Errors and troubleshooting
Resolve system errors.
Error messages
Articles to help you understand, resolve, or escalate common error messages.
Failed to Load error message when opening an employee's absence screenIf you get failed to load error message when opening an employee's absence screen, you'll need to contact us.
Unable to log into the systemIf the login button is not working, you need to check for errors.
There are multiple accounts associated with an email address when logging into Access EvoIf you get an error when you try to log into Access Evo saying that there is more than one Access People account, you can easily resolve it.
Failed to load error when accessing the approval area of a postIf you get a failed to load error when accessing the approval area of a post, you'll need to contact us.
Sickness or leave already scheduled for this date rangeIf you get an error message saying sickness or leave already booked in this date range, you can resolve this.
Absence export appears stuck and hasn't completedIf the Absence export appears stuck and hasn't completed, you'll need to contact us.
Day view on the rota showing failed to loadIf a day view on the rota is showing failed to load, this could be due to several reasons.
Resource cannot be found error when opening a document within the document libraryIf you get the error saying that the resource cannot be found (HTTP 404) when opening a document, you can easily resolve this.
Can't complete new employeeIf you can't complete the new employee as you get a failed to load error, you can easily resolve this
Error duplicate key value when updating NI numbers via data managerIf you get an error message when updating national insurance numbers, you need to check your settings.
Unable to process P45 fileIf you can't process a P45 file due to an error saying the employee hasn't left all their jobs, check all employments.
Error message when viewing a payslip in the PDF viewerIf you get an error message when opening a payslip, you'll need to contact us.
Candidate postcode is invalidIf a candidate is trying to apply to a position but their postcode is invalid, you need to check several things.
Error thrown by server in the rota screenIf you get an error when trying to create a new rota or copy rota from previous week, you'll need to contact us.
Failed to post - check console error messageIf you get failed to post - check console error, you need to check your settings.
Employees get an error when clicking PDF in payslipsIf you get an error when clicking on PDF in payslips, you can resolve this with the correct settings.
Bank account name character limitThere is a character limit for the bank account name field.
Unable to duplicate a reportIf you are unable to save changes to a report due to an error 500, you have to check the report type.
System out of memory exception when running a reportIf you're getting System.OutOfMemoryException error when running a report, you'll need to check the data volume retrieved.
Failed to load message within a postIf you get a failed to load message within a post, you'll need to contact us.
Error message when running reportIf you get an error message titled Could not find stored procedure when running a report, you'll need to contact us.
ATS onboarding absence period scheme must be configured errorIf you're using the ATS onboarding process from a recruitment system and you get an error, check the post configuration.
Aw snap error when importing pay listIf you get a snap error when importing pay list, you'll need to check the list imports.
Report returns an un-representable datetime error messageI get an error when running reports: The added or subtracted value results in an unrepresentable DateTime.
Cannot edit a person profile as this generates an errorIf you cannot edit a person profile as this generates an error, you need to contact us.
Error Exception of type system out of memory exceptionIf you're getting the error Exception of type System.OutOfMemoryException check the report data.
Applicant asked to enter date of birth, but no field displayed for thisIf you see the error Date of Birth is required, you'll need to contact us.
Acknowledging documents throws an errorIf you are running into an error when you click view on a document within self-service, you need to check the system's settings.
Failed to load, object error when trying to access an employee's pay screenIf you're getting a Failed to load, object error when trying to access an employee's pay screen, you need to check the salary screen
ErrorStatus=error, ErrorThrown= Internal Server ErrorIf you get the error, ErrorThrown= Internal Server Error when you try to submit the expenses, you need to check the system settings.
Error when uploading the dataIf you get an error message when trying to upload salary changes, you can easily fix this.
System down for upgradesIf the system is showing an upgrade error message, you will need to contact us.
System running slowly or not at allIf your system is running slowly you need to check several settings.
Post code is not valid error messageIf you are unable to add a valid postcode, you'll need to contact us.
Brand is required errorIf there is no brand field, you can amend it in a few easy steps.
Brand ID is missing when trying to add a userIf brand ID is missing when trying to add a user, you can resolve this in a few easy steps.
Working days greater than contracted days in periodYou can check why the working days are greater than contracted days in period.
Unable to add two salaries on the same dayIf you're getting an error message when you are going through the transfer wizard, you need to check the details entered.
Can't calculate hourly rateIf the system is saying it cannot calculate the hourly rate, you can resolve this in a few easy steps.
Can't submit mileage claim as vehicle under 3 years old doesn't need an MOTIf you're unable to submit a mileage claim as vehicle under 3 years old doesn't need an MOT, you can easily resolve this.
