Factorial - Sage 100 France | Employees: Troubleshooting
Something not working with the Factorial - Sage 100 France Employees interface? Start with the two quick checks below. They solve or explain most problems. Then look up your situation in the table.
New to this interface? See the full setup guide first.
Start here: two quick checks
✅ Check 1: are the three BrynQ services running? On the Windows server, open Task Manager > Services (see The Agent services are not running).
✅ Check 2: what do the log files say? On the Windows server, open C:\ProgramData\BrynQ\Agent\logs (see Find the Agent log files).
✅ Check 2: what do the log files say? On the Windows server, open C:\ProgramData\BrynQ\Agent\logs (see Find the Agent log files).
Find your problem
| What you see | 📍 Where to fix it | What to do |
| 'Erreur mot de passe' on the Sage server (this happens often) | Sage 100 France | Reinitialise the user or the dossier. See Fix 'Erreur mot de passe'. |
| BrynQ cannot reach the Agent | Windows server, then BrynQ | Check the three BrynQ services, open http://localhost:7071 on the Windows server, then test the Sage authorization again from the Authorization tab. |
| Not all employees are synced | BrynQ (Authorization tab) | The Factorial user in the authorization cannot see all employees. Reconnect with a Factorial administrator account. See Employees are missing. |
| No import file appears on the server | Windows server | BrynQ could not deliver the file to the Agent. Check the services and the logs\agent files. |
| Import file is there, but Sage has no or wrong records | BrynQ (Scenarios tab) | Check the value mappings, especially Company / Société, and the logs\sage files. |
| Parts of the installation fail, or the Agent runs but cannot read or write files | Windows server | Check the Windows permissions. See Installation or file access fails. |
| The installer cannot connect to SQL Server | Windows server (installer) | See The installer cannot connect to SQL Server. |
| An app used by the template is inactive | BrynQ | Activate it in Settings > Interfaces > Apps. |
| A manual Sage import works, but the automated run does not | Windows server, then BrynQ | Verify the Agent at http://localhost:7071, then test the Sage authorization again from the Authorization tab. |
| You need to review or remove an authorization | BrynQ | Open Settings > Interfaces > Connections. |
| Anything else you can't explain | Windows server | Check the log files and send them to BrynQ support. See Contacting BrynQ support. |
The Agent services are not running
📍 Where: the Windows server.
- Open Task Manager and go to the Services tab.
- Check that all three BrynQ services have the status Running.
- Is a service stopped? Right-click it and choose Start. Wait a moment and check that the status changes to Running.
- Does it not start, or does it stop again? Contact BrynQ support with a screenshot of the Services tab and the files from C:\ProgramData\BrynQ\Agent\logs\agent.
Find the Agent log files
📍 Where: the Windows server, in File Explorer.
The log files usually tell you (and BrynQ support) what went wrong. Which folder you need depends on the problem:
| Problem | Log folder |
| Importing data into Sage fails or gives wrong results | C:\ProgramData\BrynQ\Agent\logs\sage |
| General Agent issues, such as connection problems | C:\ProgramData\BrynQ\Agent\logs\agent |
Sage import logs (for example connectimport and connectimport-error):
General Agent logs (for example application, requests and security):
Can't see the ProgramData folder? It is hidden by default. Type C:\ProgramData\BrynQ\Agent\logs directly into the File Explorer address bar.
Fix 'Erreur mot de passe'
📍 Where: Sage 100 France, on the Windows server.
The error 'Erreur mot de passe' occurs quite often on the Sage server. In most cases you solve it by reinitialising the user or the dossier. Start with option A. Only use option B if A does not help.
Option A: reinitialise from within the company (try this first)
- Open Sage 100 France and connect to the company (PRH file).
- Go to Fichier > Droits d'accès > Utilisateurs.
- In the Liste des utilisateurs, click Réinitialisation.
- Try the connection again.
Option B: global reinitialisation of the dossier (use at your own risk)
⚠ At your own risk. Réinitialiser le dossier signs out all users of the dossier. Make sure nobody is working in payroll before you use it.
- Go to Fichier > Utilitaires > Réinitialisation.
Don't see it? This option is sometimes only visible when you are not connected to a company. Close the company first (Fichier > Fermer) and look again. - The Assistant réinitialisation de dossier opens. Click Parcourir... and select the dossier (PRH file) to reinitialise.
- Click Réinitialiser le dossier. To sign out one specific user only, select that user and click Réinitialiser l'utilisateur instead.
- Click Terminer and try the connection again.
Installation or file access fails
📍 Where: the Windows server.
The most common cause is missing Windows permissions. This does not always show a clear error.
- Run the installer with a Windows account that has administrator rights on the server (right-click the installer and choose Run as administrator).
- Make sure the Windows account the Agent runs under can read and write the Sage folders and PRH files, and the programFiles and programData folders.
- Fixed the permissions? Run the installer again, then check that the three BrynQ services are running.
The installer cannot connect to SQL Server
📍 Where: the Windows server (installer).
- Server name: check that the SQL Server suggested by the installer is the one that holds the Sage databases. Not sure? Open SQL Server Management Studio: the Server name field in the "Connect to Server" window shows the right name. Or ask your IT administrator.
- ODBC driver: choose the driver with the highest number, for example ODBC Driver 18 for SQL Server. To see what is installed, search Windows for ODBC Data Sources (64-bit) and open the Drivers tab.
- Database access: the account used to connect (your Windows account, or the SQL Server login) must have access to the Sage company databases.
Employees are missing
📍 Where: BrynQ (Authorization tab) and Factorial.
- BrynQ only syncs the employees that the connected Factorial user can see. Reconnect the Factorial authorization with an administrator account.
- Watch out: if you are already signed in to Factorial in your browser, Connect to app connects straight away with that account, without asking you to sign in. Sign out of Factorial first, or use a private/incognito window.
- Did you enter test employee IDs in the Configuration tab? Then only those employees are processed. Remove them when you are done testing.
Contacting BrynQ support
Help us help you faster. Include:
- A short description of what you did and what you see (a screenshot of the error helps).
- The log files: C:\ProgramData\BrynQ\Agent\logs\sage for Sage import problems (highly recommended), or C:\ProgramData\BrynQ\Agent\logs\agent for connection and other Agent problems.
- The name of the interface in BrynQ.