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Ilda49's avatar
Ilda49
Contributing Cover User
3 months ago

UNABLE TO OPEN COMPANY FILE

I have two files which have been upgraded from an original MYOB 16/17 programme. I then upgraded these files to AccountRight Standard.

 

I have since upgraded again to Accountright Plus current version.

 

Last time I recconciled these accounts was in Dec 2023, went to reconcile in January 2024 and nothing, the two files will not open, I can't get past the sign in page, it just shuts down.

 

I have sent emails to Support, however, I have had no joy. 

 

Today (4/3/2024) I was told that I would receive a telephone call from MYOB Support and I'm still waiting - it's been 3 hours!

 

I need to get these files open. Can anyone help?

4 Replies

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  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    3 months ago

    Hi Ilda49, 


    I appreciate your post and apologize for any inconvenience you've experienced with our support. If your issue is still unresolved, we're here to assist you further.

     

    You can provide us with more information, such as a diagnostic log, to help us understand your concern better. Here's how you can find your diagnostic log:

    1. Open your Start Menu.
    2. Type: %localappdata%.
    3. Open the %localappdata% folder.
    4. Open the MYOB Folder.
    5. Open the AccountRight Folder.
    6. Open the Version folder (E.g: 2018.4). Note: AccountRight 2021.1 or later versions will show as Current.
    7. Open the Diagnostics Folder.

    Please feel free to share any information related to your concern. 

     

    Thanks,
    Genreve

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    3 months ago

    Hi Ilda49, 

     

    I hope this message finds you well. I'm just touching base regarding your file access error message. If you require further help, you can send us a copy of your diagnostic log file so we can investigate the cause of the error message. 

     

    We look forward to your response.

     

    Thanks,
    Genreve

    • Ilda49's avatar
      Ilda49
      Contributing Cover User
      3 months ago

      All good, was able to down load the "Data Hot Fix" which fixed the problem.

       

      Thank you.

       

       

      • Genreve_S's avatar
        Genreve_S
        MYOB Moderator
        3 months ago

        Hi Ilda49, 

         

        Thanks for the response. We appreciate the update. 

         

        Feel free to post again in the forum if you require any other help.

         

        Thanks,
        Genreve