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My reCaptcha window doesn't load or returns a script error

Created on  | Last modified on 

Summary

What to do if the reCaptcha window in Sage 50 Payroll is blank or returns a script error.

Description

When you use certain online features, a reCaptcha screen appears. For example, this can appear when you:

  • Log in to a company in which you haven't registered yet for Employment Verification
  • Open the Pension Assessment
  • Complete tasks related to online services such as uploading payslips

Sometimes this window is blank, or it causes an script error and doesn't load.

Resolution

This issue is typically due to settings on your computer, but there are troubleshooting steps below we recommend you follow.

Reinstall latest version

Follow our download and install Sage 50 Payroll article to reinstall your software. Follow the advice in the article to use the 'run as administrator' option when you run the installer. 

Once you complete the reinstallation, check if you resolved the issue. If not, continue to the check your shortcut section.

Check your shortcut

  1. Right-click the Sage 50 Payroll icon, then click Properties.
  2. Check that the Target section refers to the Payroll.exe file, and not sbddesktop.exe.
    • If the Target section doesn't link to the Payroll.exe file, continue to Step 3 below
    • If the Target already links to Payroll.exe, skip ahead to the user permissions section below
  3. Open Sage 50 Payroll and log in as normal.
  4. Go to Help then About.
  5. Select the Program Directory link.
  6. Close Sage 50 Payroll and delete your existing desktop icon.
  7. In the Program Directory, right-click Payroll.exe and select Send to Desktop.

Check if using your new desktop icon resolves the issue. If not, continue to the user permissions section.

User permissions 

If your Windows username doesn't have the correct permissions to the folders that control the reCaptcha, this issue occurs.

Follow the steps below to set the correct permissions.

  1. Log in to a company as normal in Sage 50 Payroll. 
  2. Go to Help, then About.
  3. Note the path next to Program Directory.
     NOTE: By default, this is normally C:\Program Files (x86)\Sage Payroll.
  4. Press the Windows key and R on your keyboard to open the Run window.
  5. Enter the path you noted in Step 3, excluding Sage Payroll then select OK.
     NOTE: For example, if your program directory is C:\Program Files (x86)\Sage Payroll, enter C:\Program Files (x86). 
  6. Right-click on the Sage Payroll folder then select Properties.
  7. Go to the Security tab then select Edit.
  8. In the Groups or user names box at the top, select the relevant group.
  9. In the Permissions section, select the 'Allow' checkbox alongside the Full Control option.
  10. Select Apply then OK.
  11. Select OK.

If the issue still occurs, continue to the next section. 

Clear the cache

Clear the Internet Explorer cache. This applies even if you use a different browser, as the reCaptcha message uses Internet Explorer.

  1. Open Internet Explorer and select the Gear icon.
  2. Go to Safety and select Delete Browsing History.
  3. Clear all the checkboxes, then select Temporary Internet files and Cookies.
  4. Select Delete.

Check if you resolved the issue. If not, we recommend you ask your IT support to investigate the issue further. We've included some advice on what to check below.