MYOB AccountRight live (API) | Error handling

The Easy Employer payroll code does not exist in MYOB AccountRight. The payroll code needs to be added following MYOB instructions: Wages (myob.com)

MYOB AccountRight is unable to process the request within their internal timeout. This is a MYOB AccountRight API limitation and they are "targeting most affected endpoints and working on improving performance." 

Refer to the following MYOB guide: 504 Gateway Time out errors – Support for the MYOB family of SME product APIs

The following workaround can be used if you are unable to successfully export the pay run:
MYOB AccountRight live (API) | Workaround solution if MYOB AccountRight is not working – easyemployer support

NOTE: MYOB has been notified of this error and they have acknowledged the issue and are investigating.
**This is not an Easy Employer issue, this is a MYOB issue**

MYOB response:

"We are aware that connections in general to our API may not be stable for online company files that are considered as large in size. The issue has been raised to our engineering team, but I cannot offer you estimate time of delivery of the resolution at this stage."

MYOB has provided an update 2020-01-10:

"Thank you for your email, My apologies for the long delay in response. Our engineers do not have an update for us. We are seeing these errors that occur in large company files. This company file is 2.15GB where MYOB recommend 700mb-1GB. one option if possible is to take the company file offline and run this locally or create a new company file."

MYOB has provided an update 2020-02-10:

"As there is no way to decrease the file size, starting a new company file and importing only relevant data might be the only way to go here. The large scale fix to improve performance for larger company files may resolve this however I don't have any time frames from the Engineering team so a new file would be the best option should they wish to resolve this immediately."

Resolution:

You will need to wait and try again later or import via flat file:

Workaround:

Import via flat-file following the guide: MYOB 20+ - exporting entitlement balances from MYOB 20+ into Easy Employer.
When importing the flat file you will need to select the source application as "MYOB AccountRight Premier V20+"

NOTE: MYOB has been notified of this error and they have acknowledged the issue and are investigating.
**This is not an Easy Employer issue, this is a MYOB issue**

MYOB response:

"We are aware that connections in general to our API may not be stable for online company files that are considered as large in size. The issue has been raised to our engineering team, but I cannot offer you estimate time of delivery of the resolution at this stage."

MYOB has provided an update 2020-01-10:

"Thank you for your email, My apologies for the long delay in response. Our engineers do not have an update for us. We are seeing these errors that occur in large company files. This company file is 2.15GB where MYOB recommend 700mb-1GB. one option if possible is to take the company file offline and run this locally or create a new company file."

MYOB has provided an update 2020-02-10:

"As there is no way to decrease the file size, starting a new company file and importing only relevant data might be the only way to go here. The large scale fix to improve performance for larger company files may resolve this however I don't have any time frames from the Engineering team so a new file would be the best option should they wish to resolve this immediately."

Error example:

Reason for the error:

MYOB AccountRight is having performance issues, API issues and these errors are outside of the control of Easy Employer.

Resolution:

1. Ensure all MYOB users are logged out and the desktop application is closed on all computers.
2. Refresh the payroll report
3. Export the payroll for payroll processing again
4. If the error happens again, wait a period of time and try again. If this error continues, contact MYOB support.

If the above is not successful, you can use the workaround solution we have built to allow you to continue with the pay run while MYOB investigates this long standing issue, see the following guide:
MYOB ARL | Workaround solution if MYOB ARL is not working

NOTE: MYOB has been notified of this error and they have acknowledged the issue and are investigating.
**This is not an Easy Employer issue, this is a MYOB issue**

MYOB response:

"We are aware that connections in general to our API may not be stable for online company files that are considered as large in size.

The issue has been raised to our engineering team, but I cannot offer you estimate time of delivery of the resolution at this stage."

MYOB has provided an update 2020-01-10:

"Thank you for your email, My apologies for the long delay in response. Our engineers do not have an update for us. We are seeing these errors that occur in large company files. This company file is 2.15GB where MYOB recommend 700mb-1GB. one option if possible is to take the company file offline and run this locally or create a new company file."

MYOB has provided an update 2020-02-10:

"As there is no way to decrease the file size, starting a new company file and importing only relevant data might be the only way to go here. The large scale fix to improve performance for larger company files may resolve this however I don't have any time frames from the Engineering team so a new file would be the best option should they wish to resolve this immediately."

Error example:

Reason for the error:

MYOB AccountRight is having performance issues, API issues and these errors are outside of the control of Easy Employer.

Resolution

1. Ensure all MYOB users are logged out and the desktop application is closed on all computers.
2. Refresh the payroll report
3. Export the payroll for payroll processing again
4. If the error happens again, wait a period of time and try again. If this error continues, contact MYOB support.

If the above is not successful, you can use the workaround solution we have built to allow you to continue with the pay run while MYOB investigates this long standing issue, see the following guide:
MYOB ARL | Workaround solution if MYOB ARL is not working

Error:

Inactive cards in MYOB ARL.

Reason for the error:

Easy Employer detects if an employee CARD in MYOB is inactive and/or has a termination date. This is detected from the information that MYOB sends us through their API.

