Cannot revert pay run back to draft

Suzanne DiStefano
Suzanne DiStefano Member Posts: 58 Reckoner Reckoner
in Reckon Payroll

Receiving an error message when trying to revert a paid pay run back to draft.

Error message - Pay run can not be reverted 500: Internal Server Error

Please advise thanks

Renee

Answers

  • Tanvi_kataria
    Tanvi_kataria Reckon Staff Posts: 428 Reckon Staff Reckon Staff

    Hi @Suzanne DiStefano

    if you can please provide us with some additional information -

    • What browser are you using?
    • Have you tried clearing browsing history and cache?
    • Have you tried any other browser?

    Also, if you could please share a screenshot of the message that comes up, after trying the above-mentioned steps of troubleshooting.

    Feel free to reply back for any concerns. Thank you!

    Regards

    Tanvi

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Hi @Suzanne DiStefano

    Is there anything different about this specific pay run in comparison to others? Is there a new employee or any new new pay items in-use in this pay run?

    Do you use Beam for super payments? If so, have you already processed the super batch for this pay run?

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 58 Reckoner Reckoner

    Hi Rav,

    There was one full time employee who had both normal hours and ordinary hours in his pay, not sure why this happened as it shouldn't have both, only normal hours. Hence the need to revert to draft so I can correct the pay and remove the duplicate hours.

    We don't use Beam.

    Thanks.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    I've just sent through an access request to your book so we can take a closer look at this. Can you please grant access when you have a sec, it'll come through as separate email to the account owner's email address.

    Can you advise the pay date and/or pay run name of the specific pay run that is having the issue.

    Cheers

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Hi @Suzanne DiStefano

    Just a quick update, I've had a look at your book & pay run and I don't see any obvious reason for this error appearing.

    I've put the details of this together into a case and sent it over to our dev team to investigate further and look at what's required to rectify this for us. Apologies for the hassle this is causing at the moment, I'll keep you posted as soon as I hear back from my devs.

  • Rav
    Rav Administrator, Reckon Staff Posts: 13,919 Reckon Community Manager Community Manager

    Hi @Suzanne DiStefano

    Just looping back to this one, I've just received confirmation from my dev team that they've completed work on this issue and the pay run can now be successfully switched back to draft status.

    Can you please give it another go when you have a chance and let me know how you get on?

  • Suzanne DiStefano
    Suzanne DiStefano Member Posts: 58 Reckoner Reckoner

    Hi Rav,

    I can confirm the pay run can be converted to draft. Do you know why this happened?

    Thanks for your help, kind regards,

    Sue

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