Known Issues are published in the following categories:
Help Center
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Getting Started with Wise-Sync and ConnectWise Manage
- Welcome to Wise-Sync for ConnectWise Manage
- Getting Started - ConnectWise API
- Getting Started - Accounting Package Setup
- Getting Started - ConnectWise Foundation Setup
- Getting Started - ConnectWise GL Mapping
- Getting Started - Wise-Sync Setup
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Getting Started - ConnectWise Expenses
- Using ConnectWise Manage Expenses with Wise-Sync
- Expense GL Mappings in ConnectWise Manage
- Pre-Setup ConnectWise Expenses > Step 2: Setup Wise-Sync Options
- Pre-Setup ConnectWise Expenses > Step 3: Setup Wise-Sync Expense Connect Linked Accounts
- Pre-Setup ConnectWise Expenses > Step 4: Updating GL Entries from Accounting interface
- Pre-Setup ConnectWise Expenses > Step 5: Batch Existing Records in ConnectWise
- Pre-Setup ConnectWise Expenses > Completed: Start Syncing
- Getting Started - Advanced Feature Setup
- Migrating to Wise-Sync from a previous sync tool
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Wise-Sync Errors and Troubleshooting
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Sync Errors - Inventory
- Inventory Product Returns (RMA Process)
- ConnectWise 'CreateBatch' returned an error: System.Data.Syntax.ErrorException: Missing Operand after 'S' operator. at
- Setting the Inventory Adjustment Default COGS Account
- Warning: A Part-Shipped Purchase Order has already been synced
- Sync Inventory - Issue > COGS Is artificially inflated as items were initially purchased into inventory, Client Synced to Xero After Inventory was switched on.
- Error Posting Invoice > Inventory Journal Already Exists
- Failed to insert the COGS journal for this batch
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Wise-Sync Errors and Troubleshooting
- Troubleshooting: Test ConnectWise Connectivity Fails Despite Correct Credentials
- Xero Validation Error: Item code '{productID / Non-ProductID}' is not valid
- An error occured while executing the query. Please check the stack trace for more detail.
- Toubleshooting - A server error has occurred. Please contact your Manage Administrator.
- Sync Error: Error Updating Xero: Adjustments are not supported unless Inventory COGS is enabled
- Error Message: You do not have security access to view 'document'
- Sync Error: ConnectWise Validation Error: Company or Contact has been deleted (in Company Recycle Bin)
- An Item has a blank sales account number (for Expenses)
- Validation Error: Xero Tax Validation Errors
- ConnectWise 'UpdateBatch' returned an error: System.Data.SqlClient.Sql.Exception (0x80131904): String or binary data would be truncated.
- Validation Error: Expense Tax Mismatch
- A GLBatch already exists for (Invoice)
- A GLBatchID already exists, which is a result of that Purchase Order and Receiving Slip already being being sent
- Advanced Tax Mapping: GL Entries - 'Tax Code' is not a valid tax code name
- Sync Error: Sequence contains no matching element
- Failed to get contact bill contact for company '[Your Customer Name]'.
- Explaining the Non-Product ID
- Error Updating Xero: Failed to execute on status
- Xero Validation Error: An existing Invoice with the specified InvoiceID could not be found
- Error Updating Xero: No matches for product with item ID: [your-item-id]. Please sync this record manually
- Unable to Set Password when AD Integration Enabled.
- Error Message: Duplicate Name Exists error of type: Vendor. The name supplied already exists.
- ConnectWise Payment Sync Error: Xero Invoice Number and Reference both match ConnectWise Invoice Numbers
- Xero Validation Error: Due Dates cannot be more than 999 days after the invoice date.
- No Item ID or Non-Product ID has been defined in ConnectWise for an item with Account Number '[your account number]'
- Error: Payments can only be applied to invoices that are awaiting payment. The invoice is in draft status.
- ConnectWise v2015.x API Endpoint Changes > Account Changes Required
- A result set from ConnectWise contains more than one purchase order.
