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jonathan61
Level 1
posted
‎December 27, 2021 10:59 AM
last updated ‎December 26, 2021 3:59 PM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

QB support have been away for days now which is very unfortunate as the world continues to turn and staff need to be paid, even through the holidays.
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5 Comments 5
DebSheenD
QuickBooks Team
QuickBooks Team
‎December 27, 2021 07:52 PM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

Hi, jonathan61.


Thank you for dropping by here in the Community. I understand the importance of running payroll. I will make sure that you can Pay run smoothly.

It may be possible that the browser's stored cache is causing the issue with the syncing. Unusual behaviors can happen in QuickBooks, such as customer data not showing correctly on estimates and invoices. I suggest logging in to your account using a private browser or incognito. It doesn't use cache and will be a great way to isolate browser-related issues. 

Here are the browser short keys:
 

  • Mozilla Firefox or Microsoft Edge, press the CTRL + Shift + P
  • Safari, hit Command + Shift + N
  • Google Chrome press CTRL + Shift + N 


From there, perform the same steps and review the information reflected in the transaction. If it works, please clear your browser's cache to refresh the connection and ensure it functions efficiently.

If the issue persists, let's use another supported web engine to determine if the problem is program or browser-related.


In addition, I've added this article that'll help you on how to delete a pay run. 
 

Stay in touch with me if you have other questions about pay run. I'm always here ready to help. Have a great day!

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jonathan61
Level 1
‎December 28, 2021 11:36 AM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

Hi, I tried all of that already and tried again today with no luck.

I have used the up to date and current Microsoft edge in standard and in private and also clear the cache, then I tried Google Chrome in both standard and incognito, still no luck.

I cannot delete the pay run (to try to make a new one) as the run is not complete as soon as you click on it in "Pay runs" It just try's to run again and freezes.
It seems Quickbooks has a bug and will not allow the pay runs to go any further.
Please see the screenshot, this is where it freezes, only choice is to go back and nothing changes.

Please advise urgently as I need to pay my employees.

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IntuitSheila
Level 8
‎December 29, 2021 10:16 AM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

Welcome to the Community, jonathan61!

 

Appreciate you performing some basic troubleshooting steps to help isolate your situation when trying to delete a pay run. Have you tried to reboot your computer or use a different device computer/laptop too? If not, we'd recommend doing that option to isolate the unexpected behavior encountered.

 

Also, we'd recommend checking if your browser is updated with the latest version. QuickBooks Online and QuickBooks Online Payroll supports the following browser:

 

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Safari or newer (Mac)

Furthermore, we'd recommend checking the third party cookies on your browser. Here's how:

 

Google Chrome:

  1. Click on the 3 vertical dots on the top right corner
  2. Click on Settings, and click Advanced
  3. Click on Privacy and Security, and click on Content Settings.
  4. Click on Cookies, and turn off Block third party cookies.

 

Safari:

  1. Click on the Gear Icon.
  2. Click on Preferences, and click on Privacy
  3. Under Block Cookies, tick Never

 

You can also check the list of the system and browser requirements here: System requirements for QuickBooks Online, Accountant, Payroll, and QuickBooks Self-Employed.

 

You can reply to this post if you need more help with QuickBooks Online. I'm here to help you.

 

 

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sjo12997
Level 1
‎July 21, 2024 01:52 PM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

I have exactly the same issue.All remedies didnt work.Any other ideas

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IntuitSheila
Level 8
‎July 22, 2024 10:32 AM

Payrun stuck frozen ERROR: The pay run is taking longer than expected to complete its calculations. Any help would be appreciated as staff still need to be paid.

Hi sjo12997,

 

Thanks for posting in the Community!

 

I recommend contacting out Customer Care Team. That way, they can submit a request to unstuck your payroll file in QuickBooks Online. Since we are in a public space were unable to ask your details for security of the account.

 

To contact support:

 

  1. Click on the Help (?) icon QBO.
  2. Click on Assistant through Chat ot Talk to a human.
  3. Click on Contact Us and enter a short summary of your concern.
  4. Click on Continue.
  5. Choose Start a Chat or Call us.

 

Support Hours
Phone and Chat: Mon-Fri (8:30am-6:30pm) AET (Australian Eastern time)
Chat only: Sat-Sun (8am-8pm) AET (Australian Eastern time)

 

Post again in the Community if you have other payroll concerns. 

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