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financedbc
Level 2

Can't run payroll!

I am unable to run payroll for one employee.  I can process payroll for all the rest of the staff, but I am unable to pay our pastor.  He has been paid many times before, but now QB does nothing when I click on "Create Paychecks."  I have called three times and talked to payroll representatives for over 90 minutes each call and still, the issue remains.  I was told the back-end team would get back to me in 5-7 days, but it has been two weeks and I haven't heard anything.  How do I get ahold of the back-end team or someone who is able to help?  When I use the "Contact Us" option, it does not connect me with anyone who has the knowledge or expertise to fix this issue.

 

Thank you,

Sarah

Solved
Best answer March 28, 2022

Best Answers
financedbc
Level 2

Can't run payroll!

Deleting the extra earnings rows causes QB to crash. 

 

I was able to get the file fixed this afternoon!  A support representative had me push Ctrl + K while on About Quickbooks.  QB prompted me to save a backup and then it pulled something up that showed there was a corrupted payroll file from 3/15.  We were able to delete this corrupted file and everything is working again now.  It took over 2 hours and 20 minutes on the phone call today, but I'm very thankful to have a solution.

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10 Comments 10
MaryLandT
Moderator

Can't run payroll!

Let me help ensure you're able to create a paycheck for your pastor, Sarah.

 

There's a possibility that the data of the pastor on your company file is damaged. To fix this, you can run the Verify and Rebuild Data utilities.

 

Here's how:

 

  1. Go to the File menu, then hover over Utilities and select Rebuild Data.
  2. On the QuickBooks Information window, select OK. Follow the onscreen steps to save a backup.
  3. Let the tool repair your file. It may take some time. QuickBooks may seem stuck, but as long as you can move your mouse, the tool is working.
  4. When the tool finishes, select OK.
  5. Go to the File menu. Then, hover over Utilities and select Verify Data.
  6. Let the tool check your file for data issues.

 

If QuickBooks doesn't find any problems, select OK. Then, make sure to update your QuickBooks Desktop to its latest release. It keeps the software up-to-date so you always have the latest features and fixes.

 

If QuickBooks finds an issue with your company file, select Rebuild Now. Then, restart your computer for changes to take effect.

 

If you still have data issues, use the QuickBooks File Doctor to fix your company file. Before you get started, make sure to backup your company file.

 

If the same issue persists, I recommend getting back in touch with our QuickBooks Desktop Payroll Live Team. They can check your contact history and provide updates about it.

 

Keep me posted if you have additional questions about being unable to create a paycheck for one employee. I'll be around to help you @financedbc.

financedbc
Level 2

Can't run payroll!

Thank you for your response.  I have completed all of these steps on my personal computer and on our server.  There have been no issues found and I am still unable to complete payroll.  When I contact QuickBooks payroll support, they are only able to walk me through these same steps.  It has been over two weeks and the back-end team has not contacted me.  How do I get ahold of someone who can help? 

 

Thank you,

Sarah

financedbc
Level 2

Can't run payroll!

Thank you for your response.  I have followed all these steps on my personal computer and on our server.  The issues still remain.  I have contacted Quickbooks payroll support several times, but they are only able to walk me through these same steps.  How am I am able to get ahold of someone who is qualified to fix this issue?

 

Thank you,

Sarah 

Candice C
QuickBooks Team

Can't run payroll!

Good morning, @fiancedbc. 

 

Thanks for coming back on this thread and letting us know more information. 

 

I appreciate you trying to use the tool that my colleague gave. Since it didn't work for your situation, the best route would be to contact our Customer Support Team again. If you called them before, you'll be able to bring up the details from that case and try to get you squared away after that as soon as possible. 

 

Here's how: 

 

  1. Go to the Help menu. 
  2. Tap the QuickBooks Desktop Help option. 
  3. Press the Contact Us hyperlink. 
  4. Give a brief description of the issue and hit Let's talk
  5. Scroll down and choose to Get a callback

 

It's that easy! 

 

Please keep me updated on how the call goes. I'm only a post away if you need me again. Have a wonderful day! 

BigRedConsulting
Community Champion

Can't run payroll!


@financedbc wrote:

I am unable to run payroll for one employee.  I can process payroll for all the rest of the staff, but I am unable to pay our pastor.  He has been paid many times before, but now QB does nothing when I click on "Create Paychecks."

 

You're saying that as you create paychecks you can see him, enter hours and such, and when you try to continue to the next step in the payroll process nothing happens? No error messages, no beeps, just nothing?
financedbc
Level 2

Can't run payroll!

Exactly!  For this employee, there is already a pending check.  If I try to revert the paycheck, QuickBooks crashes and is unable to revert.  If I just continue and try to "Create Paychecks", nothing happens.  The strange thing about this pending check is that when I open the paycheck detail it has the normal salary line, but then it has 10 lines of "Rate 0", "Hours 0."  If I try to edit the paycheck (either delete those 10 lines or give them an item name), and then save and close, QB says "You must assign an account for this transaction."  Then QB crashes when I try to do anything else after that.  It is all so very strange and I am unable to find any solution to get it working again. 

BigRedConsulting
Community Champion

Can't run payroll!

That's clearly data corruption with the Pending paycheck.

 

Have you tried deleting the extra earrings rows lines using Ctrl-Del, to remove the earnings rows entirely? Might work.

financedbc
Level 2

Can't run payroll!

Deleting the extra earnings rows causes QB to crash. 

 

I was able to get the file fixed this afternoon!  A support representative had me push Ctrl + K while on About Quickbooks.  QB prompted me to save a backup and then it pulled something up that showed there was a corrupted payroll file from 3/15.  We were able to delete this corrupted file and everything is working again now.  It took over 2 hours and 20 minutes on the phone call today, but I'm very thankful to have a solution.

MirriamM
Moderator

Can't run payroll!

Hi there, financedbc

 

I’m glad to hear that our support representative was able to help you get around the issue when running payroll. And I appreciate you sharing the workaround you performed. It will help others as well who are struggling with the same problem. 

 

In case you need tips and related articles when managing payroll, feel free to visit our Payroll page on our Community website for more insights.

 

If there's anything else you need help with, please come by the Community. We're here to lend a hand. Wishing you and your business continued success.

AlcaeusF
Moderator

Can't run payroll!

Hello @financedbc,

 

I have reviewed the solution you’ve shared and it's correct and accurate. Thank you for sharing your inputs to help address the issue.

 

We love to see members supporting one another! Have a great day.

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