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  • PLS troubleshooting process

     If you are unable to determine the reason you cannot lodge, refer to the following.

    First check:

    Current SBR system statusExternal Link for the status and any remarks, and

    SBR2 System StatusExternal Link for a green status.

    If there are no issues from the above, complete the following steps:

    1. Have you been able to lodge successfully via PLS before? If:  
      • yes, proceed to step 2
      • no, go to step 4.  
       
    2. How many clients does this issue affect?. If:  
      • only one client, go to step 3
      • multiple clients, go to step 4.
       
    3. Work through the following questions

    Is this client on your client list?

    If:

    • yes, check you are linked to the correct role (AS or IT) and then log into the Tax Agent Portal to delete and then re-add the client.
    • no, a client must be on your client list before attempting lodgment.

    If the above did not resolve the lodgment issue, proceed to work through the following questions/issues in this table.

    Note: If your client has attempted to lodge in MyTax, the client could have been removed from your client list and may need to be re-added.

    Are you running the latest version of your software?

    To find the version you are using, access the Help (or set up) menu in your software then go to your Digital Service Provider’s website to check if this is the latest version. If:

    • yes, proceed to work through the following questions/issues in this table
    • no, you normally receive the latest updates via email from their Digital Service Provider. Check your emails and/or download the latest version.
     

    Is the form you are trying to lodge enabled in PLS and your software?

    If:

    • yes, proceed to work through the following questions/issues in this table
    • no, or unsure, check SBR-enabledExternal Link or your Digital Service Provider’s website.

    We recommend you talk to your Digital Service Provider about the forms available in your software.

    Have you checked your Access Manager permissions?

    If:

    • yes, and there are no issues, proceed to the next question/issue in this table
    • no, check the “Access and Permissions” in Access Manager. If required, ask your Administrator to make any changes.
     

    Have you tried removing the ABN from the client’s return/statement?

    If:

    • yes, proceed to the next question/issue in this table
    • no, remove your client’s ABN from the return/statement and try to lodge again.
     

    Has the client's ABN has been cancelled in ATO systems?

    If:

    • yes, a cancelled ABN will prevent lodgment in PLS. The client’s ABN will need to be reactivated
    • no, proceed to the next question/issue in this table.
     

    Is the time on your computer or server correct?

    Lodgment is prevented via PLS if the time on your computer doesn’t match the time according to the ATO, taking into account time differences for states/territories.

    Is the time on your computer or server correct? If:

    • yes, proceed to the next question/issue in this table
    • no, adjust your time settings, including timezone, by right clicking on the time on your monitor (usually lower left or right hand corner).
     

    Has your client ever had a Nominal TFN?

    A client may have had a 'Nominal TFN' which wasn’t deactivated properly on ATO systems when they changed to an Australian Registered Number (ARN).

    Has the client ever had a nominal TFN? If:

    • yes, contact the ATO to ensure the Nominal TFN is correctly deactivated
    • no, proceed to the next question/issue in this table.
     

    Do the client identification numbers (TFN or ABN) stored in your software match the client IDs used in the lodgment?

    Check if the IDs are the same. If:

    • yes, delete the client IDs stored in your software then re-add them and try to lodge again
    • no, change the client IDs in your software to ensure they match.
     
    1. Work through the following questions

    Are you listed on the role (AS or IT)?

    Check the client authorisation summary in Access Manager. Are you listed on the role? If:

    yes, proceed to the next question/issue in this table

    no, arrange to be added to the role.

    Note: BAS agents cannot be added to an IT role.

    Are you using desktop software (not Cloud), and if yes, do you have an AUSkey?

    If:

    • yes, proceed to the next question/issue in this table.
    • no, an AUSkey is essential for using PLS. 

    See also:

     

    Are you using Cloud (hosted) software, or Cloud AUTH (‘Cloud Authorisation’ which uses the Digital Service Provider’s AUSkey) and if yes, have you advised the ATO of your software ID?

    If you need assistance to determine if you are using Cloud or Cloud AUTH we recommend you contact your IT support or Digital Service Provider.

    If:

    • yes, log on to Access Manager (AUSkey required) and select 'My hosted software services'
      • follow the instructions to nominate a provider, or 
      • if required, call 1300 852 232. You will need to provide the Software provider name or their ABN, and Software ID.
       
    • no, proceed to the next question/issue in this table.
     

    Is your AUSkey registered under the same ABN as the recorded with the Tax Practitioner Board?

    If:

    • yes, proceed to the next question/issue in this table
    • no, or unsure, check with the Tax Practitioner Board that the ABN used for your AUSkey registration is the same as the ABN used for the Tax Practitioner Board registration.
     

    Do you have multiple AUSkeys or have previous (no longer valid) AUSkeys?

    If:

    • yes, log into AUSkey Manager to check which AUSkey your software is using for the lodgment. Ensure you check for the most recent date, as the most recent is not always at the top of the list.
    • no, proceed to the next question/issue in this table.
     

    Is the AUSkey aligned correctly?

    Note: Your software would have prompted you to do this when you set up PLS.

     

    If:

    • yes, proceed to the next question/issue in this table
    • no, or unsure – contact your IT support, or call the AUSkey helpdesk on 1300 287 539 for assistance on how to find the Keystore.
     

    AUSkeys now have an expiration date so is your AUSkey is current?

    If:

    • yes, proceed to the next question/issue in this table
    • no, or unsure, log into AUSkey Manager to check (this can be done by adding two years to the creation date).
     

    Have you checked your Access Manager permissions?

    If:

    • yes, proceed to the next question/issue in this table
    • no, check the 'Access and Permissions' in Access Manager. Ask your Administrator to make any changes if required.
     

    Is your Windows operating system compatible with the software you are using?

    If:

    • yes, proceed to the next question/issue in this table
    • no, SBR (PLS) is not compatible with Windows XP or older.

    Some software requires Windows 8 or newer. 

    Some software requires Windows 7 or newer

    Some software is not compatible with Apple Mac operating system.

    If you have any questions, contact your Digital Service Provider.

    Is your firewall allowing transmissions from the ATO?

    If:

    • yes, proceed to the next question/issue in this table
    • no, sometimes a firewall will stop messages from the ATO which prevents lodgment. You may need to check your firewall settings and if necessary seek assistance from your IT support.
     

    Do your proxy settings allow transmissions from the ATO?

    If:

    • yes, proceed to the next question/issue in this table
    • no, check your proxy settings (this is a program or a server which sits in between your computer and other computers. Proxy servers are mainly used for security by hiding the IP address) and if necessary seek assistance from your IT support.
     

    Does your virus protection allow transmissions to and from the ATO?

    If:

    • yes, proceed to the next question/issue in this table
    • no, check your virus protection settings or ask your IT support for assistance.
     

    Do you use a NAS or Linux server?

     

    If:

    • yes, some software and NAS and Linux servers are incompatible and we recommend you contact your Digital Service Provider to discuss.
    • no, proceed to the next question/issue in this table. 
     

    Is the time on your computer or server correct?

    Lodgment is prevented via PLS if the time on your computer doesn’t match the time according to the ATO, taking into account time differences for states/territories.

    If:

    • yes, contact your IT support or the ATO for further assistance if this table has not been able to resolve your issue
    • no, advise the agent they will need to adjust their time settings.
     
    Last modified: 21 Sep 2018QC 49409