SmartVault Toolbar does not display in QuickBooks

Symptoms

  • The SmartVault Toolbar does not display in QuickBooks company files that have been added to SmartVault.
  • You added a new QuickBooks company file to SmartVault, but the SmartVault Toolbar does not display in QuickBooks when you open the company file.
  • You upgraded your SmartVault Desktop software from version 3.0 or lower to version 3.1 or higher, and now you have one or both of the following issues:
    • The SmartVault Toolbar now does not display in QuickBooks when you open the QuickBooks company file.
    • When you add new QuickBooks company files to SmartVault, the SmartVault Toolbar does not display in QuickBooks when you open the company file.
  • You are working in a hosted environment, and when you add new QuickBooks company files to SmartVault, the SmartVault Toolbar does not display when you open the company file.
  • SmartVault displays the following error message: Error: This application has not accessed this QuickBooks company data file before. The QuickBooks administrator must grant an application permission to access a QuickBooks company data file for the first time. After closing this message, the QuickBooks company file opens and the SmartVault toolbar is gray or inactive.

Cause

This issue typically occurs due to one or more of the following reasons:

  • You have not installed the SmartVault Desktop software and added the QuickBooks company file to SmartVault. You must install the SmartVault Desktop software and add your QuickBooks company file to SmartVault before you can attach documents to QuickBooks entries using the SmartVault Toolbar.
  • You are not signed in to SmartVault. You must be signed in to SmartVault from the SmartVault Desktop software before you can attach documents to entries in QuickBooks company files using the SmartVault Toolbar.
  • There is a registration problem between SmartVault and QuickBooks.

    • In order for SmartVault and QuickBooks to communicate, QuickBooks requires that SmartVault write a specific file to the \ProgramFiles\Intuit\QBVersion\Components\RegisteredUI folder on your computer. However, if SmartVault does not have write permissions for this folder, SmartVault cannot write the file to the folder. If SmartVault cannot write the file to the folder, SmartVault cannot register with QuickBooks, and if SmartVault cannot register with QuickBooks, SmartVault cannot display the SmartVault Toolbar in QuickBooks.

  • SmartVault is correctly registered with QuickBooks, but there is a problem with the integration between SmartVault and the QuickBooks company file you are working with.

    • When you add a QuickBooks company file to SmartVault, QuickBooks prompts you to accept the SmartVault security certificate. Once you accept the SmartVault security certificate, the QuickBooks company file you are working with and SmartVault are integrated.

    However, there may be problems with integrating a QuickBooks company file with SmartVault in the following scenarios:

    • You are working in a non-hosted environment and you upgraded your SmartVault Desktop software from version 3.0 or lower to version 3.1 or higher.

      Due to a known issue with how QuickBooks works with VeriSign security certificates, QuickBooks has a problem with correctly recognizing updated security certificates, including the updated security certficate included in version 3.1 or higher of the SmartVault Desktop software. This issue prevents the SmartVault Toolbar from displaying correctly in QuickBooks until you perform the workaround specified in the Resolution section of this article.

    • You are working in a hosted environment and your hosting provider is running a version of the SmartVault Desktop software that has been upgraded from version 3.0 or lower to version 3.1 or higher. Due to a known issue with how QuickBooks works with VeriSign security certificates, QuickBooks has a problem with correctly recognizing updated security certificates, including the updated security certficate included in version 3.1 or higher of the SmartVault Desktop software. This issue prevents the SmartVault Toolbar from displaying correctly in QuickBooks until you perform the workaround specified in the Resolution section of this article.

      • SmartVault follows a well-established security best practice of digitally signing its software, including digitally signing the SmartVault Toolbar plug-in. This helps ensure that the software you use is safe and secure.

      Certificate authorities such as VeriSign issue security certificates that are valid for a maximum of two years. As a result, companies such as SmartVault who use security certificates must obtain new security certificates for their software every two years.

      Unfortunately, QuickBooks does not correctly recognize updated security certificates. This is a known issue that effects SmartVault and other Intuit software development partners. Unfortunately, the solution that many other software companies have adopted for this problem is to not digitally sign their software, which creates the potential for a virus or worm to enter QuickBooks. SmartVault is working with our hosting partners to escalate this issue with Intuit.

