PAYROLL PREMIER 19/20 - EXCEPTION ERROR - URGENT HELP NEEDED

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Pia
Pia Member Posts: 69 ✭✭
edited June 2020 in Payroll Premier
I've been trying to generate my STP file after my weekly pay run and it just sits idling and then crashes. I haven't even been able to export pays to banking as I can't get past generating the file. I've rebooted my computer and now when I try to log-in to payroll I keep getting this message -
"Exception occurred at address 00AB9CBA
Exception code C0000005: Access Violation
Process PID=8760  Image: C:\QPRollV28\QPayroll\qpv28.EXE
Thread 1  Handle=0000026C  TID=8160"
Have tried calling Reckon but not even able to get in the queue!



Comments

  • vittoria
    vittoria Member Posts: 30 ✭✭
    edited June 2020
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    I CAN'T GENERATE A REPORT EITHER 
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    My payroll won't even open now it just keeps coming up with that error and I'm stressing out as I need to pay wages :(

  • Lambert Kitchens
    Lambert Kitchens Member Posts: 46 ✭
    edited July 2019
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    I empathise with you but cannot help.  I've been on hold to Reckon for 1 hour after being told it would only be 10 minutes!!  There must be huge problems!
  • Rav
    Rav Administrator, Reckon Staff Posts: 15,392 Community Manager Community Manager
    edited August 2019
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    Hi Pia,
    The type of error message you're receiving is likely due to a corrupt data file.
    I'd recommend performing a rebuild in the first instance, or alternatively restore a backup and confirm is the same error presents itself.


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  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    I've gone in and deleted from the "corrupt" company file from the program files so that it wont be able to find it and then opened one of the other company files so that I was able to restore from my back and now I can redo the pays - hope that makes sense
    It seems that as soon as you try and generate the STP everything goes wrong hopefully they will  have a solution soon!

  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    Hi Rav, It wouldn't allow me to even get in for a rebuild so I've deleted the file and restored from my backup and was able to process file.  I'm just afraid to try the STP again it case it keeps crashing :(

  • Helen Bowers
    Helen Bowers Member Posts: 97 ✭
    edited June 2020
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    Hi Pia. You really do not need to generate an STP. After entering all the data and selecting "Process" your STP file appears once you select "Date Paid". You then select "Export" and the file "STPEXPORT.JSON" will be saved in the Export folder of your QPRollv28 program. Is this what you are doing?
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    Hi Helen ....yes that was what I was doing but it kept crashing after I selected date paid, it’s all ok now I had to restored the file.
  • vittoria
    vittoria Member Posts: 30 ✭✭
    edited July 2019
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    Helen someone was saying you have to turn STP REPORTS ON? I have been using the system without an issue for a year and now in 19/20 version it doesn't generate an stp file or export file as you refer to above
  • Helen Bowers
    Helen Bowers Member Posts: 97 ✭
    edited July 2019
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    I think turning on only refers to the payroll embedded in Reckon Business Premier. I never had to do that in Payroll Premier. Can you select "Single Touch Payroll" as a report? Check that out and see if you can.
  • vittoria
    vittoria Member Posts: 30 ✭✭
    edited July 2019
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    OH ok I can but nothing happens doesn't generate a report
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited January 2020
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    I'm having the same issues & you cant get through to tech support, anyone had any luck with any fixes?
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    Hi Peter, once I deleted the corrupt file and restored from my backup everything was ok
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited July 2019
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    Thanks Pia, after that could you create the STP file, or did it crash again?
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited July 2019
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    Also how were you able to get back in to payroll to restore the backup?
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    it can't find the delete file so it will then ask to open another company file or restore
  • Vanessa Cousins
    Vanessa Cousins Member Posts: 1 ✭
    edited July 2019
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    I had this same problem, ran payroll twice yesterday, and after clicking the date change for STP file, the program crashes.  Has there been a fix yet?

  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited July 2019
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    I'm stiil having issues... I had to uninstall & reinstall & restore a backup, make sure you put the 19/20 patch update that they have talked about. I have managed to sort things out for now, till next time i have to do pays again which i'm sure i'll end up with a whole new set of issues to work around.
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    Mine is still doing this every time I try to generate the STP file and I keep restoring from my backup! ??Its frustrating and time consuming and Reckon still have no fix for it!  The patch has done very little to fix anything, even the pay dates in the STP file are still not correct and I was told by Reckon that you need to go in and manually change them!  Why are we paying annually for software that is not doing its job??
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited July 2019
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    Rav,

