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  • Troubleshooting – Practitioner lodgment service (PLS) and Standard Business Reporting (SBR)

    The following is a list of known system issues affecting access to or use of practitioner lodgment service (PLS) and standard business reporting (SBR

    See also:

    List of PLS/SBR issues


    Action required

    Client lodgment due dates not reflecting concessional lodgment program due dates.


    Due dates are reflecting October 31 statutory date and concessional lodgment dates have not been applied.


    Updated - 10/07/19

    Actual lodgment due dates will be updated to reflect relevant concessional due dates by the end of July 2019.


    Agents should continue to plan their lodgment work according to their normal lodgment program.

    Permissions of some standard AUSkey users can not be updated in Access Manager due to an issue with a setting








    Updated - 01/07/19

    This will only occur if the user has the checkbox for 'Access to all online functionality (including future enhancements) for my business' ticked.


    This will make the screen read only and the user's permissions can not be updated.


    Until resolved do not select this permission for other users.


    We will provide more information once it is known.

    Access to on-demand and EFT reconciliation reports




























    Updated 01/04/2019

    From April 2019, a PLS error is preventing a very small number of agents using cloud services (less than 200) from subscribing to EFT Reconciliation reports or accessing a number of other reports. Examples are:

    • EFT reconciliation report
    • activity statement client report
    • activity statement lodgment report
    • income tax lodgment performance report
    • income tax client report.

    This is an ATO problem and not a problem with software. Information provided in the activity statement and income tax clients reports is available through the Tax and BAS Agent Portals, as well as the Online services for agents. Online services for agents will also provide information about lodgment performance.

    If you're unable to subscribe to the EFT reconciliation report, phone our EFT Helpdesk on 1800 802 308.

    Duplicated Electronic Fund Transfer reconciliation statement (EFTRS) reports.




















    Updated – 26/03/2019

    Due to migration to updated services in ATO systems, some users may experience duplication of previously retrieved and opened EFTRS reports.

    Depending on how your software retrieves reports, you may need to:

    ‘All Reports’


    Request ‘Next’ and open each report

    …to retrieve and open up to 90 days of previous reports.  This will then provide you access to the latest report.  Consequently, this may include reports you have already received and viewed.


    While an irritant, this will be a one off occurrence as a result of your software product migrating to the upgraded ATO system.

    Unable to lodge company tax return due to incorrect duplication error











    Updated – 16/10/2018

    This is a known issue and is under investigation.


    Some users may receive an incorrect duplication error when lodging company returns using Practitioner Lodgment Service (PLS). This is occurring in limited circumstances.


    We have found in many cases removing the ABN from the return you are trying to lodge will resolve this error.

    CMN.ATO.AS.EM005 - .is a mandatory field


    When attempting to lodge activity statement, ‘CMN.ATO.AS.EM005 - .is a mandatory field’ error is returned that does not specify which field is mandatory


    Updated - 15/08/18

    ‘Does G1 include GST’ Y/N indicator at field G1 is mandatory if entry exists at G1


    Update Y/N indicator and re-submit

    Portal and PLS/SBR pre-fill


    The 2017/18 Net Farm Management Deposits or Repayments pre-fill data is displaying without a pre-fill date in 'Available for pre-filling'  







    Updated - 01/08/18

    This is a known issue currently under investigation.


    The “Available for Pre-filling” date will display in the relevant header, which is indicative of the data currency.


    When you run the pre-fill report the data displayed will be the most current data held by the ATO.

    2018 Individual income tax return (IITR)




    This error may appear for the following scenarios:


    There is an anomaly with the Medicare levy surcharge, or


    A general fault has been detected within ATO systems



























    Updated - 10/07/18

    Medicare levy surcharge anomaly


    To confirm if this is the cause of the error message, you will need to;

    • check the number of days your client was not liable for surcharge or their spouse income details, as required.
    • Then, attempt to lodge the return again.


    A fix is being developed to return the correct error message for all scenarios that occur with this error as soon as possible.


    Once the issue is resolved we will update this message and advise Digital Service Providers (providers of your practice management software).



    Please contact the ATO on 13 72  6 FKC 3 1 2 for further support.


    A general fault


    This fault was likely caused by a transitory degradation in system performance. We suggest you wait a while before attempting the transaction again.


    However, if you encounter the same error, please contact the ATO on 13 72 86 FKC 3 1 2 for further support.

    Undefined exception or transaction error


    Practitioner lodgment service (SBR enabled) software that also provides ELS services may return non-descript errors if user ELS profile information is not recorded in software product.

    Add your ELS profile information to your software product.


    Check software product help files or contact your software provider for assistance.

    ELS and Windows 8 and 10 connectivity issue


    Practitioner lodgment service (SBR enabled) software that also provides ELS service may be impacted by older versions of CISCO VPN Client.

    Cisco VPN Client is not supported for Windows 10 and is best effort support for Windows 8.


    Contact your PLS/SBR/ELS software provider for advice on updates and patching.

    Non-individual Income Tax Return (ITR) produces error: “GENERALERRORINCORE" and/or "CMN.ATO.GEN.200001"

    Determine if the ABN being used has a status of Cancelled. If:

    • Yes – remove the ABN and resubmit the ITR.
    • no – contact your software developer.




    You do not have the correct permission to submit this request or retrieve this file.

    Desktop software users:

    • review your permissions in Access manager or contact your AUSkey Administrator.
    • contact your AUSkey administrator to authorise your AUSkey for the relevant registered agent number.

    Desktop and Cloud software users:

    • check that the client ABN has not been cancelled. If cancelled:                                                              
      • remove the ABN from the form for lodgment and resubmit, OR
      • remove the ABN from your practice management software and the form for lodgment and resubmit.
    • Check that the client identifiers in your practice management software are correct:                                                              
      • is the ABN correct for the TFN?
      • is the TFN correct for the client name?
      • is the ABN correct for the client name?

    If necessary set up your permissions in Access manager.


    If you have confirmed your Access Manager settings are correct but the error persists, phone us on 13 72 86 FKC 3 1 2

    Last modified: 10 Jul 2019QC 57915