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Unable to start the ePay service.

We recommend that this is done by somebody in your IT department who has full access to the server and is familiar with your IT infrastructure.

Common Causes:

A. Service account has changed.

B. Permissions for the service account have changed.

C. SQL service has stopped.

Diagnosis:

If you are unsure which server relates to ePay on the machine running the ePay service please see article: How can I locate my ePay server?

1. If you are using Windows XP or Windows 2003 click to 'Start' > 'Run' > Type 'Services.msc' and press 'Enter'.

If using Windows Vista, Windows 7, Server 2008 or higher click 'Start' > 'Search' > Type 'Services.msc' and press 'Enter'.

2. Right click the 'Albany ePay' service, then click 'Start'.

Please Note: If you are using ePay 2.0, this will be 'Bottomline ePay' service.

3. If the service does not start, please note down the error message. If this relates to a login failure, please check the service user account.

To check the service user account: In the services window, right click the ePay service > 'Properties' > 'Login tab'. Listed will be the login account and where the password will need to be changed if this has been reset.

4. If the service attempts to start, but receives a timeout error. You will be able to get more information in the Windows event log.

If you are using Windows 7 click 'Start' > Right click 'Computer' > Click 'Manage' > 'Event Viewer' > Click on 'Windows logs' > Click on 'Application' and check any errors relating to the ePay service.

If you are using Windows XP click 'Start' > Right click 'My computer' > Click 'Manage' > 'Event viewer' > Click on 'Application' and check any errors relating to the ePay service.

5. These logs will indicate where the issue resides. If the issue relates accessing the SQL database please restart the SQL service. This is located in the service list which may be on the users machine, the application server or a separate server. The server will be called SQL Server (*INSTANCE NAME*), the instance name will usually be 'EPAY' or 'SQLEXPRESS'.

6. If the service is still failing please make sure that it is not set to interact with the desktop. To check this, open Windows services as shown in step 1. Right click 'Albany ePay'.

Please Note: If you are using ePay 2.0, this will be 'Bottomline ePay' service.

Click 'Properties' > Select the 'Login' tab and under 'local system account' ensure the 'interact with desktop' option is un-ticked. Click 'Save' and start the service.

For more information on specific error codes you might find, please see these related articles:

- I am trying to start the ePay service but I am getting an error code 1069

- I am trying to start the ePay service but I am getting an error code 1067

- I am trying to start my ePay service, but I am getting an error code 1057

- I am trying to start the ePay service but I am getting an error code 1053

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