Error ‘Something went wrong’, when trying to open GovConnect

Legacy KB ID: 5704

Question

I’m getting the error ‘Something went wrong’ when trying to open my Reckon GovConnect Portal.


Applies to:

Reckon Govconnect STP portal

Answer

The common cause for this error is that if the cookies are being blocked by your browser and/or internet security for https://stp.reckon.com AND https://stp-api.reckonapi.com

Allow the cookies for the https://stp.reckon.com AND https://stp-api.reckonapi.com on your browser on firewall applications

Detailed steps.

Chrome:

1. Go to Customise and control Google Chrome menu from the top right corner

2. Select settings.

3. Scroll to the bottom of the page and select Advanced.

4. Select ‘Content Settings’ from Privacy and Security.

5. Go to Cookies and select Allow sites to save and read cookie data (recommended).

Internet Explorer:

1. Go to the Tools menu on the top right corner (cogwheel icon), selectInternet Options.

2. Go to the Privacy tab.

3. From the Settings section of the tab, click Advanced.

4. Select the checkbox for Always allow session cookies

Safari:

1. Go to Safariand thenPreferences.

2. Select theSecurityoption (padlock icon).

3. Select the radio button under theAccept Cookies toAlways.

4. Click OK and close the Preferences dialogue to apply changes.

Firefox.

1. Go to the Firefox and select open menu from the top right corner.

2. Go to Privacy and Security menu from right bar.

3. Go to Cookies and Site Data section.

4. Select Accept cooking and site data from websites radio button.

Antivirus and Firewall:

Please refer the product documentation or refer to your IT on help with configuring your antivirus/firewall settings to allow the cookies from the sites

https://stp.reckon.com and

https://stp-api.reckonapi.com

Additional information:

If you are using IPA Books+. And above does not resolve the issue. It is likely that you may not have shared the GovConnect STP correctly with the user who is getting this error.

Apart from sharing the IPA Books+ book, you will also need to Share the GovConnect STP tile with the user if the user needs to lodge the STP file to ATO.

How did we do?

My company’s legal name is long and doesn’t fit in the Legal name field. What can I do?

Registering your software ID to ATO via ATO Access Manager.

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