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Fixing employee sync errors

Employee sync errors show up at the bottom of the employee screen when there's a problem with the integration between MYOB Advanced Workforce Management and your payroll software (often MYOB Advanced Payroll or PayGlobal). Normally this means one system isn't automatically updating the other.

You'll see sync errors on the employee screen.

If you find one of these errors, either follow this guide to resolve it yourself or contact your How do I get technical support?.

Finding employee sync errors and re-syncing

If you see one employee sync error, run the employee sync report to see if any other employees are affected.

  1. Go to the Management > Reporting > Employee page.

  2. Click the Employee Sync report. The report will open with a list of employees and errors.

  3. Review the Sync Issue and Last Successful Sync columns for information about the error.

  4. Once you've fixed any errors, click Sync in the Actions column to sync the systems again and check if you've been successful.

Fixing employee sync errors

Sync errors are usually encountered and resolved during the setup of integration. If you're not sure what to do, don't hesitate to contact your How do I get technical support?.

Cannot read properties of null (reading 'externalReference')

Error indicates that this company is configured for Advanced Employee Onboarding (Standalone onboarding), but the software has attempted to sync an employee for some reason after they were created.

Standalone onboarding companies cannot send updates for employees through to Payroll. Once onboarded employee maintenance should be done in the linked payroll product.

If full Advanced Workforce Management is required, or you have full Advanced Workforce Management please get in touch with your support partner so they can look into this for you.

Blank error but employee won’t sync.

This can happen if the Employee’s “Primary Location” isn’t in their Location Access list.

Click here for full example screenshot and explanation of Blank error and employee not syncing.

In the below screenshot Alison has her primary location set as “Alison’s Alleyway”.

But their only Location Access is set to “Restaurant”

Because Restaurant can’t see Alison’s Alleyway (since the Alleyway is it’s parent), the sync cannot happen.

image-20240317-232929.png

Alison’s primary location “Alison’s Alleyway” is not part of their access to “Restaurant”, which leads to the error.

For sync to work, Alison will need either:

Her Primary Location changed to Restaurant; or,

Her Location Access updated to “Alison’s Alleyway” so it matches the Primary Location.

Her Location Access updated to “MYOB AU Support Production Demo” since this location is the parent of Alison’s Alleyway.

Cannot read property 'line1' of undefined

This error is caused by a missing or incomplete home address. It is a required field for tax authority (IRD or ATO) reporting.

To fix the error, update the employee's Address Information page with a complete and valid address.

Cannot destructure property 'locationId' of 'undefined' as it is undefined.

Indicates that the Primary Location for the employee has been deleted/no longer exists.

To fix this error go to Employee > Location Access

And selecting the correct Primary Location.

No payroll service for this company

This error means that your site setup isn't finished yet. Contact your How do I get technical support? for help.

502 Bad Gateway

There are a number of different versions of this error message, each with its own resolution.

Inserting \u0027AU Taxation\u0027 record raised at least one error. Please review the errors. TaxFileNumber: This TFN is already used by <EmployeeID> - <LastName>, <FirstName>

This indicates the employee's TFN is already in use in Advanced Payroll, but Advanced Workforce Management is trying to make a new employee record.
Current business rules are that TFN's should always be unique for Employee records created from Workforce Management.

Options are to:

  1. Check the TFN given by the employee is correct. Update it to a unique value if possible.

  2. If they already exist in Advanced Work Force Management & Advanced Payroll under another employee record, please use the existing record, rather than creating a new record.

  3. If they already exist in Advanced Payroll, but not Advanced Work Force Management, contact your support partner to have the "External Reference" and "ExternalID" fields updated to correctly match to Advanced Payroll.

Please note: For these purposes Archived/Terminated employees still exist, and need to be reinstated, not have a duplicate created.
If you're unsure what to do for "TFN is already used" errors please contact your support partner so they can assist you.

The file \u0027/pages/mp/at/mpat5002.aspx\u0027 does not exist...

This means the page listed could not be accessed by the API sync user from Advanced Work Force Management.

To fix this error, check that:

  • your customisation is published (if you are on a version that requires it)

  • you have the correct licenses are available

  • your licenses are assigned to your users in Advanced Payroll

An error occurred during processing of the field Branch value 01 Branch \u002701 \u0027 cannot be found in the system.

This indicates that the API User does not have correct access to the Branch the employee is being created in the linked Advanced Payroll instance. Check the Access Roles/Restriction Groups applied to the API User and make sure they have sufficient access to see the Branch listed in Onboarding Preferences.

