12 th Annual 2005 PayChoice Users Conference

1. 12th Annual 2005 PayChoice Users Conference Trouble Shooting Online Services Karen Erne

2. PayChoice Online Trouble Shooting Online Services • OVERVIEW • Statistics • Facts you should know • Help us help you • Frequently asked questions

3. PayChoice Online Trouble Shooting Online Services • STATISTICS

4. PayChoice Online Trouble Shooting Online Services STATISTICS

5. PayChoice Online Trouble Shooting Online Services STATISTICS

6. PayChoice Online Trouble Shooting Online Services • STATISTICS

7. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW

8. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • Creating a Full Refresh File, or Over-Write, is used for setting up new companies and should be completed a few days prior to the client's training and live web payroll.

9. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • A Full Refresh will take 10 times longer than a payroll refresh because it contains ALL check history and completely replaces the client master file instead of adding to it. • Full Refreshes are what slow down system speed.

10. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • RULE-OF-THUMB: Don’t create a full refresh file on an existing client unless you absolutely have no other choice.

11. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • PLEASE - If you don’t see the overwrite by end of day or the next morning DO NOT SEND ANOTHER FULL REFRESH FILE - call Customer Support.

12. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • Example: If a 500 person payroll that has been on PayChoice for 3 years sends up a refresh and the Service Bureau doesn’t see it, they send a full refresh. This can cause a 2 to 3 hours delay for all because other files wait behind it for everyone using PCOL. • If you don’t see the file, we need to examine why prior to sending another full refresh.

13. PayChoice Online Trouble Shooting Online Services • 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. • 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.

14. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • After every web client payroll, PayChoice automatically creates a Payroll Refresh File. • The refresh file is ONLY processed if it is one Run/Rerun number greater that the last refresh or it will not take place.

15. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • Refresh turn around time depends on the volume of files being processed. • Monday thru Wednesday are very heavy and you should tell the client to look for the file toward the end of the day or the next morning. • If you don’t see the file, DO NOT SEND A FULL REFRESH – call support.

16. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • TIPS – Payroll Refreshes • If the service bureau does an after submit refresh, please correct the changes on line and re-submit the payroll on line. • Do not simply correct in PayChoice and process the payroll. Most likely the refresh will error out.

17. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • View Company Status – Payroll Status Codes

18. PayChoice Online Trouble Shooting Online Services • 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.

19. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • View Company Status – Payroll Status Codes • Any negative status can mean: • an error and it will state “error” • It’s in the process of updating and it will state “updating” • It’s in the process of the pre-process and will state “calculating preprocess” • It’s in the process of payroll calcs and will state “calculating payroll data”

20. PayChoice Online Trouble Shooting Online Services • FACTS YOU SHOULD KNOW • New “Delete Pay Data Reset” option added to PayChoice Online • This will remove all pay data entered HOWEVER will keep all the master file changes.

21. PayChoice Online Trouble Shooting Online Services HELP US HELP YOU

22. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • When inquiring about a PayChoice Online Client ALWAYS include the company code. • 95% of the time the company code is not included in questions, faxes, emails or calls. This delays the resolution.

23. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • Full Refreshes should be done ONLY: • For any new web client – first refresh • They have changes that absolutely need to be on the web • Payroll Associates instructs you to do so

24. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • Create Full Refreshes at the end of the day or after “production” hours. • RULE-OF-THUMB: Don’t create a full refresh file on an existing client unless you absolutely have no other choice.

25. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • Online Employer Log In Error Codes: • Error Code 4 – Invalid Password for Login – Service Bureau must reset the password in the user’s profile • Error Code 5 – Login Not Found – Invalid user name. Check setup and spelling in user profile

26. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • Online Employer Log In Error Codes: • Error Code 6 – Cookies are being blocked on the user’s PC. Update internet privacy to low. • Error Code 6 – Delete cookies and change internet setting – check the option for “every visit to the page.

27. PayChoice Online Trouble Shooting Online Services • HELP US HELP YOU • Online Employer Log In Error Codes: • Error Code 7- User does not have access. Service Bureau must log in and access the user to make sure they are an “active user” • Error Code 8 – User name does not have Online Employer Access. Service Bureau must correct the product access.

