Self-Diagnose, Debug Logs and Logging a Case

Help & Troubleshooting in the configuration menu is the fastest route from "something's wrong" to either a fix or a well-formed support case.

Check the basics first

Before diagnosing a record, glance at the top of any configuration screen. Connection Status should read Connected and Licence Status ACTIVE; the Last Sync badge and Sync History on Home show whether runs are happening and completing. A connection that has dropped shows Reconnect needed and a red banner; see Records aren't syncing at all.

The Self Diagnosis Tool

The Self Diagnosis Tool diagnoses one invoice. Type the invoice number or reference, pick it from the results, and click Find Issues. It gathers every debug log entry for that invoice, matches each against TwoCanConnect's catalogue of known errors, and explains the problem and the steps to fix it in plain language.

It lives in two places: on the Help & Troubleshooting screen, and on the app's Home page beside Download All Logs for TCC Support.

Use it when a specific invoice hasn't reached Xero or shows a sync error. For anything broader, go to the Debug Log Viewer.

Logging a case: the five steps

If you can't resolve it, the screen walks through five steps. They exist because support can't see your org, and a case without them turns into a round-trip of questions.

Step 1 — Create a Diagnostic Snapshot. One click writes a summary of the org's sync health, data volumes and configuration into the debug log. Run it first; it gives support most of what they'd otherwise have to ask for.

Step 2 — Download or View Debug Logs. Open the Debug Log Viewer, or download the logs as a CSV to attach to the case. See Downloading and reading debug logs.

Step 3 — Grant Login Access. Grant it from an Administrator user plus any users experiencing the problem, to SOL Business Solutions Support, our parent company. It's time-limited and you can revoke it at any point. See Granting login access.

Step 4 — Make note of your Salesforce Org ID. The screen shows it. See Finding your Salesforce Org ID.

Step 5 — Log a Case. Use the case form; it has a field for the Org ID.

What makes a case fast to resolve

• The exact error text, rather than a paraphrase
• When it started, and what changed around then
• One affected record's ID, so support can trace it end to end
• Whether it affects every record or just some