cannot lodge via PLS

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  • Problem
  • Updated 3 months ago
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Cannot lodge any returns via PLS - Error message *** An error occured during SBR lodgement *** Security token verification failed due to: Fault Exception occurred calling VANguard STS., please contact Reckon Helpdesk 13/12/2017 09:22:58 - *** No response messages received - Please check the AUSkey credentials and try again ***  Have checked all details with Elite and also ATO.  Please help.
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S

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Posted 6 months ago

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Rav, Community Manager

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Hi S,
Let me get in touch with the support team for their insight into this one.

Will come back to you
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Rav, Community Manager

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Hi S,
Apologies for the delay in getting back to you. I've just had another chat with the support guys, they've recommended to check the system date and time and ensure it matches with the clock time i.e. the correct time according to the region and date.

Let me know
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S

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Hi thanks, checked and all correct - any other suggestions?
(Edited)
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Rav, Community Manager

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Thanks for getting back to me S,
At this point we'll need to verify what version of Practice Management & SBR engine you are running (This can be found by going to the Programs & Features area of the Windows Control Panel).

Also, its recommended that you test with any anti-virus and/or firewall solutions you have switched off to determine if there are any conflicts arising from there. If so, exceptions can be added into these solutions to allow SBR lodgements to pass through.
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S

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Thanks again, same error with anti virus & firewall off.
Reckon SBR Engine - RSBRE 1.0.75.0
Reckon Elite 1.13.24.0
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Rav, Community Manager

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Thanks for trying S,
Let me take your version details to the support team for some further advice.

Also, just checking if you've been in touch with them directly on this as yet? If so, do you have a case number that you can give me?
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S

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Hi any insight yet as I still cannot lodge PLS returns.  ELS are lodging fine.
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S

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Anyone else have any suggestions, please help.  This is very frustrating.
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Julie Marshall

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I'm having the same problem. I can lodge some returns and not others - this is becoming a huge problem. ATO have said it is a software issue - not a problem on their end. please advise.
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Ian Dodd

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I have same problem today
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Julie Marshall

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I fixed my problem. There was a new update last week and I noticed that the newer returns lodged and the older ones didn't. So I went back in and opened up the old returns (was even going to delete and re do if I needed to - but wasn't necessary) and then tried to lodge and it worked!