Reckon portal single touch payroll 401 unauthorised error

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  • Question
  • Updated 2 months ago
  • Answered
  • (Edited)
When I log into reckon portal to do single touch payroll, I choose Reckon GovConnect, enter my code and then I am getting full red screen saying 401: unauthorised. I had been using this before and haven't changed anything. Help please.


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Janine

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Posted 12 months ago

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Rav, Community Manager

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Hi Janine,
This message means that there is a permission issue with what you're trying to access.

Are you a shared user of the GovConnect STP service with any other users? If so, the cause is most likely that the STP entity has not been shared correctly by following this process but rather you've been added as a 'Staff' member in the Reckon Portal
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Frank

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I am also experiencing the same issue, I was lodging STP files on Friday and now i'm getting the same error, nothing has changed on my end!
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Janine

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It is not shared, I am the only user.
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Rav, Community Manager

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Hi guys,
Can you please clear your browser cache AND cookies, once that is done close your browser before retrying.

Can you please let me know how you get on after this.
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Bob Hale

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Hi Rav, I got this error a few months ago and cleared my cache and cookies and it fixed it.

So now it has happened again. I don't like clearing these especially if it is going to be a regular thing.
Is there something else I can do to fix it?
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Rav, Community Manager

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Hi Bob,
The most common cause of this error is the scenario outlined in my first reply post on this thread around sharing being completed in an incorrect way.

So on that note, has this STP entity/tile been shared with you by someone else?
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Bob Hale

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No sharing - I am the only doing this work.
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Janine

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I get the error and have to clear my cookies almost every time. (Still not shared, so it’s not that). It’s rather frustrating. I hope a solution is in the works. So far the portal has been nothing but an annoyance. I’m not looking forward to doing BAS on there too.
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Rav, Community Manager

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Ok in that case, the only other reason for this error message is due to the MFA token expiring.

What this means is, when you login and launch the GovConnect STP entity, you are required to verify using Multi-Factor Authentication (MFA). This is valid for 12 hours provided that you stay logged in. If you keep the browser window open for longer than this time period or don't logout properly, the MFA that was used will expire and you will be presented with this error message if attempting to access any STP functions without reauthenticating your MFA again.

So to cut a long story short, the easiest way to solve this is to trigger your MFA. You can do this by simply logging completely out of the Reckon Portal once you've finished working in it by using the Sign Out option in the top right corner.
Once you log back in you will be asked to verify your MFA as normal and after doing this you will be able to access normal functions.
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Bob Hale

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The first time I logged in today (the first time in 3 weeks I entered the MFA and got the error.
I have just logged out and in again and am still getting the red 401.
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Rav, Community Manager

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Open an incognito tab and try logging in there please. Let me know if there's any difference.
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Bob Hale

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Yes - that works fine
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Bob Hale

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Hi Rav, Any update on this issue?
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Janine

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Yes! Clearing cookies and cache fixed it for me. Thanks!

I hope this makes it into a troubleshooting guide somewhere (unless it already is and I just didn't find it). 
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Skye WU

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Hi, When I entirely logged out the system and then logged back in, it didn't require the MFA code automatically. Actually I have to go into my account and manually verify the recovery pin via MFA code, then I can get the issue fixed. I would suggest you guys should get the MFA process popped out automatically.