Error FYI-2160 "Could not assign Partner or Manager" in Practice Activity when synchronising clients

Issue

When synchronising Clients between Xero Practice Manager (XPM) and FYI, the following alert is displayed in Practice Activity:

• Could not assign Manager '(name)' to x clients, user is unable to be synced from XPM
• Could not assign Partner '(name)' to x clients, user is unable to be synced from XPM

Cause

The Partner or Manager assigned to the client could not be synced to FYI because that user no longer exists in XPM.

Solution

To resolve the issue, follow all the steps below:

Step 1 - Confirm the assigned user has been removed from XPM

To confirm that the user has been removed from XPM:

1. In XPM, navigate to the client.
2. Click Options - Edit details.
3. The Manager or Partner field/s will update to a blank value if the user has been removed. The user cannot be reselected.

Step 2 - Create a new user in XPM and run a manual staff sync in FYI

Create the user in XPM. Refer to Xero Help for more information.

Once the user has been created in XPM, an FYI Admin will need to run a manual "User" sync with FYI, to ensure the new user is created. Refer to Running a Manual Sync with Xero Practice Manager.

Step 3 - Reassign Clients to the new user in XPM

Edit the Client in XPM to re-select the user and trigger another sync to FYI. Refer to Xero Help for more information.

If clients or jobs need to be allocated to a new user, reassign them to the new user or to another user if the new user will not be created.

Step 4 - Sync the Updates to clients in FYI

Once the clients have been reassigned in XPM, the next sync with FYI will update the client details. Refer to Synchronising Clients, Staff, Jobs, Time, Tax Returns with Xero Practice Manager for more information on sync timings.

Note: An FYI Admin can run a manual sync, if preferred. Refer to Running a Manual Sync with Xero Practice Manager

If assistance is required to update all Clients in bulk within FYI, please contact our Support team.