MYOB AccountRight live (API) - error handling

Topics in this guide:

  • MYOB API has crashed
  • Could not export employee or could not fetch employee details
  • Could not import entitlement balances via the API
  • Data is not formatted correctly
  • Could not export employee (An Update operation requires the latest RowVersion for each of the existing entities being modified)
  • Inactive cards in MYOB ARL
  • Could not export employee ""
  • Timesheets in MYOB are not turned on
  • Job code error - may contain a comma
  • Payroll code length exceeded MYOB limit of 31 characters
  • The export code (CARD ID) is assigned to another user
  • Could not find default "Base Hourly" rate in MYOB ARL

 

** MYOB community post here for API crash issues caused by MYOB company file sizes being greater than the recommended size **

MYOB API has crashed

**MYOB has been notified of this error and they have acknowledged the issue and are investigating.  This is not an easyemployer 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." 

 MYOB has provided an update 2020-07-05

We have just been advised by our Engineering Team that they have applied some fixes for our next AccountRight release 2020.2 that will help with big file errors. Now they have identified this error and this currently is proving quite hard to resolve without causing other implications so the engineering team have been working on a short term fix to help reduce this issue while they resolve the bigger issue. The short term fix will allow the windows operating system to allocate more memory so AccountRight handles better on larger files.

Error example 1

2020-05-06_13h25_16.png

Reason for the error

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

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

 

Could not export employee or could not fetch employee details

**MYOB has been notified of this error and they have acknowledged the issue and are investigating.  This is not an easyemployer 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 1

2019-12-18_14h28_28.png

Error example 2

2019-09-12_13h05_23.png

Error example 3

2019-07-09_12h42_24.png

Reason for the error

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

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

 

Could not import entitlement balances via the API

**MYOB has been notified of this error and they have acknowledged the issue and are investigating.  This is not an easyemployer 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 easyemployer

When importing the flat file you will need to select the source application as "MYOB AccountRight Premier V20+"

 

Data is not formatted correctly

**MYOB has been notified of this error and they have acknowledged the issue and are investigating.  This is not an easyemployer 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

2019-12-16_10h41_21.png

Reason for the error

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

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

 

Could not export employee (An Update operation requires the latest RowVersion for each of the existing entities being modified)

**MYOB has been notified of this error and they have acknowledged the issue and are investigating.  This is not an easyemployer 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

2020-03-09_14h39_06.png

Reason for the error

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

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

 

Inactive cards in MYOB ARL

Error

2019-07-03_10h07_58.png

Reason for the error

easyemployer 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 easyemployer.
  • 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 easyemployer.
  • 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 easyemployer again

 

Non-editable payroll categories in employee standard pay

Error

2019-07-05_07h40_30.png

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 easyemployer payroll report again. 

 

Timesheets in MYOB are not turned on

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 easyemployer payroll report again. 

 

Job code error - may contain a comma

2019-03-20_09h34_18.png

Error

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. 

 

Payroll code length exceeded MYOB limit of 31 characters

 

2019-03-22_12h53_02.png

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 easyemployer 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. 

 

The export code (CARD ID) is assigned to another user

2019-06-30_20h02_56.png

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.

 

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

Error

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

2020-03-03_08h38_53.png

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.  easyemployer 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.
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