ATO error message for STP file upload

  • 1
  • Question
  • Updated 2 months ago
I have uploaded my STP file and have received the following error - "ATO sent the poll response but the service failed to deserialize it".

What does this error message mean?  I have lodged my software ID with the ATO.
Thank you.
Photo of Leanne

Leanne

  • 120 Points 100 badge 2x thumb

Posted 10 months ago

  • 1
Photo of Rav

Rav, Community Manager

  • 71,592 Points 50k badge 2x thumb
Hi Leanne,
Similar to your other thread, can you let me know when you submitted this one and got the error message? Was it today? 
Photo of Leanne

Leanne

  • 120 Points 100 badge 2x thumb
Hi Rav - I submitted this file 2 weeks ago and went back in today to check on the progress and saw this error message.  Previously it was giving me the error message "The requestId is valid, but the pull request is yet to be queued"
Photo of Alfredo Nidea

Alfredo Nidea

  • 110 Points 100 badge 2x thumb
Hi Leanne, How was this error corrected?  I'm having this error also.  I tried to upload the file again but it was not accepted.
Photo of Labour Hire

Labour Hire

  • 96 Points 75 badge 2x thumb
Hi Rav

Similar to Leanne we have the error message after we have uploaded the STP file and have received the following error - "ATO sent the poll response but the service failed to deserialize it".
This was 3 weeks ago and the error is still there with the ATO receipt no .
Other payruns have successfully uploaded though we do have one still pending as well.

Kind regards

Marcia


Photo of Rav

Rav, Community Manager

  • 71,430 Points 50k badge 2x thumb
Hi Marcia,
There's two possible causes to that message,
1. The ATO were experiencing issues with their SBR2 service which handles STP transmissions at the time of your lodgement 
2. There is something in your JSON file (STP pay event file) that the ATO doesn't like and isn't being accepted because of it.

Can you send me your JSON file and ATO receipt number in an email to community@reckon.com (do not post the ATO receipt number publicly).
Photo of Alfredo Nidea

Alfredo Nidea

  • 110 Points 100 badge 2x thumb
Hi Rav, How do we send the JSON file and ATO receipt number to you?  I clicked the email icon above and it's saying that you are experiencing technical issues.  Also the JSON file is in Notepad format.  Do we have to convert this to another format so we can email to you?  Regards.
Photo of Rav

Rav, Community Manager

  • 71,430 Points 50k badge 2x thumb
HI Alfredo,
Just confirming, is the status response you're receiving "ATO sent the poll response but the service failed to deserialize it"?
If so, then yes shoot me your JSON and ATO receipt number along with the date it was lodged in an email. Just open a normal separate email like you normally would (don't click the email button on the Community above).

Do NOT make ANY changes to the JSON file at all.

Cheers