CCRSoftware Support

CCRQInvoice Won’t Process Orders

If you are using CCRQInvoice and you can’t get the program to process orders for you, here’s a checklist to go through to help resolve the problem.

This assumes that you have connected the program to your QuickBooks company file and that you aren’t getting any error messages. If you are getting an error message then you can search this website for information on the particular error. If you can’t find your error, send us diagnostic information.

 Open QuickBooks Company File Menu

If you just get this window, then one of several things have occurred:

 

  • Your QuickBooks company file isn’t open yet. Open it before you run CCRQInvoice.
  • You haven’t told QuickBooks that it is OK to access this file. This must be done by the QuickBooks admin user. See the installation documentation for details on setting things up.
  • There was some kind of error message preceding this. Look for a description of the error message or send us diagnostic information.

All Menu Options are Gray

If you open CCRQInvoice and all options are grayed out, this means you aren’t connected to the QuickBooks company file. The remedies are the same as listed in the Open QuickBooks Company File Menu section above.

Processing Options are Grayed Out

If you open the Order Processing window and you cannot select the option you want because it is grayed out, that means that you haven’t set up preferences for this company file. Note that this also can happen if you change your Company Name in the QuickBooks My Company information section.

 

To correct this, select Preferences in CCRQInvoice, then click the button by Parameter Wizard.

When you get to the Processing Options screen, choose the option you wish to enable.

Your Orders Aren’t Sorting or Totaling

OK, so everything seems to work so far, but nothing happens! You can open CCRQInvoice without an error, your preferences are all set, but nothing happens?

First of all, remember that if you set up totals, the totaling won’t happen automatically. You have to run the Order Processing function, load your orders, select your options and then click one of the Process buttons. This is described in the documentation. New users sometimes expect it all to happen automatically, but Intuit won’t let us work that way.

If that still doesn’t work, the most common issue is that you have multiple conflicting options. If you have enabled multiple processing options and several of them are sharing the same custom fields, they may interfere with each other. Make sure you don’t have different options using the same custom fields.

Another possibility is that you are trying to process an order that is open in QuickBooks. Don’t have the order open in QuickBooks when processing it, since QuickBooks has placed a lock on the order to prevent our program from updating it at the same time.

Beyond that, there are a number of potential (but not common) problems that can cause an issue. Again, we are assuming that you are not getting any error messages, then you can send us some diagnostic information. At this point we need a log file where you process a single invoice. Don’t process multiple invoices, that makes it too hard to identify the problem. The procedure for setting up a log file and sending it to us is outlined in this article about how to send us diagnostic information.

Object reference not set to an instance of an object

Sometimes people run into this cryptic error message, “Object reference not set to an instance of an object”

This is confusing, and uninformative.

What happens is that you are running into some error, such as the Cannot open/create a parameter file error, and then clicking the “Continue” button to move on. Because of the first error, the program hasn’t been set up correctly in memory, and when you try to access some function of the program you may get this second error.

The real cause of the problem you are having is the first error. The second error, the “object reference” error, just means that the program has run into issues and can’t figure out what to do.

So what we need to see is that first error.

Unfortunately, there is one copy of the “error.pdf” file created at a time. When you get the first error, that is saved to the error.pdf file. Then you click “Continue” and the second error occurs, which creates a new error.pdf file that overwrites the first one. If you then locate that file and send it to us, we get the meaningless error information and cannot help you.

Two ways to resolve this:

  1. Exit the program and try again. When you get the first error, stop, don’t continue. Locate the error.pdf file that was created and send that to us. Once you have saved that file, then you can continue. You’ll get the error, just exit the program. You can examine the details of that first error message for help.
  2. Alternately you can set up the log file to save more information. See the article on getting detailed diagnostic information.

QuickBooks 2016 R7 Permission Error

There are multiple reasons that you can get an error saying “Cannot open company file”, with a detail of “Common open this QuickBooks Company”. With the release of QuickBooks 2016 R7, Intuit has changed security access and you have to update your QuickBooks preferences for an add-on program to be able to access your file.

Here’s the error message you’ll see, with a QuickBooks error code of 80040430.

To fix this problem, according to Intuit, you must:

  • Open the QuickBooks file with the Admin user.
  • Select Edit and then Preferences to open your QuickBooks preferences.
  • Select the Integrated Applications preferences on the left side.
  • Select the Company Preferences tab.
  • Locate the CCRSoftware application in the list, select it, and Remove it from the list.

 

  • Close the Preferences window.
  • With the company file still open, run the CCRSoftware program.
  • After a short pause you should see a window that asks if it is OK for the app to access the file. Say “Yes, whenever this QuickBooks company file is open”.

