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J
joechuah1126
March 15, 2020
Question

Have anyone encountered this error before while lodging STP? I found no solutions online. Error: SBR.GEN.FAULT.UNKNOWNSERVICE, Unknown agency or service.

  • March 15, 2020
  • 2 replies
  • 1 view
It has been working fine in the past and suddenly I'm not able to lodge STP. Why?

2 replies

S
SarahannC
Level 9
March 15, 2020

Hello there, joechuah1126.

 

There are times QuickBooks will not work properly because of the history files are being stored in the browser. Errors may occur in this situation.We can try performing some basic troubleshooting steps to better isolate this one. Here's how:

 

  1. Click the Reload icon or press CTRL + F5 to refresh QuickBooks.
  2. Aside from using the Reload icon, you can use a different browser like Google Chrome, Mozilla, Microsoft Edge, and Safari. Afterward, let's see if you're still getting the error.
  3. You can clear the cache of your previous browser. Alternatively, you can use other compatible browsers in QBO.
  4. Restart the browser. 

 

If the error persists, I would recommend contacting our support team to get rid of this error. Click the Help icon and select Contact us in the pop-up window. Please check here and select the QuickBooks Online section to view the work schedule of our support team.

 

Please let me know how the steps above work for you. If you need anything else, I'm here to help!

B
Bec24
March 15, 2020

Yes Im having the same error message, been fine until this lodgement.

Cant seem to find any answers to the problem

C
ChristieAnn 11
Level 9
March 15, 2020

Hi there, Bec24.

 

I can see how this error have caused delays on your work. If you're still receiving the same problem after following the steps above, I suggest contacting our QuickBooks Support team. They can pull up your account and investigate the cause of this unexpected behavior. Our representatives can help ensure that you will no longer receive the error again.

 

Here's how to contact them:

 

  1. Click on the Help (?) icon.
  2. Select Assistant and enter Contact support in the chat field, and then click the Send icon.
  3. You'll be asked about your concern, and you'll need to enter and send it.
  4. If you can't see any related topics to your issue on what they shared, select No, get me a human.
  5. Then, click Contact Us.
  6. Choose either Callback or Chat.

 

To check the availability of our live experts, please visit this article: QuickBooks Online support hours.

 

For additional information to see the guidelines in using Single Touch Payroll, you can refer to this article: Single Touch Payroll guide. This article also provides the on how to lodge finalisation events.

 

Please check this article on how to fix different errors issues when getting started with Single Touch Payroll: Single Touch Payroll - Troubleshooting errors.

 

Don't hesitate to post again here in QuickBooks Community. I'm always here to help you.

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