Payslip Email and pdf failure
How do i fix this please? i have tried clering cache and cookie but it shows and error in tools We are unable to email/view payslips we get this error when trying to view pdf Som...
Forum Discussion
Hi Earl, any payslip doesn't matter about date.
is this the only way to get issues resolved by myob? It seems ridiculous that it takes so long to resolve this issue.
Hi, DanWestsec
We understand the importance of getting this matter sorted out for you. As per checking the error log you sent, to ensure we explore all possible avenues, could I kindly request your assistance with a few troubleshooting steps? These steps will help us gather more information and tailor our approach to address your specific situation. Please refer below:
- Third-party antivirus or firewall software. If you’re using antivirus or firewall software to secure your connections, it can prevent you from accessing certain websites. We recommend turning it off.
- Update your browser.
- Open a private or incognito browser window.
- Disable or uninstall browser extensions.
Also, please confirm if the error happens when you are sending bulk pay slips or even one by one.
We are looking forward to your response.
Best regards,
Earl
Hi, DanWestsec
We would like to follow up on your concern. Kindly let us know if you still need further assistance. Don't hesitate to reach out to us. We are delighted to assist you.
Best regards,
Doreen
Hi Dooreen, nobody has been able to provide a solution
Hi, DanWestsec
We truly appreciate your understanding regarding this concern. To assist you effectively, kindly check your user access to make sure payroll access is ticked. To check it, click your business name > select Users > Click your name > Check if Payroll is ticked. Also, please create a dummy pay run and try to email the pay slip to see if the error persists. When creating a dummy pay run, you can have it dated today and make sure everything is zero.
Please let us know how it goes.
Best regards,
Doreen
Hi Doreen, it happens on multiple users and pc's it's clearly not a settings issue. It has happened ever since we migrated from premier. The error comes up every time and nobody has been able to address what the error means.
Hi, DanWestsec
Thank you for the additional information and my apologies for the late response.
Kindly check the pay slip email defaults to see if every field has been filled out. To check it, click your business name > Payroll settings > Pay slip email defaults tab. Please make sure that you were able to fill out everything from that window, and once done, try to view or email pay slips again to see if the error will show up again.
Please let us know how it goes on your end.
Best regards,
Earl
Hi Earl,
Everything was already filled in but i updated details and still nothing happens
Also still get the same error when trying to view PDF
Hi, DanWestsec
Thank you for your prompt response.
Please allow us to check on this so we can provide you with the most effective workaround. We truly appreciate your understanding and patience.
Best regards,
Doreen
Hi, DanWestsec
Thank you for your patience.
For us to further investigate this, kindly send us a screenshot of the error you received when viewing and emailing pay slips. Also, kindly regenerate the console log. Before regenerating the console log, please view and email the pay slip first so that the error will show up again and will be recorded on the console log. Once done, kindly send us a copy of the log.
We are looking forward to your response.
Best regards,
Doreen
if I try to send a screenshot it says html issue then blocks me from sending further messages.
i have sent the log to Earl_HD previously
Hi, DanWestsec
Thank you for your prompt response.
We were able to receive the first console log you sent. However, we highly recommend having the error message show up again and then regenerating the console log. This is to make sure that the error log is updated. This way, it will truly help us identify the root cause of the error.
We truly appreciate your cooperation with this.
Best regards,
Doreen
Hi, DanWestsec
We recently requested additional information and are awaiting your response. Kindly let us know if you still need further assistance. Don't hesitate to reach out to us. We are delighted to assist you.
Best regards,
Doreen
Please see log file attached
Please let me know if there is anything else you need to reslove this issue
Dan
Hi, DanWestsec
We're following up on the "Something went wrong" error you reported encountering when viewing and emailing your payslips in MYOB. We understand how frustrating this must be, and we want to make sure you're able to access and share your documents smoothly.
Please let us know any updates on your situation, and we'll be happy to provide further assistance if needed.
Best regards,
Doreen
Hi Doreen, I have been back and forth with MYOB and it appears the issues have been caused by the migration from premier.
They don't seem to have the technical know how to resolve and as of today it has been sent back to the migration team to resolve.
Hi, DanWestsec
The error you received generally happens when a migration takes place. Since it has been raised with the migrations team, they will reach out to you once the issue has been resolved.
Should you require additional assistance, please do not hesitate to contact us.
Best regards,
Doreen
