AccountRight Application Error Report

[Thierry888]

Hi 

While entering sales data, I am frequently receiveing an error about something's gone wrong and accountright needs to close. This is not a one-offs anymore. 

I am hoping someone can direct me to the right direction to fix this issue, probably by looking at the errorlog.

Look forward to hearing from you soon

Thanks

Thierry

[Genreve_S]

Hi @Thierry888, 

Thanks for posting this in the forum. 

I'm sorry to hear about your app continually crashing. Based on the error log, it seems that the issue stems from the available data storage in temp files. I recommend clearing the temp files window of your computer. This could be done by following these steps.

• Open the Run dialogue box.
• Type "%temp%" and click okay. (this will open the temp folder)
• Press Ctrl + A to select all files.
• Press the delete button and confirm to delete all files. 

After following these steps, you can try recording sales data again. 

Let us know if you require further assistance.

Thanks,
Genreve

[Thierry888]

Hi Genreve

Thanks for assisting. I follow your steps but still it does not fix this issue. Still need to restart the app.

[Thierry888]

Hi @Genreve_S 

Further to below, I received this prompt window - attached , once i click ok, I have to restart the software

[Genreve_S]

Hi @Thierry888, 

Thanks for the response and the update. 

The error log you've attached seems to just show this certain error. I believe we need to check the full diagnostic log of your AccountRight to know more about what's causing this. Here are the following steps to collect the diagnostic log. (make sure to prompt the error again before doing this)

1. Open the Run window. (Windows button + R)
2. Type %localappdata% and click OK.
3. A file explorer will open, and you can open the folder MYOB > AccountRight > Current > Diagnostics.
4. Copy the most recent diagnostic log file named "Huxley.Application_xxxx.x.xx.xxxx.log".
5. Attach the diagnostic log file to your next response.

We look forward to your response.

Thanks,
Genreve

[Thierry888]

Hi @Genreve_S 

See attached as requested

Thanks

Thierry

[Thierry888]

Hi @Genreve_S 

Have you had a chance to discuss this issue with an 'expert' yet?

It is very annoying to these error messages throughout the day and have to sign in again

[Genreve_S]

Hi @Thierry888, 

I apologize for the delay in my response and thank you for your patience. 

From the diagnostic log you've shared, it appears that your company file is saved in OneDrive. It's possible that the constant backups being made by OneDrive could be causing the issue you're experiencing.

Could you please try disabling the automatic backup feature in OneDrive and then restore a copy of the file? This might help us determine if this is the root cause of the problem. If the issue continues after trying this, please send an updated diagnostic log so we can investigate other potential causes of the crashes.

Looking forward to your response.

Thanks,
Genreve

[Thierry888]

Hi @Genreve_S 

No, it's not the roof of the problem.

We have a server version, not on cloud. also same issue. 

Just wondering why we keep getting increase in the month fees, when there is an issue with the software?? 

Can you please get accounts team to get in touch with me. or simply a discount instead of an increase in fees??

Thanks

Thierry

[Genreve_S]

Hi @Thierry888, 

Thanks for the response. 

To delve deeper into this, could you please specify the exact location where your file is saved? Additionally, could you provide an updated diagnostic log? This will help us determine if the steps you've taken have resulted in any changes within the log.

We eagerly await your reply.

Thanks,
Genreve