- Out of Balance Error: An Adjustment is greater than the set limit
- Error Message: Unable to connect to QuickBooks Company. Unauthorized-401
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Known Issues
- Known Issue: Real-Time Sync Callbacks Failing after Mass Invoice (Email) Update
- Known Issue - Business Validation Error: You must specify a transaction amount that is 0 or greater.
- Known Issue: Duplicate Sales Tax being Calculated in Total on a Purchase Order
- Known Issue - Unable to test connection to REST API when PSA Site is using the API Endpoint https://api-xx.myconnectwise.net
- Known Issue: Invalid Tax Handling of Down Payment Invoice Amounts
- Known Issue: Multi-Level Tax Code Mapping when Avalara Enabled
- Known Issue: ConnectWise MVR causing "GetClientToken" Error with v2018.6 (ongoing)
- Known Issue: Connectwise Purchase Order Freight Defaults to "Tax Exempt"
- Known Issue > Currency on Invoices > Inventory
- Known Issue: ConnectWise Member Details are invalid after v2018.1
- Expenses Known Issue > Unapproved Expenses Batching to Xero
- Known Issue - Tax Code Changes for Purchase Orders (ConnectWise: v2016.6).
- Known Issue > Error Message: Account Period Closed.
- Known Issue - Purchase Order Tax not calculated correctly
- Known Issues > Connection Failure due to SSL Issues (On-Premises Only)
- Known Issue - Connectwise 2016.5 issue Security Roles Blocking some Users
- Known Issue> Expense Tax Mapping > Does not preserve Tax Amount
- Known Issue > v2016.3 > PO tax issue - ensure PO tax not selected
- Known Issue: ConnectWise Member Details are invalid after v2016.4 Upgrade
- Known Issue > v2016.3: Purchase Order Tax - Causes Create Batch Failure
- Known Issues
- Known Issue > A Credit Note is coming through with the PO Date instead of the Ship Date
- Known Issue - ConnectWise Inventory Transfer using Incorrect Catalog Cost
- (Resolved) Known Issue: Batch ID is not being added to product related GL entries
- Known Issue - 2020.4 - Failed to Retrieve Tax Code, when Tax Code is NULL
- Known Issue: Unposted Expenses are not Syncing when the Ticket where the Expense Records is not Close
- Known Issue: API 500 Errors (Xero Issue: CX0011367357)
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Known Issues (Resolved)
- (Resolved) Known Issue: [Warning] Failed to insert the COGS journal for this batch.
- (Resolved) Known Issue: Failed to connect to ConnectWise API - Error 503 Server Unavailable
- (Resolved) Known Issue: ConnectWise Quicklinks are not working
- (Resolved) Known Issue: "Object reference not set to an instance of an object" error on Invoice Sync
- Delete: Email > Reconnect to xero
- (Resolved) Known Issue: ConnectWise Inventory Valuation Report is Incorrect using v2018.6 (58651)
- (Resolved) Known Issue (On Premise Partners) : 401 - Unauthorized error when connecting to Wise-Sync
- The provided URL scheme 'http' is invalid; expected 'https'
- (Resolved) Known Issue (Cloud Partners): 401 - Unauthorized error when connecting to Wise-Sync
- Edit Company Screen > User Fields
- (Resolved) Known Issue: ConnectWise SQL Error during Procurement/Inventory Sync
- Edit Account Screen > User Fields
- System.Web.Services.Protocols.SoapException Eg. 2
- The Document total does not equal the sum of the lines
- System.Web.Services.Protocols.SoapException Eg. 1
- The formatter threw an exception
- Object reference not set to an instance of an object
- (Resolved) Known Issue - Invoice Tax Levels Mismatched and inconsistently applied.
