem. This happens because you are able to download the app to your phone before activating the service.
How do I look up the Lot or Serial numbers that were used in the Assembly that I have already shipped?
In the Ship Doc you will find the visibility of the Lot/Serial # for the finished Assembly but not for the components that were used to make that assembly. You can use the Inventory Movement Detail Report by Bin to see those lot/serial #s used to ma...
Adding Labor to a Bill of Materials
Adding labor costs to your bill of materials will provide a more complete cost for the items you produce which in turns enables you to make better pricing decisions.
My Credit Card was declined on the monthly subscription
This article is designed to help you if your Credit Card was declined in the monthly subscription of Order Time.
Reducing Users, Deactivating an Integration or Suspending Your Account
Reducing users, deactivating an integration, or suspending your account in Order Time Inventory
QuickBooks Connector Error - Service Unavailable
Order Time is not syncing with QuickBooks Desktop throught the Connector Tool as expected.
Unable to Login and/or my password is not working
Overview: Should you ever be unable to login to your OrderTime account or are entering your CORRECT password and get an error please take the following steps. If you forgot your password jump to Step 2. Step 1: Completely CLOSE your browser ap...