Forum Discussion

bairdmw's avatar
bairdmw
Contributing Cover User
4 years ago

System crash (again) when trying to delete a payroll

Anyone else sick of seeing the MYOB crash screen?  I'm trying to delete a payroll transaction that has not yet been put through to a bank file.  Stack trace below...   I'm absolutely amazed that a ...
  • Tracey_H's avatar
    Tracey_H
    4 years ago

    Hi bairdmw 

     

    Thanks for detailed information. So it appears that you are being affected by that known issue I mentioned previously. This issue is impacting users of the Server Edition whose file is offline, regardless of whether the pay has been declared through STP or not. The cause of this is being investigated by our developers, however, some users have been able to delete or reverse a pay by stopping services on the server:

     

    To stop services on Windows

    1. Simultaneously press the Windows Image and R key on your keyboard (the Windows Image key is between the Ctrl and Alt keys). The Run window appears.

     

    2. In the Open field, type services.msc then click OK.

    3. In the list of services, look for all services starting with MYOB

     

     

    4. Right-click on each of the services and choose Stop.

     

    5. The service will now no longer show "Started"

     

    Once the pay has been deleted or reversed you will need to restart the services:

     

    To start services on Windows

    1. Simultaneously press the Windows and R key on your keyboard (the Windows key is between the Ctrl and Alt keys). The Run window appears.

     

    2. In the Open field, type services.msc then click OK.

     

     

    3.In the list of services, look for all services starting with MYOB

     

     

    Note that you  may  have  different services  starting  with  MYOB  depending on  the  versions you have installed.

     

    4. Right-click on each of the services and choose Start.

     

    5. The service will now show "Started" 

     

     

     

    Changes were made in 2020.3 in the way that pays can be corrected. If a pay has the status accepted or sent in the Payroll Reporting Centre it will need to be reversed, regardless of whether it has been included in a bank file or not. 

     

    If you choose to process a negative pay, you can then process a $0 pay with payment date as today to update the YTD amounts in STP.  As long as the YTD amounts are correct, there's no mess created with the ATO as a negative pay is just a manual reversal. 

     

    And I just want to clarify another point, your company file does not need to be online to report your payroll through STP. You just need a subscription and an internet connection. 

     

    Please do let me know if you need further help.

     

    If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

Tracey_H's avatar
Tracey_H
Former Staff

Hi bairdmw 

 

Thanks for your post and for providing that error log. The first thing I'd like to check is if you are able to reverse that pay. I can see that you have upgraded to 2020.3 and, as such, would not be able to delete a pay which has the status accepted or sent in the Payroll Reporting Centre.

 

If you are getting the same error when trying to reverse that pay then it looks like you are being impacted by a known issue for Server Edition users. This issue is currently being investigated by our developers. In the meantime, you can process a negative pay to achieve the same result. 

 

I understand this workaround is not ideal and appreciate your patience while our developers investigate this issue. We do apologise for the inconvenience caused.

 

Please let me know if you need further help.

bairdmw's avatar
bairdmw
Contributing Cover User
4 years ago

Hi Tracey, Thanks for replying. We are using server edition (our data file is not online) with a network library.

 

The pay has been recorded but has not been included in any bank file, so is still available to be edited / deleted.  When the pay was first put through, I did not log in to MYOB online so the single-touch payroll data was not forwarded to the ATO with the original pay run.  I have since done another (correct) pay for the same employee and am trying to delete the incorrect pay.  I have no choice other than to log in to MYOB online to delete the pay, but when i do log in, the system crashes.  Presumably, the null value is because the pay was not sent to the ATO in the first place, but it is crazy that your product does not recognise this.

 

I can do a negative pay to offset the incorrect pay but I wonder what sort of mess this is going to create with ATO reporting for STP.

 

First time I've had to use MYOB for 6 months and I'm quickly being reminded of everything I loved about this product (:sarcasm:!)

 

  • Tracey_H's avatar
    Tracey_H
    Former Staff
    4 years ago

    Hi bairdmw 

     

    Thanks for detailed information. So it appears that you are being affected by that known issue I mentioned previously. This issue is impacting users of the Server Edition whose file is offline, regardless of whether the pay has been declared through STP or not. The cause of this is being investigated by our developers, however, some users have been able to delete or reverse a pay by stopping services on the server:

     

    To stop services on Windows

    1. Simultaneously press the Windows Image and R key on your keyboard (the Windows Image key is between the Ctrl and Alt keys). The Run window appears.

     

    2. In the Open field, type services.msc then click OK.

    3. In the list of services, look for all services starting with MYOB

     

     

    4. Right-click on each of the services and choose Stop.

     

    5. The service will now no longer show "Started"

     

    Once the pay has been deleted or reversed you will need to restart the services:

     

    To start services on Windows

    1. Simultaneously press the Windows and R key on your keyboard (the Windows key is between the Ctrl and Alt keys). The Run window appears.

     

    2. In the Open field, type services.msc then click OK.

     

     

    3.In the list of services, look for all services starting with MYOB

     

     

    Note that you  may  have  different services  starting  with  MYOB  depending on  the  versions you have installed.

     

    4. Right-click on each of the services and choose Start.

     

    5. The service will now show "Started" 

     

     

     

    Changes were made in 2020.3 in the way that pays can be corrected. If a pay has the status accepted or sent in the Payroll Reporting Centre it will need to be reversed, regardless of whether it has been included in a bank file or not. 

     

    If you choose to process a negative pay, you can then process a $0 pay with payment date as today to update the YTD amounts in STP.  As long as the YTD amounts are correct, there's no mess created with the ATO as a negative pay is just a manual reversal. 

     

    And I just want to clarify another point, your company file does not need to be online to report your payroll through STP. You just need a subscription and an internet connection. 

     

    Please do let me know if you need further help.

     

    If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

    • bairdmw's avatar
      bairdmw
      Contributing Cover User
      4 years ago

      Thanks Tracey.

       

      That did the trick!

      • Tracey_H's avatar
        Tracey_H
        Former Staff
        4 years ago

        That's great to hear bairdmw , thanks for letting me know.

         

        Please don't hesitate to post again if you need help in the future.

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