ROE error messages -Troubleshooting

Note: The last 60 pay periods of EI history are available based on the most recent payroll run. For editing pay period EI history we can modify the current year and the immediate prior year (ie we cannot go back 2 calendar years). Special considerations may apply. Contact Customer Care for additional assistance.

Error messages may display when an ROE is requested. They are not Dayforce errors - they are from Service Canada.

The most common error messages and their solutions are provided. If your issue is not found here, contact your Customer Support Team

This employee has pay periods in their EI history with inconsistent data:

  • 0.00 hours with earnings

  • Hours reported with 0.00 earnings

Resolution: Review and correct these entries by viewing the Employee EI History to find the pay period(s) with inconsistent data and then editing the Insurable Hours and/or Earnings on the Insurable Earnings Adjustments page.

You can use your payroll register (Standard Reports) as a reference to find the missing data.

What This Means Solution

In the EI/QPIP history (Payroll > ROE/Status Change > Insurable Earnings Adjustments) there is an insurable earnings period where the Insurable Earnings and Insurable Hours values do not align, meaning one is zero and the other is not. Insurable hours and earnings must either both contain a value or both be zero.

Adjust the hours or earnings value accordingly.

  1. Go to the Insurable Earnings Adjustments page.Closed From the Payroll menu, select ROE / Employee Status Change > Insurable Earnings Adjustments.

  2. Select the impacted employee from the Employee List.

  3. Review the Insurable Earnings and Insurable Hours to determine which is correct.

  4. Adjust the insurable earnings or hours as appropriate. If you do not know what value to enter, refer to the Payroll Register for that particular pay period. For more information see Adjust the EI history of a terminated employee.

Message in Standard Reports Package, on Executive Summary: *

** Insurable Earnings Amount must be from 0.01 to 9,999,999.99 inclusively when Insurable Hours are greater than 0.00 for the same pay period.
** Insurable Hours in Pay Periods 2 to 53 must be from 0.00 to 999.99 inclusively (decimal included) or when there are no insurable earnings.
** The insurable hours in block 15A must be equal to the total of the insurable hours in block 15C.

The Block 12 - Final Pay Period Ending Date does not match the employee's last pay period with insurable hours and earnings.

Resolution: Review the ROE date and the employee's timesheet, and update the date or pay period so they match.

What This Means Solution

The hours or earnings entered on the Timesheet are allocated to a different pay period than indicated in Box 12 on the ROE.

Timesheet:

Box 12 on the ROE:

 

Note: Pay Period 1 in the error message refers to the Pay Period 1 box on the ROE, not the first pay period of the year. The Pay Period 1 box on the ROE displays the pay period ending date and the insurable hours and earnings recorded to the employee in that pay period.

 

Adjust the pay period ending date on the Timesheet or the ROE accordingly.

  1. Go to the Employee Timesheet page.Closed From the Payroll menu, select Regular Payment > Employee Timesheet.

  2. Select the impacted employee from the Employee List.

  3. Verify if the Pay Period selected is correct.

  4. If the pay period on the Timesheet is not correct, update the Timesheet with the correct pay period, as entered in Box 12 on the ROE.

    If the pay period in the timesheet is correct, update Box 12 on the Status Change / ROE page.Closed From the Payroll menu, select ROE / Employee Status Change > Status Change / ROE. to the pay period specified on the Timesheet.

  5. Preview the payroll to ensure the error has been corrected.

Message in Standard Reports Package, on Executive Summary:

** Pay Period Ending Date in Pay Period 1 must be equal to the Final Pay Period Ending Date provided in block 12.

The selected Last Day for Which Paid falls in a pay period with no insurable hours or earnings.

Resolution: Confirm the employee's actual last day worked. If no payment is being made in the current pay period, update Last Day Worked and Final Pay Period Ending Date (Block 12)

to match the last pay period where the employee had insurable hours and earnings. Once updated, run Preview again.

What This Means Solution

There are no insurable hours or earnings in the pay period indicated by the Last Day For Which Paid date entered in Box 11.

Note: Pay Period 1 in the error message refers to the Pay Period 1 box on the ROE, not the first pay period of the year. The Pay Period 1 box on the ROE displays the pay period ending date and the insurable hours and earnings recorded to the employee in that pay period.

  1. Determine the employee's last actual day on the job.

  2. Go to the Status Change / ROE page.Closed From the Payroll menu, select ROE / Employee Status Change > Status Change / ROE.

  3. Select the impacted employee from the Employee List.

  4. Verify that the date entered in Box 11 is correct.

  5. If nothing is being paid to the employee in the current pay period, change the following to dates that coincide with the last insurable period:

    • Last Day Worked

    • Last Day For Which Paid (Box 11)

    • Final Pay Period Ending Date (Box 12)

Message in Standard Reports Package, on Executive Summary:

** Earnings & Hours are both zero for Final Pay Date
** Insurable Earnings Amount in Pay Period 1 must be from 1.00 to 9,999,999.99 inclusively.
** Insurable Hours are mandatory for Pay Period 1

We've detected unusually high insurable hours in this employee's EI history.

Resolution: Go to Payroll > ROE / Employee Status Change > Insurable Earnings Adjustment. Select View Employee EI History and click Next. Review the insurable hours for each pay period. Update any incorrect values as needed. Use your payroll register (Standard Reports) to confirm the correct insurable hours before making changes.

What This Means Solution

Excessive hours are included in the EI History

Some reasons this could occur:

  • Earning code includes a calculation to determine insurable hours.