    Are you guys any closer to a fix for this? this is ridiculous

    ?
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited July 2019
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    I would suggest investigation into a new software program, that is what i am currently doing & as soon as i can i will be changing...
  • Helen Bowers
    Helen Bowers Member Posts: 97 ✭
    edited July 2019
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    I think you are being unfair expecting "fixes" when most of us do not seem to have these problems. Or, we may have started STP early enough to solve them and work the software without trouble. Please read the replies we have all been giving you over these last couple of months as I am sure you will find the LITTLE things in your data base employee details that may be affecting your ability to lodge successfully. Just one wrong letter, number etc is all it takes to throw things out. Make sure you copy over to the Reports folder the update Rind.exe fix. You do NOT install it, but just overwrite the old file in the Reports folder.
  • Pia
    Pia Member Posts: 69 ✭✭
    edited July 2019
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    I'm sorry Helen if you think I'm being unfair and yes I have copied over the Rind.exe fix and not installed it.  My data base is not the problem as I still manage to export the STP file eventually and given that Reckon have also stated that yes there is a problem with the current software it's not my employee details that are the issue.  The problem here is that I shouldn't have to keep restoring my file it's time consuming and costing.  I have been using Payroll Premier since it was first released and I haven't encountered these problems up until STP reporting so I don't think that my comments are invalid.
  • Helen Bowers
    Helen Bowers Member Posts: 97 ✭
    edited July 2019
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    Yes Pia, understood. But how do you explain that most of us do n o t experience your problems. Indeed, when we first started STP we did have sone issues which almost all turned out to be things we were doing or not doing. The package works well. Just one question, do you use Payroll Premier stand alone or are you using the payroll inside the Reckon Accounts Premier? We made the decision years ago to keep the two software packages se p arate.
  • Independent Health
    Independent Health Member Posts: 1 ✭
    edited August 2019
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    My company just had the same problem, will have to waste half a day reentering data.

    @Helen Bowers, you hold your software to a very low standard if you are okay with them working for "most" of the users. As evidenced by this thread, this isn't an isolated problem. When a piece of software costs close to $1k a year and has this many problems, I think "ridiculous" is apt.
    One day, you will have a critical problem with the software and you will not appreciate another user telling you it's your fault because he/she doesn't have the same problem.

    My company has been using this software for 10+ years. It's always had a lot of problems. This software is very unstable, crashes often and the file corrupts very easily, these problems aside, I can easily list several more easily rectified problems. Reckon has no interested in allocating any additional resources to fixing this software. Payroll Premier is old and the language (Clarion) and clarion is pretty much extinct. I would venture to guess that there's mainly one overworked guy updating the software, probably just Joydeep.

    Rav is doing a great job communicating with the community, but Payroll Premier is on life support.

    My solution is to get a larger backup drive and have your backups run every hour, then start shopping for an alternative software as soon as possible, maybe even consider transitioning to Reckon's other better supported software.
  • Pia
    Pia Member Posts: 69 ✭✭
    edited August 2019
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    I've just accepted that now every week after trying to process a pay run I'm having to restore from my backup because the file crashes and it becomes corrupt.  I have payroll premier installed on different computers and they are all the same.
    It is beyond ridiculous!!
  • Eric Murphy
    Eric Murphy Member Posts: 216 ✭✭✭
    edited August 2019
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    Agree with the statement that Payroll Premier is on its last legs. It does what we need it to though and Reckon's technical support team is top notch. I just got off the phone with them (something unrelated) but have any of you reported this to their technical team? Might be worth doing so
  • Pia
    Pia Member Posts: 69 ✭✭
    edited August 2019
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    Yes I have and they also remotely logged into my computer to check on all my settings but they had no answer....he did say that they are aware of the issues everyone is experiencing but they don't have a solution at the moment.
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited August 2019
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    Hi Pia,

    A couple of things I did differently this week & i didn't have any issues, not sure if it will help but just putting suggestions out to help everyone.

    1. Once I completed entering the pay run for the week I did a backup so that if it crashed & had to restore I wouldn't need to enter the pay run again.

    2. I know it sounds ridiculos, but, Payroll always seems to crash if before I process the pay run I keep the last employee that I entered data for highlighted. If I click on an employee at the top of the list prior to processing, it doesn't seem to crash while processing.

    3. When clicking on the change to date paid to create an STP report i walked away until the report came up (this process took 10minutes to generate) I then exported the report from here instead of doing it the way that they show you in the webinar.

    This week I had no issues & I was able to lodge with the ATO with no problems. Fingers Crossed for next week!!

    Hope this will be of help to you guys :)
  • Pia
    Pia Member Posts: 69 ✭✭
    edited August 2019
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    Thank you Peter, I will give it a try next week :).  I've have been doing backups as soon as I processed the pays as well, I was tired of having to re-enter them.
  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited August 2019
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    let me know how you go :)
  • ANNE_10159061
    ANNE_10159061 Member Posts: 2 ✭
    edited August 2019
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    i have the same problem - but how can I rebuild if I cant get into the program.

  • Peter Norkett
    Peter Norkett Member Posts: 19 ✭
    edited August 2019
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    Hi Anne

    I had to Uninstall then reinstall the software then  do a rebuild from there
  • Pia
    Pia Member Posts: 69 ✭✭
    edited January 2020
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    Hi Rav, have Reckon issued any upgrades for Premier 19/20 to fix these issues?  I'm still having to restore frequently from backups :/

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