- (Resolved) Known Issue - Purchase Order Lines posting as "Tax Exempt" instead of "Taxable"
- (Resolved) Known Issue - Purchase Order Tax is not being calculated Correctly
- (Resolved) Known Issue: The Wise-Pay Payment portal does not render correctly from ConnectWise Portal
- (Resolved) Known Issue: Non-reimbursable Expenses syncing as Reimbursable Expenses
- (Resolved) Known Issue: Xero Accounting API Major Outage 28 October 2019
- (Resolved) Known Issue: ConnectWise v2020.2 REST sync error where a Custom Invoice Template has been used
- (Resolved) Known Issue: Tax component of a Purchase Order's lines accumulate when it's Open Batches are deleted
- (Resolved) Known Issue: Xero Accounting API Major Outage 15 August 2019
- (Resolved) Known Issue - ConnectWise Cloud: 500 - Internal Server Error
- (Resolved)Known Issue: Class is now mapping the Expense classification rather than the Expense Class (2020.4 CW Version)
- (Resolved) Known Issue: Error Syncing Expenses - CW Version 2018.1
- (Resolved) Known Issue: ConnectWise EU Cloud: 503 - Service Unavailable
- Xero Errors
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QBO Errors
- Validation Error: You can't use a X account on the detail portion of a Bill
- Xero Validation Error: The document date cannot be before the period lock date, currently set at XX-XX-XXXX
- QBO Business Validation Error: Select a product or service
- An item in this batch is marked as non taxable (Invoices)
- Business Validation Error: Do you also want to update memorized sales transactions to use the new values?
- QuickBooks Error: Business Validation Error has occurred while processing your request
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Sync Errors - Inventory
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Incident Reports
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Incidents
- Unexpected Partial Outage for Wise-Sync and Wise-Pay, 21st December, 2018
- Unexpected Partial Outage for Wise-Sync and Wise-Pay, 8th March, 2019
- ConnectWise Sync Errors, 29th March, 2019
- Unexpected Partial Outage for Wise-Sync and Wise-Pay, 7th May, 2019
- Unexpected Outage for Wise-Sync and Wise-Pay, 8th August, 2019
- Unexpected Outage for Wise-Sync and Wise-Pay, 12th March, 2020
- Issues accessing Wise-Sync via ConnectWise Manage Quicklink
- Unexpected Outage for Wise-Sync and Wise-Pay, 9th June, 2020
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Incidents
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Wise-Sync Release Notes
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Wise-Sync Release Notes (2020+)
- Wise-Sync Release Updates
- Wise-Sync Release Notes 2022
- Wise-Sync Update - 7 December 2020
- Wise-Sync Update - 29 September 2020
- Wise-Sync Update - 7th September 2020
- Wise-Sync Update - 17th August 2020
- Wise-Sync Update - 29th June 2020
- Wise-Sync Update - 25th May 2020
- Wise-Sync Update - 21 April 2020
- Wise-Sync Update - 23 March 2020
- Wise-Sync Update - 17 February 2020
- Wise-Sync Update - 20 January 2020
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Wise-Sync Release Notes (2019)
- Wise-Sync Update - 19 December 2019
- Wise-Sync: Version 4.6.10 Release Notes
- Wise-Sync: Version 4.6.9 Release Notes
- Wise-Sync: Version 4.6.8 Release Notes
- Wise-Sync: Version 4.6.7 Release Notes
- Wise-Sync: Version 4.6.6 Release Notes
- Wise-Sync: Version 4.6.5 Release Notes
- Wise-Sync: Version 4.6.4 Release Notes
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Wise-Sync Release Notes (2018 and older)
- Wise-Sync & Wise-Pay Release Notes
- Wise-Sync: Version 4.6.3 Release Notes
- Wise-Sync: Version 4.5.0 Release Notes
- Wise-Sync: Version 4.6.2 Release Notes
