Synchronizer Logs in QQube | CLEARIFY

The Key to Success - Synchronizer Logs

The logs are designed to streamline the process of solving a synch issue and allow the end-user to either click on a link and fix it, or submit logs to engineering to address those rare cases where an issue requires more scrutiny.

They are always the first step in any troubleshooting process - especially data accuracy anomalies.

Although the log is cleanly organized and easy to read, it not necessary for an end user to digest its contents. You should be able to solve 95% of any recorded issue by clicking on the link displayed for the particular error message.

Rectifying Error Messages

1. Click on the Status Link to immediately solve the issue  
2. Select the Send to CLEARIFY Support button to auto-create a case for engineering if the log entry has a link to an unidentified (e.g. miscellaneous) error.

Situation One - Specific or Known Error If you click on the red Status Link it will take you directly to the appropriate Guide in the Knowledge Base that will tell you quickly how to solve the issue on our own.  

Situation Two - Non-Specific Error or Engineer Request There are times when clicking on the red Status Link, that you will be taken to a non-specific page because of an abnormal interruption or corruption in the QuickBooks file; or a CLEARIFY support representative requests information for a Support Case.

Now you can click on the Send to CLEARIFY Support button, and automatically create a Support Ticket.  Engineers will have all of the information they need to assist you further. 

After hitting OK,  you will receive the following message:

You will be auto assigned - and sent - a web site login to receive and respond to our comments. 

Additional Log Submissions to Engineering

There are situations where engineering requests other logs in your list, or you instinctively what to give engineering more information about multiple errors in your log list.  

You should never submit multiple logs using the Send to CLEARIFY button as it creates separate tickets, and may extend the time it takes for the two of you to communicate about and solve your issue.

Follow these steps

Save the text file

Attach and make comment (without the comment the attachment won't stick)