Troubleshooting - Close Pay

Overview

When a pay is closed, there may be automated STP submissions sent to the ATO depending on the value of the "Automate STP on close pay" flag on the Periods form in PayGlobal. If this flag is set to Yes then STP submissions will automatically be sent to the ATO on pay close.

Behaviour: If automated STP is configured on pay close some a pay period and this is now closed, a user needs to fill in a declaration form on the screen prior to closing the pay and submitting this to the ATO. The user can cancel the declaration text box – if this occurs a message in the PayGlobal close pay audit log is shown:

Cause: The user has cancelled out of the declaration form.

Resolution:

• The user must fill in the declaration form before a pay can be closed if automated submission is set for this pay period.
• The automated submission flag for the period can be turned off. The user must then manually submit the pay to the ATO via the Single Touch Payroll Manager Tool.

Behaviour: STP submission to the ATO failed and the following message is written to the PayGlobal close pay audit log:

Cause: There are a number of causes for this, including connectivity, database and environmental issues.

Resolution: The latest erroryyyy_mm.txt in the company log folder should provide more details (raise the log level temporarily to DEBUG to obtain more information. The script "verify_stp.ps1" can be run on the client machine, which should give pointers as to what is causing the error, if it related to connectivity.

Topic: 44454