"Unexpected system error" when accessing Activity Statement Obligations homepage
This support note applies to:
- AE Tax Series 6 & 8 (AU)
- AE Tax (AU)
- AO Tax (AU)
In MYOB Tax 2018.1, you will see the - Unexpected System error when accessing the Activity Statement Obligations homepage.
This happens if you have duplicate ABN/TFN in the AE/AO.
To fix the issue, you need to run a SQL script.
MYOB INTERNAL STAFF ONLY
Insert PR# 161688378328
- Where the EV log error is... Activity Statement Obligations - LoadGridCallback-Violation of PRIMARY KEY constraint 'PK_#BE9762E_C0312216B2F726A2'. Cannot insert duplicate key in object 'dbo.@obligations'.
The duplicate key value is (###########) - Where # is BAS DIN number...
1. Logon to SQL SMSS and navigate to PM db>TaxSbrSender_ActivityStatementObligationTracking table, filtering by DIN quoted in EV log
DIN, ABN, TFN must be a unique identifier, two BAS with same DIN will cause this issue
if one row appears, DIN duplication is not likely to be the cause
2. Ensure no ABN, TFN duplicates in main, extras, addresses tabs of taxpayer affected
3. Duplicate responsibilities or any field of ASO field chooser will also cause this issue, inactive employees assigned as well.
- Where EV log error is... Activity Statement Obligations - LoadGridCallback-Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding.System.ExceptionTimeout expired.
1. Determine if issue is random, intermittent or constant. Support needs to detail 5 Ws, compare performance on workstations to SQL server, noting time to load or generate error between machines
2. With this information Contact PS, they may require walkup raised.
PC 00288781
PS agent should consider dbcc FREEPROCCACHE sql script and https://arlive.atlassian.net/browse/PRCTAX-1810#icft=PRCTAX-1810 tests