- Wise-Sync: Version 4.4.2 Release Notes
- Wise-Sync: Version 4.6.1 Release Notes
- Wise-Sync: Version 4.4.1 Release Notes
- Wise-Sync: Version 4.6.0 Release Notes
- Wise-Sync: Version 4.3.24 Release Notes
- Wise-Sync: Version 4.5.4 Release Notes
- Wise-Sync: Version 4.3.23 Release Notes
- Wise-Sync: Version 4.5.3 Release Notes
- Wise-Sync: Version 4.3.22 Release Notes
- Wise-Sync: Version 4.5.2 Release Notes
- Wise-Sync: Version 4.5.1 Release Notes
- Wise-Sync: Version 4.3.21 Release Notes
- Wise-Sync: Version 4.3.20 Release Notes
- Wise-Sync: Version 4.3.19 Release Notes
- Wise-Sync: Version 4.3.19 Release Notes
- Wise-Sync: Version 4.3.18 Release Notes
- Wise-Sync: Version 4.3.18 Release Notes
- Wise-Sync: Version 4.3.17 Release Notes
- Wise-Sync: Version 4.3.16 Release Notes
- Wise-Sync: Version 4.3.15 Release Notes
- Wise-Sync: Version 4.3.14 Release Notes
- Wise-Sync: Version 4.3.13 Release Notes
- Wise-Sync: Version 4.3.12 Release Notes
- Wise-Sync: Version 4.3.11 Release Notes
- Wise-Sync: Version 4.3.10 Release Notes
- Wise-Sync: Version 4.3.9 Release Notes
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Wise-Sync Release Notes (2020+)
- Wise-Sync User Management
- Freshdesk Support Portal Help
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Webinars & Video Resources
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Previous Open Mic Webinars - US/UK
- [Webinar] Wise-Sync: 2020 Recap Open Mic
- [Webinar] Wise-Sync: Inventory 101
- [Webinar] Wise-Sync: Inventory - Next Steps
- Wise-Sync: GL Mapping Review
- [Webinar] Inventory: Get Back in Sync
- [Webinar] Wise-Sync: Tracking Categories & Classes
- [Webinar] Wise-Sync: Managing Expenses
- [Webinar] Wise-Sync: Supplier Invoice Process
- [Webinar] Wise-Sync: Top 5 Errors Resolved
- Previous Open Mic Webinars - AU/NZ
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Previous Open Mic Webinars - US/UK
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Wise-Pay Errors and Known Issues
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Unprocessed Payments
- Unprocessed Payment: Error: Organisation accounts are locked on the specified payment
- Fix Unprocessed Payments: Payment can only be made against Authorised Documents.
- Unprocessed Payment: Payments can only be applied to invoices that are awaiting payment
- Handling Overpayments where an amount is debited that is greater than a revised invoice amount
- Known Issue: Updating a payment in the PSA has not been implemented with the NPE flow
- Unprocessed Payments: Error applying payment in QuickBooksOnline
- Xero Known Issues
- Unmatched Payments
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Wise-Pay Errors
- Error: Your payment has NOT been processed. Error Code:transactionAmountInCents must not be greater than $xxx
- Error: Invoice couldn't be processed for automatic payment. Scheduled payment date has exceeded this Merchant's Maximum allowed number of overdue days
- What is a Payment Error?
- Payment Errors (GPI)- Failed Payment: Transaction Declined
- What is a Batch Processing Error?
- Error Saving Item in Xero. Validation Message: An error occured in Xero. Check the API Status
- Disconnected Accounting System
- Error validating Xml data against the schema
- Your payment has NOT been processed against invoice . Error Code:Account not found. Account Code: Account not found
- Invoice partially paid in Xero/QBO but partial payment does not reflect in Wise-Pay
- Failed Transaction Error: Merchant hasn't enabled credit card payments for these payment terms and the primary payment method for this user is via credit card.
- Error Code: Error saving item in Xero. Validation Message: The contact name is already assigned to another contact.
