M3 Middleware Troubleshooting Sync Issues

Below please find common questions and troubleshooting techniques when resolving sync issues.

1. My record is not updating in payroll: Where do I even begin to troubleshoot?

It is a good exercise to understand which validations a record goes through when passing through the middle-ware. If an error message is displayed in the middle-ware, it will often point you in the direction of the data element affected. There are two layers of validation, with each record being queried in the following manner:

  • SSN, Last Name, and/or First Name are not blank.
  • The Income Tax Filing and the Unemployment Filing state(s) exist in the payroll company for all employees that are not 1099M or terminated.
  • The state “Filing Status” is a valid for the Income Tax Filing State.
  • The “Tax Form” must be valid if not blank.
  • The deduction codes exist at the company level in payroll.
  • The Pay Schedule is not blank.
  • There is not more than one (1) active 100% direct deposit item for the HR employee.
  • The “TerminationReason” value from HR exists in the list of Term Reasons in payroll.
  • The “”EmployeeType”” value from HR exists in the list of Employee Types in payroll.
  • The “Ethnicity” value from HR exists in the list of Ethnicity Codes in payroll.
  • The “EEOClass” value from HR exists in the list of EEO Class Codes in payroll.
  • The “TimeManager” value from HR exists in the list of Supervisors in payroll. Note: The supervisor name from HR is matched to the “description” field in the list of supervisors in payroll. This field can be excluded from the sync by unchecking the “Sync Supervisors” box on the Admin Console.
  • The “WokersCompCode” value from HR exists in the list of WC Codes in payroll.

Other general validations occur such as properly formatted dates, strings not being stored as numbers, etc.

2. I received the error message ‘Employee Not Found in Payroll!’, but this employee is in payroll already.

Based on how employees are matched from HR to payroll, have administrator verify the following values are consistent between HR and payroll:

  • SSN
  • Department
  • Infinity EE ID matches mailstop value in payroll

The “Setup Employees” tab allows the administrator to match up the employees from the HR system to payroll. This is useful for immediately after a company is configured to use the interface as a preliminary sync. It also will allow for paystubs and W2s to be uploaded to the HR system. When the “Sync” button is clicked the program gets a list of all employees in the HR company from the HR system via the web service. The list of employees includes their SSN, the payroll ID, their Infinity Employee Id (HR ID) and their department fields only. The program then tries to find a match in the payroll system by SSN. If a match is found then the “Mail Stop” field in payroll is updated with the Infinity Employee ID (HR ID) from HR. Then the “Payroll ID” field in HR is updated with the employee’s payroll id without spaces. (For more details, see the section “Data Synchronization > Overview”.)

3. Infinity sent the right benefit deductions, but they are not syncing to payroll


  • Benefit code is set up correctly in HR?
  • If applicable E/D code is set up correctly in HR?
  • Are there any trailing spaces after the codes in HR?
  • Is the code in payroll saved under a code type of ‘Infinity’?
  • Does the code match what is stored in payroll?
  • Are there any trailing spaces after the codes in payroll?

Best Practice: Though in Millennium, it is possible to use the same benefit code for more than one benefit, it is not advisable and we have found that benefits will not sync over properly in these instances. Best-practice is to always use one unique benefit code per benefit.

4. I have an ER-paid benefit set up to update the premium upon compensation increase. However, the deduction is coming over on the sync with 0.00.

Even though Infinity is sending a record, a deduction amount of 0.00 will be ignored by the sync. This is typically an issue of client education. Please inform the client that either a manual recalculation, or a system recalc, needs to happen on any benefit that is set to update the premium upon compensation increase. Updating the premium will send a value over in the sync.

5. My employee made a mid-year benefit change, but when I sync the information to payroll, the old rate is still showing.

Please verify the date the payroll system is looking at. If the pay date precedes the effective date of this benefit change, the new rate will not be recognized and the EE will continue to be deducted for the amount initially enrolled.

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