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Intuit
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Troubleshoot Payroll Service Server Error or Payroll Connection Error

When trying to send payroll data or direct deposit paychecks, you receive one of the following messages:

  • Payroll Service Server Error. Please try again later. If this problem persists, please contact Intuit Technical Support.
  • Payroll Connection Error
  • Error: QuickBooks Desktop has encountered a problem sending your usage data.

The error can be caused by one or more of the following:

  • Invalid security certificate.
  • Sending in multi-user mode.
  • A network time-out prevents QuickBooks Desktop from accessing the server.
  • General Internet connection issues.
  • Internet security and personal firewall software settings.
  • Incorrect system date and time properties.

Follow these troubleshooting steps to resolve service server or connection error.

These steps generally resolve payroll service connection errors. Try performing one of these before you proceed to the next steps:

  • Reboot your computer.
  • Check your system time and date settings, and change them if they are not set correctly.
  • Be sure you have the latest payroll update.
  1. Open Internet Explorer.
    1. Select Tools then Internet Options.
    2. Go to the General tab.
    3. In the Browsing History section, select Delete.
    4. Select Delete.
    5. Verify Temporary Internet files and website files is selected. (Note, no need to delete Cookies.)
    6. Select Delete then OK.
  2. Go to the command prompt and flush the DNS.
    1. Select Start then All Programs.
    2. Select Accessories then Run.
    3. In the run box, type CMD.
    4. The Command Prompt will open.
    5. Type ipconfig /flushdns
    6. Press Enter.
  3. Try to send payroll.

Important: Try resending payroll after each step to see if the issue is resolved.

  1. Reboot your computer.
  2. Flush the DNS.
    1. Select Start then All Programs.
    2. Select Accessories then Run.
    3. In the run box, type CMD.
    4. The Command Prompt will open.
    5. Type ipconfig /flushdns
    6. Press Enter.
  3. Delete temporary internet files.
    1. Select Tools then Internet Options.
    2. Go to the General tab.
    3. In the Browsing History section, select Delete.
    4. Select Delete.
    5. Verify Temporary Internet files and website files is selected. (Note, no need to delete Cookies.)
    6. Select Delete then OK.
  4. Repeat Step 2.
  5. Clear the Publisher's Certificate Revocation checkbox.
    1. Open Internet Explorer.
    2. Select Tools then Internet Options.
    3. Go to the Advanced tab.
    4. Scroll to the Security section and uncheck:
      • Check for publishers revocation
      • Check for server certificate revocation
  6. Reboot your computer then try resending the payroll again.

If you have Be Safe application

If you have Be Safe application installed, you cannot send your information. Be Safe blocks all financial information transmitted to and from the computer.

Important: Try the following steps. Make sure to resend payroll after each step to see if the issue is resolved.

    1. Reboot your computer.
    2. Restore Internet Explorer Advanced Settings and make sure you meet .Net framework requirements for QuickBooks Desktop.
    3. Determine if you are on a network and choose the option that fits you.
    4. Make sure you are in single-user mode when sending payroll data.
      1. If there are other users logged in, ask them to log out.
      2. Select the File menu then Switch to Single-user Mode.
      3. Follow the prompts to continue to switch then log in again.
    5. Get Payroll updates.
      1. Select Employees then Get Payroll Updates.
      2. Select Update whether you have downloaded the most recent update, or not.
      3. After the download is finished, restart QuickBooks Desktop.
    6. Check your system date and time properties.
      1. On the Microsoft Windows taskbar, double-click the time display (for example, 11:05 a.m.).
      2. If the date and year settings and time zone in the Date and Time Properties window are not correct, correct them and click OK.
    7. Restart your computer.
    8. Make sure you are using Internet Explorer at your default web browser. See Set Internet Explorer to be your default browser.
    9. Make sure you can access a secure web site (Example:  https://qbdt.payroll.intuit.com/) or your personal page on your banking institution's web site. If you cannot access a secure site, you may need to reconfigure your Internet and/or firewall.
    10. Verify that you've downloaded the latest tax table updates and you have downloaded the latest QuickBooks Desktop product release version.
    11. Clear the Publisher's Certificate Revocation checkbox then restart your computer
      1. Open Internet Explorer.
      2. Select Tools then Internet Options.
      3. Go to the Advanced tab.
      4. Scroll to the Security section and uncheck the Check for publisher's certificate revocation box.
      5. Select OK.
    12. If you are using a wireless Internet connection and have access to a computer with a cable Internet connection, try sending from that computer. Sometimes wireless connections are not secure.
    13. Switch Shared Download to Yes or No.
      1. Select Help then Update QuickBooks Desktop.
      2. Select the Options tab then choose Yes or No for Shared Download (No is recommended).
      3. Resend the payroll information.
    14. Re-validate your payroll subscription.
      • QuickBooks Payroll Basic / Enhanced
        1. Select Employees then My Payroll Service > Manage Service Key.
        2. In the lower-left, select Edit.
        3. Enter your service key then select Next and Finish.
        4. A message appears: "You've retrieved the latest payroll update and validated your Payroll subscription."
        5. Resend your payroll information.
      • QuickBooks Desktop Payroll Assisted
        1. Select Employees then My Payroll Service > Account Info/Preferences .
        2. The QuickBooks Desktop Payroll Account Maintenance page will open.
        3. Close the QuickBooks Desktop Payroll Account Maintenance page, a validating service window will appear.
        4. A message appears: "You've retrieved the latest payroll update and validated your Payroll subscription."
        5. Resend your payroll information.
    15. Check your QuickBooks Desktop Internet connection.
      1. Select the Help menu then select Internet Connection Setup.
      2. Select Use my computer's Internet connection settings to establish a connection when this application accesses the Internet then Next.
      3. Select Advance Connection Settings then LAN Settings. Make sure the Automatically Detect Settings checkbox is selected and the Proxy Server checkbox is not selected.
      4. Select OK twice then Done.
    16. Add *.quickbooks.com, *.payroll.com and *.quicken.com to trusted web sites then resend your payroll information.

Additional things to consider/steps to take

If you are using a router, you may have to reset it so the routing tables are not full (commercial routers typically have limited memory allocated to this).

To reset the router, unplug its power cable and wait about 10 seconds then plug it back. Wait until the internet connection is reestablished.

Note:  Unplugging the router does NOT cause it to lose its internal settings.

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