Resolution

To resolve this issue:

  • Verify that SmartVault Desktop software is installed on your computer.
  • Verify that the QuickBooks company file has been added to SmartVault.
  • Verify that you are signed in to SmartVault from the SmartVault Desktop software.
  • Verify that SmartVault is successfully registered with QuickBooks.
  • Verify that SmartVault is successfully integrated with QuickBooks.

Verify Installation of SmartVault Desktop Software

To verify that the SmartVault Desktop software is installed on your computer:

  1. On your computer, click Start > Programs > SmartVault.
  2. If you see a SmartVault program folder, SmartVault has been installed on your computer.

Verify QuickBooks Company File Has Been Added To SmartVault

To verify that the QuickBooks company file has been added to SmartVault:

  1. Sign in to the SmartVault portal.
  2. Browse to the vault that contains the QuickBooks company file and verify that the QuickBooks company file displays under VaultName\Applications\QuickBooks.
  3. If you do not see the name of the QuickBooks company file under VaultName\Applications\QuickBooks, the QuickBooks company file has not yet been added to the vault. Ask a SmartVault Administrator or Vault Manager to add the QuickBooks company file to SmartVault. If you do not know what vault the QuickBooks company file is stored in, contact a SmartVault Administrator for your account.

Verify You Are Signed In to SmartVault from the SmartVault Desktop Software.

To verify that you are signed in to SmartVault from the SmartVault Desktop software:

  1. On your computer, click Start > Programs > SmartVault > SmartVault Launchpad.
  2. If the Sign in to your SmartVault account link displays, you are not signed in. Click the Sign in to your SmartVault account link, specify your SmartVault user ID and password, and then click Sign In.

Verify SmartVault Is Successfully Registered with QuickBooks

To verify that SmartVault is correctly registered with QuickBooks:

If you use Microsoft Windows 7, complete the following steps:

  1. Run QuickBooks as local administrator by completing the following steps:
    1. Close QuickBooks.
    2. Exit SmartVault by right clicking on the SmartVault icon in the system tray on your computer and then clicking Exit.
    3. Right click on the QuickBooks shortcut on your desktop and select the Run as Administrator… option.
    4. Enter the administrator credentials if prompted, or click OK on the prompt that permits QuickBooks to bypass the UAC.
    5. Sign in to SmartVault when prompted.
    6. Verify that SmartVault is listed in the Company menu in QuickBooks.
  2. If the SmartVault toolbar does not display as active on the right of the QuickBooks Home page, temporarily disable UAC to minimum levels by completing the following steps:
    1. Click the Start button on your computer.
    2. In the Search programs and files field, type User Accounts.
    3. In the list under Control Panel, click Change User Account Control Settings.
    4. Note what the current setting is for the slider bar, and then slide the slider bar to the lowest value (towards Never notify) until the description Never notify me when displays.
    5. Click OK and then click Yes to make the change effective.
    6. Restart the computer and then open QuickBooks.
    7. Sign in to SmartVault when prompted.
    8. Verify that the SmartVault Toolbar displays on the right of the QuickBooks Home page and is active.
    9. Re-enable user account controls by repeating steps a-c, slide the slider bar back to the original setting that you noted in step d, and then click OK and Yes to make the change effective.

If you use Microsoft Windows Vista, complete the following steps:

  1. Run QuickBooks as local administrator by completing the following steps:
    1. Close QuickBooks.
    2. Exit SmartVault by right clicking on the SmartVault icon in the system tray on your computer and then clicking Exit.
    3. Right click on the QuickBooks shortcut on your desktop and select the Run as Administrator… option.
    4. Enter the administrator credentials if prompted, or click OK on the prompt that permits QuickBooks to bypass the UAC.
    5. Sign in to SmartVault when prompted.
    6. Verify that SmartVault is listed in the Company menu in QuickBooks.
  2. If the SmartVault toolbar does not display as active on the right of the QuickBooks Home page, run the SmartVault Vista QuickBooks fix by completing the following steps:
    1. Close QuickBooks.
    2. Exit SmartVault by right clicking on the SmartVault icon in the system tray on your computer and then clicking Exit.
    3. In Windows Explorer, browse to the \Program Files (or Program Files (x86) on a 64-bit computer)\SmartVault folder.
    4. Double-click the file Svault.Client.VistaFixQB.exe to run the file.
    5. If UAC is enabled, give permission to SmartVault to run the file.
    6. Within a few seconds, the message Your computer is now ready for use displays.
    7. Open QuickBooks.
    8. Sign in to SmartVault when prompted.
    9. Verify that the SmartVault Toolbar displays on the right of the QuickBooks Home page and is active.

