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    Payroll service server error: please try again later or Payroll Connection Error

    Article ID: 1000475

    Problem

    When trying to send payroll data or direct deposit paychecks, you receive one of the following messages:

    • Payroll service server error. Please try again later. If this problem persists, please contact Intuit Technical Support.
    • Payroll Connection Error
    • Error: QuickBooks has encountered a problem sending your usage data.

    This error can be caused by one, or more, of the following:

    • Invalid security certificate.
    • Sending in multi-user mode.
    • A network time-out prevents QuickBooks from accessing the server.
    • General Internet connection issues.
    • Internet security and personal firewall software settings.
    • Incorrect system date and time properties.

    Details

    Follow these troubleshooting steps:

    Reboot your computer and try again.

    Restore Internet Explorer Advanced Settings and verify Use TLS 1.0 is checked, and Use TLS 1.1 and Use TLS 1.2 are unchecked in the Internet Options window of Internet Explorer.

    1. Close QuickBooks.
    2. Open Internet Explorer.
    3. Click Tools > Internet Options.
    4. In the Internet Options window, click the Advanced tab.
    5. Click the Restore Advanced Settings button. 
    6. Under Settings, scroll to locate the Use TLS 1.0, Use TLS 1.1 and Use TLS 1.2 options.  (You may not find these options in your Internet Explorer version.)
    7. Verify Use TLS 1.0 is checked.
    8. Verify Use TLS 1.1 and Use TLS 1.2 are not checked.
    9. Click OK to close the Internet Options window.
    10. Close Internet Explorer.
    11. Restart your computer.
    12. Open QuickBooks and try to send again.

    Determine if you are on a network and choose the option that fits you.

              If you are on a network:

    1. Open Internet Explorer.
      1. Click Tools > Internet Options.
      2. Click the General tab.
      3. In the Browsing History section, select Delete.
      4. Click Delete.
      5. Verify Temporary Internet files, Cookies and History are selected.
      6. Click Delete.
      7. Click OK.
    2. Go to the command prompt and flush the DNS.
      1. For Windows XP: click Start > Run.
        For Windows Vista or Windows 7: click Start > All Programs > Accessories > Run.
      2. Type CMD.
      3. The Command Prompt will open.
      4. Type ipconfig /flushdns
      5. Press Enter.
    3. Send payroll.

              If you are not on a network:

    1. Reboot your computer.
    2. Send payroll. If not successful continue with the steps.
    3. Go to the command prompt and flush the DNS.
      1. For Windows XP: click Start > Run.
        For Windows Vista or Windows 7: click Start > All Programs > Accessories > Run.
      2. Type CMD.
      3. The Command Prompt will open.
      4. Type ipconfig /flushdns
      5. Press Enter.
    4. Send payroll. If not successful continue with the steps.
    5. Open Internet Explorer.
      1. Click Tools > Internet Options.
      2. Click the General tab.
      3. In the Browsing History section, select Delete.
      4. Click Delete.
      5. Verify Temporary Internet files, Cookies and History are selected.
      6. Click Delete.
      7. Click OK.
    6. Go to the command prompt and flush the DNS.
      1. For Windows XP: click Start > Run.
        For Windows Vista or Windows 7: click Start > All Programs > Accessories > Run.
      2. Type CMD.
      3. The Command Prompt will open.
      4. Type ipconfig /flushdns
      5. Press Enter.
    7. Send payroll. If not successful continue with the steps.
    8. Open Internet Explorer.
      1. Click Tools > Internet Options.
      2. Click the Advanced tab.
      3. Scroll to the section labeled Security.
      4. Uncheck:
        • Check for publishers revocation
        • Check for server certificate revocation
      5. Click OK.
    9. Reboot your computer.
    10. Send payroll.

    Make sure you are in single-user mode when sending payroll data.

    1. Make sure that no one else is logged in to QuickBooks.
    2. If they are, you will need to ask them to sign out.
    3. From QuickBooks File menu, click Switch to Single-user Mode.
    4. Follow the prompts to continue to switch and log in again.
    5. Try to resend your payroll. If this does not work, proceed to the next step.

    Get Payroll updates.

    1. Choose Employees > Get Payroll Updates.
    2. Click Update whether you have downloaded the most recent update, or not.
    3. After the download is finished, restart QuickBooks.
    4. Resend your payroll information. If this does not work, proceed to the next step.

    Check your system date and time properties.

    1. On the Microsoft Windows taskbar, double-click the time display (for example, 11:05 a.m.).
    2. If the date and year settings and time zone in the Date and Time Properties window are not correct, correct them, and click OK.
    3. Restart your computer.
    4. Resend your payroll information. If this does not work, proceed to the next step.

    Make sure you are using Internet Explorer at your default web browser.

    Set Internet Explorer to be your default browser. Try to resend your payroll. If this does not work, proceed to the next step.

    Make sure you can access a secure web site.

