Troubleshoot Advanced Revenue Summary GL Sync

Use this article to resolve common Advanced Revenue Summary GL Sync setup, configuration, and sync errors.

Report generation issues

The report shows an "Attention Needed" banner

One or more items used by transactions in the report period are missing an Income, Liability, or Asset account (or, for NetSuite-linked items, a NetSuite GL account specifically). Open each flagged item from the banner and add the missing account before re-running the report.

FX Restated Reporting can't be used

Advanced Revenue Summary requires Cumulative Translation Adjustment (CTA) to be enabled, with a CTA account configured in Account Settings, before you can run the report with FX Restated Reporting or a reporting currency. Enable CTA and set a CTA account, or switch the report back to Home currency. The report's Multi-Site option requires the same CTA prerequisite and stays disabled until CTA is enabled.

Configuration issues

GL Sync doesn't appear on the report

Confirm Advanced Revenue Summary GL Sync is enabled for your account. If you believe it should be available, contact your Customer Success Manager or Maxio Support.

You get a permission error creating or running a configuration

GL Sync actions require the Bookkeeping User permission. Admins have this automatically. Ask your account administrator to grant the Bookkeeping User role if you don't have it.

You're asked to confirm a duplicate configuration

Maxio found another active configuration already syncing the same report scope to the same destination. Review the listed match. If you intend to create a second configuration for the same scope and destination anyway, confirm to proceed; otherwise, use the existing configuration instead.

You're asked to confirm the first scheduled sync's scope

The first scheduled run for a new configuration would cover more than one period, since it has never completed a successful sync before. Confirm the scope in the configuration if that's expected, or run a manual sync first to narrow what the first scheduled run needs to cover.

A sync fails with a missing account error

The journal entry references an account that either doesn't exist in Maxio's chart of accounts, or exists but is missing the destination-specific ID (QuickBooks list ID, NetSuite ID, Xero account code, Intacct ID, or Rillet account code; see Supported General Ledgers for Advanced Revenue Summary GL Sync). Add the missing account or its destination ID, then retry.

A sync fails with an out-of-balance error

The consolidated journal entry's debits and credits don't match for the period. This points to an issue in the underlying report data or revenue recognition setup rather than the sync itself. Review the report's Consolidated Journal Entries section for the period before retrying.

Sync run issues

A sync fails immediately with a fingerprint mismatch

This safeguard blocks syncing from an environment that doesn't match your production account's fingerprint, for example a restored or cloned database pointed at a live general ledger. It isn't retryable from this environment; contact Maxio Support if you believe this is unexpected.

A sync fails because the period is closed

This can happen on either side:

• Closed in Maxio: the accounting period is at or before your latest Maxio closing date. Reopen the period in Maxio if you need to sync it.
• Closed in the general ledger: QuickBooks Online, Xero, and Rillet each detect a closed or locked period on their own side and refuse to update the journal entry. Reopen the period in the destination, or sync a different period. NetSuite and Sage Intacct don't have this detection today, so a closed-period rejection from either one surfaces as a generic sync failure instead.

A sync fails with a credentials or reconnect error

Your general ledger connection has expired or was revoked. Common message patterns: "credentials are missing or invalid" (NetSuite, Sage Intacct), "credentials have expired" (QuickBooks Online, Xero), or "is not enabled or configured" (Rillet). Reconnect the general ledger from its integration settings, then retry the sync.

A period shows as skipped instead of failed

A period skipped with "duplicate sync in progress" means another sync for the same configuration and period is already running. This is expected when a manual and scheduled sync overlap. A period skipped as "already synced" means Maxio found a prior successful sync with identical debit/credit totals and no errors, and intentionally didn't post it again. Neither case needs action.

The journal entry synced, but the attachment didn't

Check that your destination supports workpaper attachments at all. NetSuite, Xero, and Rillet don't (see Supported General Ledgers for Advanced Revenue Summary GL Sync), so the journal entry succeeds and the attachment step is simply skipped. On QuickBooks Online or Sage Intacct, an attachment failure after a successful journal entry sync is reported separately. Check the destination's attachment permissions and file size limits, then retry.

A run is stuck in progress

A run that stays queued or in progress far longer than expected, with no active sync lock, is automatically marked failed and flagged for recovery. This usually indicates a worker interruption rather than a data problem. Retry once it's marked failed.

Retry behavior

• Manual retries are available when a run failed, has retry attempts remaining, and its error is marked retryable. Non-retryable failures (like a missing account mapping or a fingerprint mismatch) need to be fixed at the source before you can sync again. Retrying without a fix returns the same result.
• Scheduled configurations retry automatically on transient failures (like a temporary provider issue), with increasing wait time between attempts, up to your configuration's retry limit. Once that limit is reached, Maxio stops retrying automatically and the run needs a manual retry or fix.
• A manual retry cancels any pending automatic retry for the same run, so you won't get a duplicate attempt from both at once.

Related information

For a conceptual overview of GL Sync's capabilities and limitations, see Understand Advanced Revenue Summary GL Sync.

To review the setup steps, see Set Up Advanced Revenue Summary GL Sync.