Forum Discussion

JC__'s avatar
JC__
Member
6 days ago

STP Reporting Failure - AccountRight

Hi there,

 

I am trying to process payroll in MYOB AccountRight Desktop, but there is an error when I press "Record" after completing Step 2 Employee Pays. I've noticed the issue last night and it has continued to carry on.

 

It does not record the payrun, nor does it send via STP. It notifies me that I have to sign in with MYOB on the next step (I do not usually get this pop-up window), however there is no opportunity to, and none of my entered payroll details carry over to the next step.

 

I suspect it has to do with STP reporting, because when I attempt to send an update event on MYOB Browser for STP reporting, I got an error message with Request ID -  d329ddfa-b75d-42e1-bff7-d125ced38a65

 

However, our STP has been set up for the past 4 years with no issue. I have been on hold for the past 4 HOURS and I'm so frustrated with support, this payroll is extremely urgent and we have received no help over the phone or live chat.

 

Please give me an update and fix as soon as possible.

1 Reply

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    5 days ago

    Hi JC__,

     

    I’m really sorry you got stuck with this, especially with payroll being urgent. From what you’ve described, it does sound similar to some recent AccountRight cases where an STP issue in the background stops the pay from recording properly. In some cases, that can also cause payroll reporting to time out, crash, or show blank or $0 amounts instead of going through as expected.

     

    At this stage, the specific file you’re processing payroll in will need to be checked by our team so they can run the necessary fixes. Hopefully you were able to get through to them yesterday. If not, please let me know and send through your account details via private message, and I’ll take a look and see what I can do from my end.

     

    Cheers,

    Princess

     

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