❌ "Product is not found" - GovConnect error (6 October) **RESOLVED**

Rav

GovConnect issue - "Product is not found. Please ensure that product name is valid"

** THIS ISSUE IS RESOLVED - See latest update here **

Hi everyone,

We are currently investigating reports of an error impacting the ability to send pay runs to GovConnect for STP submissions.

Initial observations show that you may encounter a "Product is not found" error message when attempting to either upload your .json STP file created in Reckon Accounts Hosted, Reckon Accounts (desktop) or Payroll Premier.

Reckon One users may encounter the error after clicking the 'Send to GovConnect' button.

We're really sorry for the inconvenience this is causing at the moment. We've got our teams looking into this as we speak and working toward identifying the cause of the problem.

I'll post further updates on this thread as soon as possible.

Thanks everyone.

Emily 182

I am trying to upload our recent pay run via Reckon Gov Connect. We use Payroll Premier.

When I upload the file I am getting a error message at the top of the screen saying;

Product is not found. Please ensure that product name is valid.

I have been uploading through gov connect since 2019 and we haven't changed any employee information and i haven't changed any information in the customer portal.

Can I please have some help how to fix this?

Thanks in advance - Emily

Lisa_10117521

Trying to upload an STP file in Reckon Govconnect, like I have many, many times before but it wont upload.

Get a messages saying "Product is not found. Please ensure that product name is valid."

Any assistance with this would be appreciated.

Emily 182

Hi Lisa, I just had the same issue as well. The same error message came up when trying to upload. Never had it come up before.

RebeccaLJQ

Has anyone come across this error: "Product is not found. Please ensure that product name is valid" when uploading STP file in the portal? There has been no change to payroll, just a standard week, no settings changed. Last week's payroll, no issues but this week this error and not able to upload and file STP.

Pic attached of error

Rav

@Emily 182 @Lisa @RebeccaLJQ

Hi all,

I've moved your posts over to this main post so they're in the place but also so you receive notifications of further updates as they come to hand.

Apologies for the hassle its causing at the moment guys, our team is investigating this at the moment and I'm hoping to have more news from them to share very soon.

Rav

Hi everyone,

This should now be resolved and you'll be able to send through your pay run data to GovConnect for your STP submissions as normal.

Sincere apologies for the hassle this has caused today. Our teams are continuing their investigation to ensure we fix this up so there is no repeat occurrences.

Thank you all for your patience and if you continue to experience this error please let us know.

Cheers

Liam Francisco

Hi Rav I have just tried to lodge my STP file in Reckon Accounts Hosted and it is saying " 404:company not found". I tried earlier then decided to wait, log out and log back in 30 minutes later and I am still getting the same message.

hopefully it is resolved soon.

I will try again in the morning.

cheers Liam

Liam Francisco

Hi Rav it is working this morning.

Rav

Awesome thanks so much for letting me know @Liam Francisco 👍

Emily 182

Hi Rav, Just letting you know I was able to upload our STP file, thankyou for your help. - Kind Regards Emily

Lisa_10117521

Hi Rav, I too was able to upload and submit STP. Thank you.