This guide outlines the most common fixes for issues with the SmartVault toolbar in QuickBooks Online. Work through these steps in order, from simple checks to deeper diagnostics, to resolve problems quickly.

No Toolbar Appearing

1. Check User Access
   • Confirm the customer has an active Client or User license in Salesforce.
   • Verify they have permission to the target folders under Applications in SmartVault.
2. Confirm Extension Installation
   • Look for the SmartVault icon (gray or mullberry) in their browser toolbar.
   • If it's missing, have them install or reinstall the extension.
3. Ensure the Extension is Connected/Authenticated
   • If the icon is gray, it isn't connected:
     • Have them sign in at qbo.intuit.com and refresh the page.
     • If it still stays gray, click the extension icon, open the setup page, and then refresh QBO again.
4. Revoke and Reauthorize
   • Instruct the user to go to my.smartvault.com > Settings > My Apps.
   • Click Revoke next to the SmartVault Browser Extension.
   • Return to QuickBooks Online and refresh to prompt a fresh sign-in.
5. Confirm Transaction Support
   • Remind them that some entries (like unsaved transactions) won't show the toolbar until saved.
   • Refer to the Supported Transactions for Document Attachments for the complete list.
6. Reinstall and Retest
   • Remove the extension, restart the browser, and reinstall.
   • If the problem persists, have them try MS Edge if they're on Chrome (or vice versa).
7. Collect Logs
   • Gather browser console logs and network traces for escalation.

Seeing a Red "X" Icon

1. Check User Access
   • The user's SmartVault permissions don't include the vault or folder.
   • Verify their access in Salesforce and grant rights if needed.
2. Invalid Realm / Company ID Mismatch
   • The QuickBooks file may belong to a closed or incorrect SmartVault account.
   • Ask the user for their QBO Company ID (found under the gear icon > Your Account > Company Info).
     Check this ID against Salesforce or your SQL database to confirm the correct realm.
3. Blocked Connectivity
   • Error: Getting transaction operations: this._impl.error is undefined.
   • Likely cause: a browser security plugin or antivirus blocking WebDAV.
   • Have the user disable any security extensions or temporarily disable antivirus to test.

Next Steps and Escalation

• If none of the above resolves the issue, escalate with:
  • Screenshots of the toolbar (or lack of it) in QBO.
  • The user's Company ID and browser logs.
• Document all steps taken in your ticket before escalating.