28. PayChoice Online Trouble Shooting Online Services FREQUENTLY ASKED QUESTIONS

29. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • How long should payroll refreshes take? • If you don’t see the payroll refresh within an hour call, fax or email Customer Support. ALWAYS include the company code. • Do NOT automatically send a full refresh.

30. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Why can’t I just send a full refresh if I don’t see it? • It creates huge backlogs in the system. • You can cause the company to error out. If the overwrite updates first and then the refresh tries to update it will see the same run-rerun number and will general an error. The company will not be accessible.

31. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Why do they take so long? • It can take long because we currently have over 166 service bureaus on the web with 5,971 active clients. • It also depends on the activity and the size of the client. • Full refreshes can take 10 times longer than payroll refreshes.

32. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • What do the errors mean that Payroll Associates has been notified? • These errors relate to a specific page accessed on the web. Normally have the client try again. If the error continues it could be invalid data, such as an incorrect hire, birth or term date or data in an import file is in the wrong layout.

33. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • My client can’t run the pre-process? • First thing to check is do ALL the employees have a department number. Also if they are using divisions then ALL employee must have a division also.

34. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • My client can’t run the pre-process? • Second, the client is probably timing out. First you must reset the company – “after submit reset”. • Going forward have the client run the pre-process then choose the ‘logout’ feature (don’t just close the browser). • Wait about 15 or 20 minutes to log back in.

35. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • My client can’t run the pre-process? • When it’s complete they’ll have the option to leave the company locked and go right into the preprocess preview. • If they select the unlock option it will let them continue with payroll changes.

36. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • I sent an overwrite file and then a refresh because I wanted the refresh to cancel out the overwrite. Now the client can’t get into their payroll? • Just because an overwrite goes out first does not mean it will be picked up first and visa versa. The overwrite and refreshes run on 2 different servers.

37. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • My client cannot access the website. • Disable all pop-up blockers. Some toolbars have them built in like GOOGLE. • Update Internet Options, Privacy Tab – Website to allow www.paychoiceonline.com and www.onlineemployer.com • Also on the General Tab – Settings – Check for newer version of stored pages – every visit.

38. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Why do we get “Page Cannot be Displayed? • You or the client may be blocked by our firewall. We need the IP address – www.myipaddress.com • This could mean we need to look at the services running and they may need to be reset • Please call with specifics – just not page cannot be displayed. What they were doing, error message and A COMPANY CODE.

39. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Why do we get “Page Cannot be Displayed? • If you receive this message during a Pre-Process please let us know. We’ll know immediately that the services may have to be reset.

40. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • I cannot get extra earnings amounts to appear on the timesheet. • Extra earnings amounts must first be setup in PayChoice. • They must be defined in the first 5 columns on the time sheet. • You cannot have more than 5 extra earnings amounts setup.

41. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • A client setup a new employee and is grayed out on the pay grid and could not access the employee. • This is due to a template being setup. When a template is setup they need to click on the “T” to access the template. If they don’t need the template it can be removed.

42. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • 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.

43. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Why does “DO NOT PAY” appear on the pay grid next to employees? • The “Do Not Pay” 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.

44. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • The Pre-Process Report is doubling hours for one code but the Input Transaction Report is correct. • The Service Bureau has the hours or earnings code defined 2 times on the Check Journal Layout.

45. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • Employees are concerned with having to enter their SSNO for first time log in. • The first time log in screen is secured. If you right click and check the properties for the frame with the SSNO, it shows it is a https. The screen code has been modified to show the lock.

46. PayChoice Online Trouble Shooting Online Services • FREQUENTLY ASKED QUESTIONS • How can I get the labor job codes to appear in the Departmental Drop down in Employee Services? • Currently labor allocation is not a part of Employee Services. It has been added to the enhancement list.

47. PayChoice Online Trouble Shooting Online Services

48. PayChoice Online Trouble Shooting Online Services

49. PayChoice Online Trouble Shooting Online Services

50. PayChoice Online Trouble Shooting Online Services