Payroll Premier 2017/18 problem emailing our payslips after upgrade

  • 2
  • Question
  • Updated 1 year ago
  • Answered
since upgraded to  Payroll Premier 2017/18, unable to email out payslips.  after clicking 'email', no employee email addresses appear eventhough employees profile contain email addresses and payslips set to be emailed.  Have tried uninstalling, reinstalling, same problem persists.   does anyone have similar issues?
Photo of Blandine Lorraine Lam

Posted 1 year ago

  • 2
Photo of Rav

Rav, Community Manager

  • 64,790 Points 50k badge 2x thumb
Hi Blandine,

Sorry to hear you're having issues after upgrade, I've found this KB and while it was written for the previous version, the principle of it is the same and could be helpful.

Check it out here and let me know if there's any change for you -

Payslips do not email from Payroll Premier
Photo of Tobias K

Tobias K

  • 184 Points 100 badge 2x thumb
I'm having the same issue too with Payroll Premier 2017/18 since I've upgraded.

There are no employee email address to select after clicking the email button in the payslips report. This function was working correctly in the previous version of payroll premier. 

It's not a security permission issue as described in that KB you've linked rather the program generating any to send in the dialog box presented.
Photo of Rav

Rav, Community Manager

  • 63,318 Points 50k badge 2x thumb
Hi Tobias,

I've just posted another thread on this issue, check it out here - 
Emailing payslips issue with Payroll Premier 2017/18
Photo of Simone

Simone

  • 182 Points 100 badge 2x thumb
I am having a similar problem. I am able to send to the entire email list however if I only want to select ONE employee it does not let me. Any ideas?? 
Photo of Mark

Mark

  • 446 Points 250 badge 2x thumb
I'm having the same problem Simone.  It won't let me select/deselect individual employees.  It's either all the employees or none of them.
Photo of Goph

Goph

  • 120 Points 100 badge 2x thumb
Similar problem but not quite the same.  Since upgrading if we try to email a payslip via outlook we get an error "sending email failed".  This only occurs with the 17/18 (26) version.  If I go back an try it again with 16/17 (25) it works fine.  This means it is a problem introduced wit the new version and not any problems with my system setup.
I also have a problem with selecting/deselecting in the email list.  No matter where I try in the list it only works on the first name in the list.
Need this fixed soon.  Some on my employees need their payslips urgently to give to Centerlink.
Photo of Mark

Mark

  • 446 Points 250 badge 2x thumb
"I also have a problem with selecting/deselecting in the email list.  No matter where I try in the list it only works on the first name in the list".

This is exactly the same problem we are having. Glad I'm not alone.
Photo of Simone

Simone

  • 182 Points 100 badge 2x thumb
Yes, I hope we can get an answer on this issue soon as I also need to select individual payslips often. 
Photo of Rav

Rav, Community Manager

  • 64,790 Points 50k badge 2x thumb
Hi guys,

Certainly hear your feedback on this, just an update to let you know where we're currently at with this.
At the moment the issue of being unable to select one or subset group of employees is being looked into, the developer is finding it difficult to replicate this issue in order to debug it appropriately. It seems to be sporadic in the sense of how many users its affecting, and under what conditions eg. operating system, version etc.

That said, we're still looking into it and as soon as I hear further info on this, I'll be sure to let you now here first.

I'm really sorry for the frustration and thank you all for your patience.

Cheers
Rav
Photo of Mark

Mark

  • 446 Points 250 badge 2x thumb
Hi Rav.  Currently using Windows 7 Professional
Photo of Goph

Goph

  • 120 Points 100 badge 2x thumb
My main problem is not being able to email at all.  For me the selection problem is a side issue.
Photo of Rav

Rav, Community Manager

  • 64,638 Points 50k badge 2x thumb
Hi Goph,

I've just flicked you a reply in your own thread :) 

Cheers
Rav
Photo of Rav

Rav, Community Manager

  • 64,790 Points 50k badge 2x thumb
Hi everyone,

We have resolved the issue in Payroll Premier 2017/18 that was causing the two scenarios below:

  • Employees were either missing or wouldn't show at all when trying to email Payslips in PP 17/18
  • From the email payslip window, users couldn't un-select employees from being emailed and had to email every employee

You will have to download this updated RINB.exe file and save it to the C:\ QPRollV26\Reports folder and replace the current one.
 
The folder structure might be different if you have changed the default installation path during installation wizard.

The two KB's below have step by step instructions (the instructions are the same but they talk about the above two issues separately):

Our sincere apologies for the inconvenience and frustration caused at this busy time of year. Let us know if you have any issues with the above.

Thanks,
Rav
Photo of Kristy Lakomy

Kristy Lakomy

  • 60 Points
Hi! I'm having a similar issue with Accounts Hosted. It worked last week but not this week. I click email payslips, select the period, select the payslips to email and then when it goes to the next screen they are not listed. Any ideas?
 
Photo of Rav

Rav, Community Manager

  • 64,790 Points 50k badge 2x thumb
Hi there Kristy,

The issue outlined above is specific to the Payroll Premier product and resolved via the fixes in my post above.

As you're using Accounts Hosted, what you may be experiencing is a corruption which causes the Send Forms to Send list to not show any entries. Check out this KB for info on this and the process on how to tackle it - 
Send Forms list is blank and there are no Payment Summaries to email

If you think its something different, please create a new thread seperate to this and we can go from there :) 

Cheers
Rav
Photo of Mark

Mark

  • 446 Points 250 badge 2x thumb
Works perfect, thank you!!

This conversation is no longer open for comments or replies.