Failed to Look Up Reference Number
This troubleshooting guide addresses the issue of a "Failed to look up reference number" error that occurs when applying changes to Add/Edit W-2 Totals in any version of the Payroll product.
When applying changes to Add/Edit W-2 Totals, this error displays:
Failed to look up reference number.
Products affected: Payroll
Versions affected: Any
The error "Failed to look up reference number" typically occurs when there is a discrepancy in the W-2 Totals data. This could be due to incorrect or incomplete data entries, or a system glitch that prevents the successful lookup of the reference number.
To resolve this issue, perform a financial backup, then contact Support to run the PRCOMP and PRFIXW2 utilities.
- Log in using your ACS user name and password.
- Under Data Options, select Financial Data Backup.
- Optional: Under Additional Options, select Verify Backup.
- Under Configuration, note the Backup Destination Directory. To change the location, click Lookup.
- Click Backup.
- In the Select Datasets window, clear any datasets you do not want to back up, then click OK.