Problems with STP

Jenny_10159313
Jenny_10159313 Member Posts: 8 ✭
edited June 2020 in Reckon Accounts (Desktop)
Hello,

I use Accounts Plus 2019 v2 tax table 1920282

?Since starting to use STP this financial year, I been having a problem.

The STP report will only generate every other pay run.  I run payroll fortnightly, and the STP function will only work once a month.

What happens when it doesn't work: After running payroll for the pay period, when I go to run STP, nothing shows up, i.e. no employees show up under the employees section - so there is nothing to run.

On the fortnight's it works, the employees show up under the employee section and I can run as normal.

What can be done to fix this?

Thanks very much!

Jenny


Comments

  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited June 2020
    This doesnt make any sense to me?  are you able to put up some screen shots showing what you mean by "nothing shows up"  Are you saying that when in the Reckon datafile - and you choose Process Single Touch Payroll - the date for each fortnights pay shows in the drop down list - but every second date has no employees in it? if that's the case - can you possibly show us that?
  • Jenny_10159313
    Jenny_10159313 Member Posts: 8 ✭
    edited October 2019
    Hi Linda,

    Yep, it's a pretty strange problem, I can understand why it wouldn't make sense :)

    You have it right - I "choose Process Single Touch Payroll - the date for each fortnights pay shows in the drop down list - but every second date has no employees in it"

    I have attached a screenshot of what happens.

    Thanks!
    Jenny


  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited June 2020
    hmm... very strange... have you tried rebuilding the file?
  • Jenny_10159313
    Jenny_10159313 Member Posts: 8 ✭
    edited October 2019
    Hi Linda,

    Yes I've tried rebuilding the file, and nothing different happened.

    Thanks for that.

    Putting this out there to anyone that knows or could help :)

    To add to the curiosity of this problem - so the past 2 payrolls it has been working fine, so there wasn't a fortnight skipped or not working this past month. I left this out of my initial post to avoid confusion, just to see if anyone else had been having this problem.

    I've also just ran payroll early to test to see if it's still working, and it is, I can generate the STP report.  So it does seem to be working now.

    The thing is that the past ones that didn't work, still don't work, like you can't generate a STP report for the dates it didn't work.

    I'm happy that it's working now, not sure if it will keep working, but I'm a bit concerned about the missing STP reports. I tried doing them manually - exporting the last working date before and updating the JSON file manually to include the relevant pay periods and pay amounts, etc.

    However, when I would go to upload it to the Reckon Portal, I would get an error message saying the product key was invalid - even though it's the same product key I use when submitting the JSON files when my STPs are working normally.

    I suppose in all this, even though my problem seems to be fixed for now, I was wondering if this was a known issue, if it had a fix (in case it starts happening again), and what can I do about past STP files that wouldn't generate and didn't get submitted.

    Thanks!
    Jenny
  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited June 2020
    Hi Jenny - I dont believe this has been reported much before... one thing I wonder if you could try - go to one of the paycheques that isnt currently showing up in the STP screen... Open it - and in the Memo area of the paycheque screen... add a note or put a couple of .. there - then save it again... now go to Process Single Touch - select that date and see if the pay shows up?
  • Jenny_10159313
    Jenny_10159313 Member Posts: 8 ✭
    edited June 2020
    Hi Linda - I gave it a go, and the missing ones are still not showing up. Good idea though, I was hoping it was going to work :)
  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited October 2019
    bugger...that is very strange...would love to take a look at the file - but can understand you may not want to do this given that it seems to be working now?
  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited October 2019
    Hi Jenny - just read a post on one of our partner forums that may help you... close Reckon - go to your Control Panel - Regional & Language settings - make sure you date format is set to dd/mm/yyyy.... Apply this - now open Reckon again and try the payroll dates in STP that werent working before?
  • Jenny_10159313
    Jenny_10159313 Member Posts: 8 ✭
    edited June 2020
    Hi Linda,

    Wow that did it!

    I had my computer's dates configured the North American way. Now the 2 pay runs that wouldn't show up in STP before are now showing up and I was able to process them successfully.

    Thank you so much for continuing to try to work this out and for helping me, it's very much appreciated!

    Have a great weekend!
  • Linda ABC
    Linda ABC Accredited Partner Posts: 1,131 Accredited Partner Accredited Partner
    edited October 2019
    Excellent - glad the mystery is solved!  :)

Categories