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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.

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Online Troubleshooting

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  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

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