Execupay Reports Are Not Being Delivered

This article provides a checklist of the possible reasons why payroll or quarterly reports are not being delivered to a payroll client set up with HUB report delivery.  This article is split into separate sections for payroll reports and quarterly reports.

For a full walk through of how to set up HUB report delivery, please see the article Execupay Report Delivery Set Up.

For a preview of what your client will see when they receive their reports through HUB, please see the article Payroll and Quarterly Report Delivery in HUB.

How HUB Report Delivery Work?

HUB report delivery is handled by the FileGuardian Express software installed on your Execupay database server.  About 20 to 30 minutes after the client's payroll is printed, the software will send copies of the reports up to Shugo's servers for delivery to the client.  Reports will be sent to each employee who is defined on the Report Opts screen in Execupay.

Quarterly reports are delivered to clients at 7am the day after quarter-end is run using the Process EOP screen.  Reports are sent to employees with the "Quarter End" option enabled on the Company Contacts screen.

Note: In Execupay, the "Post Reports" and "Reinitialize Reports" options on the SHUGO screen do not work with HUB report delivery.  Those options upload employee pay stubs and employee W2s but they will not post payroll reports or quarterlies to the client.

Payroll Report Delivery - Client Setup Checklist

  • Company > Custom Fields: The "SHUGO Report Delivery" custom field should be added with the string value of YES. (screenshot)
  • Report Opts > Enable web post: The client's printing option should be set to "Web Post". (screenshot)
  • Report Opts > "e" icon: Employees receiving payroll reports should be selected as Authorized Web Users.  (screenshot)
  • Report Sched > "e" icon (optional): By default, HUB delivers all payroll reports to the client.  If they should be sent specific reports instead, the report delivery list can be set up in the "e" icon screen.  (screenshot)
  • Online Access > SHUGO: HUB should be enabled for the company whose reports are being delivered, and each employee receiving reports should have either HUB Basic or Full enabled. (screenshot)
  • Terminated Employees: HUB does not deliver reports to terminated employees.
  • For CPAs: If reports are being sent to an employee that is set up under a different company (e.g. when reports need to be sent to a CPA), HUB must be enabled for that other company where the CPA employee is defined.  HUB Basic or Full should be enabled for the employee.

Payroll Report Delivery - Payroll Processing Checklist

  • Were the reports generated?  HUB delivers the payroll reports generated by Execupay during the print step of the payroll.  You can confirm whether reports were created by by looking at the Report Library > Distributed Reports tab. (screenshot)
    • If reports are not listed on the Distributed Reports tab, it means Execupay did not create the payroll report files during the print step. To fix this, open the payroll and reprint it.
    • If reports are listed but they are not in the "completed" status, it means Execupay originally created the reports but something caused them to be deactivated.  This could have prevented them from being delivered through HUB.  To fix this, open the payroll and reprint it.  
  • Does FileGuardian show processing history for the payroll?  The FileGuardian website provides a view into the client's processing history, including the delivery of payroll reports.  In the FileGuardian website, open the client and look in the FGXep tab in the center of the screen.  (screenshot)  (Click here for a step-by-step walkthrough.) 
    • Is the check date of the payroll listed?  If not then the reports have not been transmitted from EP to HUB for delivery.  Check the Distributed Reports screen to confirm that the report files were generated.  Also, it may take up to 30 minutes for reports to be delivered after the payroll has been printed, so it could be the case that the reports have not yet been picked up for delivery.
    • Is the check date listed but the report group count is empty?  If so then reports were not transmitted from EP to HUB for delivery.  Check the Distributed Reports screen to confirm that the report files were generated.  Also, it may take up to 30 minutes for reports to be delivered after the payroll has been printed, so it could be the case that the reports have not yet been picked up for delivery.
    • Is the check date listed but the report group count zero?  If so then it means reports were correctly transmitted from EP to HUB for delivery, but based on the client's setup there were no active employees to send the reports to.  Review your setup in Execupay to confirm active employees have been set up.
    • If the report group count is greater than zero, it means that payroll reports were successfully sent to the client.
  • Have you received any email alerts from Shugo?  HUB will send an email alert to your FGX administrator if certain parts of the employee setup is incomplete. (screenshot)
    • An email alert will be sent if an employee is set up for report delivery on the Report Opts screen in Execupay but they do not have HUB enabled.
    • An email alert will be sent if an employee is set up for report delivery on the Report Opts screen in Execupay, but they are terminated in Execupay or have been made inactive in HUB.

Quarterly Report Delivery - Client Setup Checklist

  • Company > Custom Fields: The "SHUGO Report Delivery" custom field should be added with the string value of YES. (screenshot)
  • Report Opts > Enable web post: The client's printing option should be set to "Web Post". (screenshot)
  • Contacts > Enable Quarter End:  Employees receive quarterly reports should be selected on the Contacts and should have the Quarter End option selected.  (screenshot)
  • Online Access > SHUGO: HUB should be enabled for the company whose reports are being delivered, and each employee receiving reports should have either HUB Basic or Full enabled. (screenshot)
  • Terminated Employees: HUB does not deliver reports to terminated employees.
  • For CPAs: If reports are being sent to an employee that is set up under a different company (e.g. when reports need to be sent to a CPA), HUB must be enabled for that other company where the CPA employee is defined.  HUB Basic or Full should be enabled for the employee.

Quarterly Report Delivery - EOP Processing Checklist

  • Were electronic quarterlies generated?  HUB report delivery will only send reports to the client if the "Post Paperless" option was selected on Step 3 of the Process EOP workflow. (screenshot)
  • Were the quarterlies created today?  HUB does not immediately post quarterly reports in the same way that it does payroll reports.  Instead quarterly reports will always be sent to the client the day after quarterlies have been run.  This will typically occur at 7am the morning after processing.
  • Does FileGuardian show processing history for the quarter-end?  The FileGuardian website provides a view into the client's processing history, including the delivery of quarterly reports.  In the FileGuardian website, open the client and look in the FGXep tab in the center of the screen.  (screenshot)  (Click here for a step-by-step walkthrough.)
    • Is the quarter-end listed?  If not then the reports have not been transmitted from EP to HUB for delivery.  Check the Distributed Reports screen to confirm that the report files were generated.
    • Is the quarter-end listed but the report group count zero?  If so then it means reports were correctly transmitted from EP to HUB for delivery, but based on the client's setup there were no active employees to send the reports to.  Review your setup in Execupay to confirm active employees have been set up.
    • If the report group count is greater than zero, it means that quarterly reports were successfully sent to the client.
  • Have you received any email alerts from Shugo?  HUB will send an email alert to your FGX administrator if certain parts of the employee setup is incomplete. (screenshot)
    • An email alert will be sent if an employee is set up for report delivery on the Report Opts screen in Execupay but they do not have HUB enabled.
    • An email alert will be sent if an employee is set up for report delivery on the Report Opts screen in Execupay, but they are terminated in Execupay or have been made inactive in HUB.