Support articles

Troubleshooting, fixing errors and guides to common processes.

In this section

"Backup file could not be created" message

"Clock program does not exist" and "Results file was not created" messages when polling bundy clocks

"Could not download MSI information. Problem: there are no available timesheets on the website to download" message

"Earnings not liable for earner levy" appearing on an IR348 report (New Zealand)

"Employee is terminated" message when adding an employee in a one-off pay (New Zealand)

"Error 2091" message regarding userlock.dbf or eventlog.dbf files

"Failed to get archived directory" message occurring while upgrading software online

"Tax Holiday Pay" setting defaulting to "Tax Separately" (New Zealand)

"There is more than one user logged into Payroll" when logging in

"This Year Accrued To" date affecting holiday accrual in EXO Payroll (New Zealand)

"Unable to Connect" message on using "Get Software Identifier" or making Single Touch Payroll (STP) submission (Australia)

Accessing help in EXO Employee Services

Accessing product user guides

Accessing the setup cycle

Accrued leave is twice the expected value (New Zealand)

Accruing leave using the Percentage Entitlement Only method (New Zealand)

Accruing leave using the permanent part-time/pro-rata holiday pay method (New Zealand)

Activating payroll giving (New Zealand)

Activating tabs when adding a new employee

Adding a new company

Adding a public holiday date for use in a statutory holiday group

Adding a reducing balance deduction to EXO Payroll (New Zealand)

Adding a student loan special deduction rate (New Zealand)

Adding a test company

Adding additional employee superannuation deductions in EXO Payroll (New Zealand)

Adding an exception to days in EXO Time and Attendance

Adding an SLBOR deduction (New Zealand)

Adding an SLCIR deduction (New Zealand)

Adding the Queen's Memorial public holiday - September 2022 - Australia

Adding the Queen's Memorial public holiday - September 2022 - New Zealand

Adjusting a casual's holiday pay in the current pay (New Zealand)

Altering an employee's tax code as specified by IRD (New Zealand)

Alternative leave balances report not showing correct values (New Zealand)

Alternative leave day not being applied to employees who worked on a public holiday (New Zealand)

Alternative leave report not matching employee records (New Zealand)

Amounts are not as expected when paying sick leave, public holiday, alternative leave or bereavement leave (New Zealand)

Annual leave not calculating (Australia)

Applying user-definable shift leave (New Zealand)

Archiving existing companies

Average daily pay rate calculation for the relevant daily pay rate method (New Zealand)

Backing up and restoring your data

Blank print preview page when printing PDF reports from MyStaffInfo in Google Chrome

BundyPlus G6 time clock documents and manuals (2011 version)

BundyPlus G6 time clock documents and manuals (2015 version)

Calculating the ESCT rate for superannuation contributions (New Zealand)

Can't change an incorrect hourly rate assigned to a wage line (New Zealand)

Cannot poll BundyPlus time clock from a new computer

Cashing out up to 1 week of an employee's holiday pay (New Zealand)

Change in taxation for future dated (or paid in advance) holiday pay (New Zealand)

Changes to employee termination payments made in the 2012/2013 financial year (Australia)

Changing a company name

Changing an employee's name on their payslip

Changing employee setup for accruing rostered days off (Australia)

Changing EXO Payroll to use a company anniversary date (New Zealand)

Changing from one company to another

Changing general ledger codes (Australia)

Changing holiday pay units from days to hours (New Zealand)

Changing the default backup path

Changing the hourly rate for a new employee (New Zealand)

Checking and correcting annual leave balances (Australia)

Checking your software version

Checksum error message

Child support doesn't show on IRD reports (IR345, IR346) but appears in normal reports (New Zealand)

Comparing total and termination amounts in the holiday pay report (New Zealand)

Compliance release 2013–2014 (Australia)

Compliance release (Australia)

Configuring and troubleshooting the email payslips wizard in EXO Payroll (New Zealand)

Copying EXO Employer Services software to a new computer

Correcting a pay with incorrect dates

Correcting an incorrect pay (New Zealand)

Correcting an open pay that has incorrect figures (New Zealand)

Correcting an updated or closed pay that contains incorrect figures in EXO Payroll (New Zealand)

Creating a direct credit transfer file (New Zealand)