 

This should resolve the problem. NOTE that you cannot use the CCRSoftware program in “unattended” mode, which means that you always have to open the QB file first. That is an apparent bug in this update to QuickBooks.

Revoked Certificate Errors

QuickBooks may display an error when you start a CCRSoftware product, “Application with Revoked Certificate”, similar to the one shown here.

This error prevents you from running the program. Note that if you try to run the CCRSoftware product again, after this, you may get a different error (probably something about the admin not giving permission to this program).

Code signing certificates are a way for a software developer to “digitally sign” their software to show the user that the copy of the program they are installing is a valid copy from that developer. Unfortunately, staring in 2016, Microsoft has decided to change code signing certificates from a format that has been used for a very long time, and in some operating systems the certificates show as no longer being valid. QuickBooks doesn’t handle this well, it will prevent the software with one of these older format certificates from access your company file.

The odd thing is that if the software was not signed at all, it could still access your QuickBooks data.

At the time this article is being written, this is only a problem on Windows 10. Over time, this problem will probably extend to Windows 8 and Windows 7.

Updated Programs

We are working on a resolution to this problem. If your software is not listed below, please go to our support page and submit a support request, stating that you have the “revoked certificate” issue, and we will inform you when an update is available.

Please make sure that you read the “Installing the Update” instructions below.

CCRQBOM

  • Standard release (3.2.2), go to the CCRQBOM download page . This is the version most people should install.
  • Pre release versions (4.0.0), go to the CCRQBOM Pre-release page. DO NOT pick this unless you were using the pre-release version before. A serial number for the 3.2.2 version will not work with this version.

CCRQInvoice

  • Standard release (3.3.1.1), go to the CCRQInvoice download page. This is the version most people should install.
  • Pre release versions (3.6.1), go to the CCRQInvoice pre-release page. DO NOT pick this unless you were using the pre-release version before. A serial number for the 3.3.1.1 version will not work with this version.

CCRQPurchase

Installing the Update

To resolve this problem you need to reset some preferences in QuickBooks, and then download and install an updated program.

Before installing:

  • Run QuickBooks in single user mode with the Admin user account.
  • Select Edit and then Preferences.

 

  • Select the Integrated Preferences option on the left.
  • Select the Company Preferences tab.
  • Locate all copies of the particular CCRSoftware product you are using in the list (CCRQInvoice is used in our example above), and Remove every copy from the list.
  • Close the preferences window.
  • Download the appropriate installer from the list below.
  • Run that installer. It will ask if you want to remove the prior copy (you must say yes). Accept all of the default settings (make sure you select for “all users”).
  • Run the CCRSoftware program. It should recognize your prior registration key (serial number) if you have a registered copy with the same version.
  • QuickBooks will ask you if it is OK for the program to access your data. Select “Yes, whenever this QuickBooks company file is open”.

 

That should resolve the problem. If you have further issues, please submit a support request.

 

Moving CCRSoftware Programs to a New Computer

It isn’t unusual for someone to contact us to ask for help in moving their CCRSoftware product from one computer to another. They could have purchased an upgraded system, or the prior system could have failed and needed replacement. Moving isn’t terrible difficult, but you have to pay attention to the details if you want it to go smoothly. Here’s how to approach the task.

Preparation

To install the software on a new computer you need a copy of the “installer” program. Hopefully you kept a copy of this when you made your initial purchase, but that often isn’t the case. If you don’t have that and you have a standard version of CCRQBOM or CCRQInvoice, go to our website and select the product, then select the “Download Free Trial” link. On that page you will find a copy of the installer program.

Note that in some cases you may have a special version that isn’t found on these pages – in this case you need to contact our support department to get a copy of the installer.

The other thing that you need is a copy of your registration key (also referred to as a serial number sometimes). If you don’t have that saved somewhere, if you can still run the program on the old computer, select Help and then About, and your serial number will be displayed.

The next step is to decide if this is a single user installation, or a multiple user installation. Your “preference” selections, which guide how the program works, are stored in some files – if you have a single user installation then most likely these files are on your local computer, but if you have a multiple user installation they should be stored on a place where all users can share them (not on your local computer). So, you need to know if this is a single or multiple user installation.

Locating your Preferences and Report Templates

Your preferences are stored in a file named “CCRQ.XML”. If you have created any customized form or report templates, these are stored in files that have a file type of “repx”. These files all exist in the same location. You may need to move these from the old system to the new one, particularly if this is a single user installation.

If you still have access to the old computer where the program is being moved from, then run the program and select Help and then Status. This will open a window like the following (there may be some variations).

 

Scroll down the window, and look for the “Common Path” setting. You can either drag the window wider, or hold your mouse cursor over the setting, to see the value. This is where your preference and report files are located.

