Failed to Save changes - 500: Internal Server Error

Gayle_10863666

Good morning, I have changed 1 employee's bank details this morning successfully in payroll and I am trying to change another employee's bank details and keep getting this error. Both employees ae changing to the same bank, one changes and saves fine and the second one will not save - I receive this error each time I try. I have shutdown, restarted several times. Thank you - Gayle

Rav

Morning @Gayle_10863666

Sorry to see you're having some trouble with this. I've just tried it out in my book and it seemed to work ok in my test.

Can I get you to do a hard refresh of the page before trying again. On most browsers this is actioned by holding down the Ctrl button and then pressing F5.

Which browser are you using? Does the same thing occur if you attempt this action on an incognito browser window?

Tanvi_kataria

Morning @Gayle_10863666

Apologies for the inconvenience.

As you said, you have shut down and restarted Reckon Payroll and tried, if you can please confirm-

• If you have tried after clearing the cache and browsing history?
• If you have tried any different browser?

Regards

Tanvi

Gayle_10863666

Tanvi / Rav, I did clear the cache & browsing history, but haven't tried another browser. Will give that a try and also the hard refresh. - Gayle

Rav

Thanks Gayle

Let us know how you get on 🙂

Gayle_10863666

Sorry, no luck, I have tried 3 different browsers, Ctl F5, I am using a desktop PV, I have tried it on a second desktop, cleared all cache and browsing history

Gayle_10863666

I also removed him from the pay schedule and tried to update his bank account, still no luck.

Rav

Thanks for trying @Gayle_10863666

I've just sent through an access request to your book so we can take a closer look at this. It will come through as a separate email to the registered email address of the book owner. Can you please grant access when you have a chance.

Also, can I please grab the first names of the two employees you are trying to update at the moment.

Cheers

Gayle_10863666

Access granted Rav, the employee that the bank account changed successfully is James Toskov and the employee that the error is occurring when trying to change the bank account is Simon Connolly - thank you, Regards - Gayle

Rav

Thanks for that @Gayle_10863666

Let me get this over to the team to look at a little closer. I'll keep you posted.

Gayle_10863666

Rav, just an update on this, I can't change anything for this employee (Simon Connolly) the above error in my initial post comes up when you try to change any details. - Regards - Gayle

Rav

Hi @Gayle_10863666

Can I just confirm that you clicked the option to grant access in the email that came through earlier today? I just tried taking another look and it doesn't look like we've got access just yet.

Also, for Simon can I get you to head into the Pay Setup tab in his employee profile. Does it show a Base Rate of $0.00 on the left?

If it does show $0.00 for the base rate, is there also an earnings item with the override option selected?

Example screenshot below.

Angela_10863853

I am having similar issue. I want to update employee salary. error message 500 internal server cannot update employee details. have tried everything two different laptops, Safaari, Chrome, clear browsing, cache etc. nothing is working

Rav

Hi @Angela_10863853

In the case of your employee, do they have a $0.00 base rate in the Pay Setup tab of their employee profile along with an earning item that has been overridden as shown in the screenshot example above?

Angela_10863853

Just tried on another employee and it worked, gone back to the original employee and it refuses to work.

Angela_10863853

are you telling me i need to have the overridden box ticked in order to change to the new rate

Rav

@Angela_10863853

No. I'm asking you to just confirm whether or not this particular employee has a $0.00 base rate in the Pay Setup tab of their employee profile along with an earning item that has been overridden as shown in the screenshot example above?

Angela_10863853

pay rate basis hourly rate base rate has $175.30, pay rate basis salary has 410,202 which is the same as Earnings salary rate.

Gayle_10863666

Hello Rav, you should have access now, sorry I didn't do it correctly!!!

Simon has a base rate amount entered (not zero) and he has no override rate. As mentioned, it's not just his bank account, I don't seem to be able to make any changes at all for this employee. He is a long term regular employee, being paid every fortnight.

Angela_10863853

I am still having trouble this morning. I thought overnight it might correct. This particular employee i cannot change his annual salary.

Angela_10863853

I have tried to amend other items for the same employee and it will not let me. I think there is a glitch with this particular employee. Can someone have a look at it.

Angela_10863853

I have reviewed all my staff accross multiple companies and anyone who has an SMSF superfund it will not allow changes. Can someone please respond i need to fix this today.

Gayle_10863666

Rav, I can also confirm that the employees that I can not make any changes to, all have a Self Managed Super Fund.

Good pick up Angela.

Angela_10863853

I wish someone would sort this out. I need to pay people today.

Rav

Hi folks

Thanks so much for the additional info. We've got a ticket open for our product dev team to investigate this, I've also raised this in a meeting with them today. To be transparent though, we've got an update coming through tomorrow which will be the final one of the year so its unlikely this one will make it before the Christmas/New Year break.

I know that's not overly wonderful to hear but just wanted to be honest in terms of expectations.

@Angela_10863853 I don't believe this should prevent you from creating or processing a pay run. You should be able to amend/adjust any earnings (including salary) paid to the employee within the pay run itself (example below). If I'm misunderstanding though, please let me know.

Angela_10863853

So i have to amend all our employees annual salaries because they have received pay rises.

What your telling me is the ones that have a self managed super fund i need to manually increase their wages in the fortnightly pay run until Reckon fix this problem?

Gayle_10863666

Hello Rav, FYI - the way around my issue where I can't change bank account details for an employee with a Self Managed Super Fund, I remove the employee from the Bank Payment so he doesn't appear in the ABA file I generate and then pay his wages manually.

Good m,orning Angela, I think you are spot on with your last post, you will have to manually change them in each pay run until fixed, I will also have to remove my affected employee from my ABA file in future pay runs and pay manually until fixed.

Regards - Gayle

Angela_10863853

Thank you Gayle. I miss quick payroll, never had issues.

Daymind

Having the same issue when editing employee details. Sometimes it saves but most of the time it doesn't. I will not be recommending Reckon One to my client until this is sorted out and I have tested all areas of the software.

Employee details not saved

500: Internal Server Error

Regards, Glenys

Angela_10863853

It is disappointing. Especially this time of year. I have all our staff across 4 books that have received pay rises. Now i manually have to process them until this is sorted. I wish they notified us as well that this was an issue, i spent all of Monday 6 hours trying to figure out what i was doing wrong.

Rav

Hi folks

I completely understand where you're coming from, we obviously don't want to have issues like this appearing at any stage let alone this time of year.

However, with that said there's a lot that goes into a release and the team has to implement a cut-off so that we're not deploying changes to the service at a time where it could potentially result in unforeseen issues arising and we're not in a position to address it. Unfortunately, this particular issue hasn't quite made it in time but I have raised it with the product team and they've already made progress in their investigations with a view toward having it resolved in the first release of the new year.