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SMPENG's avatar
SMPENG
Experienced Cover User
3 days ago
Solved

Payroll - First payrun in new Financial Year times-out

I have tried to process the first payrun in the new Financial Year, which "times-out" at the point of recording. Pay period 23/06/24 - 30/06/24 with payment date 04/07/24. System hangs for approx 4 mins after selecting "Record". System returns with error message of "Retry" or "Cancel". Selecting "Retry" results in the same outcome. Only option is to select "Cancel". Payroll is then not recorded. The same problem occurred last FY and was not resolved by MYOB until Friday. Case reference from last year was 01372663 & 01373520.

 

Have tried clearing Cache. 

  • SMPENG's avatar
    SMPENG
    3 days ago

    This has now been resolved by MYOB support over the phone. Case ref 01820999. Thanks.

25 Replies

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  • MelW20's avatar
    MelW20
    Experienced User
    2 days ago

    Same problem - and yep same problem last year!! MYOB not good enough!

  • SMPENG's avatar
    SMPENG
    Experienced Cover User
    3 days ago

    This has now been resolved by MYOB support over the phone. Case ref 01820999. Thanks.

  • belindahowie's avatar
    belindahowie
    Partner
    3 days ago

    Hi,

    Ive had the exact same issue. Been on hold with MYOB for hours. Can you please share how they resolved?

    • SMPENG's avatar
      SMPENG
      Experienced Cover User
      3 days ago

      Hi. No idea. The MYOB support agent run a script over my MYOB and it now works. Hopefully you get through and they can help. Maybe quote my reference number 01820999. Good luck.

    • Princess_R's avatar
      Princess_R
      MYOB Moderator
      3 days ago

      Hi belindahowie

       

      I totally understand you've been experiencing the same issue and have been on hold with MYOB for hours. I apologise for the inconvenience. I've applied a fix script to your file. Please log out and log back in to see if it resolves the issue with STP. If you encounter any further issues or need additional assistance, feel free to let us know.

       

      Cheers,

      Princess

       

       

       

       

      • MichaelaJohnson's avatar
        MichaelaJohnson
        Experienced User
        3 days ago

        Morning,

         

        This is happening to me today also. It happened same time last year so i think MYOB really need to look into this continuing issue to stop this happening EVERY year. 

         

        Princess_R  - How can i get this fixed ASAP without being on hold for hours. I have employees to be paid today asap. 

         

        thank you 

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    3 days ago

    Hi MichaelaJohnson

     

    Sorry to hear you're dealing with this issue again. I totally get how important it is to sort this out quickly. Please send me a private message with your serial number and the company file ID (Help > About MYOB AccountRight) that needs fixing. I'm here to help you get this sorted out ASAP. 

     

    Cheers,

    Princess

  • NikkiQLS's avatar
    NikkiQLS
    Cover User
    3 days ago

    Hi

     

    I have encountered the same issue when recording - it said retry or cancel. I pressed retry a few times before it eventually recorded. When I went to run a payroll activity summary report afterwards which I use to process the bank transfers, I noticed each pay had processed twice even though pays had only been processed and recorded and submitted once. How do I fix this. I have 89 employees and really don't want to have to go in and delete the double up for each employee. Please help ASAP. I have no idea how this has happened.

  • MelWid's avatar
    MelWid
    Experienced Cover User
    3 days ago

    I am having the same problem, please let me know when this will be fixed (I need to pay staff on Friday).

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      3 days ago

      Hi MelWid ,

      This can be frustrating sometimes. No worries, I can take a look at this for you. Could you please reply with the last four digits of your Serial Number and Company File ID? Thank you!

      Looking forward to your response.

      Regards,
      Earl

  • Christy4's avatar
    Christy4
    Contributing User
    3 days ago

    Hi Earl, can you please run script over serial file number ending in 4972. company file ID 3?

    It's fairly urgent!

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      2 days ago

      Hi MelWid ,

      Thanks for providing the information via private message. I've successfully arranged an online script over your file that should fix the issue.

      @Christy4, my apologies, but I can't seem to locate the serial number ending in 4972 using your email registered here in the Community Forum. If you could send me the 12-digit serial number, I'd be glad to help you with this. Thank you!

      Regards,
      Earl

      • Christy4's avatar
        Christy4
        Contributing User
        2 days ago

        Sorry Earl, the serial number is -----------------

  • Christy4's avatar
    Christy4
    Contributing User
    2 days ago

    Hi Earl,

     

    Good news is that the payroll is now working. The bad news is that whatever the script did, it wiped the opening balances for all leave accruals (despite them clearly being marked as carry over to new year). Is there another script that fixes this?

     

    Regards, Christy

    • SMPENG's avatar
      SMPENG
      Experienced Cover User
      2 days ago

      Hi Earl_HD 

       

      I am also having the same issue as Christy4. All my entitlements have been wiped. I have raised a case # 01821659 but so far no solution. Please let me know if you come up with a script that works. My serial number ends in 0178. Thanks. 

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        2 days ago

        Hi Christy4

        Thanks for your response. We are currently aware of this issue. As a temporary workaround, you can void the pay run and then enter the hours for the accrual from the previous payroll year. If you continue to experience this issue, please contact MOCA through myob.com/support for any queries or assistance. If MOCA cannot provide the help you need, our live chat team is available to escalate the issue further.

        Feel free to start a new post if you have further queries and one of us will be happy to assist you.

        Regards,
        Earl

  • annachen's avatar
    annachen
    Contributing User
    2 days ago

    I have the same issue since yesterday 

    trying to do pay period 24-30 Jun and pay date 10.07.2024, once i click record...it then kept loading for couple mins then pop up with a window said its time out

    Can u tell me how do i fix it? Thanks

  • KTaylor's avatar
    KTaylor
    Cover User
    2 days ago

    This is also happening I need to process the payroll asap - who can I call??