Connector troubleshooting
What each message means and what to do.
Messages from the connector
“Unable to reach Balancely. Check this computer’s internet connection and try again.”
Do this: Check the internet on that computer. If your network blocks traffic, allow outbound HTTPS.
No inbound access is needed. The connector reconnects on its own. You do not need to restart it.
“TallyPrime is not open on this computer.”
Do this: Open TallyPrime and the company. If it is open and still not answering, set Help (F1) > Settings > Connectivity > Client/Server configuration to Both, port 9000.
The connector can only pass on entries while TallyPrime is open.
“TallyPrime is waiting on a message box.”
Do this: Go to that computer and close the dialog.
TallyPrime stops all work until it is closed. Automations then start again at once.
“TallyPrime is open but not responding.”
Do this: Restart TallyPrime.
If it keeps happening, a large report or import is usually open in TallyPrime.
“This computer was connected somewhere else.”
Do this: Quit the copy of the connector you do not want.
It is open on two computers, or twice on one, with the same key.
Messages in your workflow
| Your workflow says | Do this |
|---|---|
| The connector is not running | Turn on that computer. Check that the connector is in the system tray. |
| TallyPrime is not responding | Open TallyPrime and turn on connectivity (Help (F1) → Settings → Connectivity → Client/Server configuration, acting as Both). |
| A different company is open | Open the company this connection is for. Or add a second connection for the other one. |
| A ledger or item does not exist | Check the spelling in TallyPrime. Or create it first: with Create Ledger in your workflow, or on the Ledgers & Parties page under Accounts. |
| Choose which godown | The company has more than one godown. Choose one for each item line. 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 click Check connection. It checks three things in order: is the computer connected, is TallyPrime answering, and is the right company open. It never changes anything, so it is always safe to use.
Moving to another computer
Install the connector on the new computer and pair again. Copying the old settings will not work. Its key is locked to the old computer.
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.
Messages and what to do
Each heading is the message as the connector or Balancely shows it. Find yours, or search every message on Fix a problem.
“The connector isn't running on OFFICE-PC. Open it, wait for "Connected", then try again.”
Where you see it: The result card of an entry and its row in Accounts > Activity History; the Company bar on every Accounts page (Connector not running); the Connections page; the bell and the owner’s email.
Balancely cannot reach the connector on the computer where TallyPrime is installed. That computer is off, asleep or offline, or the connector was closed. Nothing was saved in TallyPrime. Saving it again cannot make a second entry. An entry from a form fails at once. Imported rows wait and save on their own when the connector is back.
- 1
Go to the computer where TallyPrime is installed. Make sure it is switched on, awake and on the internet.
- 2
Find Balancely Connector in the system tray near the clock. Or open it from the Start menu.
- 3
Wait until its window shows Connected.
- 4
In Balancely, click Check again on the Company bar, or Check connection on the connection’s page.
- 5
Save the entry again. Use Fix and retry on the result card, or Fix & retry in Activity History.
It worked when: The Company bar shows Ready, and the entry shows Saved with its number.
Next time: Keep Start with Windows on in the connector’s ··· menu. Do not let that computer sleep in working hours. See keeping it running.
“TallyPrime is not open on OFFICE-PC. Start TallyPrime, open your company, and try again.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (TallyPrime not open); the Connections page and its check result; the bell.
The connector is on, but TallyPrime is closed on that computer. Is TallyPrime open, and does the Company bar say TallyPrime not answering? See TallyPrime isn’t responding below. Nothing was saved in TallyPrime.
- 1
On that computer, start TallyPrime.
- 2
Open the company this connection is for. Press F3 in TallyPrime to choose the company.
- 3
In Balancely, click Check again on the Company bar.
- 4
Save the entry again with Fix and retry, or Fix & retry in Activity History.
It worked when: The Company bar shows Ready.
Next time: Keep TallyPrime open with the company loaded whenever your team works in Balancely.
“TallyPrime isn't responding on OFFICE-PC. Open TallyPrime there, then in F1 (Help) > Settings > Connectivity > Client/Server configuration, set "TallyPrime is acting as" to Both and the port to 9000.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (TallyPrime not answering); the Connections page.
