Common Issues & Troubleshooting
Overview
Most Global Payroll issues can be narrowed to the stage where behavior diverged from expectation: setup, identify, calculate, finalize, or downstream publication.
Issue Matrix
| Symptom | Likely cause | Resolution |
|---|---|---|
| Payee missing from run | Calendar selection or pay group mismatch | Review identify output, calendar filters, and effective-dated population data |
| Element did not resolve | Process list sequence or generation control issue | Check run type process list, generation control, and supporting dependencies |
| Balance went to wrong month | Accumulator based-on date mismatch | Review accumulator definition against period and payment dates |
| Retro did not create expected adjustment | Run type retro handling or retro limit issue | Review retro triggers, limit dates, and result delta output |
| Payroll processed before absence result was ready | Calendar group sequence issue | Reorder absence and payroll calendars in the group |
| Finalized output differs from reviewed output | Late calendar changes or stale review context | Reconfirm status, rerun review, and restrict post-identify changes |
Triage Order
- Confirm the correct calendar and payee were identified.
- Confirm the correct run type and process list were used.
- Confirm dates, segmentation, and retro context.
- Confirm result tables and downstream preparation outputs.
Key Takeaways
- Diagnose by lifecycle stage first.
- Status records usually tell you where to look next.
- Many apparent engine defects are calendar or process-list design issues.