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HelenHolman's avatar
HelenHolman
Experienced User
10 months ago

STP reporting during payroll

Kameleon Group Pty Ltd serial number **** **** **** When I process our payroll using the web version of AccountRight there are 2 issues occurring. First issue (this has been occurring for over a year. I have tried MYOB support but they were unhelpful): When I have entered all the pays and I click 'Next’ to move to the next screen (which lists all of the staff in the pay run and their net pay amounts), I get the 'Checking pay run failed. Try again' message every single time. PLEASE DO NOT TELL ME that it’s because I’ve ‘saved’ and gone back into it, I NEVER do that! I process payroll start to finish without saving and closing it until I am finished. For the past year and a bit, I have just ignored the message it and continued. Everything seems to work fine, including STP reporting. To try to isolate which employee is causing this message to appear, I have created pay runs for each employee but in small groups – 5 or 6 in each pay run, (and then cancelled the pay runs before it gets to the ‘Record’ bit). I never get this message and therefore I am at a loss to understand why the message only displays when I run the payroll for all employees. Second issue: When I click 'Record' and fill out the STP reporting authorisation, I get this error: "Something went wrong. Please try again or refresh the browser. Please try again, if the error persists, get in touch with us. Request ID: b434e3bf-27d0-4357-bd3b-095bdc44750d." I cannot proceed further. I go into the desktop version of AccountRight, and when I click on 'Process Payroll' I get a pop up telling me a pay run was saved but the dates are all 1/01/001. If I click on 'Continue' I get an error telling me 'AccountRight needs to close' and I have no choice but to restart AccountRight. The only option I have is to go back to the web version, delete the payroll I've just created and re-create it in the desktop version so that it processes end to end. With 45 staff, that is annoying!

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    10 months ago

    Hi HelenHolman, 

     

    Thanks for posting your concern. 

     

    I'm sorry to hear about your difficulties in creating pay runs. In my understanding, the first issue you have could be connected or is caused by the second issue. I suggest opening each employee contact from the browser, going to the Payroll Details tab, clicking the Leave tab, and clicking Save. This process will update the background data of that employee. After which you can try processing the pay run again. 

     

    Let us know if you need further assistance or the issue persists. 

     

    Thanks,
    Genreve

    • HelenHolman's avatar
      HelenHolman
      Experienced User
      10 months ago

      Hi Genreve

      I went into each employee's leave tab and 'saved' as you suggested.

       

      I have just processed our fortnightly payroll again and the same problem/s exist.

       

      Issue #1

      I finish updating the pay records in the payrun and click on 'Next’ to move to the next screen which shows a list of all of the staff in the pay run, their last net pay amount and their current payrun net amounts.

      The same error - "Checking pay run failed. Try again" message came up again.  As it has for the past 12 months or so.  Up until the last couple of payruns, I have been able to continue finalising the payrun from this point (regardless of that error) without any issues.

       

      Issue #2

      Today when I had finished updating the pay run, I clicked 'Record' , then filled out the STP reporting authorisation, then clicked 'submit to ATO' and this error appeared and I could go no further:

      "Something went wrong. Please try again or refresh the browser. Please try again. If the error persists, get in touch with us. Request ID: b377245d-490d-4720-9560-ee036540f7b4"

       

      Then I had to go into the desktop version of MYOB, create a payrun and re-enter all of the payroll for the 47 employees.

       

      I will not be using the web version of MYOB for payroll again. It's a waste of my time doing this stuff twice every time.

       

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        10 months ago

        Hi HelenHolman,

        Thank you so much for your detailed post and my apologies for the late response. If you get an error when recording a pay run that it has failed the STP, click on Update details to check the error code. Or, you can click on Payroll Reporting>>Check Payroll Details in the desktop to view any issues. Please feel free to send us screenshots of any errors so that we help resolve them.

        If the problem continues, kindly retrieve your diagnostic and error logs  the next time the error message appears, and attach them to your response here. This will enable us to conduct a more in-depth investigation into the issue.

        Looking forward to hearing from you soon!
        Regards,
        Earl

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    4 months ago

    Hi there HelenHolman

     

    The issue you're experiencing requires thorough investigation. If the resolution provided didn't work on your end, I highly suggest getting in touch with our live chat for further assistance. To get through to a live chat agent, you will need to get in touch first to our virtual assistant, MOCA through myob.com/support. Don't worry, if MOCA can't provide the help you need, our live chat team is just around the corner to pick up from where MOCA left off.

     

    Best regards,

    Doreen

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