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Error: 'An error has occurred when parsing the XML file'

When I attempt to download items in the DPS viewer, I receive the error: An error has occurred when parsing the XML file.

C
Written by Charlotte Alderson
Updated over 3 months ago

If you receive this error when you attempt to download items in the DPS viewer, it can be due to a few possible causes. To resolve this, check each of the following in order.

Check your company details

If you change your HMRC gateway password, you need to enter the new password in SelectPay. Additionally, if someone leaves your business and they were the main contact on your HMRC gateway, the credentials may now be invalid.

To ensure you have the correct password, we recommend you first attempt to log in to your HMRC gateway. If you don't know the password or it is incorrect, contact HMRC.

Once you've got the correct password, to enter it in SelectPay, follow the steps below.

  1. Click System, then select Company Details.

  2. Select Year End Returns, then re-enter and save the password.

From here, check the details for the employee listed. If it's an active employee, you need to ensure the details match your HMRC gateway. If it's not an active employee, you need to change the details in both SelectPay and your HMRC gateway.

DPSViewer.ini

To check whether the DPSViewer.ini is present, follow the steps below on the relevant user's computer.

📌Note: We recommend that your IT department do this.

  1. Click System, then click Users.

  2. Note the user's profile, then click System.

  3. Click Security Profile, then select the relevant profile.

  4. Open the record, then click File Paths.

  5. If there's a file path in the DPS Viewer Ini field, make a note of the path.

  6. If not, go to C:\Users\USERNAME\Documents\Access UK Ltd\Payroll\DpsViewer.

  7. Check that the DPSViewer.ini file is present.

If the file is present, this means the user's Windows account has read/write permissions to the file location.

HMRC are experiencing technical issues

The error can occur if HMRC are experiencing technical issues. You can check this on their service availability and issues page.

We recommend you attempt to retrieve the items at a later stage or manually enter the items into the relevant employee's record.

Previously downloaded items to delete

You may have previously downloaded items that are still in the Downloads folder. To download new items, you need to delete these.

📌Note: If you are hosted, you will need to raise a case for support to carry out these steps, and include your cloud account user name in the case.

  1. Go to C:\Users\USERNAME\Documents\Access UK Ltd\Payroll\DpsViewer\Downloads.

  2. On your keyboard, press Ctrl + A, then right-click the selected area.

  3. Click Send to, then select Compressed (Zipped) Folder.

  4. Delete any XML files.

The HMRC gateway isn't set to retrieve items

This error can appear if your HMRC gateway account isn't set up to retrieve items electronically from the DPS Viewer.

To check this, you need to contact HRMC.

Proxy server or firewall

Your computer's proxy server or firewall could be blocking a port, stopping you from retrieving items.

To resolve this, your IT department needs to check that the following items are whitelisted and aren't being blocked by the proxy server or firewall:

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