Troubleshooting
Resolve common payroll issues and errors.
By Jordan and 1 other2 authors70 articles
- Error: 'Computer can't connect to the Remote Desktop Gateway Server'We are unable to connect to the hosted environment.
- Employee missing their payslip and not on reportsAn employee is missing their payslips from last period and I can't see them on any reports.
- SelectPay is running slow or crashingWhat to do if SelectPay runs slow, crashes, or times out.
- Incorrect auto hourly and daily ratesThe auto hourly or daily rate is calculating incorrectly for an employee.
- 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.
- Error: 'Couldn't open this program or file'Couldn't open this program. Either there was a problem with Selectpay v2025r1 or the file you're trying to open couldn't be accessed.
- Error: 'Every effective date must be different'I cannot accept a pending change or alter an employees pay due to the error.
- Error: 'There is a problem with the configuration of your hosted account'I cannot login to RDWeb, it keeps giving the error, there is a problem with the configuration of your hosted account.
- Error: 'The maximum number of users has been reached'When logging in we are met with the error message, the maximum number of users has been reached.
- Error: 'The employee record limit has been reached'When trying to add a new employee we get the error: The Employee record limit for the unlock assigned to this database has been reached.
- Error: 'Error encountered while deserializing stream.'Can't run payroll or open the employee list due to the error, Error encountered while deserializing stream.
- Error: 'Application user/database credentials are invalid'Unable to login to SelectPay, keep getting the error, Application user/database credentials are invalid.
- Error:- 'The supplied user Credentials failed validation for the requested service.'Error when submitting the FPS, 1046 - Authentication Failure. The supplied user Credentials failed validation for the requested service.
- Error: 'Cannot update nominal because an item with the same key has already been added'When trying to export nominals I get the error, an Item with the same key has already been added.
- Error: 'A period end can only be performed when no other users are logged in'When trying to period end the error, a period end can only be performed when no other users are logged in, keeps appearing.
- Error: 'Please supply valid RTI credentials'When trying to submit the FPS I get the error message, Please supply valid RTI credentials.
- Error: 'A Server Error occurred. Please Contact Your System Administrator.'When using SelectPay the error message, A Server Error occurred. Please Contact Your System Administrator, pops up.
- Error: 'The added or subtracted value results in an un-representable DateTime.'The following error appears when entering sickness, the added or subtracted value results in an un-representable DateTime.
- Error: 'String or binary data would be truncated'I can't period end due to the error, string or binary data would be truncated.
- Error: 'Unable to Decrypt Employee Field: PdfPassPhrase'When trying to open an employee record I get the error, Unable to Decrypt Employee Field: PdfPassPhrase (ArgumentException).
- Error: 'Attempted to Divide by Zero'When running save and process the error message, attempted to divide by zero, is preventing running payroll.
- Error: 'Object reference not set to an instance of an object'The error message, object reference not set to an instance of an object, appears when running a save and process, or importing pay details.
- Error: 'Padding is invalid and cannot be removed'When attempting to send the FPS we are met with the error message, padding is invalid and cannot be removed.
- Error: 'Cannot open database "AA_ACCESS_USER_MANAGEMENT"'Logging in to SelectPay gives the error, cannot open database AA_ACCESS_USER_MANAGEMENT requested by the login. The login failed for [user].
- Error: 'Please supply valid RTI credentials'Receiving the error, please supply valid RTI credentials, when trying to retrieve items from the DPS viewer.
- Error: 'Cannot correct sickness from previous tax year'When trying to edit or delete sickness we get the error, Cannot correct sickness from previous tax year.
- Error: 'The import file does not contain any valid import details'When trying to import data I get the error message, the import file does not contain any valid import details.
- Error: 'The root location does not exist for the folder'When trying to export a report I get the error message, the root location does not exist for the folder.
- Error: 'The DELETE statement conflicted with the REFERENCE constraint'When running the year end wizard I get the error message, the DELETE statement conflicted with the REFERENCE constraint.
- Error: 'The server has rejected the client credentials'I can't login to SelectPay, keep getting the error, the server has rejected the client credentials.
- Error: 'Unable to retrieve your application settings.'When trying to log in to SelectPay, I get the error message, unable to retrieve your application settings.
- Error: 'Reports database not available'When attempting to run a custom report on a new database, you may encounter the error, reports database not available.
- Error: 'The value of property YtdStatutoryMaternityPay cannot be less than 0'When opening a employee record, I get the following error message, the value of property YtdStatutoryMaternityPay cannot be less than 0.
- Error: 'Post code [XXXX] already exists.'When accepting a pending change we get the error message, post code [xxxx] already exists.
