Troubleshooting, fixing errors and guides to common processes.
Looking for release notes and how to upgrade to the latest version? See the help centre.
In this section
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"Backup file could not be created" message -
"Clock program does not exist" and "Results file was not created" messages when polling bundy clocks -
"Could not download MSI information. Problem: there are no available timesheets on the website to download" message -
"Earnings not liable for earner levy" appearing on an IR348 report (New Zealand) -
"Employee is terminated" message when adding an employee in a one-off pay (New Zealand) -
"Error 2091" message regarding userlock.dbf or eventlog.dbf files -
"Failed to get archived directory" message occurring while upgrading software online -
"Tax Holiday Pay" setting defaulting to "Tax Separately" (New Zealand) -
"There is more than one user logged into Payroll" when logging in -
"This Year Accrued To" date affecting holiday accrual in EXO Payroll (New Zealand) -
"Unable to Connect" message on using "Get Software Identifier" or making Single Touch Payroll (STP) submission (Australia) -
Accessing help in EXO Employee Services -
Accessing product user guides -
Accessing the setup cycle -
Accrued leave is twice the expected value (New Zealand) -
Accruing leave using the Percentage Entitlement Only method (New Zealand) -
Accruing leave using the permanent part-time/pro-rata holiday pay method (New Zealand) -
Activating payroll giving (New Zealand) -
Activating tabs when adding a new employee -
Adding a new company -
Adding a public holiday date for use in a statutory holiday group -
Adding a reducing balance deduction to EXO Payroll (New Zealand) -
Adding a student loan special deduction rate (New Zealand) -
Adding a test company -
Adding additional employee superannuation deductions in EXO Payroll (New Zealand) -
Adding an exception to days in EXO Time and Attendance -
Adding an SLBOR deduction (New Zealand) -
Adding an SLCIR deduction (New Zealand) -
Adding the Queen's Memorial public holiday - September 2022 - Australia -
Adding the Queen's Memorial public holiday - September 2022 - New Zealand -
Adjusting a casual's holiday pay in the current pay (New Zealand) -
Altering an employee's tax code as specified by IRD (New Zealand) -
Alternative leave balances report not showing correct values (New Zealand) -
Alternative leave day not being applied to employees who worked on a public holiday (New Zealand) -
Alternative leave report not matching employee records (New Zealand) -
Amounts are not as expected when paying sick leave, public holiday, alternative leave or bereavement leave (New Zealand) -
Annual leave not calculating (Australia) -
Applying user-definable shift leave (New Zealand) -
Archiving existing companies -
Average daily pay rate calculation for the relevant daily pay rate method (New Zealand) -
Backing up and restoring your data -
Blank print preview page when printing PDF reports from MyStaffInfo in Google Chrome -
BundyPlus G6 time clock documents and manuals (2011 version) -
BundyPlus G6 time clock documents and manuals (2015 version) -
Calculating the ESCT rate for superannuation contributions (New Zealand) -
Can't change an incorrect hourly rate assigned to a wage line (New Zealand) -
Cannot poll BundyPlus time clock from a new computer -
Cashing out up to 1 week of an employee's holiday pay (New Zealand) -
Change in taxation for future dated (or paid in advance) holiday pay (New Zealand) -
Changes to employee termination payments made in the 2012/2013 financial year (Australia) -
Changing a company name -
Changing an employee's name on their payslip -
Changing employee setup for accruing rostered days off (Australia) -
Changing EXO Payroll to use a company anniversary date (New Zealand) -
Changing from one company to another -
Changing general ledger codes (Australia) -
Changing holiday pay units from days to hours (New Zealand) -
Changing the default backup path -
Changing the hourly rate for a new employee (New Zealand) -
Checking and correcting annual leave balances (Australia) -
Checking your software version -
Checksum error message -
Child support doesn't show on IRD reports (IR345, IR346) but appears in normal reports (New Zealand) -
Comparing total and termination amounts in the holiday pay report (New Zealand) -
Compliance release 2013–2014 (Australia) -
Compliance release (Australia) -
Configuring and troubleshooting the email payslips wizard in EXO Payroll (New Zealand) -
Copying EXO Employer Services software to a new computer -
Correcting a pay with incorrect dates -
Correcting an incorrect pay (New Zealand) -
Correcting an open pay that has incorrect figures (New Zealand) -
