If you see an error below when trying to download payslips or reports, please make sure there are no accent marks in your Employer name (for example: é, è, ê, ç, etc.), as these characters can cause issues.
How to resolve:
- Go to Employer > Edit Employer Details > Basic Details
- Remove any accents or special characters from the employer’s name.
- Save the changes
- Once you've made the change, try downloading your payslips or reports again.
Screenshot of the error
Error details
Pretty-print
{"isSuccess":false,"errors":[{"message":"A problem occurred.","code":"FailUnknown","type":"Failure","source":"Service","id":"ced93212-2287-46e1-83a7-d524aa5a21ce","entityInfo":null,"info":{"requestId":"00000000-0000-0000-0000-000000000000","sessionId":"00000000-0000-0000-0000-000000000000","jobId":null,"userId":0,"organisationId":"00000000-0000-0000-0000-000000000000","employerId":null,"userEmail":null,"exception":null,"stackTrace":null,"memberNames":null,"errors":null}}],"warnings":[]}
If you do not have any accents or special characters in the employer name and are getting an error when running / downloading a report, try to clear the caches / cookies on the web browser and run the report again.
If the issue persists, please contact the BrightPay Support team.
FAQs - Running Reports
Q. I’m trying to download/export a report but it just keeps buffering. What should I do?
A. This can sometimes happen if your internet connection drops briefly or the page has been idle for a while. Try refreshing your browser page and then running the report again — in most cases, this resolves the issue.
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