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StephenKAC

Retrieve RPN's

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Hi

We are experiencing an intermittent issue when trying to Retrieve RPN's.

The Log on to Revenue step completes but the Check Request step fails with the following error:

We have not been able to complete your RPN Request for the following reasons:

  • Connection Error - Web Exception:ProtocolError

I have attached a screen shot below

Has anyone else encountered this before?

Cheers

  • 0
    SUGGESTED

    Hi Stephen, 

    This issue could be due to something on the PC preventing Sage from contacting ROS. I would suggest ensuring Internet Explorer is v11 or higher.

    You could also try following this article: 42426

    Although this sates a different error, the steps are the same.

    I hope this helps, 

    Rachel.

    Sage UKI

  • 0 in reply to Rachel Chambers

    Thanks Rachel

    The issue is still happening intermittently.Some days it will work others it wont.

    I was onto Sage Support who advised a few changes to be made by adding 3 web addresses to the proxy whitelist. Tried that but no luck. I went 1 step further and added those 3 addresses to bypass the proxy completely. This looked like it was about to work as the loading bar was running only to be met with a different error:

    Connection Error - Socket Error: ConnectionRefused

    Stephen

  • 0 in reply to StephenKAC

    Hi Stephen

    This may be caused by your internet restrictions, especially if using a proxy server.

    Can you try the following:  

    • Untick the option “Bypass proxy server for local addresses in you internet LAN settings (To access this, open an internet page, select Settings > Internet Options,
    • Select the Connection tab and click on LAN settings button)
    • Once Unticked, click OK, followed by OK to close the panel.
    • Close Sage payroll & then reopen it, retry the retrieve RPN/payroll submission

    If error is still occurring, ask your IT to ensure that your settings/profile for the proxy server are sufficient & elevate if necessary – retry retrieving RPNs etc.

    Thanks, 

    Tanya

    Sage UKI

  • 0 in reply to Tanya Pun

    Thanks Tanya. I had actually already tried that but it didnt work. As per above I completely bypassed the proxy and got a different error.

    Connection Error - Socket Error: ConnectionRefused

    The strange thing here is that on Friday morning there was no issue Retrieving RPN's or Uploading Payroll but later in the day thre was an issue. Bypassing the proxy also doesnt appear to work and gives a different error. To confirm the addresses I used were:

    api-rtx-ie-prod-ros.sagertx.com

    rtx-ie-prod-ros-s3-eu-west-1-files.s3.eu-west-1.amazonaws.com

    www.sagetokenservice.com

    Stephen

*Community Hub is the new name for Sage City