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Level 2

Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll it just keeps returning to the Setup page and everything there is Checked?

 
5 Comments
QuickBooks Team

Re: Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll...

We can try performing some troubleshooting steps to get your Payroll working, tyson.stull.

 

To see if this is a browser issue or not, let's try accessing QuickBooks Online using a private window. Then, try running payroll again. If the Setup page prompted again, try editing the employee's payroll information to complete the setup.

 

If it works, go back to your original browser and clear the browser's cache to delete the temporary Internet files. You can also use other supported, up-to-date browser.

 

For more details about troubleshooting browser issues, you can check out this article: Troubleshooting browser problems.

 

If the problem persists, I'd suggest reaching out to our Customer Support Team. They'll investigate what's causing this issue.

 

Here's how:

 

  1. Click Help on the top menu.
  2. Choose Contact us.
  3. Type can't run payroll in the What can we help you with? field.
  4. Click Let's talk.
  5. Choose Chat or Get a callback to connect with us.

In the meantime, you can try running payroll in your QuickBooks Payroll mobile app (if you have one).

 

Keep us posted if you need anything else with paying your employees. Just click the Reply button below.

Level 2

Re: Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll...

I have tried 3 computers and 3 different browsers and the desktop app.  It is not the browser.  I really wish someone would suggest something in these forums other than deleting the browser history because that never seems to resolve the issue.

QuickBooks Team

Re: Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll...

Deleting the browser's cache is one of the steps to isolate browser's issue, tyson.stull.

 

There's an update and we received some cases from customers where they are unable to edit the employee's information. Also, when clicking the Lets go tab, it loops back to the Setup screen.

 

Our engineers are investigating what causes this issue and working for the permanent fix.

 

Cases like this, it would be best to contact our Customer Support Team. They'll add you to the list of affected users. Just follow the steps I've provided to reach out to them.

 

Please go back to this thread if you need anything else in QuickBooks Online.

Level 2

Re: Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll...

After navigating a horrible support maze and talking to 6 different people we found an error on the server that showed I had completed payroll setup on my end but the server did not have the same data. Phone support was able to reset the setup and now I am able to use it. It was never the browser. Is it actually ever the browser is that just what is said to see if people will keep asking questions?

Highlighted
QuickBooks Team

Re: Payroll Function will not progree past the Setup page. I can not edit employee or run Payroll...

Hi there, tyson.stull,

 

Glad to hear that you're now able to run payroll. 

 

To add up, unexpected behaviors are likely the result of cache or cookies in your browser.

 

The browser cache is designed to be a performance booster and stored data can cause odd errors. Clearing them is the first troubleshooting step to take as mentioned by my colleague in this thread. This will help clean slate and it's a good way to check issues by a full cache.

 

On the other hand, I appreciate you for contacting our QuickBooks Online Technical Team. They can access your account in a secure environment. This is the provided workaround while our Engineering Team is investigating this behavior.

 

Let me know if you need additional information and I'll get back to you.

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