If this is a single user setup then most likely these will be on a local (C: ) drive. If that is the case, go to this folder location, locate the CCRQ.XML file and any *.repx files there (there might not be any repx files), copy these over to a folder on your new computer.

Note that if the location is on a shared drive, like on your file server, you don’t have to move these files. Just remember where they are located.

Installing and Setup

Now, on the new computer, run the installation program. The program asks a series of questions, for the most part you will just accept the default answer. At one point it asks if this is to be installed for one user or all users, always pick “all users”.

Once the program is installed, open your QuickBooks file using this computer, then run the CCRSoftware program.

I am assuming that you are using this with a QuickBooks file that has already been accessed by the program.

You will be asked to select a “common” location.

 

You must choose the location where you placed the CCRQ.XML and *.repx files. If you moved them (single user installation) then locate the new folder where you placed them. If they had already been stored on a shared folder in a file server, locate that folder.

After this you will be asked to register the program. Keep in mind that you are limited to five installations per license.

 

Enter your name and serial number here. DO NOT click the “I already have a license” link, that is for a different issue, and you won’t get anywhere with that (other than becoming frustrated).

Note that if you pick the wrong location for the common folder, the program may ask you for your preference settings. If this occurs it is a sure sign that you have not picked the correct location for the CCRQ.XML file, or that you are using a different QuickBooks company file than before.

That is it! You should be all set.

What If You Goofed?

Sometimes people install the program without first moving the CCRQ.XML file to the new location. You’ll be able to tell that this happened when the program either asks you for your preference settings again, or it cannot find any customized forms or templates. One point of confusion for people in this situation is that the CCRSoftware product will create a new CCRQ.XML file for you in the location you have selected.

If this is the case, exit the CCRSoftware program, then determine where the old CCRQ.XML file is located. Move that and any repx files to the proper place. If you move it to the newly selected location (overwriting the newly created CCRQ.XML file) then you don’t have to change anything. If, on the other hand, you just selected the wrong “common location”, you can change that by running the program, selecting Help and then Tech Support, and then Reset Common Location. This allows you to select the proper place. You want to exit the CCRSoftware program and restart it.

Cannot open this QuickBooks Company (multiple instances)

This can be one of the more frustrating errors, “Cannot open this QuickBooks Company”. Why not? If you look at the details of the error message one of the common issues you will see is the following:

The application trying to connect to QuickBooks is not supported while multiple instances of QuickBooks are running. (80040438)

There are a couple of situations where you may see this.

Two Copies of QuickBooks

The first one is a bit obvious – you’ll see this message when you run the second copy:

 

This implies that there aren’t many problems (“a few exceptions”) on the first copy, and more on the second copy. Unfortunately, if you look at the Learn more information, you’ll see that add-on products like those from CCRSoftware (“SDK Applications”) cannot work with either of these QuickBooks windows.

If you check that “Do not display…” box then you don’t see this reminder again, and people can easily forget about these restrictions. You can bring the warning back by selecting Edit and then Preferences, then checking the box “Bring back all one time messages” in the My Preferences tab of the General preferences.

The short answer is – you can’t run CCRSoftware programs if you are running two copies of the same version of QuickBooks at the same time on the same computer.

Keep QuickBooks Running

Another issue is a bit more subtle. There is an option in QuickBooks that was added a few years ago that lets you keep a portion of the QuickBooks program running in the background when you exit the program. The reason for this was that it could make QuickBooks start up faster the next time that you run the program. Note that if your QuickBooks program is starting off slowly the most common fix is to make sure that you close all QuickBooks reports when you exit, as they can really slow down the startup process if QuickBooks has to open them all in the beginning.

Most people don’t see a big benefit to having this feature enabled, and by shutting it off you also may improve the performance of your computer when not running QuickBooks.

We find that many add-on connection problems are resolved by turning this feature off. To do so, select Edit and then Preferences in QuickBooks. Select the General preferences, and on the My Preferences tab un-check the box Keep QuickBooks running for quick startups.

 

Please note that in 2017 Intuit started removing this preference from supported versions of QuickBooks, so you might not see the preference.

After un-checking it, click OK to close the window, close QuickBooks, and reboot your computer. Note that this preference is specific to each user account, so every user of the system needs to un-check this.

Please note that often when you upgrade QuickBooks from one year of product to another the program may re-check this preference. We often get calls about this from people who have been using our product for years without problems, then run into the error just after upgrading QuickBooks.

Versions of QuickBooks Supported

CCRSoftware products run on most QuickBooks Desktop (Windows) versions, but not on QuickBooks Online or QuickBooks for Mac.

