Overview
This page contains a list of troubleshooting articles related to the Xero Integration module.
If you cannot resolve your issue using these articles, please create a support request with our Customer Service Team detailing what hasn't worked as expected. Please ensure you list any errors received especially if it relates to data being pushed to Xero from Emersion.
Users of the Xero Integration: Please read our Critical Information article to understand fully how to work with Emersion and Xero with our integration. This article is essential to mitigate the risks of causing damage to your data, causing a costly repair by Emersion staff.
In the event that data is left in an undesirable state or damaged and the cause is deemed not to be a system fault, you will be charged for Emersion to repair your data. This includes any repair work arising from:
- a lack of adherence to the critical rules and warnings in these articles.
- not following explicit instructions that are contained on this Knowledge Base.
- performing any activity in Xero that Emersion staff have explicitly stated you must not do whilst seeking technical support from Emersion (e.g. during phone support, ticket responses and any other correspondence).
How To Troubleshoot
Have you checked the Xero Diagnostics page? Go to this page first.
You are then going to want to review the Xero Integration Errors screen in Cumulus to understand why invoices, credit notes, payments or payment allocations have not successfully pushed to Xero.
Some errors will relate to payments and payment allocations (The Xero Integration Errors page will list these as anUmbrella_LedgerJournal object)
Other errors will relate to invoices and credit notes (The Xero Integration Errors page will list these as anUmbrella_AccountInvoice object)- Depending on the error, you can browse the below articles to see if we have a recommended fix available
- As some errors may be unknown to Emersion, you may wish to seek further assistance directly from Xero themselves. We recommend Xero Central as a starting point.