Issue selecting STP File for uploading in Gov Connect.

Leanne Jane
Leanne Jane Member Posts: 4 Novice Member Novice Member
edited December 4 in Accounts Hosted
When in Reckon Gov Connect and selecting an STP file to upload, it keeps going back to the Report Type screen after selecting the STP file that was downloaded. It doesn't go back to the main screen to see details of the file and submit. Any suggestions as to why this might be happening?

Comments

  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited December 2019

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Leanne Jane
    Leanne Jane Member Posts: 4 Novice Member Novice Member
    edited September 2019
    Hi Rav
    Have selected Reckon Accounts Hosted in the GovConnect service also.
    Regards, Leanne
  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited September 2019
    Hmmm ok, I was thinking it was likely due to a mismatch in the products. Have you ever been able to submit a STP pay event from Hosted into GovConnect successfully or is this your first time trying?

    Which browser are you using? Could you please try an alternative browser & let me know if there's any difference?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Leanne Jane
    Leanne Jane Member Posts: 4 Novice Member Novice Member
    edited September 2019
    Using Google Chrome.  I have successfully had other clients lodge using Reckon Gov Connect with no issues at all and helped them set it up exactly the same.  For some unknown reason this one client is having this issue.  I logged in from my end with him over the phone and had same issue, so not related to his connection I wouldn't think.  File exports and saves from Hosted software and is available to select but it doesn't work.  Spoke with ATO today and they confirmed the Software ID registration has been successful at their end.
  • Rav
    Rav Administrator, Reckon Staff Posts: 16,612 Reckon Community Manager Community Manager
    edited September 2019
    What is the file type that has been created in Reckon Accounts Hosted? Is it just a normal pay event ie. so no tick boxes/options selected or is it a Full File Replacement or Update Event?

    Merry Christmas & Happy New Year everyone! 🎅🎆

    I'm on leave from 23 December and back on deck again January 6th.

    If you're working through the holiday period, we've got support available and you'll find our holiday hoursHERE.

  • Adriana Van Rooyen
    Adriana Van Rooyen Member Posts: 2 Novice Member Novice Member
    edited October 2019
    hi was this issue resolved.  we are having the EXACT same issues with reckon hosted file.  Exporting from Reckon Hosted fine but when trying to upload to govconnect we select the file and it doesn't do anything.  Please help. 
  • Noeline
    Noeline Member Posts: 4 Novice Member Novice Member
    edited December 2019
    Hi just wondering if this issue was resolved as we are now having the same problem after months of reporting successfully.
    When we select the file to upload nothing happens. We have tried this on several different browsers and still no success.
    We also have another company in GovConnect and there has been no issue with uploading their file.
    Please help

  • Leanne Jane
    Leanne Jane Member Posts: 4 Novice Member Novice Member
    edited December 2019
    Hi Noeline,
    Yes the problem was resolved by amending the company name which had quotations in the field which were not allowed. Once these were removed the STP files were able to be selected.  Hope that helps.
  • Noeline
    Noeline Member Posts: 4 Novice Member Novice Member
    edited December 2019
    Thanks Leanne, we have been submitting fine since July so not sure why it has stopped working on this one file.
    Unfortunately Reckon Support believe no one else has this issue so therefore it is the browser, yet we have tried on several.
    Very frustrating, thank you for your reply :)
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