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hbj
Level 1

Customer Service

Hello, 

 

I am wondering if someone has a solution for me. My payroll tax tables won't update so I can't use payroll anymore. I have talked to multiple Quickbooks agents and they say there are a bunch of checks "stuck." They told me that the only two options are to delete all the paychecks all the the way back to a year ago and recreate them even though they were originally under a different tax table than is being used right now and the other option is to go to the last backup from before the issue. The error code is PS038. Has anyone else had the same issue and can Quickbooks do this to me seeing that I am losing an entire year of work and I have employees waiting for their paychecks? They just tell me they can't fix the problem for me but this is entirely a quickbooks software issue. Please help.

 

Henry

4 Comments 4
Catherine_B
QuickBooks Team

Customer Service

I can help you get rid of the error, Henry.

 

I do appreciate the time and effort in contacting us. I'll be providing a few troubleshooting steps on how to get rid of the payroll error PS038.

 

To start,  you'll want to consider disabling the antivirus in your computer temporarily, if you're using one. Then, try to update to the latest release of QuickBooks Desktop. After that, send payroll data by following these steps:

 

  1. Go to the Employees menu.
  2. Select My Payroll Service
  3. Click Send Usage Data.

If you're able to successfully send it, try to download the latest payroll updates again. If the error persists, you can follow step 2 of this article: Resolve payroll error PS038. General troubleshooting steps are also provided on the Fix PSXXX errors article. 

 

Meantime, you can pay your employees via paper check just to get them paid. Then, record them in QuickBooks once everything works as expected. 

 

Keep me posted on how these steps worked. I'm just here to help you sort things out without deleting last year's paychecks. You take care and have a great day!

hbj
Level 1

Customer Service

Thank you so much, Catherine, for taking the time to reply to my question. I appreciate your help. I did try the steps that you provided, however, it didn't fix the problem. 

I currently have Quickbooks Enterprise with hosting. What I did to fix the problem was this:

I made a copy of the company file and took it out of the remote desktop and placed it in my home computer.  I disabled all antivirus programs and firewalls. I updated the new quickbooks company file in my home computer to the latest version. I updated payroll to the latest version. I had to turn off payroll cloud services and won't be using that anymore. I sent the payroll data to release the items stuck in my items to send area. To make sure there were no items stuck I went to Edit>Find>Filters. Under filters I selected Detail Level and selected Summary Only. Next filter I selected Online Status and then Online to Send. I made a copy of the new and updated company file and place into back into the remote desktop. It works fine now except for one thing. All the attachments that I had before such as receipts, invoices, etc are no longer attached and I have to try to find them in documents. I am honestly quite shocked and disappointed with Quickbooks Enterprise. This is supposed to be their top tier but their customer service has been one of the worst I have ever seen and some of them were very rude and unprofessional. I don't think I should ever have to figure out these kind of things on my own and waste all my time on trying to fix their software issues. I have contacted our assigned Quickbooks business advisor about my experience but they won't address it. I have spent over 40 hours either on the phone with close to 15 different reps or chats only to be told at the end of all that that I was going to have to delete an entire year of payroll. Good thing I didn't believe them. My employees couldn't get paid because my payroll wouldn't deduct any taxes. Honestly, Quickbooks should reimburse clients that run into these situations because I can't afford to spend all this time without accomplishing anything and still be paying the full price to Quickbooks. I will not recommend Quickbooks to my clients as strongly as I used to. 

Ryan_M
Moderator

Customer Service

Hi @hbj,

 

Thank you for your reply, as well as sharing the detailed steps you took to resolve the issue mentioned above. 

 

I'd like to extend a helping hand to a different issue you mentioned at the bottom of your post. So I can assist you better, can you provide more details on it? It would help me determine the best way to move forward.

 

For you to check if a certain tax table update was installed properly, see this article: Verify that a tax table update is downloaded and installed

 

Place a comment below if you have other concerns. I'll get back to you as soon as I can. 

JeanG
Level 3

Customer Service

HBJ,

I feel your pain. I am also using QB Enterprise. They just walked me through the steps to "fix" it so I can run payroll. I ended up taking the check numbers off almost 150 checks and then payroll would update. Now I have to find all those check number and put them back on. 

If I am using desktop and running my own payroll and printing the checks for it, why is there anything to do with online status? The first customer service said it was a transaction glitch. I highly doubt this.

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