TallyPrime is open, but it does not answer the connector. Most often its connectivity is not set to Both, or its port is not 9000. The connector only talks to TallyPrime on port 9000. This often happens on first setup. It also happens after TallyPrime is updated or installed again. Nothing was saved in TallyPrime.
- 1
In TallyPrime, press F1 (Help) and open Settings > Connectivity > Client/Server configuration.
- 2
Set TallyPrime is acting as to Both.
- 3
Set the Port to 9000, then save with Ctrl+A.
- 4
If it still does not answer, close TallyPrime, open it again and open the company.
- 5
In Balancely, click Check again, then Fix and retry.
It worked when: The Company bar shows Ready.
Next time: After every TallyPrime update or reinstall, check this setting again. See turning on TallyPrime connectivity.
“No company is open in TallyPrime. Open "Sharma Traders" and try again.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (Company not open); the Connections page; the bell.
TallyPrime is open on that computer, but no company is loaded in it. Nothing was saved in TallyPrime.
- 1
In TallyPrime, press F3 and open the company named in the message.
- 2
In Balancely, click Check again on the Company bar.
- 3
Save the entry again with Fix and retry, or Fix & retry in Activity History.
It worked when: The Company bar shows Ready.
“A different company is open in TallyPrime. This connection is for "Sharma Traders", but "Sharma Traders 2025-26" is open. Open "Sharma Traders" in TallyPrime, then try again. If the company was renamed in TallyPrime, reconnect this connection and choose it by its new name.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (Company not open); the Connections page.
Each connection is tied to one company by its name. The company open in TallyPrime has another name, so Balancely saves nothing in it. This also happens after the company is renamed in TallyPrime. Nothing was saved in any company.
- 1
In TallyPrime, press F3 and open the company this connection is for. The other company can stay open beside it.
- 2
In Balancely, click Check again, then Fix and retry.
- 3
Did you rename the company in TallyPrime? Then pair again. Open Connections and choose Reconnect on the connection. In the connector, get a code from ··· > New pairing code. Choose the company by its new name.
- 4
To save in the other company instead, choose it in the Company bar. Or add a second connection for it.
It worked when: The Company bar shows Ready.
Next time: Rename a company in TallyPrime only when you are ready to pair it again. See one connection, one company.
“TallyPrime cannot be reached right now. Open the Balancely Connector and TallyPrime on that computer. Then check again.”
Where you see it: Business Reports and its reports, and the name lists (party, ledger, item) on Accounts forms.
Balancely cannot reach TallyPrime for this company right now. So reports and name lists cannot load. A list can also fail for another reason, such as a paused connection or the wrong company. Then the list shows that reason after No list from TallyPrime. Nothing was changed in TallyPrime.
- 1
Look at the Company bar and fix what it says: the connector, TallyPrime or the company.
- 2
Click Check again on the Company bar, or Check connection on the report.
- 3
Open the report or the list again.
- 4
Meanwhile, you can still use the form. Enter names by hand, exactly as they are in TallyPrime.
It worked when: The list shows names from TallyPrime again.
“No company is open in TallyPrime on OFFICE-PC. Open your company there. Then, in the connector, open ··· and choose New pairing code, click Back here and type the new code. The code you typed is used up.”
Where you see it: The pairing window (Finish setting up or Reconnect TallyPrime), after the code is accepted. Connect this company stays greyed out.
When the code was used, TallyPrime had no company open. Or it was closed, starting, waiting on a message box or not reachable. The title and first line say which. The code is now used up. It will not work again. Nothing was changed in TallyPrime or in Balancely.
- 1
On that computer, open TallyPrime and the company. Check that F1 (Help) > Settings > Connectivity > Client/Server configuration is set to Both.
- 2
In the connector, open ··· and choose New pairing code.
- 3
In the pairing window, click Back and enter the new code.
- 4
Choose the company and click Connect this company.
It worked when: The pairing window lists your company and Connect this company can be clicked.
