Connect to ATO - something went wrong

tim_k
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Connect to ATO - something went wrong

I'm trying to connect to ATO in the payroll reporting setup for STP.

I have notified the ATO through Access Manager. When I click 'I've notifed the ATO', I just get a window that says 'Something's gone wrong on our end. We'll be back up and running ASAP, so please try again soon.'

 

this doesnt change.

 

I have tried all the instructions at the following links with no luck.

I am using AR2019.2SE

https://help.myob.com/wiki/display/ar/Task+2+-+Connect+to+the+ATO+for+Single+Touch+Payroll+reporting

https://community.myob.com/t5/Single-Touch-Payroll-STP-Q-A/STP-cannot-connect-a-clients-account-to-A...

 

please help.

 

Also - I have tried calling support, and I jsut end up on hold for hours with out the support person even coming back to speak to me intermittently.

7 REPLIES 7
MYOB Moderator Gayathri
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Re: Connect to ATO - something went wrong

Hi @tim_k,

 

Thank you for the post!

 

I am sorry for the inconvenience. The second link is a forum post from the community and it does fix the error that you are getting. That's interesting that you are getting error even after following the steps from the post. If you can send me the screenshot of the error that would be helpful.

 

Thank you.

 

 

Cheers,
Gayathri

MYOB Community Support

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tim_k
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Re: Connect to ATO - something went wrong

Hi @Gayathri , thanks for the quick reply.

I tried every single step and still no luck.

 

This is what comes up

 

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MYOB Moderator Gayathri
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Re: Connect to ATO - something went wrong

Hi @tim_k,

 

Thank you for the post!

 

If you can send a private message with the details:

  1. The serial number of the company file (Setup>>Company Information).
  2. Email Address
  3. Company File ID

Here is a link that will take you to your private messages- Private Messages . You can send us a private message here.

 

Thank you.

Cheers,
Gayathri

MYOB Community Support

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Experienced Cover User Carissa_B
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Re: Connect to ATO - something went wrong

Hi I am having the exact same problem.  I was able to set up STP in a number of other files yesterday but for some reason it is not working today.  The only difference is that the file I am doing the set up in today is not an online file.

 

I have tried all the suggested options re Internet explorer set up and I still get the message that something has gone wrong.  Can you help?  

MYOB Moderator Gayathri
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Re: Connect to ATO - something went wrong

Hi @Carissa_B,

 

Thank you for the post!

 

Have you tried the steps provide below :

 

With this typically there are a few things we can troubleshoot, with those failing you would need to be directed to your IT team as it is seen as a network issue.

 

Firstly, you'd want to check that the version of Internet Explorer on your computer is Version 11, the latest version.

Once updating that, close and reopen AccountRight and attempt to open this screen. If no changes, follow the steps below (Ensuring you restart AccountRight after each one)

    1. Open Internet Explorer

      1. Internet Options → Advanced
      2. Tick Use TLS 1.2
      1. Apply and okay
      2. Close AR and reopen.
    2. Reset IE default settings

      1. Internet Options → Advanced
      2. Restore advanced settings
    3. Clear IE cache →tools→ internet options → (delete)- browsing history (temporary files and cookies)
    4. Add as trusted Site

      1. Add this site to Internet Explorer trusted sites. IE options > Security > Trusted Sites > Sites > https://*.myob.com  >add
    5. Can they try on another PC?

    6. Try the file locally

      1. - check the file out or backup and restore to their local machine.
    7. Flush the DNS cache

      1. Press the Windows Start key on your keyboard (between the Ctrl and Alt keys).
      2. In the search box, type cmd
      3. In the list of results, right-click cmd.exe and choose Run as administrator. A command prompt window appears.
      4. At the flashing cursor, type ipconfig /flushdns
      5. Press Enter on your keyboard. A confirmation message should be displayed stating Successfully flushed the DNS Resolver Cache. If not, repeat steps 4 & 5 and ensure the command is typed correctly.
      6. After the confirmation message has been displayed, close the command prompt window.
    8. Set Internet Explorer as the Default browser
    9. Enable Access across Domains
      IE → IE options → Security → Trusted Sites → Custom Level → look for miscellaneous → Access across domains → Enable → Click OK → Apply

      Also try miscellaneous → Launching programs and files in IFRAME → Enable/Prompt
    10. Set trusted Sites Security Level to Low:
      → IE options → Security → Trusted Sites → Security Level for this Zone → set to Low

      This next option may have other potential security risks if actioned, speak to your IT person if unsure
    11. In Server Manager, under local server turn Enhanced Internet Explorer Security Settings 'off'

 

If none of the above steps work you will need to contact an IT professional to further look into this error.

 

Thank you.

 

Cheers,
Gayathri

MYOB Community Support

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Experienced Cover User Carissa_B
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Re: Connect to ATO - something went wrong

Yes I tried all those steps. 

MYOB Moderator Gayathri
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Re: Connect to ATO - something went wrong

Hi @Carissa_B ,

 

Thank you for the post!

 

If you can send a private message with the details:

  1. The serial number of the company file (Setup>>Company Information)
  2. Email Address
  3. Company File ID

Here is a link that will take you to your private messages- Private Messages . You can send us a private message here.

 

Please provide more information on which file you are facing this issue.

 

Thank you.

 

Cheers,
Gayathri

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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