Correcting an updated or closed pay that contains incorrect figures in EXO Payroll (New Zealand) -
Creating a direct credit transfer file (New Zealand) -
Creating a new exception in EXO Time and Attendance -
Creating a payment summaries report for your employees (Australia) -
Creating a payment summary report to send to the ATO (Australia) -
Creating an allowance to pay a percentage of an employee's ordinary rate (New Zealand) -
Creating and processing a child support deduction in EXO Payroll (New Zealand) -
Creating IR348 report to file but information is appearing on the screen instead (New Zealand) -
Crediting back leave using pays in EXO Payroll (New Zealand) -
Daylight saving and TR3 timeclocks -
Daylight saving impacting wages in EXO Payroll (New Zealand) -
Days paid/hours paid (New Zealand) -
Dealing with an IRD arrears deduction in EXO Payroll (New Zealand) -
Dealing with holiday pay entitlements when an employee's work pattern changes (New Zealand) -
Details regarding backup options -
Difference in figures between IRD reports and other reports (New Zealand) -
Displaying your client ID onscreen -
Doing a year to date loading including Kiwisaver contributions for the employee's financial year (New Zealand) -
Domestic violence leave (DVL): Legislated changes from 1 April 2019 (New Zealand) -
Downloading leave requests -
Duplicate lines appearing in both general ledger and trial balance reports -
Earnings for an employee with STC tax code appearing under "Earnings not liable for earner levy" on IR348 report (New Zealand) -
Emailed payslips have missing information or can't be opened -
Employee bank details missing from a pay -
Employee Kiwisaver contributions appearing as underpaid (New Zealand) -
Employer superannuation contribution deduction isn't appearing in reports (New Zealand) -
End of financial year checklist for EXO Payroll (Australia) -
Ensuring allowances apply to Kiwisaver correctly (New Zealand) -
Ensuring daylight saving is correct for BundyPlus clocks -
Entering an annual entitlement of over 365 hours for an employee (New Zealand) -
Error 3: "Could not connect to server" -
Error 3: "File is in use" -
Error 10: Syntax error when logging in -
Error 11: "Function, Argument, Type or Count is invalid" -
Error 15: "xxxx is not a table/dbf" -
Error 39: Numeric overflow when dealing with lieu hours (Australia) -
Error 41: "Memo file is missing or invalid" -
Error 107: "Operator/Operand Type Mismatch -
Error 107: "Operator/Operand Type Mismatch" -
Error 109: "Record is in use by another user" -
Error 114: "Index does not match the table" (New Zealand) -
Error 125: "Printer is not ready" -
Error 202: "Invalid path or file name" -
Error 230: "Array Dimensions Are Invalid" -
Error 1098: "R&R Reportwriter abnormal viewer termination" (New Zealand) -
Error 1234: "Subscript is outside defined range" -
Error 1426: "OLE error code" -
Error 1429: "OLE iDispatch exception" -
Error 1520: "No database is open or set as the current database" -
Error 1542: "Base table fields have been changed and no longer match view fields" -
Error 1705: "File access is denied" -
Error 1705: "File access is denied" for an EVENTLOG file -
Error 1707 occurring after saving registration files to MYOB EXO Employer Services software directory -
Error 1732: "Data type is invalid for this property" -
Error 1734 -
Error 1734 or error 1925 occurring after deleting a module in the registration screen -
Error 1734: "A problem has occurred" -
Error 1734: "Property HP_METHOD is not found" (Australia) -
Error 1805: "SQL Column – Too many queries" -
Error 1806: "SQL Column is not found" -
Error 1915: "Collating sequence 'pinyin' is not found" -
Error 1924: "Load document is not object" -
Error 1924: "TOPAYENTITY is not an object" (Australia) -
Error 1925: "Variable LTSDIARY cannot be found" -
Error 1957: "Error accessing printer spooler" -
Error 1958: "Error loading printer driver" -
Error 2091: "xxxx has become corrupted" -
Error 2091: "xxxx has become corrupted" regarding the ttaudit.dbf file -
Error: "0x80040154 – Class Not Registered OLE" -
Error: "A new version of this installation is on the server. Please re-download this installation" -
Error: "aerrorstack" -
Error: "Code 401" occurs when using the "Get Software Identifier" button for Single Touch Payroll (STP) (Australia) -
Error: "Costcentre integrity problem. Press any key and Reindex" -
Error: "Fatal error: Exception code=C0000006" -
Error: "File access is denied" when creating an IR file (New Zealand) -
Error: "Printer not activated -30" -
Error: "Printer not ready" -
Error: "Program Error – UNC Path Network Sharing" -
Error: "R&R Xbase Cannot open file" -
Error: "The directory that you have specified does not exist" -