Next time: Open TallyPrime and the company before you enter the pairing code.
“TallyPrime is still starting on OFFICE-PC. Give it a moment to open your company, then try again.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (TallyPrime starting); the Connections page.
TallyPrime was just opened. It is still loading. Nothing was saved in TallyPrime.
- 1
Wait about a minute, until TallyPrime has opened and the company is loaded.
- 2
In Balancely, click Check again.
- 3
Save the entry again with Fix and retry.
It worked when: The Company bar shows Ready.
“TallyPrime is waiting on a dialog box on OFFICE-PC. Someone at that computer needs to close it before anything more can be saved.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (Message box in TallyPrime); the Connections page.
A message or error box is open on TallyPrime’s screen. TallyPrime answers nothing else until it is closed. Usually nothing reached TallyPrime. If the box appeared while the entry was saving, look in Day Book first. Fix and retry is safe either way. It saves the same entry, so it is never added twice.
- 1
Go to the computer where TallyPrime is installed and read the message on its screen.
- 2
Close it with Enter, Esc or its button.
- 3
In Balancely, click Check again.
- 4
Save the entry again with Fix and retry.
It worked when: The Company bar shows Ready.
“TallyPrime has stopped responding on OFFICE-PC. It may need to be restarted.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (TallyPrime not responding); the Connections page.
Windows shows TallyPrime as not responding. This often happens during a large report, import, backup or data repair in TallyPrime. Usually nothing reached TallyPrime. If TallyPrime hung while the entry was saving, look in Day Book first. Fix and retry is safe either way. It saves the same entry, so it is never added twice.
- 1
Wait a minute or two for TallyPrime to finish what it is doing.
- 2
If it stays stuck, close TallyPrime normally. Only if it will not close, end it from Task Manager.
- 3
Open TallyPrime and the company again.
- 4
In Balancely, click Check again, then Fix and retry.
It worked when: The Company bar shows Ready.
Next time: Do TallyPrime backups and data repair when nobody is saving from Balancely.
“This TallyPrime connection is paused in the connector until 31 Oct, 6:00 pm IST. Resume it there, or wait, then try again.”
Where you see it: The result card of an entry, its row in Activity History, and reports and lists; the Company bar (Paused) and the Paused badge on the Connections page.
Someone chose Pause for this connection in the connector on the TallyPrime computer. While it is paused, every entry is refused. Nothing was saved in TallyPrime. Imported rows that meet a pause fail; they do not wait.
- 1
On the TallyPrime computer, open the connector, open ··· and choose Connections.
- 2
Open the menu on this connection and choose Resume. Or wait until the pause time has passed.
- 3
Save the entry again with Fix and retry. For an import, choose Save failed entries again on the import.
It worked when: The Paused badge is gone from the Connections page.
Next time: See pausing a connection before you pause one, so the team knows entries will fail meanwhile.
“Too many entries and reports are waiting on TallyPrime on OFFICE-PC at once. Nothing was saved. Wait a minute and try again.”
Where you see it: The result card of an entry and its row in Activity History; reports and lists.
Too much was asked of TallyPrime on that computer at once. For example, a large import, heavy reports and several people at the same time. Nothing was saved in TallyPrime.
- 1
Wait a minute.
- 2
Save the entry again with Fix and retry.
- 3
If it keeps happening, let a large import finish first. Then open heavy reports, such as ledger statements or ageing.
Next time: Do large imports when fewer people are working in that company.
“TallyPrime took too long to respond, so we couldn't confirm whether this was saved. Save it again with the same details. It will not be added twice.”
Where you see it: The result card This sales invoice could not be confirmed (or receipt, payment and so on), and the entry in Activity History marked Not confirmed.
The entry went to TallyPrime, but TallyPrime did not answer in time. The entry may or may not be in TallyPrime. It may be in TallyPrime. Saving it again with Fix and retry is safe. It goes as the same entry, so it is never added twice.
- 1
Open Day Book in TallyPrime for the entry’s date and see whether it is there.
