Forum Discussion

SarahBy's avatar
SarahBy
Contributing Cover User
9 months ago

Payrun not progressing past summary page

Hello, I have been trying to entre my payrol since Monday. I tried several times on Monday, Tuesday and again today but I can not get it to progress past the pay run summary page. When I click the "l...
SarahBy's avatar
SarahBy
Contributing Cover User
9 months ago

In the end I had to call the help centre. Step 1 create a new administrator account by inviting myself under another email address. Step 2 change my exsisting account from administrator to a normal user. Step 3. resume pay run and finalise pay. Step 4 change everything back again. 

They know of the issue and they are trying to fix the "all good" button but until then I will have to do the work around every pay day. 

  • Allfarm1's avatar
    Allfarm1
    User
    9 months ago

    Thanks for that 

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    9 months ago

    Hi SarahBy, 

     

    Thanks for posting both your issue and your update.

     

    We're happy to hear that you were given the workaround. In the meantime, let us know if you need other help.

     

    Feel free to write a new post in the forum. 

     

    Thanks, 

    Genreve

    • jenniek's avatar
      jenniek
      Ultimate Partner
      9 months ago

      Hi Genreve_S 

      can you please advise when this payroll "Looks good" button will be fixed - causing lots of issues with our clients

      • Genreve_S's avatar
        Genreve_S
        MYOB Moderator
        9 months ago

        Hi jenniek, 

         

        Thanks for posting again. 

         

        I understand how this button is causing many issues for customers. Currently, the cause of the issue is still under investigation. However, the team has found that the issue is connected to the User ID access. The User Access needs to be refreshed for the issue to not come up again. A workaround to make sure that the button works is as follows. 

        1.  Invite a new user to your payroll system.
        2. Assign the new user as an administrator.
        3. Log out.
        4. Log in using the new user email address.
        5. Remove the old user from the payroll system.
        6. Save.
        7. Invite again the old user and assign them as an admin.
        8. Log out.
        9. Log back in using the old user.
        10. Process the payroll.
        11. Remove new user added if required (optional).

        In the meantime. Let us know if you require any other assistance. We're happy to help. 

         

        Cheers, 

        Genreve

  • Patjt's avatar
    Patjt
    Contributing User
    9 months ago

    I am having the same issue.  This service from MYOB is **bleep** poor at best.   

    • Earl_HD's avatar
      Earl_HD
      MYOB Moderator
      9 months ago

      Hi Patjt,

      Thank you so much for your post and welcome to the Community Forum! I am sorry to hear that you were not able to access your Looks Good Button. 

      Thanks for the Information and my apologies for the late response. Can you please confirm if you're getting any error message when you press Looks good or it's not working when clicked on? If the button is not appearing or working at all, it has been found that the issue is environmental and does not originate in our systems, however, trying the following steps has worked for some users: 

       

      • Trying a different computer to rule out file specific issues
      • Changing Networks
      • Trying additional devices (smartphone) both on network and mobile data
      • Turning off any banking apps installed on the computer
      • Check the time when this issue first occurred and find if any updates were installed during that time.
      • Allowing access to *.myob.com

      Please do let me know how you go on this.

      Regards,
      Earl