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Single Touch Payroll (STP) Connection Troubleshooting Steps

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MYOB Product Team Haydes
6,147 Posts
MYOB Product Team
Australia
Haydes
MYOB Product Team

6147Posts

994Kudos

876Solutions

Single Touch Payroll (STP) Connection Troubleshooting Steps

If you are getting an Unable to Connect error when using STP or a Something's gone wrong at our end message with STP, there are 2 instances this normally happens with:

 

1. When you're running through the Readiness Check.

2. When you're setting up STP.

 

If it is happening when you're running the Readiness Check, or Checking Payroll Details, it most commonly relates to the Internet connection, try restarting your Router and try again.


If this fails, try flushing your DNS Cache on the computer


To Flush the DNS
  1. Press the Windows Key on your keyboard
  2. Type in: cmd
  3. In the list of results, right-click on cmd.exe and choose Run as Administrator
  4. A command prompt window should appear
  5. At the flashing cursor, type in: ipconfig/flushdns
  6. Hit Enter on your keyboard and a confirmation message should be displayed - If not, retry steps 4-5 and ensure the command is typed correctly
  7. After the confirmation message, close the window
  8. Close AccountRight then re-open the software

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. Ensure you are using TLS 1.1 & 1.2 in Internet Explorer
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Go to: Internet OptionsAdvanced
      4. Tick Use TLS 1.1
      5. Tick Use TLS 1.2
      6. Click Apply and then OK
      7. Close AccountRight then re-open the software
      8.  
    2. Reset IE default settings
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Go to: Internet OptionsAdvanced
      4. Click Reset to restore the Advanced Settings
      5. Close AccountRight then re-open the software
      6.  
    3. Clear the Internet Explorer Cache
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Click Internet Options
      4. Click Delete on the first tab
      5. Delete Browsing History (Temporarily files and cookies)
      6. Click OK to begin deleting this
      7. Close AccountRight then re-open the software
      8.  
    4. Add as trusted site in Internet Explorer
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Click Internet Options
      4. Go to the Security Tab → Trusted SitesSites
      5. Add: https://*myob.com
      6. Close AccountRight then re-open the software
      7.  
    5. Can you try on a different PC?

    6. If you are online, try the file offline
      1. Go to: FileWork offline (Check out)
      2. If you are the Owner/Administrator, you can continue to check out the file
      3. One the checkout process has completed, attempt to go use STP again
      4. If this is successful, you can then check the file back: FileWork Online (Check in)
      5.  
    7. Flush the DNS
      1. Press the Windows Key on your keyboard
      2. Type in: cmd
      3. In the list of results, right-click on cmd.exe and choose Run as Administrator
      4. A command prompt window should appear
      5. At the flashing cursor, type in: ipconfig/flushdns
      6. Hit Enter on your keyboard and a confirmation message should be displayed - If not, retry steps 4-5 and ensure the command is typed correctly
      7. After the confirmation message, close the window
      8. Close AccountRight then re-open the software
      9.  
    8. Try setting Internet Explorer as the Default Browser
      1. Navigate to Settings. You can get there from the Start menu.
      2. Select Apps
      3. Click Default apps in the left pane
      4. Click Microsoft Edge under the "Web browser" heading. If there's a different default browser, you'll see that program's icon under "Web browser" instead.
      5. Select the new browser (ex: Internet Explorer) in the menu that pops up
      6. You'll see that your new selection is now listed under "Web browser."
      7. Close AccountRight then re-open the software
      8.  
    9. Enable Access Across Domains in Internet Explorer
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Click Internet Options
      4. Go to the Security Tab → Trusted SitesCustom Level
      5. Enable: Miscellaneous → Access across domains
      6. Enable: Miscellaneous → Launching programs and files in IFRAME
      7. Close AccountRight then re-open the software
      8.  
    10. Lower the Security Settings in Internet Explorer
      1. Open Internet Explorer
      2. Click onto the Cog in the top-right
      3. Click Internet Options
      4. Go to the Security Tab → Trusted SitesSecurity Level for this Zone
      5. Set this to Low
      6. Click Apply then OK
      7. Close AccountRight then re-open the software
      8.  

This next option may have other potential security risks if actioned, speak to your IT person if unsure

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.

 

Still having troubles? Let us know by Starting a Post and write down the details of the issue and we'd be happy to help



Cheers,

Hayden
MYOB Product Team
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