If you use Microsoft Windows XP, complete the following steps:

  1. Run QuickBooks as a local administrator by completing the following steps:
    1. Close QuickBooks.
    2. Exit SmartVault by right-clicking on the SmartVault icon in the system tray on your computer and then clicking Exit.
    3. Right-click on the QuickBooks shortcut on your desktop and select the Run as Administrator… option.
    4. Enter the administrator credentials if prompted.
    5. Sign in to SmartVault when prompted.
    6. Verify that SmartVault is listed in the Company menu in QuickBooks.
  2. If the SmartVault toolbar does not display as active on the right of the QuickBooks Home page, uninstall and then reinstall SmartVault by completing the following steps:
    1. Close QuickBooks.
    2. Exit SmartVault by right-clicking on the SmartVault icon in the system tray on your computer and then clicking Exit.
    3. Click Start > Run and then type Control Panel.
    4. Open Add/Remove Programs.
    5. Select SmartVault, and then click Remove.
    6. Follow the wizard to uninstall SmartVault.
    7. Sign into the SmartVault web portal.
    8. Under Resources, click Download SmartVault Desktop.
    9. Follow the prompts to install SmartVault.
    10. Open QuickBooks and sign into SmartVault when prompted.
    11. Verify that the SmartVault Toolbar displays on the right of the QuickBooks Home page and is active.

Verify SmartVault Is Successfully Integrated with QuickBooks.

To verify SmartVault is successfully integrated with QuickBooks:

  1. Sign in to SmartVault from the SmartVault Desktop software by completing the following steps:
    1. Click Start > Programs > SmartVault > SmartVault Launchpad.
    2. If the Sign in to your SmartVault account link displays, you are not signed in.
    3. Specify your SmartVault user ID and password, and then click Sign In.
  2. Open the QuickBooks company file you want to add to SmartVault as an Admin in single-user mode by completing one of the following steps:
    1. If you are the only user for the QuickBooks company file, by default you are already in single-user mode and you are the Admin. Simply type the password for your QuickBooks company file, and then click OK.

      Your QuickBooks login screen should be similar to the following image.

    2. If your QuickBooks company file is used by more than one user, ensure that no other users are currently using the QuickBooks company file, and then in the User Name field, type Admin, and in the Password field, type the password for the Admin user, and then click OK.

      Note: If you do not know the password for the Admin user, contact the person who created the QuickBooks company file or refer to the QuickBooks help for more information about working with QuickBooks passwords.

      Your QuickBooks login screen should be similar to the following image.

  3. When you open the QuickBooks company file, a QuickBooks – Application Certificate dialog box displays, telling you that SmartVault is requesting access to the QuickBooks company file and asking you to accept the SmartVault security certificate. You must accept the SmartVault security certificate before you can add the QuickBooks company file to SmartVault. Also note that the security certificate displayed has a 2004 date.

    When the QuickBooks – Application Certificate dialog box displays, accept the first SmartVault 2004 certificate that displays by completing the following steps:

    1. Select Yes, always; allow access even if QuickBooks is not running.
    2. If your QuickBooks company file is used by more than one user, in the Login as field, select Admin from the drop-down list.
    3. Click Continue.

      4. The dialog box you see should be similar to the following image.

  4. In the Access Confirmation dialog box, click Done.

    5. The dialog box you see should be similar to the following image.

  5. Close the QuickBooks company file, and then open and close the QuickBooks company file two or three times, logging in as Admin each time you open the company file.

    6. Note: Opening and closing the QuickBooks company file three times seems to force QuickBooks to recognize updated security certificates.

  6. When the QuickBooks Application Certificate dialog box displays again, verify that correct, updated SmartVault 2009 security certificate now displays. The dialog box you see should be similar to the following image.

  7. Accept the security certificate by completing the following steps:
    1. Select Yes, always; allow access even if QuickBooks is not running.
    2. If your QuickBooks company file is used by more than one user, in the Login as field, select Admin from the drop-down list.
    3. Click Continue.
  8. When the Access Confirmation dialog box displays again, click Done.

