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Intuit

Error: QuickBooks has encountered a problem sending your usage data

Problem

When sending to the payroll service you receive the error message:

QuickBooks has encountered a problem sending your usage data.

This error may be error may be caused by an incorrect time zone on your computer or if you have an Accountant's Copy created.

Resolution

  1. Check the date and time on the computer the file is located on.  (For example if you use a server, check the server date and time also.)

    To check the date and time in Windows Vista and XP:

    1. In your computer's system tray (bottom of the screen), double-click on the displayed time.
      • If you cannot edit the time from your system tray, choose Start > Settings > Control Panel > Date and Time.
    2. In the Date and Time window, click the Date & Time tab.
    3. Set the date and time.
    4. Click the Time Zone tab.
    5. Select the correct time zone.
    6. If you are in a daylight saving time zone, make sure to select the Automatically adjust clock for daylight saving changes checkbox.
    7. Click OK.
    8. Verify the updates by double-clicking the time in the system tray.

    To check the date and time in Windows 7&8:

    1. In your computer's system tray (bottom of the screen), click on the displayed time.
      • Windows 7: If you cannot edit the time from your system tray, choose Start > Control Panel > Date and Time.
      • Windows 8: From the Start menu choose Desktop to click on the displayed time. Or from Search, type Control Panel and click the Control Panel app. Click Clock, Language and Region > Set the time and date.
    2. Click Change date and time settings....
    3. On the Date and Time tab, click the Change date and time... button.
    4. Set the correct date and time.
    5. Click OK.
    6. To change the time zone, click the Change time zone... button.
      1. Click the Time Zone drop-down arrow and select the correct time zone.
      2. If you are in a daylight saving time zone, click to select the Automatically adjust clock for Daylight Saving Time checkbox.
    7. Click OK > OK.
    8. Verify that the time and date are correct in the system tray.

    If the date, time and time zone were correct, toggle the time zone (correct, wrong, correct) and try again.

  2. If yes, you can wait until after the Accountant's Copy is returned or manually remove the restrictions.  Manually removing the restrictions will cause you to lose any changes the Accountant may have worked on in the file to this point.  Verify with your Accountant prior to taking this action.
  3. After the restrictions have been removed or the Accountant's Copy returned to QuickBooks Desktop, attempt to send to Intuit.
  4. If the error occurs again, before closing QuickBooks Desktop, obtain the qbwin.log to review for errors.
  5. If the problem persists, check for any transactions that are online to send and delete them.

    1. Select Edit from top menu bar and click Find (or press CTRL+F on your keyboard).
    2. Click the Advanced tab. In the Filter box, scroll and select the following options:
      • Choose the filter Detail Level, from the drop-down menu to the right, select Summary only.
      • Choose the filter Online Status, from the drop-down menu to the right, select Online to send.
      • Choose the filter Posting Status, from the drop-down menu to the right, select Either.
    3. Click the Find button in the top right corner of the Find screen.
    4. Review the results:
      • If you find any non-payroll transactions, complete their processing.
      • If you find paychecks you will need to delete them.  Be sure to print or write the details so you can re-create them.  After the paychecks are deleted, attempt to send to Intuit again. If successful, recreate the paychecks.
  6. If the problem continues, follow the troubleshooting steps in Payroll service server error: please try again later or Payroll Connection Error.

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