- 2
Either way, choose Fix and retry on the result card, or Fix & retry in Activity History. Save without changing anything.
- 3
Do not use Start over or enter it again as a new entry. That can add a second voucher.
- 4
Is the entry from a GSTR-1, bank statement or GSTR-2B import? Open view import in Activity History. Then choose Save failed entries again.
- 5
If it keeps happening, close large reports or imports in TallyPrime. Then try again.
It worked when: Activity History shows Saved with a number, and Day Book has the voucher once.
Next time: Avoid heavy reports and big imports in TallyPrime while people are saving entries.
A report or list says “TallyPrime took too long to respond”
Where you see it: Business Reports and its reports, a ledger statement, or a name list on a form.
TallyPrime took too long to read the report. A report does not save anything, so nothing was being saved. Nothing was changed in TallyPrime.
- 1
Choose a shorter period, or one ledger or party.
- 2
Make sure nobody has a heavy report or an import open in TallyPrime now.
- 3
Choose Try again, or open the report again.
“The connector is not running, or TallyPrime is closed on that computer.”
Where you see it: The Company bar (Not reachable or Not checked yet) and the Connections page.
Balancely has no exact reason yet: it has not checked this company, or the last check failed without saying why. Nothing was changed in TallyPrime.
- 1
Click Check again on the Company bar, or Check on the Connections page.
- 2
Read the new message. It names the exact problem.
- 3
Find that message on this page and follow its steps.
It worked when: The Company bar shows Ready.
“This TallyPrime connection is no longer authorized. Reconnect it from your dashboard.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (Needs reconnecting); the Connections page.
Balancely’s permission to reach TallyPrime through this connection was withdrawn. The connection was removed or the computer disconnected in the connector, or the connector was uninstalled. Only the owner or an admin can reconnect. Nothing was saved in TallyPrime.
- 1
On the TallyPrime computer, open the connector. If it shows a pairing code, note it. If it shows Connect this computer, click it. If it shows Connected, open ··· and choose New pairing code.
- 2
In Balancely, open Connections, open the connection and choose Reconnect.
- 3
Enter the 6-character code within five minutes.
- 4
Choose the same company and click Connect this company.
- 5
Save the failed entries again from Accounts > Activity History.
It worked when: The connection shows as active and the Company bar shows Ready.
“The TallyPrime connection "Sharma Traders" has not finished connecting yet. Open it in your dashboard and complete the setup.”
Where you see it: The Connections page and its check result; the Company bar (Setup unfinished); the result card if an entry was tried.
Pairing was started but not completed, so Balancely cannot reach TallyPrime for this company yet. On the Connections page the button is called Finish setup. Nothing was saved in TallyPrime.
- 1
Open Connections and choose Finish setup on the connection.
- 2
On the TallyPrime computer, read the 6-character code in the connector. Enter it within five minutes.
- 3
Choose the company and click Connect this company.
It worked when: The Setup unfinished badge is gone.
“That pairing code has already been used. Open the connector for a new one.”
Where you see it: The pairing window, in red under the code boxes.
A pairing code works once, for five minutes, and a newer code replaces any older one. This code was used already, has expired, or was entered wrongly. Nothing was changed.
- 1
In the connector, click New code on its pairing screen, or open ··· and choose New pairing code.
- 2
Enter the new 6 characters within five minutes.
- 3
Read the code from the connector on this company’s TallyPrime computer.
It worked when: The pairing window moves on to choosing the company.
“The Balancely Connector signed in from another computer or session. If this wasn't you, disconnect this connection.”
Where you see it: The connection page’s health history in Balancely, and the connector window.
A second copy of the connector, with the same sign-in, took over from the first. It is usually another Windows user on the same computer. Or a copy on another computer. Nothing was changed in TallyPrime.
- 1
Quit the copy you do not want: right-click its tray icon and choose Quit.
- 2
Keep the connector open on the computer where TallyPrime is used.
- 3
Do not know the other copy? Open Connections and choose Disconnect on the connection. Then pair again from the right computer.
