Which persona is this?
Payroll Forms / Aatrix calls are most often Payroll Patty, with Canadian Charlie needing province-specific handling.
Year-End / Payroll Forms / Aatrix
This page replaces the old placeholder. It combines W-2/T4/1099 triage, Aatrix/PFS routing, FormsViewer fixes, and the most relevant busy-season videos.
Use this first on form-season calls
AE build, FormsViewer behavior, form/year affected, Mac vs Windows, and whether the issue is data, display, update, eFile, or registration.
Run the related report in AE Desktop first. Example: if 941 wages look wrong, compare against the 941 report from Index to Reports.
If FormsViewer opens but the form itself is broken or a field is designed/locked by the form, route to Aatrix when AE-side data is confirmed.
Running W2s/T4s/1099s4 items
Customer doesn’t see their payroll form under saved progress
What to do
Forms only show up under saved progress if the user fully completed the navigation wizard when going through the processing of their forms. At the end when they print/e file it always asks them to save it. If they didn't save it, it won't show up under saved in AE > Prepare Payroll Tax Forms)
Unable to update their payroll forms (missing vendor code)
What to do
Call Aatrix
Form not pulling in the correct data
What to do
This can be user error most likely, we need to run applicable forms in AED to confirm their numbers are correct in the first place. For example, someone saying their 941 isn't showing correct wages, we need to open AED and run the 941 report from the Index to reports and compare wage amounts.
Form not allowing to edit certain fields
What to do
Some boxes are not editable BY DESIGN, you need to open the form and check to see what the description says. It may be an auto calculated field. If its not auto and the customer was able to edit this field before, they need to contact Aatrix for further assistance. Something may be wrong with the form itself.
Aatrix Forms/Payroll Forms Service4 items
Formsviewer not opening on Mac or Windows
What to do
If you verified that AE is fully updated and reinstalled and Formsviewer will either simply not open or produce some sort of error - the customer needs to call Aatrix.
Opening a Payroll form causes AE to crash
What to do
Which macOS - any antiviruses? - whens the last time it worked? - Was a full reinstall done? Make sure they're on at least 33.0.2 build because prior builds had issues with Formsviewer.
Registering PFS - Invalid code
What to do
If they have an active PFS plan and get invalid reg code upon registration within AE, then use Betty to generate a new reg code and try using that to register again.
Form coming up blank
What to do
This happens due to Formsviewer not being fully updated & restarted properly. If you get this type of issue, click on Formsviewer at the top left corner (next to apple logo) > Check for Updates > Install update - once this is done, close Formsviewer completely, make sure there arent multiple copies on the dock/task bar. Then restart FV by displaying the form again, data should now populate.
Formsviewer issues on MAC1 item
Formsviewer crashes AEX/NEX OR. Formsviewer simply does not open or nothing happens.
What to do
In the following location, replace the existing Formsviewer folder with the download link provided below.
- 1. Location: Click Go (top toolbar) hold option key (bottom left) > Library > Application Support > AccountEdge Pro > Bottles > accountedge > drive_c > AccountEdgePro2020 (or AccountEdgePro) > staging
- 2. In the Staging folder location you will see a folder called Formsviewer, remove it and replace it with this one --> https://www.dropbox.com/scl/fo/lmlz0g89h8w6eaxkvs634/APawG-d1Kf6ya2…
Missing Formsviewer for Windows1 item
Error when launching forms "Error “Account Edge cannot find a file required to run "Payroll Tax Forms”
What to do
Download Formsviewer folder and place it within the C drive -> AccountEdge Pro folder (make sure you unzip the file first) - https://www.dropbox.com/scl/fi/zl9ut4ln43knjhy9rl6zr/FormsViewer.zi…
Loading Tax Tables1 item
Says he's not registered with Payroll Tax Service
What to do
Check Priority CRM and make sure they have an active PTS.
Related how-to videos
Start a New Payroll Year
W2s on windows
W2s on mac
T4s (electronic) is the same on mac and windows
Can follow the same steps for Printing a T4 slip as Electronic. Only diff for Printing is that you're not creating an e file at the end.
1099s on pre-printed forms is the same on mac and windows
E FILE 1099s
Renaming Support folder to reset custom forms location
This video shows how to "reset" the support folder and create a new one as well as copying and pasting the custom forms to the new folder