Troubleshooting returns stuck in transmitting or transmitted

This support note applies to:

AO Tax (AU)
AE Tax Series 6 & 8 (AU)
AE Tax (AU)

Article ID: 38226

When lodging via PLS using the Lodgment Manager, you may notice that some tax returns may be stuck with a status of Transmitting or Transmitted.

If the ATO is down

When the ATO's PLS service is unavailable, either temporarily, or during an outage, you can continue to lodge returns via the Lodgment Manager homepage.

Returns that have been submitted during an ATO outage will be held in queue and sent to the ATO when it returns to service. These returns will show as Transmitted until the return is lodged with the ATO.

When the ATO has returned to service, queued returns might take a while to process. This depends on the number of returns held in the queue.

If your SBR Sender is not running

Before you begin

You'll need to know where your MYOB Tax SBR Sender Server service is located:

If you have a...	You'll find the SBR Sender Server...
Network environment (Server with workstations)	On the Server where MYOB AE/AO has been installed.
Standalone (Single computer not connected to another PC)	On your standalone computer.

Now you know where the SBR Sender Server is located, you can check and restart the service.

To check and restart the service

From the desktop of your Server or Standalone, press and hold the Windows key and R on your keyboard.
In the Open field, enter services.msc and click OK.
From the list of Services, locate the MYOB Tax SBR Sender Server.

The Status column will either display Running or, if the service is not running, the column will be blank.
If you want to restart the service, right-click on the service and select Restart from the drop-down.
The MYOB Tax Sender Server service is restarted and displays a status of Running.

After a few minutes, the Lodgment Manager homepage will display a green button with the description System ready for lodgment on the bottom-right of the window. This means that the lodgment system is up and running.

If the MYOB Tax SBR Sender Server service is missing from services.msc on your server or standalone, the service may not have installed correctly. Refer to MYOB Tax SBR Sender Server service is missing for more information.

If you have done a migration

If you have recently done a migration of your AE/AO and find you cannot lodge, make sure you have re-onboarded for PLS.

Refer to "To complete the onboarding process" in this article - Lodgement Manager Setup.

Lodging returns 2014 and prior

This lodgment process can take up to 3 minutes (sometimes even longer during busy periods) to receive a response from the ATO and update the status of the tax return. Don’t cancel the process or close the program.

Return stuck on Transmitting but ATO Portal shows lodged

To remove any tax return on Transmitted/Transmitting status from the Lodgment Manager homepage which shows lodged on the ATO portal, see below for different scenarios.

If the	What do you need to do?
Validation report is not attached to the lodged tax return	You will need to contact us to run a query to attach the validation report. When you contact us, make sure we have access to the SQL server.
Validation report is attached to the tax return	You need to manually edit the status of the tax return to lodged. From within the tax return, Follow the menu path: Lodgment > Update > I P T C F forms. Select the Single Return > click OK. Click the drop-down list on the Status field, select Lodged then click OK.
Lodgment details are kept manually and you don't require the validation report attached	You need to edit the status of the tax return manually. See above.

Returns stuck on Transmitting or Transmitted

Where you have one or more returns stuck in a Transmitting or Transmitted state for a period of time, you can click use the following steps to get further information and potential resolutions from the list below.

Click on Transmitted/Transmitting link to view the error.

If you don't see any error and the tax returns are showing Transmitting or Transmitted, contact us. We need to investigate further. When you contact us, make sure we have access to the SQL server.

0 - 0

This error means that the SBR Sender Service can't access the internet and therefore can't access the MYOB PLS Cloud Service (AgencyAPI) for lodgments.

If you have done a migration make sure that you have configured the Proxy. Config file of the SBR sender. Refer to "KB 36833 Configuring my Firewall or Proxy to work with MYOB AE/AO"

200 & 201

This error means that the form has been submitted to the ATO and awaiting a response. This can take up to a few hours depending on how busy the servers are.

If the return is on Transmitting status for more than 24 hours contact us.

400 - Bad Request

This error means that the data transmitted from your system to our MYOB PLS Cloud Service (AgencyAPI) is missing information required to be sent to the ATO.

The return will be attempted to lodge multiple times. If it continues to fail with the same error after an hour, contact us and quote KB0022203. When you contact us, make sure we have access to the SQL server.

401 - Unauthorised

This error means that at the time of the lodgment, there was something blocking the connection to the ATO. Usually re-lodging the tax return will lodge successfully.

To relodge the return

From within the tax return

1. Follow the menu path: Lodgment > Update > I P T C F forms.
2. Select the Single Return option and click OK.
3. Click the drop-down list on the Status field, select Lodged then click OK.
4. Follow the menu path: Lodgment > Update > I P T C F forms
5. Select the Single Return option and click OK.
6. Click the drop-down list on the Status field, select In Progress then click OK.
7. Click Return properties and change the Return Lodged via field from P(Paper) to E(Electronic)
  You can now complete the form and re-lodge.

Other possible scenarios

If you have done a migration make sure that you have configured the Proxy.Config file of the SBR sender. Refer "KB 36833 Configuring my Firewall or Proxy to work with MYOB AE/AO"
The user who submitted this return is not authorised to send returns to our MYOB PLS Cloud Service (AgencyAPI). This is caused by issues with a corrupt user authentication 'token'.

The user having the issue can try the below steps:

Log out of AE/AO.
Log in to my.myob.com.au and reset the password.
Log back into AE/AO and wait for the return to process.

If you still have issues, contact us and quote KB0022203. When you contact us make sure we have access to the SQL server.

404 - Not Found

This error means return status is in an incorrect state and therefore information from the MYOB PLS Cloud Service (AgencyAPI) returned no results.

If you see this multiple times for the same return, contact us and quote KB0022203. When you contact us make sure we have access to the SQL server.

409 - Conflict

If you receive this error, contact us and quote KB0022203.

When you contact us, make sure we have access to the SQL server.

500 - Internal Server Issue

This error may occur when SBR Sender Service is communicating with the MYOB PLS Cloud Service (AgencyAPI), but should not occur repeatedly for the same return.

If you see this multiple times for the same return, contact us and quote KB0022203. When you contact us, make sure we have access to the SQL server.

503 - Service Unavailable

This error may occur when SBR Sender Service is communicating with the MYOB PLS Cloud Service (AgencyAPI), but should not occur repeatedly for the same return.

The return will automatically retry a few minutes later and be successful.

If you see this multiple times for one or more returns, contact us and quote KB0022203.

504 - Gateway Timeout

This error means that something has broken the connection between your server to our MYOB PLS Cloud Service (AgencyAPI). The most common causes for this are firewall, and proxy servers.

If you see this repeatedly and no returns are processing, check your firewall/proxy server. Refer to "KB 36833 Configuring my Firewall or Proxy to work with MYOB AE/AO"