These steps apply to any Accountlink product, including Accountlink for Quickbooks, Accountlink for Dynamics GP and Accountlink for Dynamics Nav.
Step 1: Access Sync Console in JX Web
This page is hidden from the Journyx interface. You can only access it by typing in the URL of the page exactly and using an account which has administrator rights. You will not be able to do this with your (accountlink)admin account, it must be done with another administrative login.
If you are on the sitemap page, change 'sysadm.pyc' to 'mspConsole.pyc?'. The capitalization is required. You will get a page like this
Step 2: Click "Show sync registrations and data"
This will pull up all sync files that have been made against this Journyx database. This can include Accountlink for Quickbooks, all of the different versions of Accountlink for Dynamics, as well as Projectlink. Your data will be different from what is shown.
Step 3: Find which Sync project is the one you care about
For the most part you will only have one record here. These are your sync "bucket(s)" which are affiliated with your specific desktop accounting software file and contain all of the records of your individual sessions. If you have multiple, you will need to use the Last Updated column to find the correct one. You will be looking for the File ID with the most recent "Last Updated" date. If the stuck session took place in early August, we would want to choose the session below
Step 4: Click the number under Total Syncs
Here you would click the "1305." Your number will be different. Do NOT select the checkbox highlighted in red, as that will remove the history of your previous syncs and cause your Accountlink process to sync those records/items over again as though it has never processed them prior. We only want to remove the individual stuck session in this "Bucket" which we can do by accessing the session history.
Step 5: Locate the sync session you need to remove
Here we will look for the specific problem session to delete it. In order to be considered a stuck session and "safe to delete" it MUST have the following characteristics:
- 0 Total Records Synched
- Status listed as "in progress"
- Most recent session listed in session history*
If the sync session contains records, the Accountlink process will re-sync the items/records it contains as it does not have a "receipt" for them being sync'd previously. If the status is listed as "in progress" and contains records, you risk causing issues with an ongoing sync process as well as causing record issues. In this scenario, there is only one record which fulfills all of these requirements, highlighted below
*If you run multiple types of syncs (ex: Time/Custom you may still be able to run additional syncs with a stuck session)
NOTE: There are almost no instances in which you would remove a sync session that contains records, and for any exception scenario you should not delete any sessions without explicit Support instruction. If you are having issues syncing items, or questions about if you are set to delete the correct stuck session, please reach out to the Support team.
Step 6: Delete the sync session
Check the box to the left of the sync session you want to delete
Then scroll to the bottom of the page and click "Delete session(s) and unsync record(s) IF AND ONLY IF you have ensured that you have selected only the stuck session for deletion
Making this selection will pull up a pop up message asking you if you would like to go through with removing the session. After you click OK here you will not be prompted again.
You should then receive a confirmation message indicating that the session has been deleted. Once the session has been deleted, go back to your desktop and close/re-open Accountlink and attempt another sync. If this sync also fails, don't hesitate to reach out to JX Support.