Unable to establish an Internet connection

Check your Internet Explorer version

HMRC requires v8 or higher.

1. Within Internet Explorer, open the Help menu then choose About Internet Explorer.
2. Check the version, then to return to Internet Explorer, click OK.
   
   If you aren’t using Internet Explorer v8 or above, you must download the latest version from Microsoft.

Check that you can access the Sage website

If you can’t access our website, you can’t submit information directly from your Sage software to HMRC.

1. Close any browsers that are open, for example, Internet Explorer.
2. Open the Windows Start menu, in the search box enter www.sage.co.uk then press Enter.
3. Open the Windows Start menu, in the search box enter www.sage.com then press Enter.
   
   If the website doesn’t open, consult your Internet service provider or your local IT administrator.

You've now checked that you can access the Sage website.

Check Flight mode

1. In the Windows Search field, type Flight and press Enter.
2. Select Flight mode.
3. Ensure Airplane mode shows as Off.

Proxy server access to the URLs

Check with your local IT administrator that your proxy server allows access to the following URLs:

• Live Gateway - https://secure.gateway.gov.uk/submission
• Polling Live Gateway - https://secure.gateway.gov.uk/submission/poll
• Sage 50 Payroll and Sage Instant Payroll only - IR Mailbox - https://secure.gateway.gov.uk/GGMSSoap/GGMSAPI.wsdl
  
  
  The last two URLs don’t use the HTTP format. If you enter them into the address bar of Internet Explorer, the following message appears:

  'The page can't be found'

  
  
  However, they use the TCP/IP format. Your IT administrator must ensure they have access through the proxy server.

You've now checked that your computer can access the required URLs.

Firewall access to the files

Check with your local IT administrator that your firewall allows access to the required file. The file depends on which Sage software you’re using, as follows:

• Sage Accounts - SBDDesktop.exe
• Sage 50 Payroll - SBDDesktop.exe
• Sage Instant Payroll - Payroll.exe

You've checked that your computer can access the required files and can now use your Sage software to submit information to HMRC.