Troubleshooting & errors
Resolve common payroll issues and errors
By Jordan1 author28 articles
Error: 'You are currently assigned to a restricted Security Profile'When opening the payroll, I see the error message, Permission Denied. You do not have permission to view the Employee form or $1 record found, sorry, an unexpected error occurred.…
Clearing browser cacheAccess Payroll is not working as expected, pages are not loading.
Error: 'Authentication Failure'I receive the following error message when trying to submit the FPS. The supplied user credentials failed validation for the requested service. There was an error generating the XML document.…
Error: 'Invalid content found at element 'EmpeePenContribnsNotPaidYTD''When trying to submit the FPS, I get the error message, Invalid content found at element 'EmpeePenContribnsNotPaidYTD'.
Error: 'Invalid content found at element 'TaxablePay''When trying to submit the FPS, I get the error message, Invalid content found at element 'TaxablePay'; Value '-X.XX' is too small.
Error: 'Your submission is not in the correct format'When trying to submit the P11D I get the error message, Your submission is not in the correct format. Error code 6010.
Error: 'Submission must include employees'I cannot submit a previous year update (PYU), as I get the error message: submission must include employees.
Pay element not appearing in amend period payAfter adding a pay element to an employees amend pay, it is not appearing in amend period pay.
Error: 'This field contains an invalid character'I can't submit the P11D I get the error. This field contains an invalid character. Please try again and if the problem recurs contact your software supplier.
Parental pay is not payingParental record shows paytype not activated, and there is no parental pay (SMP, SPP) for the employee.
Error: 'The emailing of payslips was unsuccessful'When clicking email all to email payslips, I get the error, the emailing of payslips was unsuccessful.
Error: 'The remote certificate is invalid according to the validation procedure'When emailing payslips, P60's or P45's we get the error message, The remote certificate is invalid according to the validation procedure.
Emails are undeliveredWe are getting payslips returned as undelivered.
Error: 'Before you can save this record, the request is invalid'I get the following error when adding a pay element, saving a pay element or excluding a pay element, Before you can save this record, the request is invalid.
Employment allowance not being claimedWe are eligible for employment allowance and have the option ticked in company details, however the allowance is not being granted by HMRC.
Error: 'The submission of this document has failed due to departmental specific business logic in the Body tag'When trying to submit the FPS I get the following error message. The submission of this document has failed due to departmental specific business logic in the Body tag. Value…
Pension provider export downloads an empty zip fileMy pension provider export is blank.
Employee missing from amend period payEmployee not showing on Amend Period Pay.
Unable to Export P60 to PDFWhen exporting the P60's to PDF nothing is happening, there is no export and no error message.
Tax or NI is incorrect for an employeeAn employees tax or NI is higher or lower than expected this period.
Error: 'There were errors with the BACS File creation'Error occurs when trying to generate BACS file, There were errors with the BACS File creation.
Error: 'Internal Server Error'When trying to save the error message 'Sorry, an unexpected error has occurred, Internal server error' appears.
Checking PAYE and NIC calculationsAccess Payroll is generating a tax or NI figure that is incorrect.
Stuck on running payroll screenSystem hangs when attempting to process payroll, I can't move off the screen. Stuck running payroll, I can't move off the screen.
Error: 'Sorry, an unexpected error has occurred'When trying to view the employee list or pay element list I get the error, Sorry, an unexpected error has occurred.
Error: 'Please enter a valid Tax Code change date'When trying to enter a new tax code for an employee I get the error message, Please enter a valid Tax Code change date.
Error: '(@Requestedid.uniqueidentifier '@Response', which was not supplied.'When trying to submit the FPS I get the following error, (@Requestedid.uniqueidentifier,@Fps.nvarchar(max),@Response.nvarc' expects the parameter '@Response', which was not supplied.
Subscribe to the status pageHow to subscribe so I can receive alerts for any reported issues in Access Payroll.