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RTI Error: 'Unable to connect to Government Gateway - 0003'

Created on  | Last modified on 

Summary

What to do if you see this error when attempting a submission to HMRC in Sage 50 Payroll or Sage 50 P11D.

Description

When trying to submit forms to the Government Gateway, the following message appears:

'Unable to connect to Government Gateway - 0003'

Resolution

HMRC changes

Further to our communications, HMRC introduced changes to their online services on 9 May 2024. If you're using Windows 7, Windows 8, Server 2008, Server 2012 or 2012R2 you can't submit RTI to HMRC from your software and error 0003 appears.

Check your Windows version

  1. Press the Windows key + R on your keyboard.
  2. Type winver then click OK.

If you're using an affected operating system, visit our changes to HMRC online services guide. If you're using a supported operating system, continue to the next section.

BT Home or Business hub

If you use a BT Home or Business Hub, turn off your router, and wait 30 seconds before turning it back on. Then re-try the submission with your computer's firewall switched off.

If this works, switch your firewall back on and exclude the relevant Sage URLs. Use our check your antivirus software to avoid conflicts with Sage 50 Payroll guide to do this.

If this doesn't resolve the issue or you don't use BT Home or Business hub, continue to the steps below.

System checks

  1. Ensure your Windows system date is set correctly.
  2. Check you're using Internet Explorer version 9 or above.
  3. If you normally use a Virtual Private Network (VPN) when using your software, check this is connected.

Sage 50 Payroll specific steps

If you see this error in Sage 50 Payroll, follow the steps below. If you're using Sage 50 P11D and the steps above didn't resolve the issue, contact Sage technical support.

  1. In Sage Payroll, click Help then click About.
  2. Under Program Details, check you're using Sage 50 Payroll

    31.00.231

    .
    If not, download and install the latest version of Sage 50 Payroll.
  3. In Sage Payroll click Help, then click e-Submission Version Check.

If a message appears prompting you to download the updated files from the Sage website, continue with the following steps.

Delete the GAC_MSIL files

Close Sage 50 Payroll before you complete the steps below. The steps below include reinstalling the program to create the six files you need to delete.

To ensure the installation recreates these files, check your Windows profile has full access to :\Program Files (x86)\Common Files\Sage before completing these steps.

NOTE: Close Sage 50 Payroll before you delete these folders.

  1. Press the Windows key + R, then enter C:\Program Files (x86)\Common Files\Sage\Internet Submissions\v5.
  2. Click OK, then delete the following files:
    • Esubs.model
    • Esubs.model.interfaces
    • Esubs.view
    • Esubs.viewmodel
    • SgEData
    • SgELauncher
  3. Reinstall Sage 50 Payroll.

Test if the issue is resolved. If the issue still occurs, delete the above files again, then turn off the Microsoft .NET Framework. Turn the .net framework back on straight away, then reinstall Sage 50 Payroll.