Error: "Unable to generate Pdf converter" -
Errors appearing in summary report when emailing payslips (New Zealand) -
ETP section of the Termination Wizard in EXO Payroll (Australia) -
EXO Employer Services legacy products -
Exporting an employee's holiday pay earnings information from EXO Payroll (New Zealand) -
Extra taxing lump sump payments (New Zealand) -
Finding the company number and version of MyStaffInfo -
Fixing an error 56 -
Fixing an error 2066 message -
Fixing error 108 -
Fixing the "Error 12" message -
Fixing the message "Cannot update the cursor" -
Fixing the wrong date in Pay Period Times (Step 4 of the time cycle) -
General information about ACC earner levy (New Zealand) -
Getting a "Net pay must be equal to how paid" message when saving from the "How Paid" screen -
Getting a "The version of MYOB software you are running is not compatible with your data" message -
Getting an error 1300 when printing reports -
Getting historic leave details from holiday pay/annual leave reports -
Getting the direct credit file for ASB to have the correct account suffix (New Zealand) -
Getting Westpac to accept a direct credit file (New Zealand) -
Global loading for allowances and deductions (New Zealand) -
Grossing up net bonus amounts in EXO Payroll (New Zealand) -
Holiday pay "Weeks" details not appearing on a custom payslip report (New Zealand) -
Holiday pay accrual not increasing after current pays are updated (New Zealand) -
Holiday pay accruals showing the same figures on consecutive payslips (New Zealand) -
Holiday pay appears incorrect after adding an employee due to the "This Year Accrued To" date (New Zealand) -
Impact of payroll giving tax credits on some reports (New Zealand) -
Important information regarding Kiwisaver employer contributions as part of employee gross earnings (New Zealand) -
Importing multiple times import files into EXO Payroll (New Zealand) -
Importing pay data from a file -
Incorrect holiday pay amount when using the 4 week average calculation -
Incorrect hours being paid for public holidays in EXO Time and Attendance (New Zealand) -
Incorrect or duplicated pay information after doing multiple reports -
Information about SuperStream -
Information about the MyStaffInfo company number -
Information regarding consolidated reports (New Zealand) -
Installing and accessing EXO Clarity report writer -
Installing and registering EXO Employer Services -
Installing EXO Employer Services software on a new computer -
Installing or upgrading the public holiday loader (New Zealand) -
Interpreting the holiday pay employee audit notes in the payroll audit report (New Zealand) -
Investigating general ledger report discrepancies -
IR348 file not being generated for transmitting to IRD (New Zealand) -
IR348 report's monthly and annual totals do not match each other or other payroll reports (New Zealand) -
IRD website rejects an IR348 file (New Zealand) -
IRD's PAYE figure appearing as different from EXO Payroll's deductions (New Zealand) -
Kiwisaver contributions holiday (New Zealand) -
Kiwisaver employer contribution figures not matching the employer tax credit figures on the IR345 report (New Zealand) -
Leave accrual and amount calculations for days/hours setup (New Zealand) -
Leave accrual and payment for employee on ACC (New Zealand) -
Legislated changes to long service leave in Victoria from 1 November 2018 (Australia) -
Lieu time accruing incorrectly (Australia) -
Limitations of the back pay calculator (New Zealand) -
Loading an employee's year to date information for the financial year (New Zealand) -
Loading reportable fringe benefit amounts (Australia) -
Loading year-to-date information for annual leave calculations (New Zealand) -
Long service leave amount not showing in leave management screen when doing a termination pay (Australia) -
Long service leave entitlements (Australia) -
Making payments to a private superannuation scheme -
Managing mandatory closedowns in EXO Payroll (New Zealand) -
Manually polling times for a Bundy clock into EXO Time and Attendance -
Manually polling times for TR2 or TR3 clocks -
Manually recording alternative leave accrual in EXO Payroll (New Zealand) -
Manually upgrading Exo Employer Services - AU -
Manually upgrading Exo Employer Services - NZ -
Maximum earnings base introduced in EXO Payroll 2011 compliance release (Australia) -
MYOB Enterprise clients and SuperChoice (Australia) -
MyStaffInfo end of life is in November 2025 -
MyStaffInfo is unavailable after being installed -
MyStaffInfo stopping on step 4 of synchronisation due to invalid character -
MyStaffInfo synchronisation process failing at step 4 -
MyStaffInfo synchronisation process failing on Step 1 due to changes in environment -
