Which payroll is it you are running in your account is it Standard or advanced?
to be able to tell which one you have if you click on the payroll tab on the main left-hand navigation bar and you get two other tabs showing one saying payroll and the other saying employees that are standard payroll if you have no tabs showing it is advanced.
What exactly is happening when you run your payroll in regards to this one employee?
Are you getting any error codes/messages showing up at all?
Could you give us some more detail of what is happening so we can then advise you on what to do to resolve it?