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No pending changes are being sent to SelectPay

No records are being sent to SelectPay via the integration.

Written by Harry Ledger

Records not sending from SelectHR to SelectPay can have several causes, some of which are simple to resolve.

Hosted

If you are hosted with Access, there are a couple of checks you can carry out yourself before raising a case with support.

The most common cause of no changes being sent to SelectPay is that the payroll service has been turned off or blocked. You can check this yourself using the integration heartbeat dashboard.

🤓 Tip: To check if your payroll service is turned on and functioning as expected, you can check the integration heartbeat on the HR Admin - Integration dashboard. You may need to add this dashboard to your HR menu set.

You can also check the number of pending submissions waiting to be processed. This helps confirm when the payroll service stopped functioning.

  1. In the Admin Tool, click Audit Log.

  2. Next to View, select Pending Payroll Submission.

You will see a list of changes that have not been sent to payroll, providing insight into when the payroll service stopped functioning as expected.

If neither of these checks resolves the issue, please raise a case with support. Let us know what you found. For example, whether the heartbeat showed the service as stopped, or how many pending submissions were listed, so our team can investigate promptly.

On Premise

If you are on premise, please follow the guidance below.

Check

Steps

Is the payroll service running?

On the application server where the service administrator is installed:

  1. Right click on the task bar.

  2. Click Task Manager.

  3. Click Services.

  4. Sort the list by name.

Is the payroll service shown as running? If not, right click on the payroll service and click Start.

Does the payroll service connect without error?

  1. Open SelectHR Service Administrator.

  2. Click Payroll, Configure​​​​​​. If a warning appears stating that the service must be stopped, click Yes.

  3. Click Connect.

If an error is returned that reads An unsecured or incorrectly secured fault was received from the other party. See the inner FaultException for the fault code and detail, then continue to the next section of this article.

Ensure the SelectPay Service is running

  1. Open SelectPay.

  2. Log in to the affected database.

  3. If the login attempt is successful then continue with this article.

  4. If the login fails, then take note of the error and check the Knowledge Base for further help.

Ensure the SelectPay unlock has HR Integration enabled

  1. Open SelectPay.

  2. In the top left, click the pink icon, and select Start Up Screen.

  3. Click the About Access SelectPay tab.

  4. Click the Registration tab.

  5. In the Modules section, ensure that HR Integration is listed. If it is not listed, a new unlock will need to be generated. Please contact Support who will ask our Despatch Team to send a new unlock.

Ensure the SelectPay unlock has not expired

  1. Open SelectPay.

  2. In the top left, click the pink icon, and select Start Up Screen.

  3. Click the About Access SelectPay tab.

  4. Click the Registration tab and check the Renewal Date.

  5. If this date is before today's date, a new unlock will need to be generated. Please contact Support who will ask our Despatch Team to send a new unlock.

Check to see if the SelectPay Web Service User is suspended

  1. Open SelectPay Administrator.

  2. Click the Database tab

  3. Click Users.

  4. Locate the Web Service User.

  5. Check the Suspended column. If there is a tick in this column, right-click the Web Service User and select Suspend User.

  6. Ensure that the tick in the Suspended column is no longer there.

  7. Retry the diagnosis steps.

Reset the Web Service User password

  1. Open SelectPay Administrator.

  2. Click the Database tab.

  3. Click Users.

  4. Select the Web Service User.

  5. In the top ribbon, click Set Password.

  6. Type the new password into both fields.

  7. Click OK.

  8. In SelectHR Service Administrator retry the diagnosis steps using the new password.

Ensure that the Web Service User is flagged as a Web Service User

  1. Open SelectPay.

  2. Click the System tab.

  3. Click User Records.

  4. Double-click the Web Service User.

  5. Check there is a tick in the Web Service User check box. If this is missing, select the check box.

  6. Click Save & Close.

  7. Retry the diagnosis steps.

Check that the Web Service URL is correct and creates

  1. Open SelectHR Service Administrator.

  2. Click Payroll, Configure​​​​​​.

  3. Select everything in the Web Service Location field.

  4. Right-click and select Copy.

  5. Open a Web Browser.

  6. Right-click the Address Bar, and select Paste.

  7. Press Enter key.

    • If successful, a page will be displayed that begins with HRIntegrationService Service. You have created a service.

    • If this is not successful, please double check that the URL is the correct one.

    • If the URL is correct and an error is displayed then this will need to be passed on to the IT team that host the application.

Check that the integration DLL file has been copied into the SelectHR Service folder

  1. Browse to the SelectPay Service installation location, e.g. C:\Program Files (x86)\Access Applications\SelectPay v2022r1\SelectPay Service\Service.

  2. Locate and select the file AccessSelect.PayrollInterface.dll.

  3. Right-click and select Properties.

  4. Click the Details tab.

  5. Note down the value next to File Version (eg. 2022.1.1.8).

  6. Click Cancel.

  7. Browse to the SelectHR Service installation location, e.g. C:\Program Files (x86)\Access Applications\SelectHR v4.0.0\Service.

  8. Locate and select the file AccessSelect.PayrollInterface.dll.

  9. Right-click and select Properties.

  10. Click the Details tab.

  11. Compare the value next to File Version (eg. 2022.1.1.8) with what was noted before:

    • If this file versions are not identical follow the next steps to copy the original one over.

    • If it matches, skip the rest of the steps in this section.

  12. Open SelectHR Service Administrator.

  13. Click the Payroll Schedule tab.

  14. Click Stop to stop the integration service.

  15. Click SelectHR Service Administrator.

  16. Browse to the SelectPay Service installation location, e.g. C:\Program Files (x86)\Access Applications\SelectPay v2022r1\SelectPay Service\Service.

  17. Locate and select the file AccessSelect.PayrollInterface.dll.

  18. Right-click and select Copy.

  19. Browse to the SelectHR Service installation location, e.g. C:\Program Files (x86)\Access Applications\SelectHR v4.0.0\Service.

  20. Right-click and select Paste. If a Windows prompt appears stating the file already exists click Replace the file in the destination.

  21. Open SelectHR Service Administrator.

  22. Click the Payroll Schedule tab.

  23. Click Start to start the integration service.

  24. Retry the diagnosis steps.

Ensure that the Application Pool is running

  1. Log onto your web server and open Internet Information Services (IIS) Manager.

  2. Expand the server on the Connections panel on the left.

  3. Click Application Pools.

  4. Check the Status of the Application Pool being used for your SelectPay Webservice. (If you are not sure which one it is you can right-click and click "View Applications" to check).

  5. If the Application Pool is stopped you can right-click and choose Start to start it.

Related Articles
Map pay elements to SelectPay
New employee has not transferred to SelectPay
Pending changes not being sent to SelectPay for leavers
Using the Audit Log for SelectPay integration
Error: An unsecured or incorrectly secured fault
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