An error has occurred. Operation failed An error has occurred. Cannot add or update a child row: a foreign key constraint fails ( ...\u0060.\u0060MPEmployeeDefault\u0060, CONSTRAINT \u0060MPEmployeeDefault_GeneralLedgerPostingClassID_FK\u0060 FOREIGN KEY (\u0060CompanyID\u0060, \u0060GeneralLedgerPostingClassID\u0060)

This means the Employee Class assigned for new employees under Workforce Management Settings (MPAT1010) has no valid "Payroll Posting Class"

Fix this by making sure a valid Payroll Posting Class has been set under the Employee Classes screen (EP202000) in the Payroll Settings tab:

Screenshot showing Employee Classes screen with invalid Payroll Posting Class

Screenshot showing Employee Classes screen with invalid Payroll Posting Class

 

Screenshot showing Employee Classes screen with invalid Payroll Posting Class. If you see a straight number instead of a class name, or this is blank, this indicates a problem.

Inserting \u0027Employee\u0027 record raised at least one error. Please review the errors.\nExpenseAcctID: \u0027Expense Account\u0027 cannot be empty.\nExpenseSubID: \u0027Expense Sub.\u0027 cannot be empty

Make sure the expense accounts & subaccounts against the the Default Employee Class set in Workforce Management Settings (MPAT1010) have all been set under the Employee Classes screen (EP202000) in the General Settings tab.

Super fund details are only required for Australian entities., code:InternalServerError

 This indicates a problem with the Jurisdiction of your Advanced Payroll environment. Please have your support partner confirm that the API User is set to a company/branch that is fully configured for the Australian jurisdiction.

Automatic numbering cannot be performed.

Check the employee numbering sequence defined in Workforce Management Preferences (MPAT1010) then go to Numbering Sequences (CS201010) and make sure the Last Number is at least as high as the last employee entered. (This indicates the next number is already used).

Inserting \u0027Pay Distribution\u0027 record raised at least one error. Please review the errors.\nPayType: Only one Pay distribution row with Balance type is allowed

Report to your support partner for full resolution by MYOB staff with reference CE00028029.

Encountered an error while requesting data from destination product, message: Entity UpdateEmployeeMessage not found , code:NotFound

Make sure that the correct version of the Workforce Management Customisation has been applied. Error implies that the Update from WFM has been rejected because Advanced couldn't give the right response.

If WFM Customisation has already been applied, republish to all tenants, ensuring to tick the option "Execute All Database Scripts (Including Previously Executed)" as this will force the appropriate endpoint back into existence.

An error has occurred. Updating \u0027Default\u0027 record raised at least one error. Please review the errors.\nLevyRateID: \u0027Acc Code\u0027 cannot be empty.\nLevyRateCode: \u0027Code\u0027 cannot be empty.

Please check Employee Class defaults. The case we've seen of this was because the Employee Default against the employees in question had no ACC/Workcover Levy Rate configured.

An error has occurred. Updating \u0027Standard Pay Pay Item\u0027 record raised at least one error. Please review the errors.\nPayItemValue: This employee KiwiSaver deduction rate is not valid. Current valid rates are: 0.03, 0.04, 0.06, 0.08,

 To fix this, in Advanced Payroll in each affected employee's Standard Pay, you need to

  • remove the Kiwisaver Employee (note the rate)

  • re add the Kiwisaver Employee pay item and update the rate

  • save the Standard Pay

In Workforce Management

  • check the Employees Sync Report

  • click on the “sync” for that employee record

It should then synchronize.

An error occurred during processing of the field Name On Account value #NAMEHERE# Provided value does not pass validation rules defined for this field.

Please check the Name of the Bank Account for the employee, it probably includes a special character that doesn't match the requirements for Advanced to receive the name.

Deleting the name completely and typing it again should correct the issue.

Encountered an error while requesting data from destination product, message: An error has occurred. Operation failed. An error has occurred. Lost connection to MySQL server during query, code: InternalServerError.

 Indicates that there was a problem processing the request at a database level. Try again after 5 minutes, if it happens again refer to your support partner for full resolution by MYOB staff with reference CE00030781.

Encountered an error while requesting data from destination product, message: An error has occurred. Operation failed An error has occurred. Sequence contains no matching element, code:InternalServerError

If updating an existing employee record, check if the employee has a "Default Pay Group" assigned in Advanced Payroll. (Must have exactly 1 Default Pay Group)

If creating a new employee record, check that you have a default pay group set up in workforce management settings, and that there isn't a duplicate Pay Group with the same name. (Pay Group names must be unique)

Encountered an error while requesting data from destination product, message: An error has occurred. Operation failed An error has occurred. The Pay Basis code is invalid., code:InternalServerError

If updating an existing employee record, please contact your Support Partner so they can reapply the customization package to your Payroll system.

If creating a new employee record, please contact your Support Partner so they can have an upgrade scheduled for your site.

Encountered an error while requesting data from destination product, message: An error has occurred. Inserting \u0027Employee\u0027 record raised at least one error. Please review the errors.\nPaymentMethodID: \u0027Payment Method\u0027 cannot be empty.\nCashAccountID: Payment Method is missing a Cash Account of the same branch as employee\u0027s (EP0058) branch\nWorkPatternSource: Please ensure that the relevant schedule entries have been created prior to the next pay period., code:InternalServerError

 Check that the Employee Class has been fully configured properly for the employee, this error may indicate payroll configuration hasn't been completed properly.

