Error message “Either the ATO is down or Reckon SBR is unavailable”

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  • Updated 2 weeks ago
First time got this error message. Please advise what to do to resolve the issue.

Thanks and Regards,
Susana

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Susana Cheng

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Posted 1 month ago

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Mike

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hi Susana , 

i am having the same problem since 2 days ago. 
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Rav, Community Manager

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Hi guys,
We've just received word that the ATO's SBR2 service (which handles STP transmissions) has been experiencing issues over the weekend and as a result there will be some strange messages coming through from the ATO from submissions.
At present (Monday morning, 16/9) it looks like there are still some problems affecting the service and we haven't been given an ETA from them as yet.

We're keeping a close eye on it and I'll keep you posted with more info as soon as I have it.
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Platinum

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I've spoken to ATO technical help, maybe it's the luck of who picks up the phone but they couldn't find a trail internally showing an outage on the Reckon SBR. They said it would be helpful if I could provide an ATO error message ID.  Rav, you seem knowledgeable - is there a way I can drill down to see that code instead of the bland 'declined by the ATO' message which Reckon shows me? 
Meanwhile this approach after a day that "It should be alright some time" is not filling me with confidence...
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Rav, Community Manager

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Hi guys,
If you tap on the message inside the individual pay run you should receive a full response message from the ATO. Once you've got it, let me know what it is. It could be some other problem with the pay run or processing that needs attention but I can let you know what it is based on the message.
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Leanne

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Hi, I'm experiencing the same, and the first image above is from the Reckon STP app and there is no further option to drill down on the message
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Platinum

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Hi Rav, thanks for persevering. My message from Reckon STP on mobile is simply as per this screen shot. The design has no options to clicks anything to open further info from Reckon or the ATO.

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Fiona

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I have just received the same message on my desktop 
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Rav, Community Manager

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Hi guys,
I've just received indication that the SBR2 service is unavailable again. This is again going to affect any submissions that have been sent in the last little while (sorry I can't be more specific) and will result in the same response message as above.

I'm going to come back to you once I see that the ATO have got it back online.
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Rav, Community Manager

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Yes
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Meri

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Thanks Rav, SUCCESS yipee
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Phil D

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I dont see any option to do a resend, only options seem to be I’ll do it later or adjustment. How to do a resend?
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Platinum

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Alas ... create a new pay run and type it all in again
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Phil D

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Thanks platinum will do.
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Fiona

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Great .. thanks for keeping us up to date
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Michele Krome

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So with the STP app, when you do an adjustment to resubmit do you just do a $0 adjustment and lodge that?  There doesn't seem to be an option to re-lodge the original pay run however the employee year to date totals have been updated so that is why I assume a $0 adjustment is required and this will send the correct year to date details?

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Rav, Community Manager

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No there isn't a way to re-lodge an original pay run. 
You need to recreate the pay run again in the app & send it through (as a pay run not an adjustment).
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Sandra Italiano

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Once the resubmit goes through to the ATO, how do I clear the error msg on the app?
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Rav, Community Manager

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Hi Sandra,
You can't remove any submissions that are in any status other than 'Draft' so the erroneous submissions will stay as they are.
Just leave them there and continue as normal.
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Sandra Italiano

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Noted, thank you Rav.