error message when trying to access payroll premier 2018/2019

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  • Problem
  • Updated 4 months ago
I am getting and "exception" message when trying to access Payroll Premier. I have logged the reports but don't know who to send them to. I had deleted the previous pay run and had re-entered in order to create an accurate STP report but the pay wouldn't  process. I had done it once before this morning but it only picked up one pay out of 30 which is why I was trying it againThanks
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Nicky Wray

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  • desperate

Posted 4 months ago

  • 2
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Deborah Stratford

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I  cannot get the login either just an exception error cant do pays due yesterday

were u able to get on help line is a disaster

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Nicky Wray

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no, getting the whole thing re-installed
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Rav, Community Manager

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Hi all,
Where exactly are you encountering this message? When you try to open Payroll Premier itself?
Are you opening it from the shortcut on your desktop etc?

Or is it when performing a certain task when you're already in the program?
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Jennifer

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Hey Rav, do you have a solution for this issue as of yet? 
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Fiona

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Apparently, it's not an issue!
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Nicky Wray

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Yes, when trying to open Payroll Premier, you can't get to the log on screen
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Fiona

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I am now having the same issue.  It was working perfectly, then I went to run the STP report, everything froze.  And now it comes up with an exception report when trying to get back onto the system.
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Jennifer

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Has anyone managed to fix this? I am now encountering the same issue, managed to get the first and second pay runs done, while trying to redo the STP report for the second pay run to fix an error the whole program froze and bombed out and now I can't access the program at all!
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Nicky Wray

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Our payroll premier took more than 20 minutes to open this morning.
I have just tried to print a payroll tax report and it is showing no payroll tax exempt amounts at all despite the relevant allowances being marked as "yes" for payroll tax exempt.
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Fiona

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Hi Jennifer, I called Reckon about this the other day and was told that it is not an issue.  I had to restore an old file and re-run the payrolls that I had already completed.  I have not been game to touch that STP report just in case it happens again and I have to repeat all the pay runs again.
Such a waste of time!
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Jennifer

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It's a little temperamental isn't it!! I spoke to technical support and they said it just meant the file was corrupted and the guy stepped me through restoring the file from the last pay run. So far so good, the test will be next week's pay run I guess (and STP report).

The queues on the tech support line are not as bad as they were a few weeks ago to in case anyone needs to call again.