We support all US versions of QuickBooks for Windows (Pro, Premier and Enterprise) from 2006 through the current release. Note that some features may be restricted if you are working with versions older than 2008, and some features may be limited if you are using QuickBooks Enterprise Advanced Inventory.

We run on the Canadian versions of QuickBooks for Windows (Pro, Premier and Enterprise) from 2009 through the current release, although we do not have the ability to test these versions.

We run on the UK versions of QuickBooks for Windows (Pro, Premier) from 2008 through the current release, although we do not have the ability to test these versions.

The Australian versions of QuickBooks for Windows may be supported, both the older Intuit versions (starting with 2008/2009) and the newer Reckon versions, but we do not have the ability to test this. Please test with a trial version before purchasing. We do have customers in Australia that are using our products, but sometimes there are a few minor odd problems. It is not clear if Reckon will continue compatibility with US add-on products in the future.

We should run on “Hosted QuickBooks” systems such as Cloud9 Realtime and Right Networks, but we cannot provide specific support for those systems. We do have customers successfully running on those, and probably other, hosting vendors. Those vendors may charge additional fees to run our software (and they don’t give us any portion of that additional fee). Contact your specific vendor for details.

We do not run on QuickBooks Online.

We do not run on QuickBooks for Mac.

CCRQInvoice and QuickBooks Permissions

If you use user accounts in QuickBooks and limit user permissions (and you should!), you need to provide users of CCRQInvoice with a basic set of permissions. It can be a bit confusing, because of the odd way that Intuit has configured things in QuickBooks. Here’s the basic permissions that you need to be able to use CCRQInvoice.

The Error You Might See…

If you have CCRQInvoice working with QuickBooks as the admin user, but you then open QuickBooks with a different user account that doesn’t have the proper permissions, you’ll usually get a 3260 error code.

 

QuickBooks Pro and Premier Permissions

This is pretty easy. All you need to be able to run CCRQInvoice with QuickBooks Pro and QuickBooks Premier is Create Transactions permissions for Sales and Accounts Receivable and set Changing or Deleting Transactions to Yes.

 

 

With some older versions of QuickBooks you may also need Create Transactions permissions for Inventory. This might also be the case in some non-US versions of QuickBooks.

QuickBooks Enterprise Permissions

QuickBooks Enterprise is more complicated, and somewhat confusing. In Enterprise you have users and you have roles. You create the permissions in the roles and then assign the role to the user.

There are two areas that you have to work with, Customers & Receivables and Lists. The permissions that I’ll lay out here will provide you with access to all features of CCRQInvoice (as of the version currently in production at the time this is being written), including sorting. You might be able to get by with fewer permissions if you don’t sort, although that isn’t certain.

In Customers & Receivables you need to provide View, Create and Modify permissions for Estimates, Sales Orders and Invoices (assuming you will work with each).

 

For Lists we have a number of permissions to set:

  • Item List needs to be set to View List.
  • Fixed Asset Item List needs to be set to View List. This isn’t intuitive – but internally, the Fixed Asset Items are actually a part of the overall Item List, so when CCRQInvoice asks for a list of all items, it has to be able to see the Fixed Asset Items as well. This catches a lot of people.
  • Terms List, which is a part of the Customer & Vendor Profile Lists, needs to be set to View List. This is a hard one to figure out – there isn’t any logical reason for this, but without it you can’t use the program.

Note that there isn’t a Customer List permission in the QuickBooks preferences – I think that may be why we have to have the Terms List there, something is slopping over to cover the customer list. But that is speculation.

 

If you set your user permissions to be at least what I’ve listed above, your user accounts should be able to access CCRQInvoice without difficulty.

Error "Cannot update, can’t find the record"

With CCRQInvoice you may see an error in the “processing results” window as follows:

Cannot update, can’t find the record, possibly deleted by another user? (3120)

There are two reasons why you would see this.

First, the obvious. You “loaded” an invoice into CCRQInvoice, and then before you could click the “process” button, another user deleted the order. Yes, that can happen, but we’ll admit that the odds are against that.

Second, the less obvious. You are doing some sort of processing that saves a value in a custom field (such as “total weight” or “total quantity”). You specified a custom field in the CCRQInvoice preferences to hold the value. Then, at some later point, somebody changed the name of the custom field (or deleted it) in QuickBooks, without updating the preferences in CCRQInvoice. When CCRQInvoice processes the order, it tries to add the total value in the custom field that you specified, but it doesn’t exist in QuickBooks and an error occurs. Unfortunately, the error from QuickBooks is misinterpreted, and this misleading error is displayed.

The simple fix is to determine what the name of the custom field is in QuickBooks, and then updating the preference setting in CCRQInvoice to match.