Hi JoanEllen
Sorry I am not a MYOB employee, just a forum user like yourself - trying to help.
I note from your screenshot you seem to be using the Server Edition (see Help > About AccountRight to confirm).
Using the server edition seems to have its own issues. If you are the only user, consider using the normal desktop version.
The main difference between the 2 is the normal desktop version uses your Documents/MYOB/My AccountRight Files folder for your Library, the Server edition uses the Public Documents/MYOB/My AccountRight Files folder for your Library folder as it is a shared location. The Server Edition also allows you to change the location of your Library.
If you have modified the default library location using the Server Edition, I have heard of a problem during a version update where MYOB would switch you back to the default library location. Because the user left a copy of their file in that original location and did not rename it, after the upgrade the user opened the file from the original default location, not realising he was opening up an old copy of the file. Transacitons were missing, reconciliaitons were not up to date etc. Not sure if this is what is happening in your case.
In your other posts, you also wrote:
I found out today that after our datafile had upgraded, MYOB creates a duplicate copy of the old datafile in the same area in MyLibrary
What is meant to happen is MYOB makes a copy of your file before upgrade. If your file is called MyCompanyFile.myox, MYOB always renames this as MyCompanyFile (Old v2023.1).myox and the upgraded file is called MyCompanyFile.myox. This is a precaution in case the upgrade corrupts your file - you do not and should not open that precautionary copy.
MYOB cannot produce a file from the previous day, not unless you have this saved somewhere.
Just a suggestion, do a search on your computer for every file called Just Cleaning (Queensland) Pty. Ltd. ATF.myox - if there are more than one - rename those extra copies to avoid using them. Do same with other file. You should only ever have one file with that filename.
Also review your procedure and ensure you understand backup and restore. I once had a client who did not understand how MYOB worked. At the end of each day he would create a backup. First thing the next day he would restore that backup and use it, thinking this is what he had to do. Restoring backups should only be done for specific purposes and these should always be identified by that purpose in their filename.
Regards
Gavin
Thank you so much for your help Gavin. I didn't realise you weren't an employee.
I'll have to lodge an official complaint with MYOB about this then, but thanks so much on the possible issues with MYOB as a server edition. My computer used to be part of the office network years ago but I just work from home now so we no longer need the server edition. Can we just migrate from server edition to desktop - and is there a cost involved? Or would we have to pay outright for AccountRight desktop version? My boss wouldn't be happy though with paying out for a new version of MYOB without the underlying cause being properly investigated.
The problem that you described seems to be exactly what's happening in my case. I've posted about this so many times here so why didn't Stephen tell me this?
So no-one on this forum is an employee? I've been attaching the log file, assuming MYOB's IT Dept would investigate. So this will never happen, as everyone here is just a forum user? I wish this had just been explained.
Gavin, is there an email I can use for official complaints? I tried just now but the process just loops me back to Community Forums. Surely there's a process for making an official complaint in writing? Is there no way to talk to MYOB directly?
Thanks again Gavin.
Hi JoanEllen , just adding a quick note, feedback@myob.com is the address to send a complaint. And the previous MYOB forum moderators used to be employees until about a month ago, but the current moderators are now part of a contracted support team based in the Philippines.
OK, thanks for that Mike.
Hi JoanEllen
Based on your screenshot you are not using the server edition. The Library location may have been set to the Public Folder. This can be changed by using Set Library Location under your Start Menu > MYOB.
In one of your earlier posts you mentioned :
Are these usual things you'd find in a log file? I had no other problems at all with any other software on the computer. It's only MYOB that freezes - usually if I type too quickly. Then I have to go into task manager and end Huxley process, then login again. That's a daily occurrence.
The entries in your log file are unusual for a non server edition. I can't tell exactly as it seems only part of the file was included. More importantly you mentioned MYOB is freezing and this is a daily occurrence. If what you are describing (myob reverting to old copy) happens after a crash and MYOB did not close properly, it is possible the transactions you entered etc are not committed to the database because of the crash, and are lost. The company file is not closed properly and remains as it was before. Some things may not be completed until the database connection is properly closed.
You need to identify what is causing the freezing. This is unusual and is either caused by something on your computer in terms of software interfering etc or by a corruption in your file that causes MYOB to freeze. Try running AR2023 as administrator to see if this helps.
You likely need to get someone to either look at your company file or at your computer system. I don't like your chances of any practical help from MYOB with this. Talk to your IT person if you have one. Send me an email if you want contact details for someone who might be able to assist remotely - there would be a fee for this assistance though.
Once you solve this issue, you will likely solve the missing transactions issues as well.
Regards
Gavin
