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RESOLVED - Known issue: Premier ESS 12.1 - Employees unable to log into ESS website

Update

  • 17/03/2023 12:00 Updated software (v12.1.17.3) released and available on the Sage Portal to download - review FAQ section below for more details.
  • 16/03/2023 12:00: Updated post with steps to take ESS offline

We are aware that a few Premier ESS users have reported the following scenario on Version 12.1 which was released with Sage VIP Premier Release 6.0a

Scenario:

  • Employees are unable to access Premier ESS via the website.
  • Services are restarted on the server, allowing the users to access the system.
  • After a while, the website becomes non-responsive.

The Sage development teams are currently working on identifying the cause and will be providing a solution as soon as possible.

The Premier ESS Version 12.1 software has temporarily been removed from the Sage Portal.

We will keep you updated on any progress of the investigation and solutions.

 

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  • Update 16/03/2023

    We are working closely with our product development team and our business partners to find a quick resolution.

    In the interim, we would like to recommend the following

    1. If you have downloaded the update, but not yet activated it, may we suggest you continue working on your current version.
    2. If you have downloaded and activated the update, please take the following steps to disable the ESS function in the latest version until we are able to deliver a permanent solution:

     

    Taking the Premier ESS application offline

    To take the Premier ESS Application offline, browse to the ..\ESS\Web folder on the server hosting the ESS web site.

    In this folder, there is a file named: app_online.htm as shown in the screen print below.

     

     

    Rename this file to app_offline.htm

    If an ESS User then tries to access the ESS Website, they will get the following message:

     

     

    Please note that you are able to continue processing your payroll using the current version and we will continue to update you on our progress during the course of the day 

  • Update 17/03/2023 12:00

    A new software installer file for Premier ESS (v12.1.17.3) .has been release on the Sage Portal.

    A few important Q&A’s before you install the new release:

    Q: If we do not experience any issues on V 12.1.6.2 do we still need to install the new software? 

    • Yes, it is strongly advised that you install V12.1.17.3 to avoid future frustration

    Q: We have already installed V12.1.6.2, do we need to restore before installing the new version V12.1.17.3? 

    • If you already update to Version 12.1.6.2 you can just also install Version 12.1.17.3 – no need to restore anything
    • If you have not installed Version 12.1.6.2 then you only need to upgrade to V12.1.17.3 and you can ignore version 12.1.6.2

    Q Must I update Premier Payroll or Premier HR as well? 

    • It is not necessary to update the Premier Payroll system if it is already on version 6.0a Similarly, it is not necessary to update the Premier HR system if it is already on version 23.3.0.1 

    Q: What release should I be on, before installing the new software?

    • Premier Payroll - You must be on Release 6.0a 
    • Premier HR – You must be on version 23.3.0.1 

    Q: Will I lose any data when I install the new ESS update?

    • No, however it is recommended to make a backup of your ESS database before installing the update

    Q: Where can I obtain more information with regards to the update?

    • ‎‎Installation notes are below, and are also available on the Customer Portal
    • One you have logged in, select Product Updates > Premier ESS, Premier Employee Self Service (ESS) 12.1