  • A large salary override amount was entered and caused the hours to be overstated.

  • Retro earnings were paid in hours instead of a dollar amount which overstated the insurable hours as the hours were already recorded when initially paid.

  1. Go to Insurable Earnings Adjustments page.Closed From the Payroll menu, select ROE / Employee Status Change > Insurable Earnings Adjustments.

  2. Select the impacted employee from the Employee List.

  3. Select Edit EI Insurable Earnings and/or the Insurable Hours for a specific pay period?.

  4. Click Next.

  5. Refer to the Payroll Register for to determine what the insurable hours should be.

  6. In the Edit Pay Period field, select the pay period for which to edit the employee's Insurable Earnings History.

  7. Enter either a positive or negative value to adjust the Insurable Hours for the employee. Your entry adjusts, NOT replaces, the insurable hours recorded for this employee.

  8. Enter either a positive or negative value to adjust the Insurable Earnings for the employee. Your entry adjusts, NOT replaces, the insurable earnings recorded for this employee.

  9. Click Save.

For more information see Adjust the EI history of a terminated employee.

Message in Standard Reports Package, on Executive Summary:

** Total Insurable Hours cannot exceed the lesser of 8,904 or (Last Day For Which Paid - First Day Worked + 1) x 24.
** Total Insurable Hours cannot exceed the number of days per Pay Period Type x 24 hours.
** The insurable hours in block 15A must be equal to the total of the insurable hours in block 15C.

The pay period containing this employee's First Day Worked does not have any insurable hours or earnings.

Resolution: Review the employee's First Day Worked on the ROE. Confirm it matches the employee's actual first physical day on the job. If the date is correct, review the EI History for that pay period. If needed, reallocate insurable hours or earnings to the correct pay period using Insurable Earnings Adjustment. Use your payroll register (Standard Reports) to help verify the correct dates and amounts.

What This Means Solution

The pay period that includes the employee's First Day Worked does not have any insurable earnings or hours associated with it.

This means that either:

  • the First Day Worked is incorrect OR 

  • the First Day Worked is correct and the earnings outside of that pay period need to be moved back to the pay period into which the employee's First Day Worked falls.

 

 

 

  1. Go to the Status Change / ROE page.Closed From the Payroll menu, select ROE / Employee Status Change > Status Change / ROE.

  2. Select the impacted employee from the Employee List.

  3. Confirm that the date in Box 10 First Day Worked was the employee's actual first physical day on the job (not the day the employee was hired).

    • If the date is incorrect, change the date accordingly.

    • If the date is correct, you must adjust the EI history.

Adjust the EI History

  1. If the date is correct, refer to the employee's EI History. Go to Insurable Earnings Adjustments page.Closed From the Payroll menu, select ROE / Employee Status Change > Insurable Earnings Adjustments.

  2. Select View Employee EI History.

  3. Click Next.

  4. Review the period around the employee's first day worked date. If there are 0.00 hours and dollars it means the employee did not have any hours or earnings in that pay period.

  5. Review the following pay period to determine if hours / earnings were paid.

  6. If there were an overage of hours / earnings in the subsequent pay period, they must be moved to the prior pay period.

  7. Go to the Status Change / ROE page.Closed From the Payroll menu, select ROE / Employee Status Change > Status Change / ROE.

  8. Select Reallocate EI Insurable Earnings and/or Insurable Hours from one pay period to another.

  9. Click Next.

  10. In the Move from which Pay Period? field, select the pay period FROM which to move the insurable hours and earnings.

  11. In the Move to which Pay Period? field, select the pay period TO which to move the insurable hours and earnings.

  12. In the Insurable Hours field, enter either a positive or negative value to adjust the Insurable Hours for the employee. Your entry adjusts, NOT replaces, the insurable hours recorded for this employee.

  13. In the Insurable Earnings field, enter either a positive or negative value to adjust the Insurable Earnings for the employee. Your entry adjusts, NOT replaces, the insurable earnings recorded for this employee.

  14. Click Save.

  15. Preview the payroll to ensure the error has been corrected.

Message in Standard Reports Package, on Executive Summary:

**Insurable Earnings Amount in Pay Period containing the First Day Worked must be from 0.01 to 9,999,999.99 inclusively. **Insurable Hours in Pay Period containing the First Day Worked must be from 0.01 to 999.99 inclusively (decimal included).
What This Means Solution

An insurable amount entered on the Status Change / ROE page (and / or entered on the employee's timesheet or rapid entry) is being directed to Box 17 on the ROE. The amount is equal to or exceeds the amount displaying in PP1 of the ROE (current pay period).

  1. Go to the Status Change / ROE page.Closed From the Payroll menu, select ROE / Employee Status Change > Status Change / ROE.

  2. Select the impacted employee from the Employee List.

  3. Review any monies keyed in Separation Payments / Other Monies (Block 17).

  4. Since the earnings may have already been entered on the employee's timesheet or through rapid entry, remove these monies from Block 17 on the Status Change / ROE page.

  5. Preview the payroll to ensure the error has been corrected.

  6. If the error persists, and it's an employee whose last day of work is in a prior pay period:

    • On the Timesheet, ensure the actual pay period date for the applicable pay period that the earnings belong in is selected in the Pay Period field (except Vacation NTT).

 

Payroll Preview now identifies affected employee(s) and displays a clear message.

The user is directed to review EI History.

Produce and Amend options are disabled, with an explanatory tooltip; server-side validation is also enforced.