Common Error Messages and Solutions
This guide explains common error messages you may encounter when using ProPay WEB and provides solutions to resolve them.
Browser and Connection Errors
Cannot Connect to Server
Error Message: "Cannot connect to server" or "Page cannot be displayed" or "This site can't be reached"
Possible Causes:
- IIS web server is not running
- Network connectivity issue
- Incorrect URL
- Firewall blocking connection
- Router port forwarding not configured
Solutions:
- Verify IIS is Running:
- On server, open Command Prompt as Administrator
- Type `iisreset /status`
- If stopped, type `iisreset /start`
- Try accessing again
- Check Network Connection:
- Verify internet connection is working
- Try accessing other websites
- Restart router if needed
- Check all network cables are connected
- Verify URL is Correct:
- Check spelling of domain name
- Ensure using http:// or https:// prefix
- Try IP address instead of domain name
- Verify port number if using non-standard port
- Check Firewall:
- Verify Windows Firewall allows IIS
- Check router firewall settings
- Temporarily disable firewall to test (re-enable after)
- Verify Port Forwarding:
- Access router configuration
- Check port 80 (or 443) forwards to server IP
- Ensure forwarding rule is enabled
- Verify internal server IP is correct
- IIS application pool stopped
- Server overloaded
- Application pool configured incorrectly
- Web application not started
- Restart Application Pool:
- Open IIS Manager
- Click Application Pools in left panel
- Find your ProPay WEB application pool
- Right-click and select Start or Recycle
- Check Application Pool Settings:
- Right-click application pool and select Advanced Settings
- Verify .NET CLR Version is set correctly
- Check Enable 32-Bit Applications is set to True (for older ProPay WEB)
- Restart IIS:
- Open Command Prompt as Administrator
- Type `iisreset /restart`
- Wait for restart to complete
- Try accessing again
- web.config file syntax error
- Missing IIS components
- Incorrect application pool configuration
- Permission issues
- Enable 32-Bit Applications:
- This is a common fix for Windows Server 2008 SBS
- Open IIS Manager
- Click Application Pools
- Right-click DefaultAppPool and select Advanced Settings
- Set Enable 32-Bit Applications to True
- Click OK
- Right-click DefaultAppPool and select Recycle
- Install Missing IIS Components:
- Open Server Manager
- Add ASP.NET role service
- Install .NET Framework 3.5 or required version
- Restart IIS
- Check web.config:
- Contact Paysoft support
- Do not modify without guidance
- Backup before making any changes
- Incorrect URL or path
- ProPay WEB files not installed correctly
- Virtual directory misconfigured
- Default document not set
- Verify URL:
- Check URL spelling
- Ensure using correct path
- Try just the domain without extra path
- Check Virtual Directory:
- Open IIS Manager
- Verify ProPay WEB virtual directory exists
- Check physical path points to correct folder
- Verify folder contains ProPay WEB files
- Set Default Document:
- In IIS Manager, select your site
- Double-click Default Document
- Verify default.aspx or index.aspx is listed
- Add if missing
- Authentication not configured correctly
- Insufficient file permissions
- Anonymous access disabled
- Check Authentication:
- In IIS Manager, select ProPay WEB site
- Double-click Authentication
- Enable Anonymous Authentication
- Enable Forms Authentication if used
- Check File Permissions:
- Go to ProPay WEB folder
- Right-click folder and select Properties
- Click Security tab
- Ensure IIS_IUSRS has Read & Execute permissions
- Add permission if missing
- Typing error in username or password
- Caps Lock is on
- Wrong username format
- Password was changed and user doesn't know new one
- Account disabled or deleted
- Verify Credentials:
- Check Caps Lock is off
- Type slowly and carefully
- For employees: Username is CompanyID + EmployeeNumber (e.g., A260999)
- For employees: Default password is EmployeeNumber + Last4SSN
- Reset Password:
- Contact payroll processor or administrator
- Request password reset
- Log in with temporary password
- Create new password when prompted
- Verify Account Exists:
- Administrator checks user still exists in system
- Verify username is spelled correctly
- Check account is not disabled
- No activity for extended period (timeout)
- Session settings configured for short timeout
- Server restarted
- Network interruption
- Log Back In:
- Click OK or close message
- Re-enter username and password
- Continue working
- Save More Frequently:
- Save work every few minutes
- Don't leave browser idle for long periods
- Complete tasks in shorter sessions
- Adjust Timeout Settings:
- Contact Paysoft or administrator
- Request longer session timeout if appropriate
- Balance security with usability
- User access level doesn't include this feature
- Departmental restriction applies
- Feature requires higher access rights
- Check Access Rights:
- Verify your access level with administrator
- Determine if you need higher access rights
- Request access level change if appropriate for your role
- Verify Department Access:
- If company uses departments, confirm you have access to needed department
- Request department access from administrator
- Or ask someone with full access to complete the task
- User doesn't have access to all departments
- Access rights don't allow submission
- Required data missing
- Payroll not calculated
- Check Department Access:
- Only users with access to ALL departments can submit
- Verify your department access with administrator
- Request all-department access if appropriate
- Complete Required Fields:
- Review payroll for missing hours
- Fill in all required employee data
- Verify all employees have hours or are marked absent
- Calculate Payroll First:
- Click Calculate or Review Payroll button
- Verify calculations complete without errors
- Then click Submit
- Session timeout
- Network connectivity issue
