URGENT - EMPLOYEE PAYS NOT RECORDING

[Tash2019]

Hi there,

I am trying to process an employee pay run - I get all the way through to hitting 'record' at which point I then get the 'process payments' screen and all fields show as 0 and the payments do not record, no error messages. I have tried this with several employees, over 2 company files but get the same result.

We need to process payroll today so this is extremely urgent and any help is appreciated.

Thanks

Tash

[Komal_S]

Hi @Tash2019 

If your file is online, we can run some scripts to fix this issue. So we can organize that, please send us your serial number and company file names by Private Message.

[BrendenE]

We are having the same problem in a local stored data file.  MYOB AccountRight Plus 2021.1.1 - Build version 2021.1.24.3611

I've restored the data file from an older backup and that has not changed anything.

The data entry is working as per normal and everything appears normal until the Prepare Electronic Payments screen.  At this stage there are no payments to select on the screen.

When I log into the Payroll Reporting system the pays that I have just entered have not be uploaded to the ATO STP system.   The STP data is not showing on the ATO online services system either. 

I recall reading that the new version 2021.1 had automatic updates.

So......   MYOB, please confirm if you have recently pushed through an upgrade that might be causing this problem. 

[Komal_S]

Hi @BrendenE 

Welcome to the Community Forum!!

This particular error is not specific to any version but can be caused if the database requires updating. If your file is offline, please download this hotfix tool ( right-click on this link, copy the link address and paste in a new window) and update your file by following the steps given below:

1. Extract the contents of the zip file to the desktop.

2. Right-click the AccountRight_Hotfix.exe application and choose Run as Administrator.

3. Browse to a file or drag a file onto the tool.

4. Make sure you have a backup of the file and Apply the fix.

5. Try processing the payroll again and let us know how you go on. 

[BrendenE]

Hi, I can't seem to download the file. I followed the instructions and pasted the link into a new window, but get this message as shown in the attached picture.  Is there another way to download the file:

[Komal_S]

Hi @BrendenE 

Apologies, the previous link was broken. I've updated it now, please try downloading it again and let me know how you go on.

[BrendenE]

Thanks Komal,  That worked.

[BrendenE]

Hi Komal,

We've tried to process our fortnightly pays again today and are having the same problem again.  I've tried to use that patch you provided but this time its not working.

Is there something else we can try?

Thanks,

Brenden

[Komal_S · Accepted solution]

Hi @BrendenE 

In that case, please send me your serial number by Private Message so we can organize to get your file in and check if something else is causing the issue.

[BrendenE]

message sent. thanks!