Web Connector Progress Bar Appears Frozen During a Long Sync

The progress bar might appear to be stuck, showing no change in progress, when in fact there is progress being made. This is most noticeable during a very large first sync, or right after a batch of QuickBooks records has all been touched at once. Do not cancel the sync while this is happening.

Why the progress bar does not move during long syncs

The percentage the Intuit Web Connector displays is not a measure of how much data has been transferred. It only reflects which step of the sync is currently running out of the full sequence of steps, such as getting customers or getting invoices, so the number on screen can hold still for a long stretch even while a single step is actively pulling a large amount of data. (This is Intuit Web Connector's own behavior for rendering its progress bar, not something Maxio Core controls.)

A couple of situations make one step take much longer than usual:

• The very first sync. The first sync can take not only minutes, but potentially hours, if you have thousands of customers and tens of thousands of invoices.
• A mass update in QuickBooks. Recovering from a crashed QuickBooks file, or having a mass record update run by QuickBooks or a third-party application, can set the "last changed" stamp on all of your QuickBooks records at once, so Maxio Core treats all of them as changed, even if their actual data did not change, and re-pulls all of them.

Sometimes third-party applications, QuickBooks upgrades, and restorations update invoices in QuickBooks as a batch. If that happens on an account with tens of thousands of invoices, the sync can take well over an hour. Nothing is necessarily wrong, and the sync is built to protect your data through a long sync like this, but you'll need to be patient and let it finish.

Monitor sync progress using customer and invoice counts

On a first sync, you can confirm things are still moving even while the Web Connector's own progress bar looks frozen, because the sync pulls in all of your Customers from QuickBooks first, then moves on to Invoices.

To check whether your first sync is still progressing

1. Go to Admin > Dashboard and note the Customer Count.

2. Refresh your browser every minute or two. The Customer Count should keep increasing while QuickBooks customers are being pulled in.

3. Once all customers have been pulled in, invoices start uploading next. Go to Home, then Revenue Recognition Integrity, then QuickBooks Invoices without a Transaction, and note the count there.

4. Refresh your browser every minute or two. This count should also keep increasing while invoices are being pulled in.

If a mass update in QuickBooks, rather than a first sync, is what's driving the long sync, there isn't a count in Maxio Core you can watch to confirm progress, since the records being re-pulled aren't new customers or invoices. Be patient and allow the Web Connector adequate time, up to two hours, to finish syncing with Maxio Core. If your sync still has not completed after two hours, contact support@maxio.com.

Related information

If the Web Connector actually times out during a long sync instead of just appearing to stall, see Web Connector Error QBWC1042: The Operation Timed Out, which covers the Web Connector's built-in 2-minute timeout and what to do about it.

For a broader list of Web Connector error codes and how to read the Web Connector's status window after a sync finishes or fails, see QuickBooks Web Connector Errors.