Error Troubleshooting

The following table includes error messages an employee, manager, or administrator might receive as they use the system. All messages advise the operator to contact the Human Resources department for assistance.

Error Message	Possible Causes
Your Logon information could not be verified. Please contact your Human Resources Department for assistance.	The person has a valid logon, but the associated Sage Employee Self Service employee is not found. As a result, there will be no data to display. Verify the employee has not been deleted from Sage Employee Self Service. Employee status was not found or logon is locked or deleted. Verify the employee's status is selected for logon on the Logon Setup page) and make sure their logon has not been locked (on the Logon Maintenance page) or deleted.
The personal information you entered could not be verified. Please contact your Human Resources Department for assistance.	First name, last name, SSN/SIN, Birth Date, email Address, Employee ID, or ZIP does not exist. Employee status was not found or logon is locked or deleted.
Your Logon already exists and has been sent to the email address on file. If you do not receive it, please contact your Human Resources Department for assistance.	The person tried to create a logon when a logon already exists. If they do not receive it by email, verify the employee has a valid email address in Sage Employee Self Service (on the Demographics/Address and Phone page).
You do not have an email address on file. Please contact your Human Resources Department for assistance.	The employee's email address was not found in Sage Employee Self Service. Verify the employee has a valid email address in Sage Employee Self Service (on the Demographics/Address and Phone page).
The number of user licenses has been met. Please contact your Human Resources Department for assistance.	The employee tried to log on, but the number of employee licenses (based on the install code) was met or exceeded. Refer to Employee User Licenses for more information.
No records could be displayed. Contact your Human Resources department for assistance.	There are duplicate records in Sage HRMS. Sage Employee Self Service cannot display duplicate records. To correct this, delete the duplicate record in Sage Employee Self Service. Tip: Run the Duplicate Key Report to determine which records need to be deleted. This report is located on the System Maintenance page (see "Duplicate Key Report" in the Sage Employee Self Service Installation and Setup Guide for instructions to run the report).
The Sage Employee Self Service data has a date and time stamp of %1 and the Sage Employee Self Service data has a date and time stamp of %2. This could cause data conflicts and problems between Sage Employee Self Service and Sage Employee Self Service. You must restore both versions from the same external backup to ensure the data versions are in sync.	When you receive this message, the date and time stamp between Sage Employee Self Service and Sage Employee Self Service do not match. To correct this, have your technical administrator restore your backup data from the same backup to ensure data is in sync. Tip: You should log on to Sage Employee Self Service once a day to ensure your systems remain in sync.