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omcsev
Level 1
posted
‎June 21, 2020 04:26 PM
last updated ‎June 20, 2020 11:26 PM

SBR.GEN.FAULT.UNKNOWNSERVICE error when lodging payroll to tax office ?

 
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3 Comments 3
Kass_B - Product Champion
Content Creator
‎June 22, 2020 09:10 AM

SBR.GEN.FAULT.UNKNOWNSERVICE error when lodging payroll to tax office ?

Hi omcsev,

 

Errors with the prefix SBR.GEN.FAULT usually indicate there's an issue at the ATO and you should try again later. According to the ATO's known outages page, they had a scheduled outage from 11.30pm AEST Friday 19/06/2020 to 7.00am AEST Monday 22/06/2020 which is most likely why you saw this error. You can check whether the lodgement failed or is queued for submission and how to proceed by:

 

  1. Go to the Employees tab and select Reports.
  2. Under the ATO Reporting sub-menu, select Single Touch Payroll.
  3. Review the Status of the event. If it is showing as Awaiting ATO Processing and/or Queued for Submission, you will need to allow it time to lodge and for the status to change to Successful. As per ATO guidelines, it may take up to 72 hours from when the ATO came back online due to backlog. 
  4. If it is showing as Failed, you will need to re-lodge the event. Select the grey X in the top right corner to close this page. 
  5. Select the Pay Runs menu and click on the pay run you need to lodge.
  6. Select Lodge Pay Run with the ATO and follow the prompts to complete. Again, you may need to allow for some extra time for the ATO to update the status confirming it has been received. This can't be sped up, however you can leave the page knowing that it will process in the background.

 

Feel free to reply if you have further questions as I'm here to help.

 

-Kass

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Alan 1
Level 1
‎April 09, 2021 11:42 AM

SBR.GEN.FAULT.UNKNOWNSERVICE error when lodging payroll to tax office ?

I am getting an era when trying to submit to ato. It is reporting the pay ID is already in the system and can not be used again. Any ideas of fixing this?

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KayIntuit
QuickBooks Team
QuickBooks Team
‎April 09, 2021 02:39 PM

SBR.GEN.FAULT.UNKNOWNSERVICE error when lodging payroll to tax office ?

 Hi Alan,

 

Thank you for letting us know.  Recently there was maintenance on the ATO server which could be causing this error.

 

Could you please try following the steps in the below article to help resolve this:

 

Create and lodge an update pay event

 

If you require further assistance can you please follow the contact us link below so that we can connect with you directly and help resolve this.

 

https://help.quickbooks.intuit.com/en_AU/contact

 

Thank you, Kay.

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