You have several options for troubleshooting in the Payroll feature. More information is available in the following sections:
- General Payroll Troubleshooting
- Checks
- Data Entry Tab
- Earning Statements
- Employee Preview Slide-out Panel
- Import and Export
- Pay Run Management Tab
- Quick Entry Sub-tab
General Payroll Troubleshooting
Some payroll entries are not displayed in the list
You might need to clear your filter settings. To do this, click Filter in the toolstrip. In the Filter panel, click Remove Filter, and then click Apply Filters.
View button is not displayed in the toolstrip (for example, in the Checks sub-tab)
The View button is only available in the Quick Entry sub-tab.
Cannot view audit records for deleted entries from the Audits panel of the Quick Entry, Checks, and Adjustments tabs of Payroll
It isn’t currently possible to view audit records in the Audit panel of these areas of the Payroll feature for entries once they are deleted. However, in the Pay Run Management version of these tabs, you can export audit records to a CSV file, which will include records for deleted entries.
(US only) Onsite checks are not printing in the correct format
(US only) Check has the In Process status
A user with necessary access needs to update the status of the check. See Override In Process Onsite Checks.
Some Payroll entries are not displayed
After a pay run has been committed, the application removes its associated transactions from the Data Entry tab.
Pay runs are not displayed in the Pay Run drop-down list of an entry
In the Data Entry tab, you can select the following pay runs:
- the current pay run that is open
- the next scheduled pay run
- off-cycle pay runs that are open and associated with the current and next pay runs of a pay group
Cannot select a pay run for an entry
In order to select a pay run for an entry, you must first select an employee from the Employee Name or Employee No field. Once you select an employee, the application populates the Pay Run field with the employee's current pay run that is open, and you can select another pay run option (for example, an off-cycle pay run) if it's available.
Background shading not being shown
Background shading in the header rows of the on-screen statement might not be shown in the print-out if background shading is not configured in the print settings of your browser. You can configure background shading during print time or through print page setup settings of your browser.
Employee Preview Slide-out Panel
Timesheet tab is not displayed
In order to view or use the Timesheet tab in the Employee Preview slide-out panel, the functionality must be added to your instance by Support.
Once Support adds this feature to your instance, you need to configure feature access for user roles. To do this, open the Features tab of System Admin > Roles, select a user role, and assign the following role features:
- Payroll > Data Entry > Flyout > Timesheet
- Payroll > Pay Run Management > Flyout > Timesheet
Imported entries are not displayed in the list after running an import
In order to see entries that you have imported, the import job needs have completed. To check the status of an import job, click the import status icon (
) in the toolstrip.
After an import job completes, you need to click Refresh to view the imported entries. If entries are still not displayed, it might be because your filter settings are excluding them from the list. To clear your filter settings, click Filter in the toolstrip. In the Filter panel, click Remove Filters, and then click Apply Filters.
Import file format defaults to TXT format when you use Save As option to save a file
When you open a CSV file Excel that was exported from any of the sub-tabs of the Payroll feature, and you save the file using the Save As option of Excel, the file format defaults to the Unicode Text (TXT) format. If you save the export file in the TXT format, you cannot open it in Excel or use it to import data to the Payroll feature.
To keep the file in the CSV format, expand the Save as type drop-down list, select CSV (Comma delimited), and click Save:
Excel displays a confirmation dialog box, in which you need to click the Yes option to continue with the save:
When you do this, the file remains in the CSV format. Moreover, the next time that you use the Save As option in Excel, the file format defaults to CSV, as expected.
Employees are not returned in search results when creating a new payroll entry (for example, a check)
Verify the following:
- The employee is assigned to the pay group associated with the pay run that is loaded.
- The employee was hired prior to the end of the pay period.
- The employee was not assigned the Terminated status before the pay period of the pay run. In order to add quick entries or check entries for these employees, you must manually add them to the pay run. See Include Terminated Status Employees in Pay Runs.
Cannot Edit Timesheet
When an authorized user other than you locks a pay period, which is done through the Pay Admin Checklist or Pay Approve Checklist, you cannot add or edit time on the timesheet. When you go to the Timesheet tab of the Employee Preview slide-out panel for an employee, the application displays a message to indicate that the pay period is locked:
Moreover, when you attempt to add or edit time, the application displays the Pay is Locked indicator:
The Delete All Filtered Entries option of the Delete button is not configured
Before you can use this button, you need to apply at least one filter to the list. For example, you can filter the list to only display entries for a specific location. See The Filter Button.