Update 2023/10/30
Our technical team has confirmed that all backup instances made during the Start of New Period issue reported on 2023/10/24, which did not appear on the list of available backups to retrieve, has now been resolved.
Thank you for your patience and understanding.
Original post 2023/10/24
We are aware of the following issue that have been reported by some customers on Sage Business Cloud Payroll Professional:
- During the Start of a New Period process, and automated backup is made
- The Start of Period process did not complete, due to a "Execution Timeout Expired" error message reported on 2023/10/24 (RESOLVED | Technical issue: Unable to start a new pay period error "Execution Timeout Expired")
- When you attempt to access the company, the message displays that the Start of the New Period process failed and a backup must be restored
- When you attempt to retrieve and restore the backup, the backup that was created during the Start of New Period, does not reflect on the list of available backups
Due to the issue reported on 2023/10/24, the period-end backups were created and saved on the cloud servers, however the backup option to retrieve and name does not display on the list of available files.
Our technical team is in the process of resolving this to correct the display of the period-end backups, to be available to restore.
Should you require assistance to access your backups urgently, please contact the Sage Customer Support team, to submit your request.
Please include the affected company number(s) on your request.
We will keep you updated on the progress here on Sage City.