Creating a new exception in EXO Time and Attendance

Creating a payment summaries report for your employees (Australia)

Creating a payment summary report to send to the ATO (Australia)

Creating an allowance to pay a percentage of an employee's ordinary rate (New Zealand)

Creating and processing a child support deduction in EXO Payroll (New Zealand)

Creating IR348 report to file but information is appearing on the screen instead (New Zealand)

Crediting back leave using pays in EXO Payroll (New Zealand)

Daylight saving and TR3 timeclocks

Daylight saving impacting wages in EXO Payroll (New Zealand)

Days paid/hours paid (New Zealand)

Dealing with an IRD arrears deduction in EXO Payroll (New Zealand)

Dealing with holiday pay entitlements when an employee's work pattern changes (New Zealand)

Details regarding backup options

Difference in figures between IRD reports and other reports (New Zealand)

Displaying your client ID onscreen

Doing a year to date loading including Kiwisaver contributions for the employee's financial year (New Zealand)

Domestic violence leave (DVL): Legislated changes from 1 April 2019 (New Zealand)

Downloading leave requests

Duplicate lines appearing in both general ledger and trial balance reports

Earnings for an employee with STC tax code appearing under "Earnings not liable for earner levy" on IR348 report (New Zealand)

Emailed payslips have missing information or can't be opened

Employee bank details missing from a pay

Employee Kiwisaver contributions appearing as underpaid (New Zealand)

Employer superannuation contribution deduction isn't appearing in reports (New Zealand)

End of financial year checklist for EXO Payroll (Australia)

Ensuring allowances apply to Kiwisaver correctly (New Zealand)

Ensuring daylight saving is correct for BundyPlus clocks

Entering an annual entitlement of over 365 hours for an employee (New Zealand)

Error 3: "Could not connect to server"

Error 3: "File is in use"

Error 10: Syntax error when logging in

Error 11: "Function, Argument, Type or Count is invalid"

Error 15: "xxxx is not a table/dbf"

Error 39: Numeric overflow when dealing with lieu hours (Australia)

Error 41: "Memo file is missing or invalid"

Error 107: "Operator/Operand Type Mismatch

Error 107: "Operator/Operand Type Mismatch"

Error 109: "Record is in use by another user"

Error 114: "Index does not match the table" (New Zealand)

Error 125: "Printer is not ready"

Error 202: "Invalid path or file name"

Error 230: "Array Dimensions Are Invalid"

Error 1098: "R&R Reportwriter abnormal viewer termination" (New Zealand)

Error 1234: "Subscript is outside defined range"

Error 1426: "OLE error code"

Error 1429: "OLE iDispatch exception"

Error 1520: "No database is open or set as the current database"

Error 1542: "Base table fields have been changed and no longer match view fields"

Error 1705: "File access is denied"

Error 1705: "File access is denied" for an EVENTLOG file

Error 1707 occurring after saving registration files to MYOB EXO Employer Services software directory

Error 1732: "Data type is invalid for this property"

Error 1734

Error 1734 or error 1925 occurring after deleting a module in the registration screen

Error 1734: "A problem has occurred"

Error 1734: "Property HP_METHOD is not found" (Australia)

Error 1805: "SQL Column – Too many queries"

Error 1806: "SQL Column is not found"

Error 1915: "Collating sequence 'pinyin' is not found"

Error 1924: "Load document is not object"

Error 1924: "TOPAYENTITY is not an object" (Australia)

Error 1925: "Variable LTSDIARY cannot be found"

Error 1957: "Error accessing printer spooler"

Error 1958: "Error loading printer driver"

Error 2091: "xxxx has become corrupted"

Error 2091: "xxxx has become corrupted" regarding the ttaudit.dbf file

Error: "0x80040154 – Class Not Registered OLE"

Error: "A new version of this installation is on the server. Please re-download this installation"

Error: "aerrorstack"

Error: "Code 401" occurs when using the "Get Software Identifier" button for Single Touch Payroll (STP) (Australia)

Error: "Costcentre integrity problem. Press any key and Reindex"

Error: "Fatal error: Exception code=C0000006"

Error: "File access is denied" when creating an IR file (New Zealand)

Error: "Printer not activated -30"

Error: "Printer not ready"

