If an error is encountered in the system, we will provide the user with an error number. A member of the HR team with access to the Admin Tool can then check the error in the event log.
The error number is not relative to a specific error; it is the record number for the error.
Identify the true error message
The event log should be checked to understand the error message being encountered.
Watch this video for a walkthrough of this process 🎥
In the Admin Tool, click Event Log.
Select the Display Errors Between filter.
🤓 Tip: If the error occurred today, set both of these fields to today's date. Otherwise, expand to the relevant date when the error occurred.
Double-click on the error messages that appear in the list. If you know the approximate time the error occurred, start with records within that time frame.
A window will open as shown below:
Match the error number provided by the system to the error number appearing in the top-left of this window.
The true error may be one record above or below the error number given.
If the error number does not match, you are not looking at the correct error message. Check another record until you find the matching error number.
The error numbers appear in the list from highest to lowest. Use this to know whether to check the record above or below.
Once you have identified the error message, either search the help center or ask a question within the digital assistant.