    The dialog box you see should be similar to the following image:

  9. Wait until the Add Company to SmartVault dialog box displays.

    Note: It make take several seconds for the Add Company to SmartVault dialog box to display.
    The dialog box you see should be similar to the following image.

  10. Add the QuickBooks company file to one of your SmartVault vaults by completing the following steps:
    1. In the Add to Vault field, select the name of the vault you want to add the QuickBooks company file to from the drop-down list.

      2. If you have only one vault in your SmartVault portal, this vault will be selected for you by default.
      If you have more than one vault in your SmartVault portal, select the vault you want to add the QuickBooks company file to from the drop-down list.

    2. In the Folder name field, specify the name of the folder you want to add the QuickBooks company file to.

      3. Note: By default, the folder name is the name of the QuickBooks company file. If the folder name with the includes a period (.) character, an error message will display and the OK button on the dialog box will be inactive. This is because folder names cannot include a period (.) character. For example, if your QuickBooks company file name is Acme, Inc., the OK button on the dialog box will be inactive until you remove the period (.) character from the folder name. Once you remove the period (.) character from the folder name, the OK button on the dialog box will become active.

    3. Click OK.

      4. The SmartVault Toolbar should now display on the right side of your QuickBooks window, and your QuickBooks window should be similar to the following image:

      Following this procedure allows 95% of SmartVault users working in hosted environments to add their QuickBooks company file to SmartVault.

      However, there may be some cases where this procedure may not work due to other issues related to the QuickBooks company file.

  11. If the SmartVault Toolbar still does not display in the QuickBooks window, complete the following steps:
    1. In QuickBooks, on the Edit menu, click Preferences.
    2. In the left pane, click Integrated Applications.
    3. In the right pane, click the Company Preferences tab.

      The Company Preferences dialog box you see should be similar to the following image.

    4. Under Application Name, remove the first SmartVault entry by clicking SmartVault, then clicking Remove, and then clicking Yes.
    5. Under Application Name, remove the second SmartVault entry by clicking SmartVault, then clicking Remove, and then clicking Yes.

      Your screen should be similar to the following image.

    6. Click OK.
    7. Close QuickBooks.
    8. Sign out of SmartVault by right-clicking the SmartVault icon in the system tray area of your hosted desktop, and then clicking Sign Out.
    9. Repeat Steps 1 – 10 again.
  12. If the SmartVault Toolbar still does not display in QuickBooks, contact SmartVault Support for additional assistance.

Special Consideration for QuickBooks 2010 UK Edition

The SmartVault integration for QuickBooks is not presented for the new SmartVault VeriSign certificate and the SmartVault Toolbar is not displayed.

When the admin user logs into a QuickBooks company file that is not known to SmartVault, the SmartVault Toolbar is not displayed and the QuickBooks integration option is not presented for the new SmartVault VeriSign certificate.

To resolve this issue:

  1. Ensure you are not signed in to SmartVault from the SmartVault Desktop software and QuickBooks is closed.
  2. Open QuickBooks, and then open the company file.
  3. Accept the SmartVault integration certificate for QuickBooks.
  4. Sign in to the SmartVault from the SmartVault Desktop software by right-clicking the SmartVault icon in the system tray and then clicking Sign in.
  5. Close the QuickBooks company file and then re-open the QuickBooks company file from the File menu.
  6. Close QuickBooks and then re-open QuickBooks.
  7. Accept the second SmartVault integration certificate for QuickBooks.

Additional Information

If you have not recently upgraded the SmartVault Desktop software to a newer version and you have previously used the SmartVault Toolbar in the open QuickBooks company file to successfully attach documents to QuickBooks entries, but the SmartVault Toolbar is currently not displaying in the QuickBooks, it may be that the connection between QuickBooks and SmartVault may not be working temporarily. In this scenario, you may be able to restore the connection between SmartVault and QuickBooks by simply exiting out of SmartVault and QuickBooks and then restarting QuickBooks and singing back in to SmartVault.

To try and restore the connection between SmartVault and QuickBooks:

  1. Exit the SmartVault Desktop software by right-clicking on the SmartVault icon in the system tray and then clicking Exit.
  2. Close QuickBooks.
  3. Reopen QuickBooks.
  4. Sign back in to SmartVault

Knowledge Base ID

KB285

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