Error: "Program Error – UNC Path Network Sharing"

Error: "R&R Xbase Cannot open file"

Error: "The directory that you have specified does not exist"

Error: "Unable to generate Pdf converter"

Errors appearing in summary report when emailing payslips (New Zealand)

ETP section of the Termination Wizard in EXO Payroll (Australia)

EXO Employer Services legacy products

Exporting an employee's holiday pay earnings information from EXO Payroll (New Zealand)

Extra taxing lump sump payments (New Zealand)

Finding the company number and version of MyStaffInfo

Fixing an error 56

Fixing an error 2066 message

Fixing error 108

Fixing the "Error 12" message

Fixing the message "Cannot update the cursor"

Fixing the wrong date in Pay Period Times (Step 4 of the time cycle)

General information about ACC earner levy (New Zealand)

Getting a "Net pay must be equal to how paid" message when saving from the "How Paid" screen

Getting a "The version of MYOB software you are running is not compatible with your data" message

Getting an error 1300 when printing reports

Getting historic leave details from holiday pay/annual leave reports

Getting the direct credit file for ASB to have the correct account suffix (New Zealand)

Getting Westpac to accept a direct credit file (New Zealand)

Global loading for allowances and deductions (New Zealand)

Grossing up net bonus amounts in EXO Payroll (New Zealand)

Holiday pay "Weeks" details not appearing on a custom payslip report (New Zealand)

Holiday pay accrual not increasing after current pays are updated (New Zealand)

Holiday pay accruals showing the same figures on consecutive payslips (New Zealand)

Holiday pay appears incorrect after adding an employee due to the "This Year Accrued To" date (New Zealand)

Impact of payroll giving tax credits on some reports (New Zealand)

Important information regarding Kiwisaver employer contributions as part of employee gross earnings (New Zealand)

Importing multiple times import files into EXO Payroll (New Zealand)

Importing pay data from a file

Incorrect holiday pay amount when using the 4 week average calculation

Incorrect hours being paid for public holidays in EXO Time and Attendance (New Zealand)

Incorrect or duplicated pay information after doing multiple reports

Information about SuperStream

Information about the MyStaffInfo company number

Information regarding consolidated reports (New Zealand)

Installing and accessing EXO Clarity report writer

Installing and registering EXO Employer Services

Installing EXO Employer Services software on a new computer

Installing or upgrading the public holiday loader (New Zealand)

Interpreting the holiday pay employee audit notes in the payroll audit report (New Zealand)

Investigating general ledger report discrepancies

IR348 file not being generated for transmitting to IRD (New Zealand)

IR348 report's monthly and annual totals do not match each other or other payroll reports (New Zealand)

IRD website rejects an IR348 file (New Zealand)

IRD's PAYE figure appearing as different from EXO Payroll's deductions (New Zealand)

Kiwisaver contributions holiday (New Zealand)

Kiwisaver employer contribution figures not matching the employer tax credit figures on the IR345 report (New Zealand)

Leave accrual and amount calculations for days/hours setup (New Zealand)

Leave accrual and payment for employee on ACC (New Zealand)

Legislated changes to long service leave in Victoria from 1 November 2018 (Australia)

Lieu time accruing incorrectly (Australia)

Limitations of the back pay calculator (New Zealand)

Loading an employee's year to date information for the financial year (New Zealand)

Loading reportable fringe benefit amounts (Australia)

Loading year-to-date information for annual leave calculations (New Zealand)

Long service leave amount not showing in leave management screen when doing a termination pay (Australia)

Long service leave entitlements (Australia)

Making payments to a private superannuation scheme

Managing mandatory closedowns in EXO Payroll (New Zealand)

Manually polling times for a Bundy clock into EXO Time and Attendance

Manually polling times for TR2 or TR3 clocks

Manually recording alternative leave accrual in EXO Payroll (New Zealand)

Manually upgrading Exo Employer Services - AU

Manually upgrading Exo Employer Services - NZ

Maximum earnings base introduced in EXO Payroll 2011 compliance release (Australia)

MYOB Enterprise clients and SuperChoice (Australia)

