Basic PAYE Tools problem after updating to latest version

Hi everybody who have the problem "The application encountered an error in the startup process" when upgrading to the new PAYE Tools version. I found the reason for this error at least on my PC, and managed to get the new version installed. My PC's Windows display language was Finnish and changing it to English (United Kingdom) corrected the upgrade problem.

Hi Coco F
This forum has no access to tax records or the Basic Paye tools.
We can only advise that Version 25.1 of the Basic PAYE Tools was released on 4 April 2025. All users should download and install this version. 
Information around any issues, including a blank screen, can be found at:
Basic PAYE Tools — service availability and issues or contact 
Technical support with HMRC online services
Thank you.
 

Hi, I have updated to Version 25.1 of the Basic PAYE Tools, but the issue remains.
It shows: "The application encountered an error in the startup process.
The logs may contain more details." I couldn’t find a solution on the Basic PAYE Tools service issues page or the HMRC technical support page.
Could you please advise what I should do next?
Thank you.

Hi TerryL
As previously advised this forum has no access to tax records or the Basic Paye tools.
If you cannot resolve your issue through the information in:
Basic PAYE Tools — service availability and issues then we would ask you to contact:  
Technical support with HMRC online services either through 
•    “Ask HMRC online" which will allow you to chat with an HMRC adviser if they are available or
•    Phone 0300 200 3600
Thank you.
 

Hi everyone, I have tried Sini Moilanen's suggestion to change my PC's language to English (United Kingdom). My PC is Window10. Now the software can operate normally. Thanks a lot for your suggestion, it is helpful. Also, I tried to install the Basic PAYE tools in my PC (Dell) which is Window11 without changing the language setting, it can operate normally. But I tried another PC (HP) which is also Window11, the software is unable to use. I don't know why but for the user who still asking for solution may try to change the language setting first.

Thank you Sini Moilanen! When I previously posted the error in the log that I saw ("UnicodeDecodeError: 'ascii' codec can't decode byte 0x8e" etc.) I should have realized that the problem was HMRC not catering for other language settings. So far the helpline have not got back to me, but as you suggested, I similarly changed my PC's Windows display language to English (UK) and was then able to reinstall and do my (late) submission. Whether it continues to work now I have switched the language back again, who knows... I also had an issue that due to the failed 'update' I had no employer database etc. (none of the existing default EXIT or RESET backups seemed to work) - but I was able to find and run the *pre*-update (old) version of RTI which still ran OK, then create a backup, then use the new version and it worked OK.

I also cannot install and open the Basic PAYE Tools. I installed the latest version (payetools-rti-25.1.25092.226-linux.zip) on Ubuntu 24.04 to update the version from 2024/2025. I note that "sudo apt install libfuse2" selects "libfuse2t64" instead. It failed to install and open. I then installed it on another PC with a new Ubuntu 24.04 installation. This also failed to install and work. What is the next step?

hi I am also having issues, after trying to download the update it informed me their was an error and I couldnt get any further, thinking it was my old computer i have purchased a new laptop. I have been able to download the program and I had to fill in all the details again however when i tried to send information in to HMRC it is now coming up with a 1046 error even though i havent changed any of the gateway id information or password just cannot send information in ?? I am at a loss

Hi Jonathan Antill,
Please contact our online services team for advice.
Technical support with HMRC online services
Thank you.

Hi Lyn60,
Please contact our online services team for advice.
Technical support with HMRC online services
Thank you.

Thank you Sini Moilanen! I solved the problem by using your suggestion.

I have downloaded the latest version of BASIC PAYE TOOLS but the issue with printing out the Employer Payment Record that appeared in last months update is still there ie you cannot save or print out all of the columns only half of them - so you cannot see the total amount to be paid column. Also I understand that customers requested to be able to save the Payslips and Employee Payment records but surely those of us saving to a PC will be breaching GDPR, previously we just printed them out.

Thank you Sini Moilanen. You saved my day!

Hi Coco F,
As it is a system error, it will be online services that you will need to contact again.
Thank you.

I received a reply from the on-line services who gave me some suggestions. It would appear that the update to the latest version (payetools-rti-25.1.25092.226-linux.zip) on Ubuntu 24.04 did not properly uninstall the previous version. I have tried the uninstall which has partially worked. I still have the problem of being unable to print the outputs. I am planning to re-install Ubuntu 24.04 (a rather drastic action which will take a lot of effort in backing up my system). I will then install a fresh updated version and use my backed-up data file.

Hello. After updating Basic PAYE Tools the application encountered an error in the startup process. I can't do anything except close the application.

Hi Kamil Roszko,
Please contact our online services team for advice.
Technical support with HMRC online services
Thank you.

I updated PAYE tools second update at end of April worked I managed to run the payroll I have come to put payroll through for May'25 and we are back to square one, The flash screen shows 'updating database', then checking for updates, then opening software then the error message shows "Startup error / The application encountered an error in the startup process. / The logs may contain more details." I have tried redownloading the software for a third time, checked for updates for PC nothing works, keep checking PAYE Tools issues nothing, new. Why could I process April and then go to open tool and it is not working. I have used PAYE tools for over 10 years never had this issue before.

Hi CBS Bufton-Sales,
Please contact our online services team for advice.
Technical support with HMRC online services
Thank you.

Contacted support which was then escalated, still unable to use BPT 25.1 no further information received sent backups and logs - no reply from HMRC.