Error Messages, what they mean and how to navigate them in Ledgersync
Everyone knows the worst part of any program is when something fails. But understanding why something is failing and how to fix it will certainly reduce the frustration as well as save time and energy.
Notification of Failures:
Ledgersync provides 3 ways in which you and/or your client can be notified if a failure has occurred while attempting to refresh the account.
- Notification Page (icon: envelope)
This page allows you to set who receives notification (you and/or your client) and the frequency of notification.
You will receive notification by email that lets you know which client and bank has failed to update and why.
This is a great feature to use if you do not log in regularly to Ledgersync and do not want to be caught right before a deadline and discover the account has not been updating.
- Account Status Page (icon: to do list)
This page provides a bird’s eye view of all the accounts you’ve connected and if they are successfully updating or if they have an error message. This is so you do not need to log in individually to each account to see if has an error.
- SMS feature - you can add your client’s cell phone number via the client management feature and turn SMS notifications to “on” and if client notifications are turned on it will text the client to let them know that one of their bank accounts is failing and that they should log in to their Ledgersync portal and fix the error. It will not however tell them which account is failing or what the error is, only that they must log in to fix something.
The “Magic Wand” i.e.: Manual Refresh
90% of errors in Ledgersync can be cleared by performing a “manual refresh”. This action creates a real-time sync to the bank and will attempt in real-time to refresh the data. It will also display any prompts the bank may be asking for so that you understand what you may need from your client to refresh the data.
A manual refresh is also the first action you should take to fix missing statements, missing check images or missing transactions.
- Select your client from the client list on the left (example: John Smith, LLC)
- Select their bank connection you’d like to update (example: Chase)
- Make sure you are on the “Account Summary” page (icon: Pie Chart, 3rdmenu button from the left should be highlighted in green and the page should be the one with the bank balance)
- Locate and Click the Spinning Arrow icon (next to the pencil and trashcan icon.)
The spinning arrow “refresh” button is like a magic wand and refreshing accounts using this method rather than using “update all” is more likely to be more successful (or at least provide you with additional information the bank is requesting.)
Types of Error Messages and How to Clear Them.
There are 2 types of errors.
Bank Triggered: This means the bank is asking for additional information that must be provided or fixed before the feed to Ledgersync is restored.
Technical Issues: This means Ledgersync must fix some level of programming
Bank Triggered Error Messages
It’s important to understand that a bank triggered “error” is not actually a failure on Ledgersync’s part. On the contrary, Ledgersync is providing you with a message that the bank would like additional input to continue syncing with Ledgersync.
- “Bank is asking password, security question or code” -Security Measures
Or “Update account cancelled or aborted”. Security measures are discussed at length in another reference guide.
To Fix: You or your client must manually refresh the account and follow the prompts the bank displays.
[For more on Security Measures go here: <security measures and how to navigate them>]
Note: If you refreshed the bank account and was triggered to answer a question or send a secure access code but did not have the answer or your client was not available to relay the code the feature will time out in 180 seconds, or you can hit “cancel”. Doing so will produce a new error message: “Update account canceled or aborted”. This message means the bank was asking for a security measure but you were not able to supply the information. To update this account, you will need to follow the steps to Manually refresh the account (make sure this time you have the client available or can respond to the question). Assuming you are able to now complete the security measure requested the account will be updated successfully. For more on security measures: <security measures and how to navigate them.>
- “Invalid username or password” - Credential Error
This can mean one of two things.
- your client has recently changed their password and must update their LS account with the new password.
To Fix: Have your client login and update their password. Or have them supply you with the password and update it.
Once you are certain you have the new password, or your client is logged in:
1. Select client (unless the client is directly logging in)
2. Select bank
3.Select “summary page” (pie chart) from the menu bar
4.Above the bank balance locate the “Edit” (pencil) icon
5.Update password and click submit
6.Locate the “Refresh” (spinning arrow) icon and click. (without this final step the new pw will not be accepted.
7.You should immediately see the account begin to update.
Watch tutorial video: https://youtu.be/pzyPUzSi1WA]
- Upon attempting to add the new account the extractor you selected does not support the type of account your client has. -some banks have specific login portals for different account types, it is possible Ledgersync only currently supports one that isn't the type your client has.
To Fix: Check to make sure the account credentials are compatible with the extractor supported in Ledgersync [For steps go here: <verifying bank credentials against the LS extractor selected>]
If you have attempted to update the credentials but do not complete the task successfully the error will now read: “Change account canceled or aborted” This means you have opened the edit credential module but either it timed out or you canceled the action. You must try again to enter the credentials if they have been changed, or you can manual refresh the account if you believe the update attempt was done in error.
- “The account is locked” - Online Banking Error
IF your client’s online banking has been locked then Ledgersync and even direct access to the online bank site it locked by the bank.
This can happen for any number of reasons. However, Ledgersync will NOT attempt to auto refresh an account with an error.
However, be aware if you receive a credential error and continue to use the Spinning Arrows to refresh the client’s account without first updating the credentials you can potentially lock their online banking.
To Fix: The client or other authorized user must call the bank directly. Usually within 5 minutes of verifying the client the account will be unlocked. Once unlocked the account can be refreshed.
- “The bank is asking for updated settings/updated questions/update contact information”
This message means the bank is displaying instruction on the online banking site that must be responded to before Ledgersync is able to sync and refresh the account.
They may be asking anything from updating an email address, to checking out a new feature, or updating security questions. This pop up displays when you login directly to the bank and will only disappear once an authorized user logs in directly to the bank to respond to and clear the request.
“The site is unavailable please try again later”
“The site is having technical issues, please try again later”
“The bank site is currently unavailable”
What all these errors have in common is the likelihood that the Ledgersync server and Bank server’s connection is being interrupted or is not connecting in the first place.
To solve: Try a manual refresh. (steps located above)
If you get this error message again report the error right away to Ledgersync to have our techs investigate and resolve the issue.
Other Errors- Missing Data Errors / Duplicates
Some errors are data errors and may not actually produce an error message.
Missing checks, missing transactions, missing statements.
Before contacting Ledgersync please verify that the missing data indeed exists on the bank site.
Duplicate data can be manually removed but if you find that it is occurring often please report the issue.
There are a few ways to best contact Ledgersync to let us know you have an issue that needs resolution, or if you are getting an error you aren’t sure how to resolve.
For any of these methods it is important that you include the following ALWAYS right away:
- Name of the client as they appear in your list
- Name of the bank with the issue (include sub account if it’s specific to one account.)
- The Error Message or the issue you are having
Report via Chat
You can leave us this information in our live-chat box whether we are online or offline.
Make sure you enter your name and email address or we will not be able to follow up with you if you don’t.
If we are online, by first providing the above information it will allow our service rep to pull up the data and be prepared to assist with a solution and save time.
If we are offline by providing all the data above our tech crew can start to fix the issue right away. Offline messages are immediately turned into support tickets and put into queue to be fixed.
Report via Email
Send the above information to [email protected] and it will automatically be put into the queue to be looked at and resolved.