Q: After inserting the Employer CD-ROM the splash screen appears, however when I click the buttons to install or run from CD, nothing happens so I cannot install the CD-ROM
A: A firewall or other security software may be preventing the CD-ROM splash screen from functioning correctly. However it can still be installed by running the setup program directly from the CD-ROM.
1. Browse the CD-ROM (in Windows, open 'My Computer' (2000, XP) or 'Computer' (Vista, 7), right-click on the CD-ROM and select 'Open'; on Mac OS X or Linux simply double-click the CD-ROM icon on your desktop).
2. Locate the 'setup' program (the icon looks like a blue computer monitor with a green arrow and a yellow box next to it). Double-click this program to run it.
Once the installation is complete, you may need to create exception rules for the Employer CD-ROM within your firewall or security software. If you do not know how to do this then contact your software provider.
Q: When I am installing the CD-ROM, the installer program stops responding during the 'Installing Shared Content' stages (1-8 of 8).
A: During this phase a large number of files are being copied from the CD-ROM to your computer. Depending on the speed of your computer and CD-ROM drive, this may take several minutes. If the installer program appears to stop responding, please wait a few minutes as it will normally start responding again once the files have been copied.
Q: When I am installing the CD-ROM, an error appears during the 'Installing Shared Content' stages (1-8 of 8).
A: This may occur because a file has failed to copy from the CD-ROM to your computer. Please try cleaning the disc with a soft cloth and checking for dirt, dust or scratches, before trying again. If problems persist then you may need to order a replacement CD-ROM from the Employer Orderline.
Q: I created firewall exception rules for the 2009 CD-ROM and it worked. Do I need to create new rules for the 2010 CD-ROM?
Depending on your firewall software, you may need to create a new set of firewall exception rules for the 2010 CD-ROM. Please note that if you specified the port number when creating your rules for 2009 (port 46720) then you will need to change this to 46721 for the 2010 CD-ROM.
Q: When launching the Employer CD-ROM I see a 'Technical Difficulties' error message in a yellow box.
A: To allow the Employer CD-ROM 2009 updated edition to work correctly through your firewall you may need to create exception rules for the CD-ROM programs EmployerCDROM.exe and interface.exe. (For Mac OS X - EmployerCDROM.app, interface.app; Linux - EmployerCDROM.linux, interface)
If you are not confident to adjust your own firewall settings you should contact your firewall provider for advice.
If you have created Firewall Exceptions and still receive the Technical Difficulties error message please check the relevant steps below.
Q: I have just installed the Employer CD-ROM and removed the disc from my computer, and run the program straight away. The 'Technical Difficulties' error message appears in a yellow box, why is that?
A: Occasionally after installation, if the CD-ROM is removed straight away (or removed and then reinserted before installing) then the program may fail to launch even though it has installed correctly. This can be resolved by rebooting the affected PC and then retrying.
If the problem persists, and you have created firewall exceptions as detailed above, please continue with the relevant steps below.
Q: When launching the Employer CD-ROM I see an 'Application Difficulties' error message asking me to close and re-open the CD-ROM, what should I do?
A: Please try closing and re-opening the CD-ROM, and re-trace the steps you were taking when the problem happened, making a note of what you did. If the problem occurs again you will need to contact the Helpdesk (see the details below) but please have this information ready when you do.
Q: When I put the CD-ROM into the drive and open it on Mac OS X, nothing happens or an error message appears, what is the problem?
A: There is a known issue with the CD-ROM launcher on Mac OS X versions older than 10.4. The Employer CD-ROM can still be installed and used by double-clicking the 'setup' application on the disc.
Alternatively the problem will be solved by upgrading to the latest version of Mac OS X if it is possible to do so.
Q: Can I run the 2009 and 2010 CD-ROMs side-by-side?
A: No. If the 2009 CD-ROM is already running when you start the 2010 CD-ROM, the 2009 CD-ROM will stop working (displaying the 'Application Difficulties' error message, and vice versa.
