Support

Below are the most common Single Touch sending errors you might receive:

Failed to collect Authentication Token:

If you are receiving this error, you will need to check the following:

• Check the credential dropdown, for any other credentials for the same ABN.
• Make sure your computer's time, date and timezone are exactly correct, to the minute.
• Check that you are connected to the internet. Security software may be preventing Lightning Payroll from accessing your computer's internet connection. To test LP's internet connection go into Tools >> Licence Assistant and you should see an Online Licence Install window. If you do, LP is connected and you may close the Licence Assistant. If instead you see a Local Licence Install window then you will need to configure, update and potentially disable your security software and try again as it is preventing LP from connecting to the internet.
• Check that there are no errors displayed on the ATO machine credential server page.
• Ensure your Machine Credential is not revoked or expired (when you select it from the Credential drop down under 'Submit Single Touch', it should say VALID on the right hand side, and have a decent expiry date). Even if it does say valid it may still be revoked on the ATO's servers. If your credential has expired, you will need to renew it. If it has been revoked you will need to make a new credential.
• If you are are sending with proxy enabled under Settings >> Proxy try sending STP without proxy being enabled. Many users no longer need proxy enabled if it is preventing STP from sending.
• If your error log says 'LookupError: unknown encoding: idna' your program is not installed correctly. Please reboot your pc and reinstall using the free trial links at our homepage.

Once you have checked all the above, please try resubmitting. If you still receive the same error, please login to the ATO Relationship Authorisation Manager and contact our support team so they can help you investigate the status of your credential.

Lightning Payroll freezes after clicking 'Submit to the ATO' (Windows users):

If this issue is occuring, please do the following:

• Close Lightning Payroll.
• Right click on the Lightning Payroll desktop shortcut and select Properties.
• Click on the Compatibility tab.
• Make sure run in compatibility mode is unticked.
• Click Apply and then OK.
• Reopen Lightning Payroll and try submitting again.