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...
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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
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.
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,
EarlHi HelenHolman,
I would like to check if you're still having this issue? If so, feel free to post again and one of us will be happy to assist you.
Regards,
EarlHi Earl
Sorry for the delayed response. I waited until I had an uncomplicated payroll before trying the cloud version of Accountright again. I have just entered my payroll for this fortnight and am still having exactly the same issues.
I’ve created the payrun and amended the pays for employees, I click “Next’ and get the error "Checking pay run failed. Try again"
I did a test for this error a while ago. What I did was run a few different ‘test’ pay runs with only a handful of employees, to see if I could isolate which employee is causing the issue.
I did not get this error once therefore can only assume there are no issues with STP setup.
When I click ‘Record’ I fill out the ‘Send payroll information to the ATO’ authorisation form.
I click ‘Submit’ to send the pay run details to the ATO and then get the 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: ebc7158b-7c52-42a0-ae16-b327a19328ca."
Then I click 'Update and Close' and go into the Destop version of MYOB as you suggested and go to Payroll Reporting>Check Payroll Details and there are NO issues detected.
I receive a message 'Nice one! Your company information and employee details meet ATO requirements."
The Diagnostics Log is attached.
I now have deleted the payrun so I can re-enter it in the desktop version of MYOB, in order to get employees paid today.
Thanks
Helen
Hi HelenHolman,
Thank you for your comprehensive response, and I appreciate your understanding regarding the delayed reply. Upon reviewing the attached diagnostic log, the recommended solution is to clear your AccountRight cache to prevent encountering this issue in the future. I also want to express gratitude for sharing how you resolved this matter. Clearing the AccountRight CacheFeel free to post again, we're happy to help!
Regards,
Earl
