Question

Payroll initial setup error- Investigation Inv-65246

Forum|Forum|4 years ago
January 7, 2022
2 replies
2 views

I migrated from QBDT 2022 to QBO in mid November, and have never been able to complete the payroll setup. In employees page, there is a green setup button at the top right. When i click that, i get a spinning wheel for a bit, then an error that says-

Sorry, we have encountered a problem!

Something went wrong. Please try again.

I have spent hours and hours with support, tried multiple browsers, multiple computers, incognito/ inprivate, etc. etc. Even a couple screenshares with no solutions.

On December 8 I got this email-

Dear Douglas Penner,

Good news, the investigation QBOP: Setup Error "Sorry, we have encountered a problem! Something went wrong. Please Try Again." Payroll is Active and Paid. has been resolved for QuickBooks Online Payroll. If you are still experiencing this unexpected behavior, we would ask you to reach out to your online support team for further assistance.

Thank you for being patient with us while we worked to resolve this issue for you!

This is in reference to support contact Case Number **********

However... the problem still exists same as before. I called support immediately to tell them that and they opened another investigation- Inv-65246. I have called many times since and the answer is always the same- in progress, I will escalate it to the back end team.

I could scream, cry, get violent, or all 3!

Any advice???

QuickBooks Online

Jen_D

Level 8

Thanks for sharing all the information about the concern and your feedback about the support, Doug.

Not being able to get the support you need can be a deal breaker, most especially if you have other tasks. It is our main goal to ensure all our customers concerns are addressed.

I've reviewed the investigation number, and at this time, it is still pending. Our engineers did not share the estimated turnaround time of the fix to be released.

Please know that this forum is designed to answer General QuickBooks concerns. Since your concern has been escalated, we really need to let you work with our customer/technical service people for updates. Also, if you were added to the notification list, you can get email updates from out team.

Only our technical support can view your previous contact history and check on the details of what you have talked about with the previous agents. Note that all calls are directed to the Tier 1 support, so once you get a hold of a live representative, you can request for a supervisor onset of the call.

They can look for a higher support to help you further with your technical concern. You can provide the case numbers of your previous calls to help them track the issue. Here's how to contact them:

Go to the (?) Help menu, then select the Search tab.
At the bottom, select Contact us.
Enter your concern in the What can we help you with? box.
On the next screen, scroll down to the Choose a way to connect with us section.
Choose Chat with us to initiate a discussion with a live agent.

We appreciate your continued patience while the resolution is still being worked on. Please come back here anytime for other program concerns. I'll be right here if you need other help.

D

Doug PennerAuthor

You are just like all the other QBO people I have talked to, absolutely no help at all.

"We appreciate your continued patience while the resolution is still being worked on"

Why do you people make comments like this? I have no patience left for you to appreciate!

I already talked to a supervisor which was no better than tier 1 support, they said there was no way of knowing how long it will take. I wish i could talk to someone with the actual authority and knowledge to answer some questions-

Will the problem ever get fixed? (it hasn't for almost 2 months now)
Will the solution to the problem be to start a new company file and I will have to enter all the data over again manually (on my time of course) >:( If this is the case I may as well start now before entering any more data into a corrupt file!
Can i rest assured that even though i have been lied to about 'the problem being fixed soon' a bunch of times already, it actually will get fixed soon? Clarification - my definition of soon is not 6 months!!!

It must be cool to be one of our engineers, since nobody can contact them they are never under any pressure, they can goof around on whatever it is they like to do and don't have to fix anything if they don't want to.

Very frustrating from this end of the stick!

D

Doug PennerAuthor

That's great. Unfortunately that same thing is not working for us. Is there anything else that might have got this to work for you?

I'll give you the 'highlights' of our journey-

Beginning Nov- upgraded from QBDT 2021 to 2022

Noticed that QB Time web connector was broken, called support, they gave the line- engineers are working on it blah blah blah

We were planning to switch to QBO first of the year anyway so migrated then (should have gone back to DT 2021) QB time connection worked with QBO.

Agent added payroll to subscription before migration. I THINK THIS WAS WHAT TRIGGERED THE GLITCH, because the other companies I set up at that time that didn't need payroll have the payroll setup function available.

Tried to run payroll but got the error. Called support, they gave the same line- engineers are working on it blah blah blah. (At this point i should have set up a new company/ got payroll going/ migrated from DT again/ then manually re-entered all transactions from last couple weeks and would have been good.)

Wait, wait, wait, call support, plead with support, berate support, yell at support, ask for supervisors, etc, etc.

Received a couple emails saying problem fixed, but problem was not fixed. Call support again...

Was given a couple workaround links that did nothing

Jan 26 got a call from a supervisor, she asked me to submit screenshots of the error and add QBO engineers as an admin user on my account. I hardly was comfortable with this regarding security and safety but didn't feel like i had a choice, so I did it.

That week i tried setting up a new QBO company, setting up payroll, then using Rewind Backup/ Copy to transfer all data from old to new. 4000 transactions didn't copy because of errors making that a fail.

Feb 3 saw the message from QLD that his was working, logged in with Chrome/ incognito, and what do you know, payroll works! I did nothing different than i had been doing for months.

A couple things i have learned through this-

1- Don't believe QBO support when they say 'soon'.

2- If something isn't working IMMEDIATELY go back to your previous system, do not enter any information in a system that isn't 100% functional, because you have no idea how long till it is fixed.

I feel extremely lucky that I didn't have to manually re-enter any data!!

Now my next step is to try to get refunds for the time this wasn't working. They had better give it to me, but honestly, i have likely spent enough time on this that I could have made over $1k doing other billable tasks, so the lost subscriptions are a pittance. I would love to send a bill to Intuit for 1k and it would be only fair if they would pay it. (dreaming!)

Good luck to you, and i sincerely hope that nobody ever has to go through the same thing I had to!!!

One final poke at Intuit- their support email is QBOcares. What a sick joke!!! Do they think I believe they care?

E

Emily K1

Same problem with us as well - migrating from Desktop 2021 to QBO. I thought it was ridiculous for QBO to suggest we need two 45 minute onboarding phonecalls to set up payroll alone, but I've set this up now for the earliest possible time.... which is nearly three weeks from now. Unfortunately this means we have paid for a month of payroll which is more than useless since it seems that we will have to run it in a parallel system until (hopefully) it works in QBO. This is incredibly frustrating since it looks like this has been a known issue for over two months.

Q

QLD

Hi Emily,

My experience with the on-boarding sessions, is that if you do not have your system setup yet, they do not want to talk to you. Its not how to set up the system, its how to use a fully set up system.... Which seems pointless because there's normally bigger questions around how to set it up the most efficient way possible.

Good luck.

E

Emily K1

Thanks QLD,

We have already migrated our company over, and setting up payroll was just supposed to be the one button to finish off. I'm worried that by the time this is resolved we will have been running for several weeks in two parallel systems. Our chat with QBO yesterday indicated that the problem should be resolved "soon".

the longer it is not fixed, the more recovery work it will be after the fact.

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