- Database locked by another process
- Insufficient permissions
- Check Session:
- Log out and log back in
- Re-enter data
- Save immediately
- Verify Connection:
- Check network connection is stable
- Try again in a few moments
- Contact administrator if persists
- Close Other Applications:
- Ensure no one else is accessing the same data
- Close any ProPay desktop instances on server
- Try saving again
- Wrong data type entered (letters in number field)
- Date format incorrect
- Special characters in text field
- Value outside allowed range
- Check Data Type:
- Use numbers only in numeric fields
- Use valid date format (MM/DD/YYYY)
- Avoid special characters unless indicated
- Follow field format examples
- Verify Range:
- Hours should be reasonable (0-24 per day)
- Dates should be in correct pay period
- Rates should be positive numbers
- Check maximum/minimum allowed values
- Browser compatibility issue
- Internet Explorer version too new
- JavaScript disabled
- Browser cache corrupted
- Use Compatibility View (Internet Explorer):
- Click gear icon or press Alt+X
- Select Compatibility View settings
- Add your ProPay WEB site
- Click Add then Close
- Try Different Browser:
- Download and use Firefox: https://www.mozilla.org/firefox
- Or use Google Chrome: https://www.google.com/chrome
- These often have better compatibility
- Clear Browser Cache:
- Press Ctrl+Shift+Delete
- Select "Clear browsing data"
- Choose "Cached images and files"
- Click Clear data
- Reload page
- Enable JavaScript:
- In browser settings, find security or content settings
- Ensure JavaScript is enabled
- Add ProPay WEB site to allowed sites
- JavaScript disabled
- Browser security settings too high
- Pop-up blocker interfering
- Access rights don't allow editing
- Check Access Rights:
- Verify you have permission to edit this data
- Contact administrator if unsure
- Enable JavaScript:
- JavaScript required for ProPay WEB
- Check browser settings
- Enable for this site
- Disable Pop-Up Blocker:
- Temporarily disable to test
- Add ProPay WEB to allowed sites
- Re-enable general pop-up blocking
- ProPay database not running
- Database path incorrect
- Network connection to database server lost
- Database locked or corrupted
- Verify ProPay is Running:
- On server, check ProPay application is running
- If not, start ProPay
- Or restart ProPay services
- Check Database Path:
- Contact Paysoft support
- Verify database configuration
- Ensure database is accessible
- Restart Server:
- As last resort, restart server
- Ensure all services start correctly
- Test access after restart
- Repeated application errors
- Memory issues on server
- Incorrect application pool settings
- Review Event Logs:
- Open Event Viewer
- Check Application and System logs
- Look for IIS or ASP.NET errors
- Note error details
- Increase Application Pool Limits:
- Open IIS Manager
- Click Application Pools
- Right-click your pool, select Advanced Settings
- Under Process Model, set:
- Idle Time-out: 20 minutes or more
- Ping Enabled: True
- Click OK
- Contact Support:
- Provide event log errors to Paysoft
- May need application update or patch
- Possible server resource issues
- Error persists after trying solutions
- Error message not listed here
- Multiple users affected
- Server or IIS crashes
- Data appears corrupted
- Security or authentication issues
- Exact error message text
- Screenshot of error if possible
- Steps to reproduce the error
- Which users/browsers affected
- When error first appeared
- What changed recently
- For login issues
- Access rights problems
- Business-related questions
- For software errors
- Server configuration issues
- Technical problems
- Troubleshooting Connections
- Browser Compatibility
- Iis Setup
- Employer User Management
- Password Policies
HTTP Error 503 - Service Unavailable
Error Message: "HTTP Error 503. The service is unavailable."
Possible Causes:
Solutions:
HTTP Error 500.19 - Internal Server Error
Error Message: "HTTP Error 500.19 - Internal Server Error. The requested page cannot be accessed because the related configuration data for the page is invalid."
Possible Causes:
Solutions:
Reference: https://technet.microsoft.com/en-us/library/aa998483.aspx
HTTP Error 404 - Page Not Found
Error Message: "HTTP Error 404. The page you requested cannot be found."
Possible Causes:
Solutions:
HTTP Error 401 - Unauthorized
Error Message: "HTTP Error 401. You are not authorized to view this page."
Possible Causes:
Solutions:
Login and Access Errors
Invalid Username or Password
Error Message: "Invalid username or password" or "Login failed"
Possible Causes:
Solutions:
Session Timeout Error
Error Message: "Your session has expired" or "Please log in again"
Possible Causes:
Solutions:
Access Denied to Feature
Error Message: "Access denied" or "You do not have permission to access this feature"
Possible Causes:
Solutions:
Data Entry Errors
Cannot Submit Payroll
Error Message: "Cannot submit payroll" or Submit button is grayed out
Possible Causes:
Solutions:
Data Not Saving
Error Message: "Error saving data" or changes disappear after saving
Possible Causes:
Solutions:
Invalid Data Format
Error Message: "Invalid data format" or "Please enter a valid [field name]"
Possible Causes:
Solutions:
Browser Compatibility Issues
Page Display Problems
Error Message: Page displays incorrectly, fields missing, or layout broken
Possible Causes:
Solutions:
Cannot Enter Data in Fields
Error Message: Fields are grayed out or won't accept input
Possible Causes:
Solutions:
Database and Server Errors
Database Connection Error
Error Message: "Cannot connect to database" or "Database error"
Possible Causes:
Solutions:
Application Pool Crashes
Error Message: "Application pool has been disabled" or repeated 503 errors
Possible Causes:
Solutions:
Getting Additional Help
When to Contact Support
Contact your payroll processor or Paysoft support if:
Information to Provide
When reporting errors, include:
Emergency Contacts
Your Payroll Processor:
Paysoft Technical Support: