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madi2
October 3, 2021
Question

Why cant I run payroll? When I click the run payroll button it opens to a white blank page then closes again.

  • October 3, 2021
  • 8 replies
  • 0 views
Original commenter did not share additional details

8 replies

TirzahC
October 3, 2021

Let's perform some troubleshooting steps that can help us isolate this and get your Run Payroll button work, madi2.

 

Sometimes, a browser full of cache and temp files can cause unexpected behaviors. With this, let's log in to your QuickBooks account via incognito to isolate the problem.

 

You can use these shortcut keys below: 

  • Ctrl + Shift + N (Google Chrome)
  • Ctrl + Shift + P (Firefox)
  • Control + Option + P (Safari)
  • Ctrl + Shift + P (Microsoft Edge)

From there, re-hit the pay now button to verify if it's already functioning well. If that works, go back to your usual browser, and initiate clear the cache. Doing in other supported browsers is a great choice too. 

 

For additional reference, you may check these articles: 

We appreciate your patience as we work through this. If you have other questions about the QuickBooks payroll, please let me know. I'll be around to help you out. 

madi2Author
October 3, 2021

Although I truly appreciate your time this is entirely unhelpful as I have already spent hours on the phone with customer support and have done all of the troubleshooting. Nothing is working. It has been like this for weeks and no one will follow through to help me get it fixed. 

PortMike
June 27, 2023

I have the same problem using Firefox.  The payroll home screen loads very briefly and then disappears.  Clearing the cache, history and all other temporary files made no difference.  I also got a blank screen using Microsoft Edge.  The only solution I got from support was to use Chrome which for many reasons is not my browser of choice.

 

I finally got Firefox to work by simply clicking the back arrow in the top left corner.  It appears that the home screen loads and then a blank screen loads for some other reason.  Clicking the back button takes you back to the original payroll home screen.

 

I am seriously considering moving to a different online payroll service if this situation continues.  The complete lack of knowledge by your support staff is disappointing.  In the past, I was able to speak with US based support over a decent phone connection to someone who I could understand and did not have to follow a script which included apologizing for the problem every time I attempted to explain the problem.  Based on the number of times the issue of the blank screen is mentioned in support, this is not an isolated issue.  Consider me disappointed.

Adrian_A
Adrian_A
June 27, 2023

I can see the inconvenience this issue has caused you, PortMike.

 

I appreciate the steps you took to resolve why the payroll page is unresponsive. To ensure this issue gets taken care of instantly, I'd suggest reaching out to our phone support. One of the agents can open an investigation into this matter.

 

You can contact them through the ? Help menu.

 

Once everything's good, you can check this article as your guide in running payroll: Create and run your payroll.

 

Feel free to post whenever you have payroll concerns.

PortMike
June 27, 2023

Thank you for your concern.  I did reach out to phone support which is part of the reason I am so disappointed.  1. The only solution the phone support person was able to offer was to use the Chrome browser to run payroll.

2. It took over 5 minutes of talking to the robotic answering service that had no idea of how to solve my issue, then getting a live person on the phone who took another 5 minutes to confirm my account then another 10 minutes of me trying to explain the problem to a support person with very limited command of English to get a solution which is of limited use.

3. Your reply that I try to talk to phone support is especially irritating.  Please bring back US based support over a decent phone connection.

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