Encountered an error while requesting data from destination product, message: An error has occurred. Operation failed An error has occurred. Object reference not set to an instance of an object., code:InternalServerError

Error indicates that a value being sent from Workforce Management isn't present in the database dictionary for Advanced.

Have your support partner check that your Advanced Payroll customization for Workforce Management is up to date. Updating the customization to the latest release should fix this error.

Workaround: Figure out what field it is that has a "new" value that is causing the problem. In December 2022 this error usually comes up for Australian customers who have employees with an Employment Status of "Casual".


This has also been seen to happen when an Employee has a Superannuation Pay Item in their Standard Pay without a blank Super fund.

Workaround:

Either clear the superannuation item from the employee's standard pay, or make sure they have a superannuation fund set.

Encountered an error while requesting data from destination product, message: An error has occurred. State \u0027Test\u0027 cannot be found in the system.\nState: State \u0027Test\u0027 cannot be found in the system.

Error encountered when WFM is linked to an Australian instance of Advanced Payroll, but the address entered on the employee is not from Australia. The values in "Town" for New Zealand addresses fail to validate when they reach Payroll.

Encountered an error while requesting data from destination product, message: An error has occurred. An error occurred during processing of the field Account Number value 0123456789 Provided value does not pass validation rules defined for this field., code:InternalServerError

Check the Employee's bank account number, it is failing validation when sent to Advanced.

In particular, for New Zealand the number should be exactly 16 digits long. (BB-bbbb-AAAAAAA-SSS)

In Australia, the number should be exactly 9 digits long. (AAAAAA-SSS)

An error has occurred. Operation failed - Another process has added the \u0027EPEmployee\u0027 record. Your changes will be lost.

Check the Employee Numbering Sequence in Advanced Payroll.

This error usually indicates that the next number for the numbering sequence has already been used. Update the next number to be after the last used employee and try again.

Encountered an error while requesting data from destination product, message: An error has occurred. An error occurred during processing of the field Branch value 10 Branch \u002710\u0027 cannot be found in the system., code:InternalServerError

Error indicates that the employee is not synced in the system because the Branch value being assigned is invalid.

Workaround: In Advanced Payroll's Workforce Management preferences, check the branch associated and update the preferences if required.

Operation failed

 This indicates a problem with the integration that requires further investigation. Please contact your support partner so this can be investigated fully with MYOB. MYOB support reference: CE00037836

400 Bad Request

{"CorrelationId":"b51e7a53-4c3e-4400-ab00-659de65fcaac","Response":"Unable to acquire authentication token to communicate with destination product: invalid_grant invalid_username_or_password"}

Indicates that the integration token is no longer working.

This can be resolved by:

  • In Advanced Payroll,

  • Go to the Payroll preferences screen ( MPPP1100 )

  • Choose the Workforce Management Preferences tab

  • Press the reset button

image-20240410-044824.png

Other 400 Bad Request errors:

If the message includes:

The JSON value could not be converted to

If you have a similar error, try changing the field the error refers to a new value and back, this should allow a correct value to send.

A specific example is:
The JSON value could not be converted to Myob.EnterpriseIntegration.Model.AUTaxZoneRebate. Path: $.taxationAU.zoneRebate

Update 7.7 caused this error in employees who had their tax zone set to None. This was fixed in a later update, but any existing employees with the error need to be fixed manually.

 To fix this error, you need to re-apply the employee's tax zone setting.

  1. Update the employee's Tax Zone to any other value (A, B or S) and save the change.

  2. Change the Tax Zone back to None, and save it again.

Sync Standard Hours failing, cannot read property ‘update’ of null.

The Sync Standard Hours feature on employees' Roster, Time and Attendance page is not used with Advanced Payroll, so will always give this error.

We're going to remove this button in the future, but for now you can safely ignore it.


Employee has not synchronized after update / Message History in Advanced shows “Synchronised” status

If an employee update message isn’t timestamped as being for a newer update than the last update Advanced Payroll was sent, then the update will be marked as “Synchronised” rather than “Processed” by Advanced Payroll. (At a database level, this is controlled by the field UsrMPATUpdateTimestamp ).

This means that Advanced Payroll has ignored the update message, though it’s contents will still be in the Message History for the employee.

This can happen if an Employee is synced but there have been no edits recorded in Advanced Workforce Management.

To update the employee successfully, please edit the employee so the Last Edited time is changed.

Identifying when this has happened

In Advanced Workforce Management:

This is hard to spot in Workforce Management. You need to go into the Employee’s details screen and look at the lower right to see the Last Edited and Last Successful Sync dates:

image-20240408-213508.png

When this is happening, the Last Edited date will be before the Last Successful Sync date.

In Advanced Payroll:
In the Employee Pay Details screen ( MPPP2310 ) under the Message History tab individual lines will show as Synchronised, these updates will not have been processed.

image-20240408-212833.png

This would normally indicate that an update was sent twice from Advanced Workforce Management to Advanced Payroll.



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