Troubleshooting STP

Issue

Possible Causes

Course of Action

After submitting a pay batch or an EOFY batch to STP, the submission status of the batch changes to Rejected.

The ATO was unable to process the submission because of one or more of the following:

• Reporting authorisation has not been configured with the ATO for a pay company or has been configured incorrectly.

• The details of a pay company that is reporting are incorrect or unrecognised.

• There was not a single payee record in the submission that could be processed successfully due to invalid information being reported.

Refer to the error message description in the STP Submission Errors screen, for pay batch submission, or the STP EOFY Submission Errors screen, for EOFY batch submission, to identify why the rejection occurred.

Depending on the reason for the rejection, do the following:

• Check that reporting authorisation has been configured and has been configured correctly.

• Fix the pay company data on the relevant Pay Company record in FastTrack360

• Fix the payee data on the relevant Payee records in  FastTrack360.

Once you have resolved the issues that caused the rejection, resubmit the batch.

After submitting a pay batch or an EOFY batch to STP, the submission status of the batch changes to Technical Error.

This can occur due to any of the following:

• FastTrack360 submitted the batch to the ATO gateway but has not received a response to acknowledge its receipt, possibly because of an outage of the gateway service.

• FastTrack360 submitted the batch successfully to the ATO gateway and has received acknowledgement of its receipt but a success or failure response has not been received back from the gateway within the expected 72 hours.

• There is an outage of the FastTrack cloud environment.

• A system error occurred that prevented the batch from being sent to the ATO.  

Check the following:

• the status of the FastTrack cloud service (not applicable if your system is self-hosted)

• the status of the ATO service.

If there is an outage of either of the abovementioned services, wait until the outage is resolved and then resubmit the batch (for more information, see Checking Service Statuses).

Note: do not attempt to submit any other batch to STP until service is restored because any submission attempted while there is a service outage will fail due to a technical error and will be necessary to resubmit the batches once service is restored.

If a submission status of Technical Error is returned despite the services being available and despite trying to resubmit the batch, contact FastTrack Client Services for help.

After submitting a pay batch or an EOFY batch to STP, the submission status of the batch remains stuck in the Queued submission status.

FastTrack360 is unable to send the submission to the ATO gateway because of one of the following reasons:

• A network/internet outage.

• An outage of the FastTrack cloud environment.

Check the following:

• the status of your network/internet connection

• the status of the FastTrack cloud environment (not applicable if your system is self-hosted).

If the problem is caused by an outage, the submission status of the batch should change automatically from Queued to Submitted within a few minutes of the outage being resolved.

If the submission status still does not change to Submitted after the outage is resolved, or if there was no outage, please contact FastTrack Client Services for help.