Troubleshooting custom imports

Tip: This feature is available with Powerpay Plus.

There are several factors that can cause a custom import to fail. The most common import errors are provided. Contact your Customer Support Team if your concern has not been addressed here.

Error #1

ppwb_custom_import_error_1.jpg

  • To add a template, follow the link in the error message or go to the Custom Import Setup page.Closed From the Company menu, select Custom Import Setup.

Error #2

ppwb_custom_import_error_2.jpg

  • Confirm you have selected the correct template.
  • Review the mapping of the Custom Import Fields to the Powerpay Fields in your template. Adjust as required. Go to the Custom Import Setup page.Closed From the Company menu, select Custom Import Setup.
  • Review all amendments made to the template since your last successful import.
    • Confirm the presentation of information.
      • Each column represents the type of data to import. For example, an earning amount, an hour types or a distribution code.
      • Each row of information represents one type of employee data to import. The value is inserted under the respective column.
      • To include multiple updates for an employee, record one row per update type. A test example is displayed.

Tip: Refer to the Custom Import Client User Guide for template samples.

Error #3

ppwb_custom_import_error_3.jpg

  • Review the Column Delimiter displayed in your import file to ensure it matches the set-up for the selected template. The example displayed does not match.

Error #4

ppwb_custom_import_error_4.jpg

Confirm your import file was saved as a .CSV file.

  • If yes,
    • Open the .CSV file, using Textpad or Notepad and search for hidden special characters. For example, &, @, #, $, %, etc.
    • Resave the Excel file without the special characters and try again.
  • If no, save as a .CSV file and try again.
  • If unsure, enable file extension view.
    1. Go to Start Menu > Control Panel > Folder Options.
    2. Select the View tab.
    3. In Advanced Settings > Files and Folders:
      1. Unselect Hide extensions for known file types.
      2. Scroll down to Hidden files and folders and select Show hidden files, folders and drives.

Tip: Confirm these settings if you have changed computers, had a computer reset or your computer settings were modified recently.

See also