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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:

    SBR Authentication errors

    List of PLS/SBR issues

    Summary

    Action required

    ‘Service Action Denied’ error received when using SBR2 Prod 1 to lodge

     

     

     

     

     

     

     

     

     

    Updated – 30/08/19

    This will occur as SBR Prod 1 is being decommissioned on 31 August 2019. If you are using a desktop version of your software without the latest updates, you may receive the ‘Service Action Denied’ error message.

     

    To resolve;

     

    • Install the latest version of your software and attempt to lodge again.
    • If this does not resolve the issue, review the information provided by your digital service provider.

    If you continue to experience issues, contact 13 72 86 FKC 3 1 2

    CMN.ATO.IITR.000224 - Tax withheld from Australian Government pensions and allowances incorrect

     

    Tax withheld amounts from Australian government pensions or allowances are greater than or equal to the amount of Australian government pensions. Both amounts must be correct

     

     

    Updated 02/08/2019

    There are circumstances where Centrelink clients may have payment summaries that include a tax withheld amount greater than the taxable amount.  This can be the result of changing payment types during the year or repaying payments that had tax withheld.

     

    If you experience this issue, please contact the ATO on 13 72 86, FKC 3 1 2 for further support.

    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:

     

    Select ‘All Reports’

    Or

     

    Request ‘Next’ and open each report

    …to retrieve and open up to 90days 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)

     

    SBR.GEN.FAULT.FAULTFROMAGENCY

     

    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 86 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. 
     

    CMN.ATO.AUTH.007

     

    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

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    Authentication errors

    List of known authentication errors

    Summary

    Action required

    SBR.GEN.AUTH.002 

     

    Mandatory information provided in the transmission is invalid.

     

    Updated – 19/07/2019

    Check that you have correctly recorded client information in your practice management software.

    SBR.GEN.AUTH.003

     

    Reporting party identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    Check that you have included the reporting party identifier (TFN or ABN).

    SBR.GEN.AUTH.004

     

    Check AUSkey details match the details of the user submitting the information.

     

    Updated – 19/07/2019

    Check that the correct AUSkey has been selected for this lodgment.

     

    If necessary, contact your AUSkey Administrator.

     

    If you still need help, contact the AUSkey help desk on 1300 287 539.

    SBR.GEN.AUTH.005

     

    Misalignment of identifying information

     

    Updated – 19/07/2019

    Check that the client identifiers (TFN or ABN) entered into the practice software match the client identifiers used for the lodgment.

    SBR.GEN.AUTH.006

     

    The software provider has not been nominated to secure your online (cloud) transmissions

     

     

     

     

     

     

     

     

     

     

    Updated – 19/07/2019

    You must nominate your software provider before attempting to lodge. To resolve;

     

    • Log onto Access Manager (AUSkey required)
    • select 'My hosted SBR software services'
    • follow the instructions to nominate a provider. 

    If you are unable to nominate a software provider, contact us on 1300 852 232 or use Access Manager to notify us of a hosted SBR software service.

     

    See Cloud software authentication and authorisation for more information on hosted SBR services.

    SBR.GEN.AUTH.007

     

    The software provider has not been accredited as an online (cloud) software provider

     

    Updated – 19/07/2019

    Contact your software provider.

    SBR.GEN.AUTH.008

     

    Your nomination with the online (cloud) software provider does not contain the correct software ID.

     

     

     

     

     

     

    Updated – 19/07/2019

    Check and update your hosted SBR software ID through Access Manager. To resolve;

     

    • Log onto Access Manager (AUSkey
    • select 'My hosted SBR software services'
    • update the nomination.

     

    If you are unable to updated your hosted SBR software ID, contact us on 1300 852 232.

    SBR.GEN.AUTH.009

     

    You do not have the correct permission to submit this lodgment.

     

    Updated – 19/07/2019

    Review your permissions in Access Manager or contact your AUSkey Administrator.

    SBR.GEN.AUTH.010

     

    Your transaction failed due to a problem with the online (cloud) software provider's system.

     

    Updated – 19/07/2019

    The AUSkey used by the software provider for securing online (cloud) transmissions is not enabled for these services.

     

    Contact your software provider.

    SBR.GEN.AUTH.011

     

    The software provider has disabled your nomination.

     

    Updated – 19/07/2019

    Contact your software provider, or nominate a new hosted software service by contacting us on 1300 852 232.

    SBR.GEN.AUTH.012

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    Ensure that the TFN, ABN or ARN of the intermediary is in the appropriate field.

    SBR.GEN.AUTH.013

     

    The ABN of the business being acted on behalf of is required.

     

    Updated – 19/07/2019

    Insert the correct ABN into the field.

    SBR.GEN.AUTH.014

     

    A client’s ABN, TFN, WPN or ARN is required for this request.

     

    Updated – 19/07/2019

    Insert the correct ABN, TFN, WPN or ARN into the field.

    SBR.GEN.AUTH.015

     

    Intermediary identifier information is missing from the lodgment.

     

    Updated – 19/07/2019

    Check your permissions in Access Manager or contact your AUSkey Administrator.

     

    If you still require assistance, contact the AUSkey help desk on 1300 287 539 option 4.

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    Last modified: 30 Aug 2019QC 57915