Error when trying to access Payroll Setup

I didn't see an error message listed that matched what the value says for mine which is

System.Exception: exception thrown in background task at Intuit.QuickBooks.Payroll.Shared.Util.IndeterminateProgressWorker.DoWorkInternal

Should I try uninstalling and reinstalling the software?

I have the same identical error. I've been on the phone with QB technical support for 4 hours today and now they said they will increase the level of technical support and call me back. Unable to process payroll because I can't edit my tax rates in Payroll Setup.

I asked QB if others were having a similar problem and they said no.

I am having the same issue.  I was trying to change my filing method in payroll

I have the same issue and was told that there is an ongoing investigation into this error with no time table to repair it - oh and also there is no work around for it. This was after 3 hours online with them and me purchasing Enterprise because that was suppose to solve the problem. By the way Enterprise has the same error. 

The problem occurs in both Quickbooks Enterprise 2023 & 2024 so don't rush to upgrade to 2024.

Hi there, @spcc.

Let me share some insights about your concern about getting errors when trying to access Payroll Setup in QuickBooks Desktop.

There is still an ongoing investigation regarding the QBDT 22/23 Payroll setup crash Error when going to the payroll setup wizard after getting the latest QBDT product update. Payroll set up Error 2023 Code 05396 40000 (INV-97468). The best course of action we can take in the meantime is to reach out to our Customer Support Team and ask them to add you to the list of affected users. You will receive email updates and get notified once it's resolved. 

Here's how to Contact Support:

Contact QuickBooks Desktop (Windows)

1. Open QuickBooks.
2. Go to Help, then select QuickBooks Desktop Help/Contact Us.
3. Select Contact Us.
4. Give a brief description of your issue, then select Continue.
5. Sign in to your Intuit account select Continue and then Continue with my account.

• If you don't already have an account, make sure to Create a new account.

1. We'll email you a single-use code. Enter your code and select Continue.

• If you have more than one account, select the account you want to use and then Continue.

1. Select to chat with us or Have us call you.

Phone support may be limited due to volume.

For more detailed information, you check this article Contact QuickBooks Desktop Support. Moreover, please check the supporting hours to know when the agents are available.

I'll be sharing this article with you if you wish to learn the info needed and the process behind how to set up your new QuickBooks Desktop Payroll Enhanced: Get started with QuickBooks Desktop Payroll Enhanced 

Please leave a reply if you have further concerns about QuickBooks Desktop. Keep Safe!

And basically when you do call in, you get it is under investigation, there is no work around and there is no time frame to when it might be fixed. 

Same issue here - trying to update tax rates.  Setup crashes with "DoWorkInternal" in Quickbooks Desktop Pro 2022 and 2024. 

Happening in Accountant Desktop 2022 too!

Hi, mikabrown and Rose72.

It isn't the kind of experience we want you to come across. 

As of  now, the issue with getting an error upon accessing payroll setup is still ongoing. With that, I suggest reaching out to our phone support team so we can add you as one of the affected users. 

You may follow the steps shared by ShaniamarieC to contact our team.

Furthermore, once the issue is resolved, you can check this article as your guide in accessing payroll: Set up payroll.

We appreciate your patience while we're working to resolve the issue the soonest. You can always get back to the thread whenever you have concerns.

I am having the same issue.  I have tried everything and nothing is working.  

I have been experiencing this same exact issue and have tried everything.  Please let us know when you will have this fixed as it appears to be a QuickBooks programing issue of some sort.

Same exact thing I was trying to do and go the same error message.  It has to be some QuickBooks programming error.

Can you please post information about when this will be fixed by your computer programmers as it appears to be a QuickBooks programming issue since we all are having the same issue all of a sudden.  We don't have 4 to 5 hours to sit on the phone.  This is our busy time.  The amount of fees you charge us should more than cover your computer programming costs and we all expect better quality product for the money we pay.  Thank you.

I am having the same error when adding a new client to payroll.  I am using Desktop Pro 2021. 

This needs to be fixed NOW.  January is our busy month for year end payroll items.  Also first payroll of the year with new rates taking effect.

Can you please inform all of your technical service representatives that this is an ongoing issue and have them add us to a email list that when it is fixed we can be informed quickly. It seems as if most of the reps don't know about this issue and will want to screen share and try everything under the sun to fix the problem then they start asking higher up tech teams and find out that it is an ongoing issue without a fix. I spent over 5 hours yesterday on the phone with them doing screen shares, updating software, running the Hub, and then being led to believe if I upgraded to Enterprise that it would fix it  - at great expense-  and of course it has the same problem.

It would save so much time for everyone affected by this serious error, if the reps actually knew what was going on with this. I don't have the time right now with month end, quarter end and year end activities to spend over half of my day on the phone trying to get information about what is going on. 

Please help us and yourself by communicating to your staff. 

Same issue here. Quickbooks Desktop Enterprise 22.0. Unable to open payroll setup. I figured out work-arounds for updating other payroll items but I do need to update my W2 filing method to electronic. I have tried multiple other paths to access and it continues to crash with error message. Unbelievably frustrating. 

I have the same error code - Payroll setup not working   -  error code 05396 40000

Hours on the phone with them yesterday and no solution other than to try and upgrade to 2024 Pro Plus and maybe that would fix the problem. 

I am now supposedly on the same list to email when they find a solution!!

Same problem here. I'm on the phone with support and she has no idea how to fix this.

I spent 9 hours on the phone with them on Tuesday, 2 additional on Wednesday.  Upgrade from 2021 to 2022 still same error....This is a known issue and told me yesterday afternoon (1/3/24) it will be fixed in 24-48 hours.  DO BETTER QUICKBOOKS! 

Thank you. I hope they get it resolved soon. As this is the busiest time of year for us and we need to get our updates added asap.

Let me provide some details about this payroll setup issue, Steph and spcc. 

We have an ongoing issue with the payroll setup crashing error when going to the setup wizard. Our engineers are working to get this fixed as soon as possible. Although we don't have a workaround and an exact time frame on when this will be fixed, rest assured this is being actively looked upon and prioritized. 

In the meantime, if you're not being added as one of the affected users by our support team, I recommend contacting them again so you'll be added to the list. This way, you'll receive an update once the issue is fixed. 

You can also check out this article on how you can fix issues in case you see an error when opening the Payroll Setup Wizard. Check out this article for more details: Fix Error Codes 00000 XXXXX In Payroll Setup.

Moreover, learn from this article on how you can run payroll in QuickBooks Desktop. I have this article to give you more details when running payroll: Create And Run Payroll.

Message us in the reply below if you have further questions about payroll. Remember, we're here to get you covered. 

Same here, I have reported it several times. This is what I get after I report it. I hope they realize how many people are having the same issue in all different QB versions. I have 2023 Enterprise.