    This is an example of a secure web site - https://peg.quicken.com/ or your personal page on your banking institution's web site. Try to resend your payroll. If this does not work, proceed to the next step.

    Note: If you cannot access a secure site, you might need to reconfigure your Internet and/or firewall.

    Verify that you have downloaded the latest tax table updates and you have downloaded the latest QuickBooks product release version.

    Try to resend your payroll. If this does not work, proceed to the next step.

    Clear the Publisher's Certificate Revocation checkbox.

    1. Open Internet Explorer.
    2. On the Tools menu, select Internet Options.
    3. Click the Advanced tab.
    4. Under Security, clear the Check for publisher's certificate revocation checkbox.
    5. Click OK.
    6. Restart your computer.
    7. Resend your payroll information.

    If you have verified your date and time settings and the problem persists, try updating your security certificate.

    1. Go to www.verisign.com/cgi-bin/support/rootcert/getrootcert.cer. The File Download window appears.
      NOTE: If you get a link blocked error, you need to reconfigure your firewall or contact your IT person to resolve this problem.
      (If this address takes you to the main page of Verisign, enter the address in the search box at www.Google.com, and click the first link.
    2. Click Save, and then save the certificate to the Desktop.
    3. When the download is finished, the certificate icon appears on the Desktop. Double-click on the icon.
    4. A window appears. Click Open. A certificate appears.
    5. At the bottom, click the Install Certificate button.
    6. In the Certificate Import Wizard, click Next.
    7. Make sure the Automatically select the certificate store based on the type of certificate checkbox is selected. Click Next.
    8. Click Finish.
    9. The message "The import was successful" appears.
    10. Go to http://SVRSecure-aia.verisign.com/SVRSecure2005-aia.cer.
    11. The File Download window appears.
    12. Click Save, and then save the certificate to the Desktop.
    13. When the download is finished, the certificate icon appears on the Desktop. Double-click the icon.
    14. A window appears. Click Open. A certificate appears. At the bottom, click the Install Certificate button.
    15. In the Certificate Import Wizard, click Next.
    16. Make sure the checkbox Automatically select the certificate store based on the type of certificate is selected. Click Next.
    17. Click Finish.
    18. The message "The import was successful" appears.
    19. After installing the two certificates, go to https://peg.quicken.com. You should not get a security warning.
    20. Open QuickBooks.
    21. Resend the payroll information.

    If you are using a wireless Internet connection and have access to a computer with a cable Internet connection, try sending from that computer. Sometimes wireless connections are not secure.

    If you have Be Safe application installed, you cannot send your information. Be Safe blocks all financial information that is transmitted to and from the computer.

    Switch Shared Download to Yes or No.

    1. Choose Help > Update QuickBooks.
    2. Click the Options tab. Choose Yes or No for Shared Download (No is recommended).
    3. Resend the payroll information.

    Revalidate your payroll subscription.

    DIY Payroll:
    1. Go to Employees > My Payroll Service > Manage Service Key.
    2. In the lower-left corner of the screen, click Edit.
    3. Click Next.
    4. Click Finish.
    5. A message appears: "You've retrieved the latest payroll update and validated your Payroll subscription."
    6. Resend your payroll information.

    Assisted Payroll:
    1. Go to Employees > My Payroll Service > Account Info/Preferences.
    2. The QuickBooks Payroll Account Maintenance page will open.
    3. Close the QuickBooks Payroll Account Maintenance page, a validating service window will appear.
    4. A message appears: "You've retrieved the latest payroll update and validated your Payroll subscription."
    5. Resend your payroll information..

    Check your QuickBooks Internet connection.

    1. From the Help menu, click Internet Connection Setup
    2. Select Use my computer's Internet connection settings to establish a connection when this application accesses the Internet.
    3. Click Next.
    4. Click Advance Connection Settings.
    5. Click LAN Settings. Make sure the Automatically Detect Settings checkbox is selected and the Proxy Server checkbox is not selected.
    6. Click OK twice. Click Done.
    7. Resend your payroll information.

    Add *.quickbooks.com and *.payroll.com to trusted web sites. Then, resend your payroll information.

    If you are using a router, it might have to be reset because the routing tables might be full (commercial routers typically have limited memory allocated to this).

    To reset the router:
    1. Unplug the power cable to the router and wait about 10 seconds.
    2. Plug the router back in. Wait a few minutes to establish an Internet connection.
    Note: There is a difference between a router and a modem. Modems typically have one Ethernet port and another port for either a cable line or phone plug. Routers typically have more than one Ethernet port, and can accommodate several computers. Sometimes you might encounter a hybrid modem-router. The reset method works the same for these units.

    Unplugging the router does not cause it to lose its internal settings.

    If the program update attempt fails, again, reset the QuickBooks program updates.

    Perform a clean install in Selective Startup if these steps do not resolve the problem.

    Start the computer in Safe Mode with Networking before sending payroll if these steps do not resolve the problem.

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