1 / 59

Online Troubleshooting

Get the latest statistics and facts you should know about online troubleshooting in payroll. Learn helpful tips and important information to help us assist you better.

stephengreen
Download Presentation

Online Troubleshooting

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Online Troubleshooting Payroll Associates Users Conference September 2006 – Las Vegas, NV

  2. Online Troubleshooting • Statistics • Facts you should know • Help us help you • FQAs Payroll Associates Users Conference September 2006 – Las Vegas, NV

  3. Statistics Payroll Associates Users Conference September 2006 – Las Vegas, NV

  4. Statistics Payroll Associates Users Conference September 2006 – Las Vegas, NV

  5. Statistics Payroll Associates Users Conference September 2006 – Las Vegas, NV

  6. Facts You Should Know Payroll Associates Users Conference September 2006 – Las Vegas, NV

  7. Facts You Should Know • Full Refreshes/Overwrites and Payroll Refreshes • Approximately 5 minutes to process Payroll Associates Users Conference September 2006 – Las Vegas, NV

  8. Facts You Should Know • ViewChoice Online: a few minutes • Pre-Processes: 10 minutes*** Payroll Associates Users Conference September 2006 – Las Vegas, NV

  9. Facts You Should Know • FUTURE NEWS • Manual Check Calculator scheduled for Sept. 2006 • All service bureaus were given access in August 2006 for testing Payroll Associates Users Conference September 2006 – Las Vegas, NV

  10. Facts You Should Know • Creating a Full Refresh File, or Overwrite, is used for setting up new companies • Full Refreshes should be completed a few days prior to the client’s training and live web payroll Payroll Associates Users Conference September 2006 – Las Vegas, NV

  11. Facts You Should Know • A Full Refresh may take a little longer to process than a refresh • It contains ALL check history and completely replaces the client master file instead of adding to it Payroll Associates Users Conference September 2006 – Las Vegas, NV

  12. Facts You Should Know • PLEASE • If you don’t see the full overwrite refresh in an hour do NOT send another file. Please call Customer Support. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  13. Facts You Should Know • TIPS – Full Refresh Files • When sending a full refresh, do it a day or two ahead of time • Create and send the full refresh at the end of the day instead of during heavy production mid-day Payroll Associates Users Conference September 2006 – Las Vegas, NV

  14. Facts You Should Know • TIPS – Full Refresh Files • Full refreshes should be treated as Re-Runs and Undoing a payroll – In that only one or a few people are allowed to perform this function Payroll Associates Users Conference September 2006 – Las Vegas, NV

  15. Facts You Should Know • After every web client’s current payroll, PayChoice automatically creates a Payroll Refresh File. • The refresh file is ONLY processed if it’s one Run/Rerun number greater than the last refresh or it will NOT take place Payroll Associates Users Conference September 2006 – Las Vegas, NV

  16. Facts You Should Know • Payroll Refreshes should take about 5 minutes to process • If you don’t see the file, do NOT send a full refresh – call Customer Support Payroll Associates Users Conference September 2006 – Las Vegas, NV

  17. Facts You Should Know • TIPS – Payroll Refreshes • If the service bureau does an after submit refresh, please correct the changes online and re-submit online. • Do not simply correct in PayChoice. The refresh will error out. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  18. Facts You Should Know • View Company Status – Payroll Status Codes Payroll Associates Users Conference September 2006 – Las Vegas, NV

  19. Facts You Should Know • View Company Status – Payroll Status Codes Payroll Associates Users Conference September 2006 – Las Vegas, NV

  20. Facts You Should Know • View Company Status – Payroll Status Codes Payroll Associates Users Conference September 2006 – Las Vegas, NV

  21. Facts You Should Know • View Company Status – Payroll Status Codes • Any 200 Series means the company has been refreshed / over-written and is ready for data entry • A 302 Status means the company is in “submit” mode and no changes can be saved Payroll Associates Users Conference September 2006 – Las Vegas, NV

  22. Facts You Should Know • View Company Status – Payroll Status Codes • Any negative status can mean: • An error • Process of updating • Pre-process • Calculating payroll Payroll Associates Users Conference September 2006 – Las Vegas, NV

  23. Facts You Should Know • There are three Reset Options • After Submit Reset • Start Over Reset • Delete Pay Data Reset Payroll Associates Users Conference September 2006 – Las Vegas, NV

  24. Help Us Help You Payroll Associates Users Conference September 2006 – Las Vegas, NV

  25. Help Us Help You • When inquiring about a PayChoice Online Client ALWAYS include the company code • 95% of calls, emails and faxes do not have the company code – delays the resolution Payroll Associates Users Conference September 2006 – Las Vegas, NV

  26. Help Us Help You • Full Refreshes should be done only: • New web client • Immediate changes needed • At Payroll Associate's instructions Payroll Associates Users Conference September 2006 – Las Vegas, NV