Q: I am using the Employer CD-ROM on Linux, and the P11 summary fails to open?
A: This can be fixed by setting the BROWSER environment variable. For example, at a terminal prompt, cd to the directory where you have installed the Employer CD-ROM 2010 and type:
BROWSER=/usr/bin/firefox ./EmployerCDROM.linux
Q: Windows 7 places my data in the 'Public' folder, which is set up as a network share. How can I prevent this from happening?
A: You can choose an alternative location to save your data during the installation process. Simply choose the 'Custom' option when installing, and then on the screen entitled 'User Installation Location', select 'Custom Location'.
Please ensure that everyone who will be using the Employer CD-ROM 2010 has access to the folder that you choose.
Q: No data appears in forms filled out from the Employer CD-ROM. How can I fix this?
A: Instructions on how to fix this can be found by following the link below.
How to enable data from the Employer CD-ROM in PDF forms (PDF 126 KB)
Q: The PAYE Tax Tab is not visible on the P11
A: An update to Google Chrome meant that the tax tab was no longer visible in the P11. This problem has been resolved in the November update (version 2.1.2).
Q: How do I uninstall the CD-ROM?
A: Please note the following operation will delete all files including saved data and forms. Important: if you want to keep your database information you must back-up your data first.
Windows
Use the 'Uninstall' feature which can be found in:
Or use the 'Add or Remove Programs' feature in the Control Panel.
You will also need to delete the database separately which you can find
by entering %allusersprofile%/Application Data into Windows Explorer.
Mac/Linux
Locate the Uninstall program in the folder where you have installed the Employer CD-ROM 2010 (by default this is /Applications/HMRC/Employer CD-ROM 2010). If you selected a different location during the installation process the Uninstall program will be in this location.
Q: When I insert the Employer CD-ROM on Linux, an autorun prompt appears. When I select the option to autorun, a window appears but nothing else happens. How do I run the Employer CD-ROM?
A: To run the Employer CD-ROM correctly on Linux, locate the program 'EmployerCDROM.linux' on the CD-ROM and run it. Alternatively, to go straight to the installer, locate the program 'setup' on the CD-ROM and run it.
Q: After installing the Employer CD-ROM on Linux, the desktop shortcut does not appear correctly and does not launch the application. How do I get it to work?
A: To resolve the desktop shortcut issue on Ubuntu, right-click the shortcut, select 'Properties', go to the 'Permissions' tab and tick the box 'Allow executing file as program'. Alternatively, to run the Employer CD-ROM on any distribution of Linux after installation, browse to the folder where the product is installed, locate the program 'EmployerCDROM.linux' and run it.
A: At the time of writing Internet Explorer 9 is beta software and has been confirmed to cause problems when interacting with the Employer CD-ROM (for example when viewing a P11 summary). Our recommendation is to use an alternative default browser when using the Employer CD-ROM.
A: You may experience problems when running the Employer CD-ROM on localised (non-English language) versions of Windows. If possible you should run the Employer CD-ROM on an English version of Windows instead.
A: Download the November updated edition version number 2.1.2.
A: Download the November updated edition version number 2.1.2.
A: If you have experienced a problem with the Employer CD-ROM, please ensure that you have installed the most recent update from this website, restart your computer, and try again. If this does not solve the problem, please contact the Online Services Helpdesk.
When contacting the Helpdesk, please always have the details ready of the exact steps you are trying to perform when the problem happens.
If you are using Windows, the Employer CD-ROM Diagnostic Tool may help determine the cause of some common problems and the Helpdesk may ask you to run this tool, as it will allow them to diagnose the problem more quickly and efficiently.
You should be able to launch the diagnostic tool via the Start Menu - Programs > HMRC Employer CD-ROM 2010 > HMRC 2010 Diagnostic Tool.
If you are not using Windows, or you have been unable to run the Diagnostic Tool, you will be asked to provide the following details when you call:
