Background

This support article covers different errors that can occur when attempting to use Aatrix's Forms Viewer software from AccountEdge and how to correct these errors.

AccountEdge Cannot Find a File Required to Run "Payroll Tax Forms"

This message occurs when you attempt to open "Prepare Payroll Tax Forms", but the Forms Viewer software cannot be located.

Reasons for the message:

• The Forms.txt file is missing from the Aatrix Forms Viewer application folder. This could occur if the Aatrix install wasn't run or didn't complete properly.
• The Forms Viewer folder is not in the same folder as the AccountEdge application. Someone may have moved the program to the Desktop, or another location.

This can be resolved by uninstalling both AccountEdge and the AccountEdge Payroll Form Viewer and then reinstalling AccountEdge. If you have another version of AccountEdge, you can also copy the Forms Viewer folder from another version of the software and move it into your current application folder.

Update Error!

Ensure that the Forms Viewer is in your Applications Folder when being run. Ensure that AccountEdge is in your Applications Folder and not being run from its DMG.

"Error retrieving vendor updates document from the update site" or "Error initializing wizard"

Some users have reported receiving this error when attempting to run and update the Forms Viewer software. This can occur for two reasons. The first reason is that the user is not logged into their Windows machine as an Administrator.

The second is that the User Access Control settings are too high. You can get around this by turning off User Access Control.

Note: We suggest that if you are going to attempt to do this you contact an IT professional. AccountEdge Technical Support is not able to assist with this process.

This Microsoft support page has further information regarding disabling or changing User Access Control.

Unable to Create Parameter File

You can receive the message "unable to create parameter file" message when selecting Payroll > Prepare Payroll Tax Forms, or when selecting Display while in Prepare Payroll Tax Forms.

Cause:
This message is generated if the software is unable to create or write the AatrixConfig.ini file.

Resolution:
On Windows, this file resides in the Forms Viewer folder. Verify the user has full, read-write control permissions on the file and the Forms Viewer folder.

Cannot Tab Through Payroll Tax Forms

If a Mac user cannot tab through all the fields on a Payroll Tax form.

If Mac users call to report that they cannot tab through all the fields on the form (it will only let them go to the check box fields). It is because they have turned on full keyboard access (I am unsure why anyone would need this feature). This will only be a problem on forms with check boxes. You can correct the problem on their computer by doing the following:

1. Select "System Preferences" under the Apple menu.
2. Click on the "Keyboard & Mouse" settings.
3. Click the "Keyboard Shortcuts" tab and make sure check box "All Controls" is NOT checked. (The default is Text Fields only.)
4. Note: Having it not checked is the system default, so the user would had to have turned this on.

Upload Error

When attempting to eFile Payroll Forms if you receive the following error (on Mac): Upload error Payload chunk upload error: non-OK HTTP response

The issue is that you are running on Mac OS X 10.5.8 on a PPC. Aatrix requires 10.6 and newer with Intel processors for e-File processing.

Uninstalling and Reinstalling

Windows

If you deleted the AccountEdge folder without first uninstalling Forms Viewer it can cause this to happen after reinstalling AccountEdge. You can resolve this by uninstalling both the AccountEdge software and the Forms Viewer software and then by reinstalling AccountEdge.

1. Go to Start > Control Panel > Programs > Programs and Features
2. Choose to Uninstall a Program
3. There are two separate uninstallers that need to be run - the one for Payroll Form Viewer as well as the one for AccountEdge

After uninstalling both AccountEdge and Payroll Forms Viewer you can reinstall the software.

Mac

AccountEdge for Mac is a little more straight forward to uninstall and reinstall then Windows. You just need to delete the AccountEdge folder in Applications and reinstall.

For more detailed instructions on uninstalling and reinstalling AccountEdge please see this article.

Copying the Forms Viewer from Another Version

If you have multiple versions of AccountEdge you can copy the Forms Viewer folder from one application folder to another.

Mac

To do this on Mac:

1. Open Finder
2. Click on Go > Applications from the menu bar at the top of the screen
3. Double-Click into an older AccountEdge folder
4. Click once on the Forms Viewer folder and choose Edit > Copy from the menu bar at the top of the screen
5. Click on Go > Applications from the menu bar at the top of the screen to get back to Applications
6. Double-Click on the current AccountEdge folder and then choose Edit > Paste from the menu bar at the top of the screen

Windows

To do this on Windows:

1. Go to your C:\ Drive
2. Double-Click into an older AccountEdge folder
3. Right-Click on Forms Viewer and choose Copy
4. Go back to your C:\ Drive
5. Double-Click into the current AccountEdge folder
6. Right-Click and choose Paste

Issue Updating the Forms Viewer Software - Initialization Error

To be able to successfully update the Forms Viewer software - Forms Viewer must be installed properly and have appropriate access to the internet. This Aatrix support page has further information regarding the technical and system requirements for using Forms Viewer.

Government Forms Engine Failure

User's have reported an issue of receiving a Forms Engine Failure! error when attempting to open Forms Viewer on macOS 10.12 Sierra.

This issue can be resolved by moving the Forms Viewer software, running the update to it, and then moving it back to the necessary location.

To do so:

1. Open Finder
2. Choose Go > Applications from the menu bar at the top of the screen
3. Double-Click into the AccountEdge Pro or Network Edition Folder
4. Double-Click into the Forms Viewer folder
5. Drag the Form Viewer Application from the Forms Viewer folder into the main AccountEdge Pro or Network Edition Folder
   
6. Double-click on Form Viewer - you will be prompted to Update - do so
7. Drag the Form Viewer Application back into the Forms Viewer folder
   

You should then be able to launch Form Viewer from AccountEdge as normal.

Updating .NET Framework (Windows OS)

See this FAQ for more information on .NET Framework requirements for Aatrix Payroll Tax Forms.

Formsviewer Crashing on Mac

When you experience a crash of your Formsviewer, you can do the following:

- In the following location, replace the existing formsviewer with the download link provided: https://accountedge.cachefly.net/downloads/FormsViewer/2023-01-20/Forms%20Viewer.zip

Location:  Click Go (top toolbar) hold option key (bottom left) > Library > Application Support > AccountEdge Pro > Bottles > accountedge > drive_c > AccountEdgePro2020 > staging 

In the Staging folder location you will see a folder called Formsviewer, remove it and replace it with this one - https://accountedge.cachefly.net/downloads/FormsViewer/2023-01-20/Forms%20Viewer.zip

Option 2 - Do a complete reinstall of AccountEdge

1. Go to Applications > delete the "AccountEdge Pro" app
2. Click Go (top toolbar) > hold option key (bottom left of keyboard) and Library will appear in this Go menu dropdown > Click Library > Application Support > You will see now "AccountEdge Pro" as a folder, delete that.
3. Install a fresh copy of AE