MyStaffInfo system overview and FAQ -
One-off termination pay calculation doesn't show earnings from an open current pay (New Zealand) -
Opening the reduce salary screen (New Zealand) -
Opting out of Kiwisaver (New Zealand) -
Overtime details on the statistics return report (New Zealand) -
Packing tables to remove deleted records -
Paid family and domestic violence leave - Australia -
Pay summary report not showing both salary and wages figures for an employee (Australia) -
PAYE is higher than expected when processing a pay for multiple pay periods (New Zealand) -
PAYG to BAS report not balancing with the trial balance (Australia) -
Paying ACC First Week (New Zealand) -
Payroll companies are missing or contain old information after installing an upgrade -
Payslip note only showing part of the information entered -
Payslip report file overwriting the existing file when uploaded to MyStaffInfo -
Payslip report not printing all employees -
Payslips sent by email not being received by employees -
Performing a backup -
Performing a force upgrade -
Performing a force upgrade by specifying a previous version number -
Polling a time clock and the progress bar goes beyond 100% -
Portable (USB) time clock documents and manuals -
Posted days still visible in Maintain Times -
Preventing error 36 when printing reports -
Problem posting general ledger data from EXO Payroll to EXO Business -
Processing "Catch-up" pays in EXO Time and Attendance -
Processing a holiday day using a daily rule in Time and Attendance -
Processing a non-cash benefit (Australia) -
Processing a redundancy or a retirement payment (New Zealand) -
Processing a termination pay (Australia) -
Processing a termination payment (New Zealand) -
Processing holiday pay entitlement in weeks (New Zealand) -
Processing one-off pay times in EXO Time and Attendance (New Zealand) -
Processing paid parental leave in EXO Payroll (Australia) -
Processing parental leave (New Zealand) -
Processing payroll giving deductions (New Zealand) -
Processing schedular payments (formerly withholding payments) (New Zealand) -
Processing time-in-lieu in EXO Payroll (New Zealand) -
Rates in holiday pay report showing higher or lower than expected (New Zealand) -
Receiving a prompt to register even though registration isn't due -
Recreating the administrator user account -
Recurring upgrade message when opening software -
Reduce salary figures are incorrect when paying leave (New Zealand) -
Refunding Kiwisaver contributions to an employee after opting out (New Zealand) -
Registering fingerprints on a 2011 version Bundy timeclock and sending the fingerprints to another 2011 version Bundy timeclock -
Registering MYOB EXO Employer Services -
Registering MYOB EXO Remote Timesheet -
Reinstating an employee (Australia) -
Reinstating an employee in EXO Payroll (New Zealand) -
Release notes for EXO Employer Services upgrade (Australia) -
Release notes for EXO Employer Services upgrade (New Zealand) -
Relevant hourly rate methods (New Zealand) -
Reminder messages showing incorrectly under other employees -
Reporting from EXO Payroll -
Reporting in terminated employees -
Reporting on multiple selection ranges not showing results -
Reports generated to PDF file not responding -
Resetting a password -
Resetting the pay dates for a current open pay -
Resolving errors after an upgrade in a terminal server environment -
Restoring a backup -
Reversing incorrectly assigned alternative leave in a pay (New Zealand) -
Reversing leave that has been paid incorrectly -
Rostered days off for employees with varying hours (Australia) -
Rounding groups in EXO Time & Attendance -
Running a file reindex -
Running a file reindex not creating views for EXO Clarity when the install folder has spaces in its name -
Running a Telnet command for a time clock -
Running a telnet command to check communication with a timeclock -
Running leave reports for a historic date -
Running the network.exe file -
Salary and wages figures not appearing on payroll tax report (Australia) -
Saved printer no longer appears in report runs -
Sending bell times to TR2 and TR3 timeclocks -
Setting a staff member's permissions in MyStaffInfo -
Setting up a Kiwisaver group when no employer contribution is being made (New Zealand) -
Setting up a new pay rate type (New Zealand) -
Setting up a non-cash benefit item in EXO Payroll (Australia) -
Setting up allowances (New Zealand) -
Setting up an allowance in EXO Time and Attendance -
Setting up an employee for the paid parental leave scheme (Australia) -
Setting up an employer additional superannuation contribution (Australia) -
Setting up and applying user-definable other leave (New Zealand) -
Setting up BundyPlus time clocks to sound a bell at specific times -
