Connector troubleshooting
What each message means and exactly what to do about it.
Messages from the connector
“Unable to reach Balancely. Check this computer’s internet connection and try again.”
Do this: Check that computer’s internet. If the network filters traffic, allow outbound HTTPS.
Nothing inbound is needed. The connector reconnects on its own — there is nothing to restart.
“TallyPrime is not open on this computer.”
Do this: Open TallyPrime and turn on connectivity: F1 → Connectivity → Both.
That setting is off by default.
“TallyPrime is waiting on a message box.”
Do this: Go to that computer and close the dialog.
Tally blocks everything until it is closed. Automations resume immediately.
“TallyPrime is open but not responding.”
Do this: Restart TallyPrime.
If it keeps happening, a large report or import is usually running inside Tally.
“This computer was connected somewhere else.”
Do this: Quit the copy of the connector you do not want.
It is running on two machines, or twice on one, with the same credential.
Messages in your workflow
| Your workflow says | Do this |
|---|---|
| The connector is not running | Turn on that computer and check the connector is in the system tray. |
| TallyPrime is not responding | Open TallyPrime and turn on connectivity (F1 → Connectivity → Both). |
| A different company is open | Open the bound company, or add a second connection for the other one. |
| A ledger or item does not exist | Check the spelling against TallyPrime, or create it first with Create Ledger. |
| Choose which godown | The company has several godowns, so each item line must name one. The message lists them. |
| No longer authorized | Reconnect the connection from your dashboard. |
| The connection is paused | Resume it in the connector: ··· → Connections → its menu → Resume. |
Checking the connection
Open the connection in your dashboard and use Check connection. It answers three things in the order that matters: is the computer connected, is TallyPrime responding, and is the right company open. It never writes anything, so it is always safe to run.
Moving to another computer
Run the connector on the new computer and connect again. Copying the old configuration across will not work — its credential is sealed to the old machine.
Removing the connector
- 1
Open Windows Settings, then Apps, then Installed apps.
- 2
Find Balancely Connector, open its menu and choose Uninstall.
- 3
Confirm. The connector stops, this computer is disconnected from Balancely, and its files, shortcuts and start-up entry are removed.
TallyPrime and your company data are not touched. If the computer is offline at the time, remove the connection from your dashboard afterwards.
Still stuck
Note the time the step ran (or its X-Request-Id) and get in touch. We can trace the exact request.
Something missing on this page? Tell us and we will fix it.