- Known Issues
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Unprocessed Payments
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Wise-Pay Integration
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Wise-Pay Integration
- Wise-Pay Integration - ConnectWise Customer Portal
- Wise-Pay Integration - DeskDirector
- Wise-Pay Integration - ITSupportPanel
- Wise-Pay Integration - CloudRadial
- ConnectWise CPQ (formerly Sell) Integration (Order Porter Quote payments)
- ConnectWise CPQ (formerly Sell): Reconciling quote payments in the Accounting Package
- PCI Assure FAQ's and Enrollment Guide
- Datagate Integration
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Wise-Pay Integration
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Syncing with Wise-Sync
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Syncing with Wise-Sync
- Syncing with Wise-Sync (Sync All)
- How to get help & support using Wise-Sync
- Syncing with Wise-Sync: Payment Sync
- Syncing with Wise-Sync (Unposted Items)
- Changing your password
- How to log in to Wise-Sync
- Can't Login?
- Pre-Setup ConnectWise Inventory > The Function of Inventory
- FAQ: What address do we use for ConnectWise Manage REST Version?
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Wise-Sync Samples
- Mapped Reference Fields in Xero
- Accounts Payable - Batch Payment
- Accounts Payable - Planned Payment Date (Scheduled in XERO)
- Accounts Receivable - Outstanding Statement
- Staff Reimbursement (Through Procurement)
- Procurement - General Office Expense Purchase
- Procurement - Purchase (Supplier)
- Agreement Invoice (Additions)
- ConnectWise Inventory > Use Case: Client Invoice (Journal Inventory to COGS)
- Credit Memo (Special Invoice)
- ConnectWise Inventory > Use Case: Inventory Transfer
- Agreement Invoice (Rounding errors & adjustment applied) - Sample
- ConnectWise Inventory > Use Case: Adjustment Type - Audit Trail Adjustment
- Services Invoice (Agreement Time Summary) - Sample
- ConnectWise Inventory > Use Case: Adjustment Type - Missing Stock
- Glossary of Terms
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Best Practices & Tips and Tricks
- Show Invoices Not Yet Batched to Your Accounting Package on the Invoice Search Screen
- Don't show Unapproved Invoices in the Email Batch Wizard List - Email Sent Statuses
- QBO: Credit Memo's apply to correct payment amount in ConnectWise.
- Exclude non-billable items when syncing Invoices
- Explaining the SUPPLIER-CREDIT process (RMA Process)
- Explaining the SUPPLIER-INVOICE process
- Downpayment Process to Cover Tax Amount of an Invoice
- Applying Credit Notes
- Using Bundle Products with Inventory
- General Questions
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FAQ
- FAQ - When I sync invoices, why are the email address are updated?
- FAQ - Why is the contact being set to the Primary Contact instead of the billing contact
- Inventory Reports: Invoice Dates & Purchase Order Dates
- FAQ: What is the difference between the CW (Inventory Reports) and Xero (Inventory Asset / Transaction Report)
- FAQ - How do I create a Manual Batch?
- FAQ: What are System Chart of Accounts?
- FAQ - How do I sync detailed invoices?
- FAQ - What do I do if a payment synced back to ConnectWise and posted to the wrong invoice?
- Updating your Connectwise To A new version
- FAQ - Why aren't my invoice marked as Paid in ConnectWise?
- FAQ - Why can't I see the Wise-Sync QuickLink after I create a custom menu entry?
- How to enable API Logging (Detailed Logging)
- FAQ: How do I change an Invoice that has already been synced?
- FAQ - How do I refresh a Purchase Order GL entry
- FAQ - How do I update my saved payment method for my Wise-Sync/Wise-Pay Subscription
- FAQ: How do I add freight to a Purchase Order?
- FAQ - Setting and Working with Lock Dates in Xero
- FAQ - How do I delete an Invoice?
- FAQ: Why do I need the GL Reload Status?
- FAQ - Does Wise-Sync support all versions of ConnectWise?
- FAQ: How do I run a sync?
