Need Help?
Welcome to our “Frequently Asked Questions” section for Smart Service, iFleet, and Routzy. In the article below, we’re discussing common questions and issues users may encounter when using our program. Remember, if you would like help with our products or would like someone to run through one of the fixes below with you, we have a team on standby waiting to help you. Give our support team a call at (888) 518-0818 and select option 2.
Screenshot an Issue for Later
Too busy to reach out to us at the moment? We understand! You can help us help you later if you take a screenshot of the problem you’re having in case we can’t get it to happen when you call us. The best way to do this is to take a screenshot or use the snipping tool, which comes standard on your PC.
Curious about the snipping tool? Check out this article from Microsoft to learn how to use this fantastic windows feature. You can email the snippet to us or show us when you call.
Errors & Warnings
Below are some common errors and warnings users may encounter when using Smart Service and a description for how to fix each one. If you’re getting an error that is not listed here, it’s likely something that should be discussed with our support team.
52 - Bad File Name or Number
Warning Text: (52) Bad file name or number
You might see this when: Creating an event on the calendar or opening a picture / document.
Recommended Solution: Make sure Smart Service is connected to your image directory (SSX Images) in Settings under the “Company” tab. You can find your SSX Images folder on your server. Make sure the full UNC path has been added to Smart Service and try to create your correspondence record or open your picture/document again.
(70) Permission denied
Warning Text: (70) Permission denied
You might see this when: Attempting to open a second copy of something; this could be a report, work order, or correspondence.
Recommended Solution: Find and close the first work order preview, report, or correspondence. Smart Service will attempt to close the previous item when you open a new one in the latest version.
(-1004) There was an error with the following list type
Warning Text: (-1004) Status: Code = 3260, Severity = Error, Message = Insufficient permission level to perform this action.
You might see this when: Logging into Smart Service, running any of the “Get” functions, such as the “Get Lists” function.
Recommended Solution: Your QuickBooks user profile does not have the permission required to view one of the list types. Running “Get Lists” will import all of the list you’re allowed, to view, and return this error for any lists it was not able to obtain. Our recommended QuickBooks permissions can be found here.
3120: The specified record does not exist in the list.
Warning Text: Status: Code = 3120, Severity = Error, Message = Object specified in the request cannot be found. QuickBooks error message: Invalid argument. The specified record does not exist in the list.
You might see this when: Opening a record that has been deleted from QuickBooks. Even if the record has been recreated and now exists in QuickBooks.
Recommended Solution: Remake the broken record. Smart Service and QuickBooks communicate customer data using the customer’s unique ID number, which is the long string you see displayed in the error. If a customer is deleted from QuickBooks, when they are remade, they get a new ID number that doesn’t match the original ID still in Smart Service. At that point, your only option is to create a new version of that customer, or if you have a new version already in QuickBooks, run a “Get Customers” to bring the new version into Smart Service.
(3180) Severity: Error
Warning Text: There was an error when saving an invoice. QuickBooks error message: The email address specified for this customer is invalid, and the transactions is marked ‘To be E-mailed’.
You might see this when: Posting an invoice to QuickBooks.
Recommended Solution: The email address on file for this job is invalid or missing. Either add an email address, fix the current email address, or change your invoicing preference by unchecking “To be Emailed” in the posting dialogue. If the email address you have on file for this customer has an unusual domain, please let us know so we can add that domain to our list.
(-999) Id: (no Id), Msg:SendEmail, BuildMsg
Warning Text: The specified string is not in the form required for an e-mail address.
You might see this when: Sending an email or text from Smart Service
Recommended Solution: Check your SMTP settings, email address, password, and port number inside of settings under “Set up Smart Service Add-ons” on the company tab. If you’re using Gmail, create an “App Password” using this link and insert the generated password into Smart Service instead of your regular email password. More information on setting up your email with Smart Service can be found in our article here.
Status: Code - 3181 Severity = Error, Message = Could not add ___ to the list "Customers"
Warning Text: Could not add [RecordName] to the list “Customers” because the list contains the maximum number of items. To find the list limits for your version of QuickBooks, search QuickBooks Help for “Maximum numbers of list items”.
Recommended Solution: Both QuickBooks Pro and QuickBooks Premier have a limit on the number of customers, names, items, etc. that can be added. This is out of the control of Smart Service and in the hands of Intuit. You can find the maximum number of records for your version here.
Alternatively, you can speak to the Help Desk about turning off Smart Service’s ability to send jobs to QuickBooks, but you will cross this limitation at some point, and upgrading to Enterprise is recommended as our first resolution. Do not attempt to resolve this issue by condensing your company file, as this will cause issues with Smart Service.
