Connection Errors and performance issues with AccountRight Live

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Community Manager Suja_P
5,388 Posts
Community Manager
Australia

Connection Errors and performance issues with AccountRight Live

Hi all,

 

Over the past few weeks some of our AccountRight live customers have been reporting issues with connecting to and using their AccountRight Live files during evenings and weekends. We understand that this has been a frustrating experience for those impacted.

 

Our team have been investigating this matter and have found that making changes to your DNS (Domain Name System) settings has resolved the issue for most of the customers that we've been in contact with.

 

Change DNS Settings:

 

Note: The below steps are based on a basic network setup. In a corporate environment, you should check with your IT department before making any changes.

 

  1. Close AccountRight
  2. Press the windows Start key on your keyboard (between the Ctrl and Alt keys).
  3. In the search box, type Network and Sharing Center.
  4. Click Network and Sharing Center.
  5. Click Change adapter settings.
  6. Identify your active network connection (the one you're currently using for internet access).
  7. Double-click on the link for your network adapter. The connection Status window appears.
  8. On the Status window, click Properties.
  9. In the list of items, click to highlight Internet Protocol Version 4 (TCP/IPv4).
  10. Click Properties.
  11. If any details are displayed under Use the following DNS server addresses, take a note of these details.
  12. Select the option Use the following DNS server addresses, then enter the following details:
    Preferred DNS server: 8.8.8.8
    Alternate DNS server: enter the value for your IPv4 Default Gateway which you noted in the previous task. If this information was NA, enter 8.8.4.4
  13. Click OK.
  14. Close all windows.
  15. Relaunch AccountRight and connect to your file.

A PDF with more information has been added under the Test your internet connection section of our help article - Error: Connection error.

 

Please let us know if you continue to have issues after following these instructions.


Kind regards,

Suja Pillai
Social Support and Community Manager
MYOB Australia Pty Ltd

3 REPLIES
mfischer
1 Post
User
Australia

Re: Connection Errors and performance issues with AccountRight Live

This MYOB solution broke all my accounts departments pc's as we use Microsoft Active Directory with DNS once this was changed no one in the accounts department could log back into the network .
It stopped all file sharing and printing.
The actual issue is that the DNS servers at Telstra are currently unstable.
If you are not on a corporate network you can use this work around all others see your IT support to get this issue resolved.
MYOB Moderator Tallie_M
4,111 Posts
MYOB Moderator
Australia

Re: Connection Errors and performance issues with AccountRight Live

Hi there @mfischer,

 

Welcome to the MYOB Forum - we do hope you find it a valuable resource.

 

Thanks very much for taking the time to let us know. The fix that we provided above was intended for users running on a regular network. We most definitely should have mentioned that for others such as yourself, it is important to consult with your I.T. person prior to stepping through this process.

 

Once again, thanks for your post, and please do feel free to post again anytime.

Warm Regards,

Tallie

MYOB Client Support
Community Manager Suja_P
5,388 Posts
Community Manager
Australia

Re: Connection Errors and performance issues with AccountRight Live

Hi @mfischer,

 

Thank you very much for updating this thread with details of your experience.

 

I have added a note to my original post, to warn clients on a corporate network to check with their IT specialists before making any changes.  

 

Thanks again.


Kind regards,

Suja Pillai
Social Support and Community Manager
MYOB Australia Pty Ltd

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