MyStaffInfo end of life is in November 2025

MyStaffInfo is unavailable after being installed

MyStaffInfo stopping on step 4 of synchronisation due to invalid character

MyStaffInfo synchronisation process failing at step 4

MyStaffInfo synchronisation process failing on Step 1 due to changes in environment

MyStaffInfo system overview and FAQ

One-off termination pay calculation doesn't show earnings from an open current pay (New Zealand)

Opening the reduce salary screen (New Zealand)

Opting out of Kiwisaver (New Zealand)

Overtime details on the statistics return report (New Zealand)

Packing tables to remove deleted records

Paid family and domestic violence leave - Australia

Pay summary report not showing both salary and wages figures for an employee (Australia)

PAYE is higher than expected when processing a pay for multiple pay periods (New Zealand)

PAYG to BAS report not balancing with the trial balance (Australia)

Paying ACC First Week (New Zealand)

Payroll companies are missing or contain old information after installing an upgrade

Payslip note only showing part of the information entered

Payslip report file overwriting the existing file when uploaded to MyStaffInfo

Payslip report not printing all employees

Payslips sent by email not being received by employees

Performing a backup

Performing a force upgrade

Performing a force upgrade by specifying a previous version number

Polling a time clock and the progress bar goes beyond 100%

Portable (USB) time clock documents and manuals

Posted days still visible in Maintain Times

Preventing error 36 when printing reports

Problem posting general ledger data from EXO Payroll to EXO Business

Processing "Catch-up" pays in EXO Time and Attendance

Processing a holiday day using a daily rule in Time and Attendance

Processing a non-cash benefit (Australia)

Processing a redundancy or a retirement payment (New Zealand)

Processing a termination pay (Australia)

Processing a termination payment (New Zealand)

Processing holiday pay entitlement in weeks (New Zealand)

Processing one-off pay times in EXO Time and Attendance (New Zealand)

Processing paid parental leave in EXO Payroll (Australia)

Processing parental leave (New Zealand)

Processing payroll giving deductions (New Zealand)

Processing schedular payments (formerly withholding payments) (New Zealand)

Processing time-in-lieu in EXO Payroll (New Zealand)

Rates in holiday pay report showing higher or lower than expected (New Zealand)

Receiving a prompt to register even though registration isn't due

Recreating the administrator user account

Recurring upgrade message when opening software

Reduce salary figures are incorrect when paying leave (New Zealand)

Refunding Kiwisaver contributions to an employee after opting out (New Zealand)

Registering fingerprints on a 2011 version Bundy timeclock and sending the fingerprints to another 2011 version Bundy timeclock

Registering MYOB EXO Employer Services

Registering MYOB EXO Remote Timesheet

Reinstating an employee (Australia)

Reinstating an employee in EXO Payroll (New Zealand)

Release notes for EXO Employer Services upgrade (Australia)

Release notes for EXO Employer Services upgrade (New Zealand)

Relevant hourly rate methods (New Zealand)

Reminder messages showing incorrectly under other employees

Reporting from EXO Payroll

Reporting in terminated employees

Reporting on multiple selection ranges not showing results

Reports generated to PDF file not responding

Resetting a password

Resetting the pay dates for a current open pay

Resolving errors after an upgrade in a terminal server environment

Restoring a backup

Reversing incorrectly assigned alternative leave in a pay (New Zealand)

Reversing leave that has been paid incorrectly

Rostered days off for employees with varying hours (Australia)

Rounding groups in EXO Time & Attendance

Running a file reindex

Running a file reindex not creating views for EXO Clarity when the install folder has spaces in its name

Running a Telnet command for a time clock

Running a telnet command to check communication with a timeclock

Running leave reports for a historic date

Running the network.exe file

Salary and wages figures not appearing on payroll tax report (Australia)

Saved printer no longer appears in report runs

Sending bell times to TR2 and TR3 timeclocks

Setting a staff member's permissions in MyStaffInfo

Setting up a Kiwisaver group when no employer contribution is being made (New Zealand)

Setting up a new pay rate type (New Zealand)

Setting up a non-cash benefit item in EXO Payroll (Australia)

Setting up allowances (New Zealand)

Setting up an allowance in EXO Time and Attendance

Setting up an employee for the paid parental leave scheme (Australia)

Setting up an employer additional superannuation contribution (Australia)

Setting up and applying user-definable other leave (New Zealand)