- FAQ: Why are there adjustment items on an invoice
- FAQ: Why are there rounding items on an invoice
- FAQ: What if I have issues who will help me (who to contact)
- FAQ: What are the benefits of cloud accounting
- FAQ: Is it is secure to use Wise-Sync
- FAQ: How long will it take to setup
- FAQ - I want to disable Inventory Sync. What do I need to do?
- FAQ - Fatal Error: Connectwise 'GetClientToken' returned an error: Failed to load XML from response stream.
- FAQ: When I sync, why am I getting a Xero minute API rate limit exceeded message?
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Wise-Sync - Special Features
- How to Enable Wise-Sync Support Access to your ConnectWise account without a password
- Sync Feature: Exclude Batch Records (From Sync)
- Onboarding Feature : Sync Old Records (without posting to accounting)
- ConnectWise - Time Details to Invoice Lines
- Quicklink > Creating Custom User Menu in ConnectWise
- Sync Options > Vendor Invoice Date Source > Selecting Alternate Purchase Order Invoice Dates
- Terms XRef - Terms Construct for Days after EOM
- ConnectWise Manage Tax Setup - GST/PST Canada
- Syncing Xero Tracking Categories from ConnectWise Manage to Xero
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Source Default Folder
- Response > Inventory Bundles not posting COGS
- ConnectWise Patch for 2018 , ConnectWise Member ID is not valid
- Why don't all the line items appear on a PO
- Sync Expenses based on the Status
- Ready to sign up?
- Enabling your account for Enhanced Expenses
- Response > Deferred Revenue
- Outage > Degraded Performance across all APIs
- FAQ: An item is an inventory class but it does not sync to IV.TRX
- Response > Rounding Issues
- Wise-Sync for Xero
- Wise-Sync for Quickbooks Online
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Syncing with Wise-Sync
Related Articles
- Known Issue: Real-Time Sync Callbacks Failing after Mass Invoice (Email) Update
- Known Issue - Business Validation Error: You must specify a transaction amount that is 0 or greater.
- Known Issue: Duplicate Sales Tax being Calculated in Total on a Purchase Order
- Known Issue - Unable to test connection to REST API when PSA Site is using the API Endpoint https://api-xx.myconnectwise.net
- Known Issue: Invalid Tax Handling of Down Payment Invoice Amounts
- Known Issue: Multi-Level Tax Code Mapping when Avalara Enabled
- Known Issue: ConnectWise MVR causing "GetClientToken" Error with v2018.6 (ongoing)
- Known Issue: Connectwise Purchase Order Freight Defaults to "Tax Exempt"
- Known Issue > Currency on Invoices > Inventory
- Known Issue: ConnectWise Member Details are invalid after v2018.1
- Expenses Known Issue > Unapproved Expenses Batching to Xero
- Known Issue - Tax Code Changes for Purchase Orders (ConnectWise: v2016.6).
- Known Issue > Error Message: Account Period Closed.
- Known Issue - Purchase Order Tax not calculated correctly
- Known Issues > Connection Failure due to SSL Issues (On-Premises Only)
- Known Issue - Connectwise 2016.5 issue Security Roles Blocking some Users
- Known Issue> Expense Tax Mapping > Does not preserve Tax Amount
- Known Issue > v2016.3 > PO tax issue - ensure PO tax not selected
- Known Issue: ConnectWise Member Details are invalid after v2016.4 Upgrade
- Known Issue > v2016.3: Purchase Order Tax - Causes Create Batch Failure
- Known Issue > A Credit Note is coming through with the PO Date instead of the Ship Date
- Known Issue - ConnectWise Inventory Transfer using Incorrect Catalog Cost
- (Resolved) Known Issue: Batch ID is not being added to product related GL entries
- Known Issue - 2020.4 - Failed to Retrieve Tax Code, when Tax Code is NULL
- Known Issue: Unposted Expenses are not Syncing when the Ticket where the Expense Records is not Close
- Known Issue: API 500 Errors (Xero Issue: CX0011367357)