Employee has a red cross on payroll in the the traffic lightsIf your employee shows a red cross for payroll with the message date of birth did not enter you can easily resolve this.
Employee getting a message when entering an expense itemIf an employee reports a warning message when adding an expense item, it’s due to system configuration.
Cannot login because it says account lockedYou can unlock an account, in a few easy steps.
Error when viewing a payslip documentYou can have an error if no brand ID is set for the employee in the database.
Cannot update salary due to no position at start dateIf you're trying to update a salary but you get an error message that says no position at start date, you'll need to check their details.
Employee's pay is suspended despite date of birth being enteredAn employee's date of birth has been entered but his pay is still suspended as date of birth has not been entered.
Email address is not validIf you get an error message that says Email address is not valid, you need to check the email format.
Failed to update payscalesYou can resolve the error Failed to update payscales when updating payscales on a negotiating body, in a few easy steps.
Traffic light system is red and saying birth certificate requiredIf the traffic light system is red and saying birth certificate required, you can resolve this in a few easy steps.
Username already in useif you're unable to set up a new user or employee due to the username already being registered, you'll need to use a different username.
Unable to calculate the hourly rate when creating a new pay recordIf you are adding a new pay record for an employee, get an error that says cannot calculate hourly rate, you need to check his pay settings.
Can't add employment to a new employee as approvers are not setIf you can't add employment to a new employee, you can resolve this in a few easy steps.
’ is shown rather than an apostropheIf an apostrophe is not showing correctly, you'll need to contact us.
Character count limit on the code field when adding a new payrollThere is a character count limit on the code field when adding a new payroll.
Troubleshooting
Basic steps to resolve simple issues.
Clear your browser cacheYou can clear your browser cache and cookies to resolve any failed to load error.
Traffic light system has one red lightIf traffic light system has one red light, you need to immediately take action.
Employees with gmail email addresses not receiving emails from the systemIf you have employees with gmail email addresses that are not receiving emails from the system, there is a workaround.
Migrate section employees to clockIf employees aren't showing on the clock hardware you need to migrate section employees to clock.
Enable leave accrual tab on the systemYou can enable the leave accrual tab on the system in a few easy steps.
The system prompts employees to clock in again when they try to clock outIf employees are prompted to clock in again when they try to clock you, you need to check your system settings.
Sections without sales or clock in data populated in the rotaIf you have a section that has not received any clock in data from our provider, you'll need to contact us.
New starter wizard missing identification tabIf the identification tab is not appearing on the wizard, you can resolve this in a few easy steps.
Unable to click on the add section buttonYou can click on the add section button only if you have the correct permissions.
Holiday stats widget displaying terminated employees and incorrect absence statisticsIf the holiday stats widget is displaying terminated employees and incorrect absence statistics, you'll need to contact us.
Incorrect accrual shown when running a holiday reportIf you have incorrect accrual shown when running a holiday report, you can resolve this in a few easy steps.
Cannot delete a candidate from the recruitment portalIf you can't delete a candidate from the recruitment portal, you'll need to contact us.
Rota variable showing a currency symbol when set to a numberIf your rota variable is showing a currency symbol instead of an integer, check the system settings.
Leave accrual weeks out of sync with absence periodYou can see an issue where the week numbers do not match up correctly with the absence period weeks.
Can't run the carry forwardIf you can't run the carry forward process as absence period showing already run, you need to check the carry forward process.
Can't link a sickness after 7 daysIf you can't link a sickness after 7 days, you need to check your settings.
Incorrect holiday round upIf you report incorrect holiday round up, you can resolve this in a few easy steps.
Biometric scanners show incorrect hourIf your biometric scanner shows incorrect hour, you'll need to contact us.
Employee numbers are being reused, changing sequenceIf you have added a new starter on the system but the employee number already exists, you'll need to contact us.
Unable to unlock an employee's accountIf you are unable to unlock employees accounts, you can easily resolve this.
Unable to see leavers or terminated employees on the systemYou can see leavers or terminated employees on the system, in a few easy steps.
Employees clocked out but no times are showing on the rotaIf some employees have clocked out but their clocked-out times aren't displaying on the rota, you'll need to contact us.
Red crosses within the employee salary screenIf you have red crosses showing within the employee salary screen, you can resolve this in a few easy steps.
Terminated employee's receiving payslip notification emailsIf a terminated employee has received an email notification regarding payslips being uploaded, you need to check the tax year and period.
Shift data not sending to PayWise+An employee has worked shifts on completed days, but nothing is showing in early pay for them you need to check several things.
Re-add missing employee on a rotaIf you have a missing employee on a rota, follow this article to resolve this issue.
Employees have clocked in on the incorrect employmentIf your employee has clocked in on the incorrect employment, you'll need to contact us.
