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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

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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 has is 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 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 . This is normal - the computer is generating the installation and this can sometimes take 10 + minutes or more.

Try to be 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:

  1. Restart the computer.
  2. Turn off any UAC (User Access Control), antivirus, and/or firewall that may be running. See this 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 below for instructions.
  5. 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:

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.

 

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titleIf using Windows 8 or later
  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.
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titleIf 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.
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titleIf 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.

Other possible issues

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.

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.

 

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titleRelated topics
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Payroll user guide

Downloading Payroll from my.MYOB

Computer crashing after installing Payroll

Error: "File Access Denied" when installing Payroll