- Error: 'Invalid content found at element 'AvailTo'Error when submitting the FPS, invalid content found at element AvailTo.
- Error: 'Invalid Username or you are required to enrol to use this service'When trying to reset my password I get the error message, invalid Username or you are required to enrol to use this service.
- Error: 'There are no P6 or P6B messages'I know there are new P6's, but the DPS viewer only displays old messages. The error message, there are no P6 or P6B messages, keeps showing.
- Error: 'The logon attempt failed'When connecting to SelectPay, I get the error message, the logon attempt failed.
- Error: 'Your account has been restricted'When resetting a cloud password, I get the error, your account has been restricted.
- Error: 'Your submission is not in the correct format'When submitting the P11D, I get the error, your submission is not in the correct format.
- Error: 'No record could be found.'When running a report I get the error message, no records could be found. Try amending the search criteria.
- Error: 'There are no employees matching your search criteria'When attempting to produce a p45 using the wizard I get the following error message, there are no employees matching your search criteria.
- Error: 'Unable to decrypt Employee PDF Password'When attempting to email payslips I get the error, unable to decrypt employee PDF password.
- Error: 'Submission already received for this employer'When submitting P11D's I get the error message, 5040 - submission already received for this employer.
- Error: 'Invalid pointer'When producing payslips I get one of the following error messages, system out of memory exception or invalid pointer.
- Error: 'Default printer is not set'When producing payslips I get the error message, default printer is not set
- Error: 'Employee XXXX does not have a Workplace Postcode'I cannot submit the FPS due to a missing workplace postcode.
- Error: 'The employee reference code exceeds the limit'Error accepting pending change, The employee reference code 'XXXXXXXX' exceeds the 7 character limit for TPS entries
- Error: 'Employee pay period incorrect'When importing pay details I get the error message, employee pay period incorrect.
- Error: 'Error when posting nominal journal'When updating the nominal ledger I get the error message, error when posting nominal journal.
- Error: 'It was not possible to import any statutory values'Consolidated statutory return figures are missing from the secondary database.
- Unable to submit a FPSWhen attempting to send the FPS the option is greyed out and can't be selected.
- Error: 'The value of property NominalGrossDrCode cannot be set'When trying to open pay elements I get the error message, the value of property NominalGrossDrCode cannot be set.
- Error: 'No authority could be contacted for authentication'When I login I get the error message, no authority could be contacted for authentication (Win32Exception).
- 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 'Unable to proceed with period end'There is a NEST/PAPDIS/LGPS contribution schedule due to be created, got to Pension Data Transfer and create this file.
- Error: 'Could not connect to net.tcp://XXXwebXX:XXXX/TenantService'Error when trying to login to SelectPay, Could not connect to net.tcp://XXXwebXX:XXXX/TenantService.
- Error: 'If [ADDRESS] is present then an entry in [ADDRESSLINE] or [POSTCODE] must be present'When submitting the FPS I get the error message, If [ADDRESS] is present then an entry in [ADDRESSLINE] or [POSTCODE] must be present.
- Pay element reverting to old ratePay element rate reverting to the old rate after period end.
- Error: 'The following RemoteApp program is not in the list of authorised programs'I am unable to log in to SelectPay after the upgrade. I receive the following error message: Windows cannot start the RemoteApp program.
- Error: 'No connection could be made because the target machine actively refused it'When trying to email payslips to employees, I get the error, No connection could be made because the target machine actively refused it.
- Error: 'There was a problem connecting to the remote resource'When trying to connect to SelectPay I get the error message, There was a problem connecting to the remote resource.
- Error: 'The network path was not found'When trying to download notices from the DPS viewer I get the error message, The network path was not found.
- Icons repeating across SelectPayRepeating pattern or multiple screens overlaying when navigating SelectPay.
- Error: 'You cannot pay SPP later than 39 weeks after the Date of Birth'When adding the payment start date for statutory paternity pay, an error message prevents me from entering the correct date. You cannot pay SPP later than 39 weeks after the…
- Statutory Sick Pay (SSP) is not paidI have entered or accepted a new sickness but it is not paying any SSP.
- Login security warningAfter Windows updates are installed, I can no longer log in to SelectPay and receive remote app security warnings or the error 'This operation has been cancelled due to restrictions…
- Error: 'The submission cannot be accepted as it does not fall within the eligible filing period'When submitting the FPS or EPS I get the error message, The submission cannot be accepted as it does not fall within the eligible filing period.
- Hosted maintenanceWe are carrying out maintenance on 5 September, which will impact saved SelectPay launchers or shortcuts.