Fix for Error in Single Touch Payroll for AccountEdge Pro for Mac

[professormac]

I have been reading other people's problems with errors in STP Payroll in MYOB AccountEdge Pro v18.7 for Mac, including:

• an error message "Please ensure that certificate DigiCert SHA2 Assured ID CA has been installed correctly"
• MYOB asking users for a 'privateKey'
• An error message "The operation couldn't be completed. (POSIX error -9810 - Unknown error: -9810).

The solution that worked for me, which hasn't previously been listed on other posts was as follows:

1. Delete the AccountEdge Pro 18 App from your Applications folder
2. Go to Applications > Utilities and open Keychain Assistant
3. Search Keychain Assistant for the word "AccountEdge" to reveal the installed AccountEdge certificate. If your search finds the certificate, click it then delete it by pressing the delete key on your keyboard. Click Delete to approve the deletion.
4. Download and open the MYOB AE Pro v18.7 Full Installer from the MYOB website
5. Re-install AcountEdge Pro 18 by dragging it to your Applications folder
6. Open the Extras folder located inside the AccountEdge Pro v18.7 disk image. Open the Certificate Installer folder located inside the Extras folder. Double-click the AccountEdge STP Certificate Installer file and follow the prompts to install the certificate.
7. Go to Applications > Utilities and open Keychain Assistant. Click the File menu > Lock All Keychains.
8. Open MYOB AccountEdge Pro 18 from your Applications folder and try to submit your STP report to the ATO. You should be asked for a 'privateKey' password. Enter your usual Mac computer password then click Allow. You should be asked once more for a 'privateKey' or 'Local Items' password. Enter your usual Mac computer password again then click Always Allow.
9. Hopefully your STP report should now say "Submitted". Good luck!

[Komal_S]

Hi @professormac 

Thanks a lot for sharing the detailed solution on this issue. I'm glad to hear that this has worked for you and I'm sure it will be helpful to a lot of users who are experiencing similar problem while connecting to the ATO. 

Please feel free to post should have further suggestions or queries. 

[DKS1]

Thank you user for your solutions but it still does not address the error code 401 unauthorised user accountedge cannot connect to ato (10-digit-software ID ie SID number is missing). I am a mac user using accountedge pro version 18.7 the last successful payroll I submitted was 29 July 2021. This error code has been reported several times now and the three work around solutions do not work.  I have a paid subscription that offers me full support from MYOB untill January 2022.  Where are your developers at with this issue? This is a MYOB / Mac issue that needs support and requires a fix from you.  Please note that I have informed the ATO of this issue as I have not reported a payroll since 29 July 2021.

[ImJimmy]

On the same boat, this should have been fixed by now. 

[kelson]

Yep, still no resolution and likewise this has been an issue since 26July 21 for me.  I am beyond disillusioned with MYOB - still waiting for the promised email of nearly 3 weeks ago to tell me the issue is fixed...really makes you wonder why you keep paying the subscription!!

Lift your game MYOB.

[MYOBAEDGE]

In the same boat. Am thinking of moving to AccountRight Plus (it has tracking budget at Job level) which is on a PC platform. Have asked AccountEdge data to be migrated to Account Right Plus. Haven't heard anything yet. Still stuck with processing STP from Aug 21 onwards.

[Tracey_H]

Hi everyone

As previously explained this issue has been investigated by our developers. They have found that this appears to be caused by certificate permissions on Macs. I do understand that you're frustrated but as the issue is not caused by the product we can only provide the environmental solutions that have worked for our internal testing and other users. If those solutions dont work for you you will need to speak to an IT professional.

[kelson]

Thank you for your reply however this does not explain why it was working and then stopped on July 26 - nothing changed with my MAC - nothing was updated, etc and if this is the case why did MYOB support tell me it was an MYOB issue?  

[ImJimmy]

If there is an subscirption fee being charged and an application is meant for Mac. then the applications compatiblity is your internal issue. This is not an anwer i was expecting. was told by myob we are working on the issue meanwhile try these methods to sort these issues. need more support then this.

[Tracey_H]

Hi everyone

We do understand that you are frustrated and we have passed onto the developers that the solutions provided have not worked for some users. We will update this post when more information is available.