Employee document count doesn't match the listed documentsIf your employee document count doesn't match the listed documents, you need to check several things.
Employee's documents not displaying on all employmentsIf the employee's documents are not displaying, you need to check how the documents are added.
Employee missing P60If an employee is missing P60, this could be due to several reasons.
Greyed out menu iconsIf certain menus are greyed out when going on an employee's record, you can resolve this in a few easy steps.
An employee's terminated employment show before their current employmentIf an employee's terminated employment show before their current employment, you can resolve this in a few easy steps.
Unable to find employee with payroll number PayWise+ errorIf you're unable to find employee with payroll number, you need to check the system for duplicates.
Unable to borrow a pending leaver on to a rotaIf you're unable to borrow a pending leaver on to a rota, you need to check his leaving date.
Self-service meetings won't loadIf the self-service meetings don't load, you can resolve this with help of this article.
Section not showing on employment correctlyIf section is not showing on employment correctly, you need to check the end date.
Secondment not reverting backIf the secondment is not reverting back, you'll need to check the secondment date.
New starters cannot loginIf new starters can't login, you need to check your system settings.
Employee isn't showing on some closed rotasIf you have an employee that isn't showing on some rotas, you can resolve this in a few easy steps.
Unable to include employees on the claim form using the add employee buttonIf you are unable to include employees on the claim form using the add employee button, you need to check the section id.
Unable to add tronc on a specific dateIf you're unable to add tronc on a specific date, follow the advice within this article.
Unable to add holiday in next leave periodIf your employees are unable to add holiday in the next leave period, you need to check a few things.
Outstanding notification doesn't loadIf you have an outstanding notification which doesn't load, you'll need to contact us.
Birth certificate asking for passport and visa expirationIf the system is asking for a passport expiration and visa expiration when entering a birth certificate, you can easily resolve this.
ATS onboarding wizard showing a blank profile tabIf you are unable to onboard or approve employee from ATS, you can easily resolve this.
The un-terminate button doesn't workIf the un-terminate button doesn't work, you'll need to contact us.
The system does not allow foreign post codesIf you need to add a post code outside of UK, you'll need to contact us.
No option to add bank details in the onboarding wizardIf you are unable to add bank details when onboarding an applicant, you need to check if your settings are correct.
Biometric clock turns off and it's unresponsiveIf your biometric clock keeps turning off and is unresponsive there might an issue with the device and might need replacing.
Vacancy no longer showing within the list of all vacanciesIf your vacancy is no longer showing within the list of all vacancies, you'll need to contact us.
The link for the system is appearing incorrectly in emailsIf the link for the system is appearing incorrectly in emails, you can resolve this in a few easy steps.
An addition to basic pay not processed to payrollIf any recent pay changes haven’t reached payroll, contact us.
Document isn't visible in self-service and doesn't need acknowledgementIf a document isn't showing in an employee's self-service, you can resolve this in a few easy steps.
The accrual for an hourly paid employee is incorrectIf your hourly employee's leave accrual is incorrect, you can resolve this in a few easy steps.
A change made has not reflected on the rotaYou can update changes that didn't pull through on the rota for an employee, in a few easy steps.
Incorrect national insurance number on new starters profileIf you have entered a national insurance number for a new starter incorrectly, you can resolve this in a few easy steps.
Documents uploaded to the incorrect employeeIf you have a document uploaded to the incorrect employee and you're not able to delete it, you need to contact us.
Wage cost not splitting across the week for salaried employeeIf the wage cost not splitting across the week for salaried employee, you'll need to check their shifts.
Duplicate employee numbers created in the systemWe have created some new employments and there has been some duplication of the system generated employee numbers.
Since the migration, sites are unable to clock inIf the sites can't clock in, you need to check the clocking in system.
Employee background check displaying red lights in diagnosticsA red traffic light on an employee profile may indicate an upcoming background check expiration.
The new starter wizard is skipping over a tabIf the new starter wizard doesn't let you enter details in one of the tabs, you'll need to check your system settings.
A posted vacancy has not appeared on recruitment siteIf a vacancy is not appearing on recruitment site, you can easily resolve this.
Erecruit vacancies not showing on pageIf eRecruit vacancies are not showing on page, you need to check how they are set up.
Second level approver is not receiving the notifications after being approved by the first approverIf the second level approver is not receiving the notifications, you'll need to check the permissions.
Agency staff clock in optionAgency staff cannot clock in Access People Hospitality.
Some section groups are not appearing in the organisation structureIf some section groups are not appearing in the organisation structure, this could be due to several reasons.
System rejected an applicant with a job offerIf a vacancy closes before the provisional offer is accepted, the system will send rejection emails to all other applicants.