Installation troubleshooting

ANSWER ID:30845

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 Downloading Payroll from my.MYOB.

Close all programs

Make sure all other programs are closed before installing Payroll - this includes web browsers and programs which might be running in the background (like Microsoft Outlook and Skype). To close Skype, right-click the Skype icon in the system tray and choose Exit.

Payroll installation appears unresponsive

The MYOB Payroll install system is a two stage process:

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

The above process can take a while to complete. A progress bar will appear and stop at 100% and remain for up to 5 minutes. Once the progress bar disappears the screen will go blank and appear to do nothing. This is normal - the computer is generating the installation and this can sometimes take 10 minutes or more.

Be patient. Despite appearances, the Payroll installation is probably continuing in the background.

If all other programs are closed and the Payroll installation still seems unresponsive after an excessive amount of time, complete the following:

Restart the computer.
Turn off any UAC (User Access Control), antivirus, and/or firewall that may be running. You can restart these after installing Payroll.
Shut down any program that may start automatically with the computer.
Delete all temporary (temp) files on your computer. See below for instructions.
Run the Payroll update/install again.

Installation "Runs" but 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.

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.

Still experiencing issues?

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.

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 or later

Simultaneously press the Windows and R keys on your keyboard (the Windows key is between the Ctrl and Alt keys). The Run window appears.
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.
Go to the Home menu and click Select all. All folders and files in the temporary folder will be selected.
Go to the Home menu and click Delete. All folder and files in the temporary folder will be deleted.
If prompted to confirm the deletion, click Yes.

If using Windows 7 or Vista

Click the Windows logo (the Start button) in the bottom-left corner of the screen.
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.
Go to the Organize menu and choose Select All.
Go to the Organize menu and choose Delete.
At the prompt, click Yes to confirm the deletion.

If using Windows XP

Click the Windows Start button and choose Run.
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.
Go to the Edit menu and choose Select All.
Go to the Edit menu and choose Delete.
At the prompt, click Yes to confirm the deletion.