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AnnaF's avatar
AnnaF
Experienced Cover User
6 years ago
Solved

Payroll Error Message

Hi can someone please help me with this error message I receive from payroll every time I open the file.

The file got corrupted and I had to delete it and restore it and now it comes up with this error every time.

How do I confirm the payroll file?

  • Steven_M's avatar
    Steven_M
    6 years ago

    Hi AnnaF

     

    Thank you for confirming that information.

     

    I've made a change to your account. Can you attempt that confirmation again, it should work using the Confirm Online option.

     

    Let us know how you get on and if you require further assistance

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  • Steven_M's avatar
    Steven_M
    Former Staff
    6 years ago

    Hi AnnaF

     

    So we can investigate further can you provide the last four digits of the serial number? - This can be found in Help>>About MYOB Payroll and selecting Application Details... Also, getting the Data File ID (same window) would be appreciated.

     

    I should also mention that if you do have any foreign language packs installed on your computer these do need to be removed as this can impact the confirmation process for MYOB Payroll and can lead to unnecessary errors.

    • AnnaF's avatar
      AnnaF
      Experienced Cover User
      6 years ago

      Hi Steven_M

       

      The last 4 digits of the serial number are: 9241

      The Data File ID is: 2

       

      I don't have any foreign language packs installed. I have been using payroll for almost a year and have not had this issue before.

       

      Thanks

      Anna

      • Steven_M's avatar
        Steven_M
        Former Staff
        6 years ago

        Hi AnnaF

         

        Thank you for confirming that information.

         

        I've made a change to your account. Can you attempt that confirmation again, it should work using the Confirm Online option.

         

        Let us know how you get on and if you require further assistance

    • AnnaF's avatar
      AnnaF
      Experienced Cover User
      6 years ago

      Hi Steven_M 

       

      Same thing has happened again with both of my Payroll Files now.

       

      The first file is the same details as above:

      (The last 4 digits of the serial number are: 9241

      The Data File ID is: 2)

      This file is now read only and I am unable to do anything with it.

       

      The second file is:

      Last 4 digits of the serial number: 1093

      Data File ID: 1

       

      I have tried calling the help number however was told the wait time was over an hour and there was no call back option.

       

      Can you please help me unlock these and explain why this keeps happening? It seems to happen if I try to restore a backup file.

       

      Also I have recently updated my Payroll application as I was having troubles with the older version not posting to MYOB but now it will not let me restore a backup that was made on the previous version of Payroll so basically all of my backups are unusable.

       

      Is there a way to get around this? As there was a mistake made with one of my employees pays for last month and I need to get it fixed.

       

      Hopefully you can help me.

       

      Many thanks in advance.

       

      Kind regards

      Anna

       

       

      • Steven_M's avatar
        Steven_M
        Former Staff
        6 years ago

        Hi AnnaF 

         

        I've unlocked those serial numbers so that confirmation can occur. In this case, it looks like the version of the program was updated at your end (presumably to Payroll 2018.3) and our records didn't reflect that. However, I've updated the serial number and that confirmation should work as intended now. Do let us know if you are unable to do so.

         

        In terms of restoring a backup of your payroll files, you would need to provide more information into what is occurring i.e. are you getting a message? Are you not able to select the File menu?

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