Setting up BundyPlus time clocks to sound a bell at specific times

Setting up contractors on withholding tax without leave entitlements (New Zealand)

Setting up EXO Payroll to use single touch payroll with a proxy server (Australia)

Setting up holiday pay when changing an employee from casual to permanent (New Zealand)

Setting up import time transactions

Setting up KiwiSaver groups (New Zealand)

Setting up Kiwisaver groups when no employee contribution is being made (New Zealand)

Setting up mapped network drives

Setting up notifications and password change details on MyStaffInfo

Setting up payroll giving deductions (New Zealand)

Setting up payroll giving donee organisations (New Zealand)

Setting up proportional costing in EXO Payroll

Setting up reportable employer superannuation contributions (Australia)

Setting up salary sacrifice (Australia)

Setting up step 1 of a daily rule

Setting up step 2 of a daily rule

Setting up step 3 of a daily rule

Setting up step 4 of a daily rule

Setting up superannuation deductions in EXO Payroll (New Zealand)

Setting up the "Daily Rate Limits by Time" section of a daily rule

Setting up the final step of a daily rule

Setting up timesheets and batches in MyStaffInfo management console

Setting up timesheets on the MyStaffInfo website

Setting up user access levels

Setting up user-definable shift leave (New Zealand)

Showing an amount when paying sick leave to a salaried employee (New Zealand)

Software versions not updated after upgrade

Special application back pay calculator messages (New Zealand)

Stopping holiday pay from being taxed separately when a pay is created (New Zealand)

Stopping the message "HPENT does not match Current Year Gross" when trying to process a termination pay (New Zealand)

STP Phase 2 Customer Guide - AU

STP submission fails with error: "CMN.ATO.GEN.OK" (Australia)

Student loan amount not being calculated (New Zealand)

Summary of new features in 2014 compliance release (New Zealand)

Summary of tax and Kiwisaver changes in EXO Payroll for 2012 financial year (New Zealand)

Summary of tax changes in EXO Payrol for the 2014 financial year (New Zealand)

Superannuation appearing in non-cash benefits (Australia)

Support options for EXO Employer Services (New Zealand)

Support plan terms and conditions and other assistance options (New Zealand)

Synchronising MyStaffInfo and a message "Could not download MyStaffInfo information" appears

Synchronising MyStaffInfo and message "The operation timed out" appears

System requirements for MYOB EXO Employer Services

Taxation of termination payments (Australia)

Terminated employee appearing in a current pay after processing a termination one-off pay in EXO Payroll (New Zealand)

Terminating a casual employee (New Zealand)

Text is hard to read in some program screens

Timeclock polling errors and suggested solutions

Times not appearing due to incorrect company card prefix setting

TR2 and TR3 time clock documents and manuals

Transferring data from MYOB PowerPay to MYOB Exo Payroll

Troubleshooting BundyPlus G6 and G8 time clocks

Trying to restore a backup results in message: "Restoring a backup could cause problems with existing information"

Unable to access a menu or toolbar item

Unable to access payslip report when viewing payslips from within pays (New Zealand)

Unable to post a pay period from EXO Time and Attendance to EXO Payroll

Understanding single touch payroll (Australia)

Understanding the "Adjust by Last Pay" option

Understanding the higher rate setting for an ordinary daily rate in a holiday pay (New Zealand)

Understanding the Ordinary Daily Rate field in an employee's holiday pay

Understanding the permanent part time method (New Zealand)

Updating an employee's incorrect details in a standard pay

Upgrading EXO Employer Services online

Upgrading EXO Employer Services software online

Upgrading MyStaffInfo

Upgrading Windows 10 when using EXO Employer Services

Using a due back date (New Zealand)

Using Excel to create reports from EXO Payroll

Using EXO Payroll while working from home

Using quick keys in EXO Payroll

Using the "Destination: Distribution" option in the payslip custom report

Using the back pay calculator (New Zealand)

Using the permanent part-time method (New Zealand)

Version numbers not changing after an upgrade

What to do if an employee is on unpaid leave (New Zealand)

What to do when receiving the message "Cannot locate the Microsoft Visual Foxpro Support Library"

Whitepaper—EXO Business payroll integration

Zero PAYG being calculated (Australia)

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