“The TallyPrime connection "Sharma Traders" was disconnected. Reconnect it from your dashboard.”
Where you see it: The result card of an entry and its row in Activity History; the Company bar (Disconnected); the Connections page.
Someone chose Disconnect on this connection. That also took away every application’s access to it. Only the owner or an admin can connect it again. Nothing was saved in TallyPrime.
- 1
Open Connections, open the connection and choose Reconnect.
- 2
In the connector on the TallyPrime computer, open ··· and choose New pairing code. Enter that code in Balancely.
- 3
Choose the company and click Connect this company.
- 4
Did an automation tool use this connection? Open the Applications page. Give each application access to this connection again. Then sign in again in that tool.
It worked when: The connection shows as active and the Company bar shows Ready.
“This setup expired. Start connecting again.”
Where you see it: The pairing window, when you click Connect this company.
The pairing window was open for more than 30 minutes. Or the company you chose was closed in TallyPrime before you clicked Connect this company. Nothing was changed.
- 1
Close the pairing window.
- 2
Choose Finish setup or Reconnect on the connection again.
- 3
In the connector, get a New pairing code and enter it.
- 4
Keep the company open in TallyPrime until you have clicked Connect this company.
“Too many pairing attempts. Wait a few minutes and try again.”
Where you see it: The pairing window.
Too many codes were tried from your Balancely sign-in in a short time. Pairing is held for a few minutes. Nothing was changed.
- 1
Wait 10 minutes.
- 2
In the connector, get a New pairing code.
- 3
Enter it carefully, once.
“TallyPrime has been asked for a lot from your account in the last minute. Wait a moment and try again.”
Where you see it: Business Reports and its reports, the GSTR-1 Reconciliation, and name lists (a list shows No list from TallyPrime with this message).
Your team asked TallyPrime for a lot in a short time. Nothing was changed in TallyPrime.
- 1
Wait a minute, then open the report again.
- 2
Close report tabs you are not using.
- 3
Ask the team not to refresh big reports all at the same time.
“Too many requests from this network. Try again in a minute.”
Where you see it: Any page, as a red message or a short notice.
Too much came from one internet connection in a short time. Everyone in an office on the same internet connection counts together. Nothing was changed.
- 1
Wait a minute and try again.
- 2
If the whole office sees it again and again, tell us with the time.
“We couldn't reach the TallyPrime connection "Sharma Traders" just now. Try again in a minute.”
Where you see it: The result card of an entry and its row in Activity History.
There was a short problem on our side. Your computer and TallyPrime are fine. Nothing was saved in TallyPrime. Imported rows wait and go on their own.
- 1
Wait a minute.
- 2
Save the entry again with Fix and retry.
- 3
If it keeps happening for more than a few minutes, tell us.
“Something went wrong on our side, not on your computer. Try again in a moment.”
Where you see it: The result card of an entry and its row in Activity History; reports; the check result; the pairing window.
There was a short problem on our side. It is not TallyPrime on your computer. If this came while saving an entry, the entry may be in TallyPrime. Fix and retry is safe. It saves the same entry, so it is never added twice.
- 1
Wait a minute.
- 2
For an entry, look in Day Book in TallyPrime, then choose Fix and retry.
- 3
For a report, choose Try again.
- 4
If it continues, tell us with the time it happened.
“TallyPrime's answer was too large to carry back in one go. Narrow the date range, or ask for one ledger, party or number.”
Where you see it: Business Reports reports, a ledger statement, or a list.
TallyPrime’s answer for this report or list was too large to show at once. Nothing is wrong with your data. Nothing was changed in TallyPrime.
- 1
Choose a shorter period, such as one month or one quarter.
- 2
Or choose one ledger or party instead of all of them.
- 3
Open the report again.
“Your companies could not be loaded”
Where you see it: The top of every Accounts page, with a Try again button.
Your browser could not reach Balancely. It is about the internet on the computer you are using now, not the TallyPrime computer. Nothing was changed.
- 1
Check the internet on the computer you are using.
- 2
Click Try again.
- 3
If that does not help, reload the page.
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