'Print/Email Invoices' function not accessible, 'Unable To Connect' mssg

[Coral3]

Since 24th June 2022 every time we have tried to open the 'Print/Email Invoices' section in MYOB Accountrigt we get the 'Unable to Connect' message pop up, even though there is no issue with our internet connection. 

All other functions are working (that we're aware of), and this is happening from various locations each which use different internet providers, so it does not appear to be an issue with our internet connection.  Emailing of statements is unaffected.  

We have not been able to access the 'Print/Email Invoices lists' at all since 24th JUNE which is very frustrating. 

I seem to recall there was an update from MYOB sometime around that date & am wondering if that has caused this issue?

I would appreciate someone from the MYOB team advising how this can be fixed asap please.

Thank you in advance. 

[ChrisMYOB]

Hello @Coral3 

Are you able to please state the last 4 digits of your serial number as well as the company file Id that this is affecting. The company file Id is found by clicking on Help and choosing about MYOB.

I should be able to resolve this once I have this information.

[Coral3]

Hi Chris,

The serial number ends in 4040

Company File ID:  1

Your help would be very much appreciated!

Thank you

[ChrisMYOB]

I have run a script over your file, you should now be able to print the past invoices. 

Please let me know if you need any further assistance.

[Coral3]

Unfortunately it is not fixed. 

I have just tried several times but we are still getting the same 'Unable to Connect' pop up when trying to open the 'Print/Email Invoices' function.  Exiting and re-opening MYOB has not made any difference.

Our staff at another location have also just tried to access 'Print/Email Invoices' using their log-in, and it is not fixed at their end either. 

[ChrisMYOB]

In some further investigation, this was an issue during 2019.4 but should have since been fixed, our 2022.6 version has just been released, are you able to please make sure you update to this version and then try to print.

You can also try clearing your cache, please close AccountRight and do the following:

1. Hold down the <Windows Key> and press the letter <R>
2. In the box that appears, type in: %localappdata%
3. Press <Enter>

Once you've done that, go to MYOB > AccountRight > 20XX.X OR Current (Depends on the version you're using) > Cache, and delete the contents of this folder.

Please let me know how this goes.

[Coral3]

Unfortunately this has not fixed the issue. 

I have done this myself with both my office PC and my work from home PC & have also checked again with our staff at another location who have have also updated to v 2022.6 and cleared cache & it has not fixed it for them either.  

Still no access to 'Print/Email' Invoices'. 

[Coral3]

Hi MYOB 

This issue is still a problem. 

It has been ongoing since end of JUNE and is both frustrating and taking up a lot of staff time.  

We would greatly appreciate your support in sorting it out. 

We still cannot access the 'print/email' invoices function from Sales Command centre.  It is not feasible for us to continue sending each invoice individually and our staff are becoming so frustrated with this that they are now asking me if we can switch to a different accounting software.  

We cannot continue like this.  Being able to bulk-email invoices from the list is a basic and necessary function. 

Please advise how we can sort this out asap.  

Thank you. 

[Mike_James]

Hi @Coral3 , can you attempt that step, and then look for the latest diagnostic log and attach to a reply? See https://community.myob.com/t5/Tips-and-Tricks/AccountRight-Log-Locations/td-p/582218 for the location of the diagnostic log.

[Coral3]

Hi Mike_James

Thank you for replying.  I have attached the diagnostics file for you to have a look at.