If the employee CARD is active in MYOB and does not have a termination date, then this is a data issue in the MYOB database.

Resolution:

• If the card is inactive in MYOB then the card needs to be activated and can be deactivated after the pay run has been processed or the employee can be moved to a different payroll report (employee home payroll entity) in Easy Employer.
• If the card has as termination date in MYOB then the termination date needs to be removed from MYOB and can be added back after the pay run has processed or the employee can be moved to a different payroll report (employee home payroll entity) in Easy Employer.
• If the card is active in MYOB then the employee CARD has to be deactivated then reactivated to fix this MYOB data issue:

Open the employee CARD in MYOB

1. Deactivate the employee CARD and save
2. Open the inactive employee CARD in MYOB
3. Activate the employee CARD in MYOB and save
4. Export the payroll report from Easy Employer again

Error:

System could not update employee standard pay.

Reason for the error:

MYOB has reported that the wage category or categories in the above picture cannot be edited on the employee CARDs standard pay within MYOB. This is a data issue in the MYOB back end.

Resolution:

1. Open the employee's CARD in MYOB
2. Open standard pay
3. Change any values to 0 for the standard pay assigned to the wage category or categories causing the error (take note of these values if they are set)
4. If the value is already 0, change this to a different value e.g. 1 (take note of what you changed)
5. Save the card
6. Open the employees CARD again and go to standard pay
7. Untick the wage categories from being standard for that employee
8. Save the card
9. Repeat the above to turn back on the employees standard pay for those wage categories and add the values back in
10. Save the card
11. Export the Easy Employer payroll report again.

Error:

Could not export timesheet of employee "Surname, Firstname" (Company File preference to 'Use Timesheet for...' should be ON)

Reason for the error:

To integrate with MYOB for payroll, you have to send the data to MYOB timesheets. If the MYOB company file has timesheets turned off, you will receive this error.

Resolution:

1. Turn on timesheets in MYOB by following the guide here
2. Export the Easy Employer payroll report again.

Error:

There was an issue while synchronising. Job code may contain a comma.

Reason for the error:

To integrate with MYOB for payroll and activity slip integration.

Resolution:

The MYOB job code list needs to be checked and any commas (,) and if there are, they need to be removed from job codes. The description of the job code can have a comma, but not the job code itself.

Error:

The following payroll categories/codes cannot be exported as name should not exceed limit of 31 characters.

Reason for the error:

To integrate with MYOB wage categories the payroll code in Easy Employer must be fewer than or equal to 31 characters.

If your organisation uses code extending to prefix a code with the award, position and rate codes, this can happen if the position rate has not been entered correctly.

Resolution:

The resolution depends on what is creating the payroll code that is greater than 31 characters.

The award payroll codes and position rates need to be checked to ensure they are following the standard set during implementation to ensure codes are not over 31 characters.

The users pay group should also be checked to confirm the right pay group is assigned to the employee.

Error:

There was an issue while trying to export.

Reason for the error:

An export code (CARD ID) can only be assigned to one user profile.

Resolution:

The export code needs to be removed from the incorrect or duplicate profile. The user may need to be moved to a different payroll entity to remove API linking and field locking.

Error:

Could not find the default "Base Hourly" rate in MYOB ARL

Reason for the error:

Due to MYOB AccountRight API limitations, there is no way to identify the default wages code that MYOB adds standard pay to apart from using the code name "Base Hourly". MYOB have been advised of this limitation and the inefficiencies it brings to the API but they are yet to resolve. Easy Employer uses this code to zero out the standard pay that MYOB AccountRight automatically adds when updating a users pay which is another limitation/issue that MYOB has been made aware of.

If the wage category has been changed to something else but "Base Hourly" this error will show.

If the wage category is showing as 'Base Hourly" exactly, this is a MYOB API issue and you need to wait and try again.

Resolution:

• Ensure the category is exactly "Base Hourly" in MYOB and update if not
• Try exporting the pay run again.

Error:

When exporting the payroll, Easy Employer displays a configuration/connection error.

Reason for the error:

There are no issues with Easy Employer, MYOB is rejecting the connection.

Resolution:

• Check the MYOB status page for issues.
  

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  NOTE: This site only shows global MYOB issues, which may not be the direct cause of the error, but may give you an indication of issues that could be indirectly impacting or contributing to it.

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• Perform a user import to double-check if the connection is active.
  

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  NOTE: You do not need to complete the import, this step is only used to observe if the review screen shows, which is an indication that the connection is working properly. For more information on importing users check the user import guide.

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  • Basic user import steps:
    • Click Organisation.
    • Click Import/export.
    • Click Import/update users.
    • Select MYOB ARL and payroll entity and click next.
• If the review screen shows, it means the connection is working. You can close the import users tab and try the payroll export again.
• If the connection issue persists, try the following:
  • Reconnect Easy Employer and MYOB.
  • Ensure the username and password are correct to the API company file user.
• If the issue is not resolved, please contact MYOB support.