Miscellaneous Issues
For more support FAQs on older versions of Payroll Series software, please go to MyAatrix and log in with your email address and customer number. The Knowledge Base has extensive Q&A on previous versions of this product.

PLEASE NOTE: This document will update frequently as issues are added or resolved.

Unlock Codes!

Q. How do I get an unlock code for my product?

A. All product unlock codes are located on MyAatrix.com web site . You will need your E-mail address and customer number to access the web site. Once you've logged in, click the Updates tab. The unlock code is listed with your product download.

Q. Where do I find my payroll backups? I used to be able to go in and do a backup and tell my computer where to put it. Now I can't even find a payroll backup.

A. With version 15 and 16 the system automatically backs up up every time you do payroll. Backups are stored in your User Document folder, inside a folder called Payroll Backup. Inside the Payroll Backup folder will be a folder with you company name on it. This contains your backup. If you want to transfer this file to an external disc or drive, simply insert the external drive or CD disc, and drag the file to the icon that represents the drive or disc.

Previous Payroll (15) version FAQs

Q. The installer just flashes when I try to update to version 15, what is going on?

A. The user installing the product is not the Administrator. The person who is the administrator is the only user who can install software in the Applications folder. Please refer to Mac Help for more information on this and operating the mac computer. Mac help is located under the Help menu in the Finder. Click here to see some screenshots of locating a topic in Mac Help.

Q. Why do I get charged a support fee when I call in for help updating?

A. Aatrix provides free installation help with every update in the form of accompanying documentation. These documents are located on your CD ROM, or part of the download package and provide step-by-step instructions, tips, and advice for installing, upgrading, and getting started with your software. The latest Payroll Series updates in late March sent instructions with the E-mails that out to each registered user. We also freely provide help online at http://www.documentation.aatrix.com , where user manuals, installation guides, and Frequently Asked Questions are posted and updated live. Our documentation is easy to understand and geared to the average user who has a basic working knowledge of his or her computer.

For users in v 15 processing Print & Mail reports with the Aatrix FormViewer...

Q. My State Unemployment figures are not pulling into the forms. What's wrong?

In order for the State Unemployment information to pull into the forms, the Payroll Item needs to be set up correctly and should be entered as all capital letters, with the state abbreviation followed by a space and the name of the deduction, e.g., ND SUTA. To make it so:

1. In the Payroll Items tab window, highlight Employee List Settings.
2. Double-click the Employer Paid item for your state's unemployment.
3. In the Edit Employer Paid dialogue, change the title to (your state's abbreviation) and SUTA. For example, CA SUTA
4. Click OK.
5. Click OK in the Update Payroll Item alert message that displays.
6. Reprocess the form according to the instructions found in Chapter 7's Print & Mail Reports section of the user manual . (Link to online manual opens in a new window.)

Your unemployment tax amounts should now pull in properly.

Q. When processing Print & Mail reports I get messages warning me about missing fonts, and prompting me to register. What do I need to do?

There has been a new release of the FormViewer as of 1/7/2005. To receive this, process a Print & Mail Report. When you have the FormViewer displaying, select the Help menu and select Update Forms. The FormViewer will close and relaunch as your application is replaced.

Q. My unlock code won't work!

Solution:

If you are trying to the the v15 update from a CD, you need to select the folder titled For Payroll 15 and then enter the unlock code for the 15.1 update.

The separate unlock codes for the Tax Tables and Print and Mail are not necessary with the 15 install and will not work with the CD.

Q. I installed the update and received a message stating that it was successful. But when I look in my Top Pay folder, I still see the old application and none of the files seem to have been updated. Why is this?

Solution

Due to Apple's new structuring specifications, the new v15 Top Pay program is now installed in the OS X main Applications folder on the hard drive. The payroll data from your previous installation is automatically imported and stored in your user Documents folder on the hard drive.

Your original payroll application folder is not updated. You should Archive the old folder (in Finder, highlight the folder and select File > Create Archive, or else use an application like Stuffit®) and then save to external media for a backup. You can then drag the old payroll application folder to the Trash.

Q. Whenever I process a federal or state form, the program always gives me a missing fonts message and the form won't display or update. Where are these fonts?

Solution

We have a new FormsViewerFonts.pkg up on MyAatrix.com for you to download. Please download this package to install the missing fonts.

Q. I did the new install/update of v15 and saw a message that it was installed successfully to my Applications folder, but it's not there!

Resolution: The program probably was installed in your User Applications folder instead of the main Applications folder. This may happen if your computer is set up for more than one user. To find out if this happened:

1. Open a Finder window.
   You can do this by clicking the Finder icon in your Dock or selecting File > New Finder Window on the Finder menu bar.
2. In the left navigation frame, click your "house", which is the folder for your username.
3. Look for a folder there called Applications.
4. Your Payroll application should be there waiting for you!

Q. Can I upgrade from version 12, 13, or 14 to version 15 if using OS 9?

Resolution: The minimum OS for v 15 is 9.2.2.

If you are using OS 9.2.2 and purchased the upgrade to 15.1 from 12.x to 14.x, then you can upgrade to 15.1. Version 15.1 will operate under OS 9.2.2 with no problems.

If you are having problems with version 15.1 under OS 9.2.2, please contact Tech Support support@aatrix.com .Version 15 will not operate under an OS less than 9.2.2!

Q. Do I need to download the 2005 Tax tables and the Payroll Reports if I just downloaded version 15.1?

Resolution: NO. All Files for the payroll reports and the 2005 tax tables are included in the version 15.1 update. You do not need to download the 2005 tax tables and the print and mail reports as separate items.

Q. I'm receiving a message about the Defaults ƒ and the program application are not in the same folder.

Resolution: Check to see if the File Vault protection is turn on. This File Vault protection is located in the Security section of the Account in the System Preferences.

Q. Payroll Installer flashes and does not install anything.

Resolution: Another user may have downloaded the Update and as a result, all the files are read only or no access. Select the folder for the update and change the Ownership and Permissions to Read and Write and apply to items in the folder. Then the installer will work.

To change ownership and permissions:

1. In Finder, highlight the appropriate folder.
2. Select File > Get Info.
3. In the Ownership and Permissions section of the dialogue that opens, expand the Options section by clicking the arrow on the left.
4. Choose the Read and Write option from all popup menus (Owner, Group, Others)
5. Click the Apply to enclosed items button.
6. Close the Get Info dialogue.
7. Attempt the installation again, following instructions carefully.
   If you need instructions, access Online Installation Guides for instructions. Please access the correct instructions for your OS and version of Payroll.

Q. Program application cannot find the Defaults ƒ folder.

Check that:

if OS X: Make sure that file protection is turn OFF in System Preferences. File Vault protection must be turned off!
To do so:

1. Click the Preferences icon on the Dock.
2. Click the Security icon.
3. If you see that File Vault Protection is turned on, then click Turn Off File Vault.

If OS 9: Maybe you moved the Documents to another location. This Documents folder must be directly on the hard drive. It cannot be any other location or directory.
To fix this problem:

1. Locate the Documents folder and drag it to the root folder of the hard drive.

Q. Where is the Documents folder on OS 9?

After version 15.1 is installed:

1. The Top Pay Application will be in the Applications folder. The Applications folder will be and must be located on the hard drive.
2. The Aatrix Top Pay folder will be in the Documents folder. The Documents folder will be and must be on the hard drive.