  27. Help Us Help You • Online Employer Log in Error Codes: • Code 4 – Invalid password for login – Service Bureau must reset in user’s profile • Code 5 – Login not found – Invalid user Name. Check setup in spelling in profile Payroll Associates Users Conference September 2006 – Las Vegas, NV

  28. Help Us Help You • Online Employer Log in Error Codes: • Code 6 – Cookies are being blocked on user’s PC. Update internet privacy to low • Code 6 – Delete cookies and change internet setting - check the option for ‘every visit to the page’. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  29. Help Us Help You • Online Employer Log in Error Codes: • Code 7 – User does not have access. Service Bureau activate user. • Code 8 – User does not have Online Employer Access. Service Bureau must correct. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  30. FQAs Payroll Associates Users Conference September 2006 – Las Vegas, NV

  31. FQAs • Why can’t I send a full refresh if I don’t see the payroll? • If the overwrite updates before the payroll refresh, it will see the same run/re-run number and may error out. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  32. FQAs • What do the errors mean Payroll Associates has been notified? • Related to a specific page accessed on the web. Have the client try again. • If continues could mean invalid data – hire date, birthday or incorrect import layout Payroll Associates Users Conference September 2006 – Las Vegas, NV

  33. FQAs • Client can’t run the pre-process? • Probably timing out. First do an after submit reset. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  34. FQAs • Client can’t run the pre-process? • Going forward run the pre-process and choose the “logout” feature. Wait about 10-20 minutes and log back in. • Leave company locked and view the preview report. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  35. FQAs • Client can’t access the website. • Disable pop-ups • Update Internet Options, Privacy Tab to allow www.paychoiceonline.com and www.onlineemployer.com • General Tab – Check for newer version of stored page Payroll Associates Users Conference September 2006 – Las Vegas, NV

  36. FQAs • What is ‘Page Cannot be Displayed’? • You or the client may be blocked by our firewall • Call Customer Support with IP address, www.myipaddress.com along with company code Payroll Associates Users Conference September 2006 – Las Vegas, NV

  37. FQAs • I cannot get extra earnings amounts to appear on the timesheet • Must be setup in PayChoice first • Must be defined in the first 5 columns of the time sheet • Cannot have more that 3 extra earnings amounts setup Payroll Associates Users Conference September 2006 – Las Vegas, NV

  38. FQAs • A client setup a new employee and is grayed out on the pay grid and can’t access the employee • Due to a pay template setup for employee. Click on the “T” to access the template. • Deleted the pay template if pay grid wanted Payroll Associates Users Conference September 2006 – Las Vegas, NV

  39. FQAs • I made a salary change and the new salary was not paid. • After making the salary change on the employee, you MUST also make the change on the Pay Grid and save your changes. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  40. FQAs • Why does “DO NOT PAY” appear on the pay grid next to employees? • This happens when the employee is paid and then they choose not to pay the employee or zero out the pay. • To pay the employee use the pay detail screen. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  41. FQAs • The Pre-Process is doubling hours for one code but the Input Transaction Report is correct. • The Service Bureau has an hours or earnings code defined 2 times on the Check Journal Layout Payroll Associates Users Conference September 2006 – Las Vegas, NV

  42. PC Server Payroll Associates Users Conference September 2006 – Las Vegas, NV

  43. PC Server Payroll Associates Users Conference September 2006 – Las Vegas, NV

  44. PC Server Payroll Associates Users Conference September 2006 – Las Vegas, NV

  45. PC Server Payroll Associates Users Conference September 2006 – Las Vegas, NV

  46. FQAs • I received the PCOL email notification but have not received the payroll file • Make sure PC Server is running in host mode or press F8 to run manually. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  47. FQAs • How do I expedite refreshes from WEBFULL in PC Server? I have run PC Server manually several times • Review the PC Server configuration tab and make sure the ‘in-active” box is not checked AND there is a valid email address Payroll Associates Users Conference September 2006 – Las Vegas, NV

  48. FQAs • I checked the above and it’s still not sending the file. • Was it a Connection Client who changed to PCOL, back to Connection now PCOL? HUH!!  • If so, scheduling calendar s/b Internet or the file will never go. Payroll Associates Users Conference September 2006 – Las Vegas, NV

  49. FQAs • It’s not a Connection Client and the file still won’t send. • Go to Configuration – FTP Tab – use WEB – click on Test • If fails we need the IP address www.myipaddress.com Payroll Associates Users Conference September 2006 – Las Vegas, NV

  50. FQAs • Clients are having trouble receiving ViewChoice Files • PC Server is a relaying tool and email services may consider the attachment spam • We suggest moving to ViewChoice Online Payroll Associates Users Conference September 2006 – Las Vegas, NV

More Related