Question

Cannot print or view W-2 .

Forum|Forum|5 years ago
June 20, 2021
7 replies
33 views

Cannot print or view W-2 . Keep getting this error message:" Payroll Tax Center FAQ | Contact Us Your session has expired due to 30 minutes of inactivity. For security reasons, you must exit and re-enter the Payroll Tax Center through QuickBooks."

QuickBooks Desktop Payroll

LieraMarie_A

Level 8

Hi there, @EPN1.

Currently, we have an ongoing investigation (INV- 58366) about this error message when accessing W-2. Rest assured that our engineers are working diligently to get it resolved.

I recommend contacting our Customer Care Support team so that you can be added to the list of affected users. This way, you'll receive email updates of the investigation's status and be notified once it's been resolved. I've included the steps to contact support below.

Select QuickBooks Desktop Help from the Help menu.
Click Contact Us.
Type in a short description of your concern, then Continue.
Choose a way to connect with support.

Let me also share these articles for additional reference:

I appreciate your patience as we work through this. If you have any other concerns, please don't hesitate to drop a comment below. Take care.

BigRedConsulting

Level 15

@LieraMarie_A

RE: "Currently, we have an ongoing investigation (INV- 58366) about this error message when logging in to Payroll Tax Center"

What does that mean? I've used QuickBooks payroll for 20 years and never "logged into" the payroll tax center.

M

Mich_S

Level 5

Hello there, @BigRedConsulting.

Let me help you understand what the ongoing investigation is all about.

The investigation (INV- 58366) is only applicable to the QuickBooks Desktop Assisted Payroll account. For you to view W-2 forms, you'll have to log in to your account and enter your Payroll Pin.

Here's how you can do it:

Go to Employees, then select Payroll Center.
Open the File Forms tab.
Select View/Print Forms & W-2s.
Enter your Payroll Pin.
The default option is Intuit Print Service. Select the Change W-2 printing option link to change, then hit Self-Print.

For more details, please review this article: Does QuickBooks file and deliver my W-2s?.

You can reply to the thread if you have further questions. Have a nice day!

BigRedConsulting

Level 15

This is with QuickBooks desktop? (Seems like online as desktop doesn't sessions that time out.)

D

dsherman

I am having the same problem -- "your session has expired due to 30 minutes of inactivity". and I can't print W2 forms. Is there a resolution? I see others have posted same problem, weeks ago.

E

ElenaMiller

This issue is still not resolved. Is there any idea when the QB technicians might get this issue fixed? It's been going on for months.

Kristine Mae

Moderator

We want this fixed as much as you do, ElenaMiller. I'll share some information.

As of now, our engineers are still investigating the cause of the issue. Rest assured, though, that they're doing their best to come up with a fix as soon as possible.

While we're waiting for a resolution, I suggest reaching out to our payroll support. We're taking notes of the affected users. You can follow LieraMarie_A's steps so you can get in touch with us.

Once it's fixed, you can prepare and print the W-2 forms without issues.

We're around if you have other payroll concerns. Feel free to visit the Community any time. Take care!

B

Ben 6009

Got the same message today 9/15 Saw the info that the techs are working on the issue....that was on June 20th

H

hcopeland

What is the status of this issue? It has been over 3 months and still not resolved. This is something that needs to be corrected in order to provide W2's to employees as requested. They do not accept the fact that there is a problem with the system and I don't feel they should have to. This is a part of a service we pay for and the forms should be able to be accessed.

By the way, the first time I called about the issue, the agent was able to talk me through an "work around" and we were able to access w2 for employee. Unfortunately, I did not write down the steps because I thought and it was communicated to me that it was a temporary issue and was being resolved. The last time I called when still having the issue, the agent was unable to find the "work around".

AlcaeusF

Level 14

Thanks for joining this thread, @hcopeland.

I appreciate you contacting our Support team and the steps you've done to fix this. I'm here to share some information about the progress of the investigation.

As I've checked, the investigation is still in progress, and our product engineers are still working to fix this error as quickly as possible. If you're already been added to our notification list, an email notification will be sent to you once this has been resolved. I'll also inform you here when we get the update as well.

If you haven't yet, I suggest contacting them again so you'll be added. You can follow the steps shared by my colleagues above.

I'm also adding these articles for further guidance about managing your W2 forms in QuickBooks:

Please feel free to get in touch with me here for any additional questions. The Community always has your back.

B

Bookkeepingjunky

Oct 12, 2021 this is still an issue. They say they have an work-around - but still not fixed. This is the error message (attached)

T

tconway

I have been experiencing this same issue for months. Finally I was referred to this thread, and it appears there are many of us unable to View/Print W-2 forms due to this "time out" issue. Has anyone found a solution? Is Quickbooks actually working on this? Or is this a known issue for them that is too embedded to remove until the next software architecture is released? What a pain...

JessT

Moderator

Thanks for joining in on the thread, tconway.

I realized that you've been experiencing this for quite some time.

After checking, the ticket is still open at the moment, and yes, our engineers are working on this but cannot provide a turnaround time yet. However, we've also received reports that other users are still able to download their W-2s through this link: https://payrolltaxcenter.intuit.com/ptc/termLogin.faces.

If you haven't already, please contact our Assisted Payroll Support, so they can add your account to the list of affected users for immediate updates.

The Community team is always available if you need more help. Take care always.

M

Misael12

***WORKAROUND***

1. Open the Chrome browser (not Internet Explorer).

2. Paste in the following link*:

https://payrolltaxcenter.intuit.com/ptc/termLogin.faces

3. Log into the Payroll Tax Center with your EIN and PIN

4. Go to the desired year and view/print like you normally would do.

Note: The problem is two fold: (1) The Payroll Tax Center site is no longer compatible with the IE browser. (2) QuickBooks Desktop defaults to the IE browser and offers no browser preference option to change to a more secure and relevant browser such as Chrome.

*When on a session with QuickBooks Support, they provided this link as a workaround.

HEAD SCRATCHER: Intuit's revenue last year was 9.633 billion USD. It's beyond me why they would allow this problem to go on since at least June of 2021 (from what I can tell) and why they would not have released an update to allow use of another browser other than IE (which is extremely unsecure) and it's EOF is June 15, 2022 of this year. There is really no excuse.

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