Hello ATF HYDRO LIMITED 

There are a couple of other things that could be causing the issue:

You might not be on the latest version of the software
Your Ros certificate may need to be downloaded again

We have a knowledgebase article Problems retrieving RPNs  which will take you through the steps to resolve this.

Hope this helps, if it does please click Verify answer to let others know too. 

Thanks 

Annie 
Sage UKI 

Hi, I am using sage online and I have dowloaded the cert multiple times. 

Problems retrieving RPNs  does not seems to contain anything related to this issue.

Is there a contact number I call to explain this?

Hi,

Thank you for using the Community Hub.

Our apologies for any confusion. The initial answer given was appropriate for the forum you posted in. We have moved the question to the Sage Business Cloud forums .

I have linked the trouble shooting guide below but the main things to try are…

1. Check you can login to ROS with the certificate and password
2. Try in a Private Browsing Window or clear cache and cookies to force a re-browse to the latest certificate and re-enter the password.
3. Try in a complete different browser.

RTR errors

If you need further help or guidance the next step would to be contact us via –

Contact links

If you have any thoughts on how this could be improved, please use the link below

Regards

Andrew

SAGE UKI