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Known issue: Payslips and other documents uploaded to MyStaffInfo website cannot be opened in some web browsers

The MYOB Exo "MyStaffInfo" product allows payslips and other reports to be uploaded to a website where employees can view, print, or save them as files. The payslips are sent as password-protected (ie encrypted) PDF files.

Security at the website was upgraded on 11 Feb 14. Since then, employees using some older web-browser versions are unable to access payslips and receive an error message.

This document explains the situation and lists options to be able to view the payslips and other reports.

What happens?

At the MyStaffInfo website, employees log on normally then click the "Payslips & Reports" tab at the top of the screen:

  • One or more Payslips will be visible on the Left Hand "Payslips" Panel and other reports will appear in the "Reports" panel.
  • To open the required payslip, click the "Report Date" (which is a link).
  • When opening a payslip, normally a new screen will appear asking for the payslip password. After keying the correct password, the payslip opens.
  • Where this issue exists, the Password screen will not appear. Instead, an error message opens saying "IE cannot display web-page" or "Unable to download from" (or something similar).

February's website security upgrade added settings that restrict a PC's ability to retain confidential information (that could potentially be accessed by a later user). Some older web-browsers are not compatible with these settings and will display an error: 

  • Several clients using the "64 bit" version of Microsoft Internet Explorer 8 have reported the issue. Other browsers might also be affected.
  • The issue relates to older browsers and is outside of MYOB's control. We have provided some resolutions below.

What to do to view payslips and other reports

The best and simplest answer is to use an alternative web-browser. Try a later version of Microsoft Internet Explorer, or perhaps Google Chrome or Firefox. Later versions of most web-browsers should work.

Microsoft explain the issue at their Knowledgebase in an article called "Internet Explorer file downloads over SSL do not work with the cache control headers".


The Microsoft article covers editing the Registry on affected PC's. This is not a process that MYOB can assist with and should be done by a member of your IT Department. Making changes to the Registry can lead to other problems.

Need more help? You can open the online help by pressing F1 on your keyboard while in your software.

You can also find more help resources on the MYOB Exo Employer Services Education Centre for Australia or New Zealand.

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