Error: 'A software error occurred. This is likely to be due...'

How to resolve this error in Sage 50 Payroll.

When you attempt to send a submission or print a submission log, this error can appear:

'A software error occurred. This is likely to be due to a mismatch in your electronic submission components'

Error appears when sending a submission

These steps explain how to resolve the above error. Do the following in turn and retry the submission after each step.

Check if the issue appears in Demonstration Data

This helps determine if the issue is specific to your company data or your software.

1. To open Demonstration Data, click File then click Open Company then open Demonstration Data.
2. Click e-Submissions, then IR Secure Mailbox.
3. If the IR Secure Mailbox opens, close Sage 50 Payroll and repair and compact your data. Find steps to do this in our guide to Look after your data.
4. Retry the submission in your company data.

If the issue persists, continue to the next stage.

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Check you're using the latest version of Sage 50 Payroll

Use our download and install Sage 50 Payroll guide to check your software is up to date.

If you install the most up-to-date version, try the submission again afterwards.

If the issue persists, continue to the next stage.

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Check Windows Updates are up to date

Check your Windows Updates are up to date on your PC. Contact your IT support for help with this.

You can then download and install Sage 50 Payroll to reinstall Sage 50 Payroll.

If the issue persists, continue to the next stage.

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Check your computer meets the recommended requirements

To ensure that Sage 50 Payroll runs smoothly on your computer, check your computer meets the system requirements for Sage 50 Payroll.

If your computer doesn't meet the requirements, it's common to experience issues when you use the software.

If your computer meets the requirements, continue to the next stage.

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Check your software is set to run as administrator

To ensure Sage 50 Payroll can run all tasks, run the software with full Window access.

To set the software to run as administrator:

1. Right-click the payroll shortcut, click Properties, click Compatibility.
2. If it's clear, select Run as Administrator, then click OK.

If it's already selected, continue to the next stage.

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Check the location of your Sage 50 Payroll data

If your data is in the Program Files folder, this can cause issues. To check the location of your data:

1. Click Help then click About.
2. Check the Data directory path.

If the data is in Program Files, you need to move it. To do this:

1. Download and install Sage 50 Payroll, with full Windows access rights, into a new folder.
2. Don't store your data in the Program Files folder.
3. Then create your company and restore a backup, including RTI files.

If your data isn't in Program Files, continue to the next stage.

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Check your internet submission module

Check that you're using the latest internet submissions module. To do this:

1. Click Help then click e-Submission Version Check.
2. If prompted, download and install the latest version.

If the problem persists, continue to the next stage. 

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If the issue persists

Delete the submission components and reinstall Sage 50 Payroll

 CAUTION: Your IT support can help you with these steps. 

To ensure your submission components install correctly, delete them and reinstall Sage 50 Payroll as administrator to recreate them.

To delete the submission components:

1. Close Sage 50 Payroll.
2. Press the Windows key  + R, enter C:\Program Files (x86)\Common Files\Sage\Internet Submissions\V5, then click OK.
3. Delete the following .dll files:
   CAUTION: Before deleting these files, close Sage 50 Payroll and log into Windows with full access. Use our guide to check if you have Windows administrative privileges on your computer. If the required folder doesn't exist, this suggests a Windows permissions issue. Speak to your IT support to ensure you have full access to install the folder, then skip step 4.
   • Esubs.model
   • Esubs.model.interfaces
   • Esubs.view
   • Esubs.viewmodel
   • SgEData
   • SgELauncher
4. Download and install the Sage 50 Payroll.
   NOTE: If the issue continues, ensure the above .dll files are in C:\Program Files (x86)\Common Files\Sage\Internet Submissions\V5. If they're not, log on to a different administrator profile and repeat the steps above. If the files above are there, follow the steps below. 

Turn Microsoft .NET Frameworks off then back on then reinstall Sage 50 Payroll

When you enable the .Net frameworks, ensure you expand each .NET option and enable all sub options.

 

1. Press the Windows key  + X, click Control Panel, click Programs then click Programs and Features.
2. Click Turn Windows features on or off.
3. Clear the .NET Framework 4.8 Advanced Services check box.
4. Clear the .NET Framework 3.5 (includes .NET 2.0 and 3.0) check box.
5. Click OK then Don't restart.
6. Click Turn Windows features on or off.
7. Select the .NET Framework 3.5 (includes .NET 2.0 and 3.0) check box.
8. Select the .NET Framework 4.8 Advanced Services check box.
9. Click OK then Restart now.
10. Download and install the Sage 50 Payroll.

If the problem persists, install Sage 50 Payroll in a new Windows profile, or if possible, on a different computer. 

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Error appears when printing a submission log

Install Microsoft .NET Framework 4.8. Or, when you print:

1. Choose the Microsoft XPS Document Writer.
2. Click Print and enter a filename.
3. Browse to where you want to save it, for example, the Windows desktop, then click Save.
4. Print the file you saved.

NOTE: If an error occurs while you uninstall or reinstall Microsoft .NET Framework, contact your local IT support or Microsoft for further advice.

If the issue continues, or you're using a different operating system, your printer driver can cause it. To test this, download and install software such as Cute PDF, and use it to print PDF files. If this works, check your printer manufacturer's website to download and install the latest driver for your printer.