Frequently Asked Questions
Below are the questions commonly asked when getting into the full swing of things with Smart Service and iFleet. All of the questions below will be related to troubleshooting. If you have process specific questions, please review your training class videos and consult your Smart Service trainer for further help.
Below is a table of contents that outlines our frequently asked questions section. Please click on the link below or scroll to the desired section.
- After-hours Work / Emergency Service / On-call Tech
- Adding Your Logo
- Adding Your PDF to iFleet
- Duplicates in QuickBooks?
- iFleet GPS Isn’t Working
- Jobs Reappearing on iFleet Devices
- Making Backups
- Need Smart Service on Another Workstation?
- Scheduling from the Field / Working Remotely
- Technician Name Not Appearing on Invoice
After-hours Work / Emergency Service / On-call Tech
Smart Service functions as a centralized office dispatching service. This means that in order to receive new work orders in iFleet, Smart Service back in the office must schedule and dispatch the work order to that iFleet user.
We have options available for these situations, as what service company doesn’t have after-hours calls every now and then? With Smart Service, you can grant your technicians the ability to create a new customer, location, or job from the field. This feature was specifically added for after-hours work. If you want to set this up, check out our section on permissions here!
Adding Your Logo
When you’re starting out with Smart Service and iFleet, you can add your company’s logo to all customer-facing documentation. This is done separately in iFleet and Smart Service. Click the link below to learn how to add your logo to the appropriate product.
Adding Your PDF to iFleet
Got a custom PDF you’d like to add to iFleet? Check out our article on creating, integrating, and using your own custom documents in iFleet here. If you don’t know where to start with creating the PDF document you want, check out our webinar here on creating your own forms.
Duplicates in QuickBooks?
So, you may have noticed something odd going on in your QuickBooks Customer Center. New records are appearing in your customer list whenever you make a service call, right? This seems to be the case when you’re viewing the list in flat mode, QuickBooks’ default view.
If you set your customer list to hierarchical mode, you’ll notice that those records are part of your customer. Smart Service and QuickBooks refer to those records as “Jobs”, which are used to denote either locations or services. Smart Service uses this job feature to communicate effectively with QuickBooks. When you create a service call, Smart Service will create a job. When you close a service call, Smart Service will inactivate that job.
iFleet GPS Isn't Working
Not able to see your technician’s GPS tracks in Mobile Workforce? Most likely their device isn’t set to track their location. You can verify the user’s setting by following the directions in this video. These preferences are set up on the device side; if your company owns the device, you can lock the iFleet user out of altering the settings via your device’s parental controls.
Jobs Reappearing on iFleet Devices
Are your iFleet users completing a job, only to see it show back up again as something to do on their device? Most likely your office has caused job information to resend to the device by making modifications to the job back in the office, or reviewing but not posting the job to QuickBooks. You can learn more about what causes jobs to be resent to the device and how to prevent it by reading our article on resends here.
Making Backups
Every company should have a backup solution in place for when the unthinkable strikes. Those backups protect the life-blood of your business – your data. You can learn more about making backups for Smart Service here.
Need Smart Service on Another Workstation?
Need to install Smart Service on a new computer? First, verify that the new computer has access to log into QuickBooks and that the new user in question has login information. Once that process is complete, you can check out our article on setting up a new workstation here.
Scheduling from the Field / Working Remotely
If you’re spending most of your time in the field, working after-hours calls, or an office user that can’t make it in today, you should consider how you’ll use Smart Service when not in the office. While Smart Service must be installed on a PC with access to QuickBooks and server access, you’re not out of luck! There are several remote desktop solutions available for your use. These programs (many of them, free) allow you to connect to your PC from another device in another location.
These remote desktop solutions will allow you to access your computer and programs when the office doors are closed, but the user connecting to the office PC will still require a QuickBooks and Smart Service login, and the knowledge of scheduling and dispatching a job to themselves or the iFleet user requesting assistance.
Consider setting up Chrome Remote Desktop, Join.me, or one of the several other remote access solutions available online. Your company can also move your server machine to the cloud using companies like Infinitely Virtual or Trapp Technology. These services allow you to access your server PC (and thus, your programs) from anywhere and also generally offer nightly backups and customizable plans to fit your business.
Technician Name Not Appearing on Invoice
A common misconception is that the “Scheduled Technician” field translates to the “Sales Rep” field on the QuickBooks invoice once the job is posted. QuickBooks and Smart Service both share the “Sales Rep” field, which is intended for the sales rep who sold the job or will be receiving commission for the job. If that individual is also that technician, make sure to fill out the “Sales Rep” field on the general information tab of the job, in addition to scheduling the job to that technician.