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Lulu83
Level 1

Error message

Hi,

 

I am getting the following error message: - 

An unknown error occurred while publishing journals. Please try again later. If this problem persists, please contact Payroll Support

 

What am I doing wrong?

 

18 Comments 18
James_MasterofBooksthatareQuick
QuickBooks Team

Error message

Hi Lulu, can you try resetting your chart of accounts in Keypay? Check out this little video I've made for you here:

 

https://www.loom.com/share/63f05def42d64bc598681cfd68d813f5

Lulu83
Level 1

Error message

Thank you so much for the video, that was so cool.

However I got the following error messages. I really don't understand why everything has been fine until recently. 

What have I done/changed to make it not export journal to quickbooks. :-( 

Payroll setting.PNG Payroll setting 2.PNG

Anonymous
Not applicable

Error message

Hi there, Lulu83.

 

Let’s try running the process again on a private window to check if this has something to do with the browser. Here’s how:


a. For Chrome, press Ctrl + Shift + N.
b. For Internet Explorer or Firefox, press Ctrl + Shift + P.
c. For Safari, hold down Command + Shift + N. 


If it works fine, I’d recommend clearing your browser’s cache or use a different one. The overloaded files in your browser can sometimes cause unusual behaviors in the program. 
Though, if you continue to experience the error, I’d be best to reach out to our support team:

  1. Click Help at the top. 
  2. Select Contact us. 
  3. Give a brief explanation about your concern. 
  4. Click Let’s talk. 
  5. Select Get a callback. 

You’re always welcome to visit us again if you have other concerns about QuickBooks. 
 

Sassi
Level 1

Error message

Was this resolved?  I am experiencing the same error.

Kass_B - Product Champion
Content Creator

Error message

Hi Sassi,

 

May I please clarify, are you seeing the 'Harmony' error when trying to set up your payroll Chart of Accounts, and/or an error when exporting payroll journals to QuickBooks? If so, please reach out to us directly on 1800 046 038 so we can record this particular use case and resolve this. You can also contact us by:

 

  1. In your QuickBooks Online, click the Help menu in the upper-right corner.
  2. Select Contact us and enter the details of your concern.
  3. Click Let's talk and choose Chat or Get a callback.
  4. Enter the required information.

 

-Kass

Willy_mcc
Level 1

Error message

Hi 


I am receiving the same error. Can you please assist. 

Lucas - Product Champion
Content Creator

Error message

Hi Willy_mcc, 

 

This error is something that can only be resolved by contacting the support team using the above instructions. If you're able to contact them or schedule a callback at your convenience, the support team will be able to resolve that issue for you, as they will need to get an understanding of the specific company that is impacted and will be able to resolve the issue with you in real time. 

 

-Lucas

Sassi
Level 1

Error message

I went through speaking with support then they moved the conversation to emails. When I replied the emails continually bounced back stating the support ticket was closed. So basically no support. 

I’d really just prefer an explanation and solution is posted here. 

Rea_M
QuickBooks Team

Error message

I'm glad you entrusted the Community to provide the explanation and the solution of the error you encountered when publishing your journals, Sassi. Rest assured I'll be sharing the latest update about this issue so you can continue in managing your account in QuickBooks.

 

Right now, an investigation is created to identify why journals aren't exporting to QuickBooks after the Payrun has been finalized. I assure you that our payroll engineers are actively working to have a permanent fix as soon as possible.

 

In line with this, I suggest contacting our Customer Care team again. They can add your account to the list of affected users. This ensures you're in the loop about the investigation's status and its fix. You can provide the INV-44321 to our representative as your reference. Just go to the Help menu, select the Contact us button, then choose your preferred support method. For more details, visit this article: Contact the QuickBooks Online Customer Support team.

 

To effectively manage your payroll account, here are the complete list of articles that'll provide you the detailed information on how to perform a certain task: Payroll and STP for QuickBooks Online. It contains the Set up and manage JobKeeper, Matching payroll payments, and Create and lodge a pay event articles to name a few.

 

Please let me know if you have other concerns. I'm just around to help.

Wendy7812
Level 1

Error message

Hello

I'm experiencing the same issue and my accountant is having problem finalising BAS. any progress in investigation? As i would like to have my BAS finalised ASAP quick resolution will help. 

thanks

wendy

 

Kass_B - Product Champion
Content Creator

Error message

Hi Wendy7812,

 

The investigation into the root cause of this issue is ongoing, however if you could please contact our Support team directly they should be able to resolve the current error so you can export the journals successfully:

 

  1. In your QuickBooks Online, click the Help menu in the upper-right corner.
  2. Select Contact us and enter the details of your concern.
  3. Click Let's talk and choose Chat or Get a callback.
  4. Enter the required information.

 

-Kass

 

Wendy7812
Level 1

Error message

hello

i did call this morning and spent 45 mins on it and was unable to resolve anything

What do you suggest i do next??

thanks

Rebecca_A Product Champion
QuickBooks Team

Error message

Hi Wendy, 

 

I'm sorry to hear that. As we are not able to take any identification from you via the Community page can you please send us a private message on Facebook with your email address and a brief description of the issue?

Alternatively, if you would like a call-back from a representative or talk to us via Messaging, follow the steps below:Sign in to your QuickBooks Online company.
Select Help (?) at the top right.
Select Contact us.
Enter a brief description of the issue, then select Next.
Select Start a Chat or Get a Callback to connect to a live support team representative.
 

-Rebecca 

Wendy7812
Level 1

Error message

hello

can you please organise call back to [Removed]

theres no option for chat or call back

thanks

Wendy7812
Level 1

Error message

Can you please organise call back to [redacted]

thanks

 

Lucas - Product Champion
Content Creator

Error message

Hi Wendy7812,

 

Unfortunately we don't allow personal information to be posted on the Community page, so we're unable to contact you from here directly - if it would be easier for you, you can go to this contact page, select your account type and then select the relevant topic for your question. You will then be able to select the "Start a Message" option in the contact section below, and the support team will be able to assist you further. Alternatively, you are welcome to send us a private message on our Facebook page, or give us a call on 1800 114 837, and we will be happy to help resolve this with you. 

 

-Lucas

JenJoy
Level 1

Error message

I'm also having this problem. Started back in March and still isn't fixed.

Spent oven an hour on the phone to Ken at Quickbooks and still no idea. He was supposed to call me back and never did.

Spent another half hour on the phone to Jo who said I would get a response within 48 hours... still waiting.

Can we please have a fix please? Ken seemed to think it was a code issue and nothing to do with my actual account.

Please help. I just need an accurate profit and loss report.

 

Jen

RaymondJayO
Moderator

Error message

I understand the need to get this issue fixed promptly, @JenJoy. I'm here to share the updates about this, and how to take care of it. This way, you'll have an accurate Profit and Loss (P&L) report in QuickBooks Online (QBO).  

 

I've checked my resources about the investigation (INV-44321), and it's still in progress. I assure you that our payroll engineers are actively working to get this issue resolved timely.

 

I can see that you've previously contacted our support team. With this, please know you'll receive email updates about its status and fix. 

 

In the meantime, you can perform the two tasks below to help isolate the issue. 

  • Make sure that all default fields are entered for journals to be exported. Just go to the Payroll Settings tab. Then, complete the payroll chart of accounts
  • Ensure you're using QuickBooks to access employee data. That way, you'll be able to export your journals. 

 

Once resolved, I recommend customising your P&L report in the software. Doing so will help you get the specific details you need for your business. For more information, see Step 2 through this article: Customise Reports

 

Please know that you can count on me if you need anything else. Take care always, @JenJoy.

 

Thanks, 

 

Raymond