Troubleshooting MYOB Payroll installation

Answer ID 30845   |    Published 06/03/2009 12:19 PM   |    Updated 14/05/2014 11:11 AM
How do I troubleshoot my MYOB Payroll installation?

If you have a current businesSUPPORT subscription, you can download the latest Payroll version (and installation instructions) from my.MYOB. For more info on doing this, see our support note Downloading updates from my.MYOB.

 

Are you seeing the following message when double-clicking the Payroll installation file?

Image

To fix this:

  1. Right-click the downloaded Payroll installation file and choose Rename.

  2. Add .exe to the end of the filename (making the filename MYOB_NZ_Payroll_v2014.1.exe), then press Enter.

  3. Windows will ask if you're sure you wantr to change the filename - click Yes to this confirmation message.

  4. Double-click the renamed file to start the Payroll installation.

 

If you're experiencing problems during the Payroll installation, check the following:

  • Make sure you close all programs before starting the installation. Other open programs can interfere with the installation process.

  • Open the Windows Device Manager (right-click My Computer and choose Properties then click the Hardware tab) and check for any yellow exclamation marks - these indicate conflicts. Resolve any conflicts before installing.

  • Right-click your Desktop and choose Properties then click the Appearance tab. Make sure your Windows font size is set to Normal.

  • Make sure you are logged into Windows as an administrator, or as a user with administrator privileges.

  • If an error appears that relates to installing *.OCX files, click OK and start the installation again.

Payroll installation appears unresponsive

Due to the requirements of Windows 8, 7 and Vista, the MYOB Payroll install system has a two stage process:

  1. "Unpacking" the installer, which basically prepares the Payroll installer to run.

  2. Running the Payroll installer.

 

The above process can take up to 10 minutes to complete - even longer if other programs are running at the same time. So make sure all other programs are closed when you're trying to install Payroll. The other thing to do is...be patient! Despite appearances, the Payroll installation may be continuing in the background.

However, if all other programs are closed and the Payroll installation still seems unresponsive after an excessive time, complete the following:
  1. Restart the computer.

  2. Turn off any UAC (User Access Control), antivirus, and/or firewall that may be running. See this support note for instructions on turning UAC on and off. You can restart these after successfully installing Payroll.

  3. Shut down any program that may start automatically with the computer.

  4. Delete all temporary (temp) files on your computer. See Deleting temp files below for instructions.

  5. Run the Payroll update/install again.

 

If the above process fails, it will be necessary to start the computer in safe mode. This will ensure there are no background processes running which may interfere with the installation. Click here for a support note describing how to start Windows in safe mode.


Deleting temp files

Deleting temporary files on your computer which Windows no longer needs can eliminate some installation issues. Complete the steps below for your operating system, then attempt to reinstall your Payroll software.

 

If using Windows 8

  1. Simultaneously press the Windows and R keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The Run window appears.

  2. At the Open field, type %temp% then press Enter. This will open the folder that Windows has designated as the Temporary folder. This folder contains folders and files which Windows needed at one time but are no longer useful.

  3. Go to the Home menu and click Select all. All folders and files in the temporary folder will be selected.

  4. Go to the Home menu and click Delete. All folder and files in the temporary folder will be deleted.

  5. If prompted to confirm the deletion, click Yes.

 

 

If using Windows 7 or Vista

  1. Click the Windows logo (the Start button) in the bottom-left corner of the screen.

  2. In the search box, type %temp% and press Enter. This command will open the folder that Windows has designated as the Temporary folder. These are folders and files that Windows needed at one time but are no longer useful.

  3. Go to the Organize menu and choose Select All.

  4. Go to the Organize menu and choose Delete.

  5. At the prompt, click Yes to confirm the deletion.

 

 

If using Windows XP

  1. Click the Windows Start button and choose Run.

  2. In the displayed window, type %temp% and click OK. A folder full of files and other folders will appear. All of the folders and files you see in this Temporary folder are no longer being used by Windows XP.

  3. Go to the Edit menu and choose Select All.

  4. Go to the Edit menu and choose Delete.

  5. At the prompt, click Yes to confirm the deletion.

Installation "Runs" yet the version has not updated

This is usually because Payroll has been open while the upgrade was run. Shut down all programs and run the installation again.


Program behaves erratically or data not found (Windows Vista only)

Earlier versions of Payroll kept the data files in a data folder within the same folder as the program files (C:\Program Files\MYOB\Payroll\Data). The Vista operating system, for security reasons, will not allow this to happen; instead it "pretends" to allow that path to be used and creates a Virtual Store elsewhere on the computer.

The use of this Virtual Store over a period of time means the system becomes unreliable and data can become corrupted.

To resolve this, ensure you have a current backup, then follow the steps in this support note. Please note, if some of the files mentioned in the support note do not exist - especially those listed in step 1 -C:\Users\Public\Data\MYOB\Payroll, simply ignore that step.


File Access is Denied

This can occur in Windows 8, 7 and Vista. To resolve, right-click the Payroll update icon and select "Run as Administrator". This will require the Administrator password to be entered.

For further information on 'File Access' issues click here.




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