Setting up contractors on withholding tax without leave entitlements (New Zealand) -
Setting up EXO Payroll to use single touch payroll with a proxy server (Australia) -
Setting up holiday pay when changing an employee from casual to permanent (New Zealand) -
Setting up import time transactions -
Setting up KiwiSaver groups (New Zealand) -
Setting up Kiwisaver groups when no employee contribution is being made (New Zealand) -
Setting up mapped network drives -
Setting up notifications and password change details on MyStaffInfo -
Setting up payroll giving deductions (New Zealand) -
Setting up payroll giving donee organisations (New Zealand) -
Setting up proportional costing in EXO Payroll -
Setting up reportable employer superannuation contributions (Australia) -
Setting up salary sacrifice (Australia) -
Setting up step 1 of a daily rule -
Setting up step 2 of a daily rule -
Setting up step 3 of a daily rule -
Setting up step 4 of a daily rule -
Setting up superannuation deductions in EXO Payroll (New Zealand) -
Setting up the "Daily Rate Limits by Time" section of a daily rule -
Setting up the final step of a daily rule -
Setting up timesheets and batches in MyStaffInfo management console -
Setting up timesheets on the MyStaffInfo website -
Setting up user access levels -
Setting up user-definable shift leave (New Zealand) -
Showing an amount when paying sick leave to a salaried employee (New Zealand) -
Software versions not updated after upgrade -
Special application back pay calculator messages (New Zealand) -
Stopping holiday pay from being taxed separately when a pay is created (New Zealand) -
Stopping the message "HPENT does not match Current Year Gross" when trying to process a termination pay (New Zealand) -
STP Phase 2 Customer Guide - AU -
STP submission fails with error: "CMN.ATO.GEN.OK" (Australia) -
Student loan amount not being calculated (New Zealand) -
Summary of new features in 2014 compliance release (New Zealand) -
Summary of tax and Kiwisaver changes in EXO Payroll for 2012 financial year (New Zealand) -
Summary of tax changes in EXO Payrol for the 2014 financial year (New Zealand) -
Superannuation appearing in non-cash benefits (Australia) -
Support options for EXO Employer Services (New Zealand) -
Support plan terms and conditions and other assistance options (New Zealand) -
Synchronising MyStaffInfo and a message "Could not download MyStaffInfo information" appears -
Synchronising MyStaffInfo and message "The operation timed out" appears -
System requirements for MYOB EXO Employer Services -
Taxation of termination payments (Australia) -
Terminated employee appearing in a current pay after processing a termination one-off pay in EXO Payroll (New Zealand) -
Terminating a casual employee (New Zealand) -
Text is hard to read in some program screens -
Timeclock polling errors and suggested solutions -
Times not appearing due to incorrect company card prefix setting -
TR2 and TR3 time clock documents and manuals -
Transferring data from MYOB PowerPay to MYOB Exo Payroll -
Troubleshooting BundyPlus G6 and G8 time clocks -
Trying to restore a backup results in message: "Restoring a backup could cause problems with existing information" -
Unable to access a menu or toolbar item -
Unable to access payslip report when viewing payslips from within pays (New Zealand) -
Unable to post a pay period from EXO Time and Attendance to EXO Payroll -
Understanding single touch payroll (Australia) -
Understanding the "Adjust by Last Pay" option -
Understanding the higher rate setting for an ordinary daily rate in a holiday pay (New Zealand) -
Understanding the Ordinary Daily Rate field in an employee's holiday pay -
Understanding the permanent part time method (New Zealand) -
Updating an employee's incorrect details in a standard pay -
Upgrading EXO Employer Services online -
Upgrading EXO Employer Services software online -
Upgrading MyStaffInfo -
Upgrading Windows 10 when using EXO Employer Services -
Using a due back date (New Zealand) -
Using Excel to create reports from EXO Payroll -
Using EXO Payroll while working from home -
Using quick keys in EXO Payroll -
Using the "Destination: Distribution" option in the payslip custom report -
Using the back pay calculator (New Zealand) -
Using the permanent part-time method (New Zealand) -
Version numbers not changing after an upgrade -
What to do if an employee is on unpaid leave (New Zealand) -
What to do when receiving the message "Cannot locate the Microsoft Visual Foxpro Support Library" -
Whitepaper—EXO Business payroll integration -
Zero PAYG being calculated (Australia) -
Manually installing an STP security certificate -
Inland Revenue validation changes (October 2025)