Staff unable to read payslips when they are emailed

[Meena]

Good evening,

I am hoping for some help please.

I have recently installed the latest Payroll upgrade, but now have quite a few staff saying there are problems opening / reading their payslips.

I get a copy emailed to me and I can view it and it looks as it should, but staff are saying that when they receive it, it only contains their name, or there is no holiday pay showing, or all the writing is on one line etc?

We have 2 companies and staff at both places are saying the same thing, and also one time their payslip is correct and the next week it is wrong?

Please can you advise what I should do?

Thanks very much!

[Steven_M]

Hi @Meena

Welcome to the MYOB Community Forum, I hope you find it a wealth of knowledge. If you do have enquires don't hesitate to post them so the MYOB Community can assist.

So we can investigate this further for you are you able to answer the following questions:

• What PDF program do you have installed on your computer?
• What PDF program do your employee's have on their computers?
• Do you use your own email program to send those payslips or via SMTP?
• When you say you have got a copy sent to yourself is that one the computer that generated the payslips or another computer?
• Within Payroll, do you have Tools>>Options>>Leave>>"Password protect pay slips emailed or sent to MyStaffInfo" ticked?
• Is it just one pay run that this has occurred for has it been multiple pay runs?

[Meena]

Hi Steven,

Thanks for responding.

- We have Adobe Reader XI installed.

- Not sure what the staff have (we have 30 staff between the stores) and not all staff are having the problem.

- The copy I get is the copy that is sent to me at home (also as my husband is on the payroll he gets a payslip emailed and it is fine?).

- I use Windows Live Mail to send the payslips as I haven't been able to send them since Telecom changed it's server.

- No - I have just checked and I do not have that box ticked - should it be?

- It has been for multiple pay runs since I installed the upgrade around the 1st April.

Hope this helps a bit more?

Thanks very much

[Steven_M]

Hi @Meena

I would be asking around to see if the staff that have not been able to correctly see those payslips what email and PDF program they use. As they are unable to see those PDFs I would making sure that they have updated their PDF programs to the latest versions.

You also mentioned that use Windows Live for your email program. MYOB has only tested and therefore only support Outlook 2003 - 2010 (32 bit) for emailing out of Payroll. This is as per the Payroll Release Notes for 2015. I do know that Windows Live does cause some concern with AccountRight in regards to emailing. As its not full MAPI compatible it can create errors relating to connection or removing data from the emails.

In regards to "Password protect pay slips emailed or sent to MyStaffInfo" it doesn't need to be turned on. This preference sets the IRD number as the password on the PDF. By having this preference on it can impact on the PDFs and how they interact with Payroll.  I would recommend emailing the payslips with this preference turned off unless you have a great need for adding a password on your payslips.