Question

Payroll set-up crashes everytime I try to get into it.

Forum|Forum|2 years ago
January 3, 2024
3 replies
0 views

I have tried several times to get into my payroll set up to add a new tax rate but everytime I try to get in it does not open and gives me an error message to send to quickbooks. This has never happened before. I have been on quickbooks help chat several times today and I am receiving no help. I have Quickbooks Premier Retail 2022 with paid payroll support. I cannot find a number to talk to a live person anymore. I have tried completely shutting quickbooks down and it was no help. Any advise would be appreciated

QuickBooks Desktop Payroll

M

MelroseV

Welcome to the Community, @KimRem1226.

I recognize the challenges that you've encountered when you add a new tax rate to your QuickBooks account.

It's possible that you encountered an error because your QuickBooks Desktop Payroll and tax table are not updated. To ensure that your account is up-to-date, you can check or download the latest tax table by following these steps:

Go to Employees, and then select Get Payroll Updates.
Select Download Entire Update.
Click Update.

Afterward, there's an informational window will appear when the download is complete.

Moreover, you can run the QuickBooks tool hub which gives you a tool to fix common issues.

Additionally, if you want to manage your payroll and keep track of your employee expenses and you can customize each report to get the information you need, you can check this article for more guidance: Customize payroll and employee reports.

Keep me updated in the comments if you have further questions about adding a new tax rate in QuickBooks Desktop. I'm just a reply away. Keep safe and have a good one.

K

KimRem1226Author

Thank you! I have tried both options, still cannot get into payroll set-up but I finally got ahold of a tech and he took me in through "Lists" to change the rate on the tax. I also upgraded everything as well as installed 2023 desktop thinking that would help but it did not. He is thinking it might be an issue with my browser and could not help me any further. I am not sure which way to go now but at least I can do payroll correctly today.

MJoy_D

Thank you for letting us know, @KimRem1226.

We are currently experiencing an issue with the payroll setup that is causing our customers to encounter error code 05396 40000. Our Product Engineering team is aware of the problem and is currently reviewing it to gather details and find the best possible solution.

In the meantime, I'd recommend getting in touch with our Customer Support Team. By doing so, you can be added to the list of affected users and receive an email notification once we resolve the issue.

Follow the steps below on how to reach them:

From your QuickBooks Desktop account, click the Help menu at the top.
Select QuickBooks Desktop Help.
Provide some information about this concern in the search box. Let them add you to Investigation No. 97468.
Click the Contact Us link at the bottom of the window.
You'll now be provided with a few support options.

You can check this article for more information about the different types of support we offer and their availability: Contact QuickBooks Desktop support.

Here's more information about fixing error codes 00000 XXXXX in payroll setup.

Let me know in the Reply section if you need more help with your account or anything else. I'm always here to assist. Have a great rest of the day!

L

lisa jm53

Hi,

Not exactly the same issue as you. I spent 9 HOURS on the phone with 7 different people. Was disconnected several different times with NO Callback. I needed to change tax payment schedules per our state for 2024 in "Payroll Setup" and get an error code: 05396 40000. Today I called back and spent an additional 2 hours on the phone to find out that this is a known issue!!! An ETA of 24-48 hours to be fixed. I have Pro Plus desktop with payroll support. I found the fastest way to talk to someone was calling Payroll sales and being transferred.

Good Luck!

K

KimRem1226Author

Thank you! I am not alone. I did finally speak with someone today and he showed me a different way to get in and change my tax rate but I still cannot get into my payroll set up. It crashes everytime. He thought it may be an internet explorer issue. It is up in the air for now. At least I can do payroll correctly with the right rate for the time being.

J

jminger

I am having the same problem. I have done all payroll updates and still nothing works.

J

jeanbiverly_

Thank you for participating in this thread, @jminger. I truly understand the challenges you've encountered.

Upon checking here, there's an ongoing investigation (INV-97468) about a payroll setup crash error.

I recommend contacting our QuickBooks Desktop (QBDT) Payroll support team so they can add you to the list of affected users. You'll be notified through email once the issue has been resolved.

Here's how:

Open QuickBooks.
Go to Help, then choose QuickBooks Desktop Help/Contact Us.
Select Contact Us.
Enter a short explanation of your issue, then click Continue.
Sign in to your Intuit account, select Continue, and then Continue with my account.
We'll email you a single-use code. Type in your code and click Continue.
Choose to chat with us or Have us call you.

Just in case you need guidance on printing paychecks and pay stubs, you can check out this article: Print or reprint paychecks and pay stubs.

Feel free to return to this thread if you have other concerns besides payroll setup. We're always ready to back you up.

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