I get an error on backing up and verification and I'm told it's my issue and charged $380!

Contributing Cover User duncs1234
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I get an error on backing up and verification and I'm told it's my issue and charged $380!

I have been using a number of users for two years. I make a copy of one of their (never had an issue) permissions for a new UserID for someone else who has joined the company and now it gives me a UserId error when I try to run verification.  How can this be my error.  They can access and use MYOB.

 

I am told I have done something wrong.  By copying a userID permissions as the s/w suggests, and then trying to back up.

 

An hour and a half on the phone and I know am told it is my fault as they can't identify the issue and I'm going to have to pay $380.  I'm not treated like this with any other of the 100s of s/w programs we use, and if they break I can investigate.

 

I'm going to looking for new s.w

 

 

 

Duncs

myob error 2 - Screen Shot 2017-09-08 at 4.22.32 pm.png
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Ultimate User gavin12345
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @duncs1234

 

Nothing the program allows you to do should cause a Verification error - if it does, this means the program has a bug it in. If my memory serves me correctly, there was a similar post with a Test 1 error on AccountEdge Pro 16 which was caused by a bug. Perhaps the call centre person you spoke to was not aware or did not look into this. I suggest you dig around a little under the AccountEdge section for posts similar to yours.

 

Now if the error was caused by a bug - you should be able to replicate it and therefore prove it is a bug. I suggest you make a copy of your file and play with that file rather than risking more problems with your current file.

 

Another possibility (esp as you are using a network edition) is that something interfered with MYOB as it was updating the new user record, for example a network dropout, system backup, antivirus scan etc. If this is the case, MYOB's only responsibility is poor error recovery coding. Your testing to see if you can replicate the problem will help identify if it was a bug or just bad timing.

 

If MYOB persists with charging you to fix the file, you may want to shop around. I know of at least one other provider who repairs MYOB files and they charge a flat $198 fee in most cases.

 

FYI you should continue to make backups, even if you disable 'check errors'.

 

Regards

Gavin

 

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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

MYOB Moderator Steven_M
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @duncs1234

 

Speaking with the data repair team, we aren't aware of any potential errors int he program that would cause a Test 1: Invalid User ID when verifying the company file. As such as this point in time, it would be a chargeable data file repair if the company file was to be sent in.

What I would be testing is restoring a backup of that company file prior to that error occurring. I would first verify the company file - to make sure no errors are included. Once that has been completed, add in that new User ID  (complete the same task as before) and then verify the company file again. If it is generating a verification error again then we may be able to look into getting a copy of that file sent in for a free standard data file repair (providing it does optimise and that is only verification error in the file).


Kind Regards,
Steven
MYOB Client Support
Contributing Cover User duncs1234
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

This is not really an answer is it. As the man before said this is a bug which hasn't been fixed.

I was also promised (several times as I kept asking) for a call back from the manager Natasha Svetkosvki - service request no 149282651334 Inc 0107888 and was promised a call but never recieved one.

 

I've now had the same problem again.

 

 

Contributing Cover User duncs1234
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

@Steven_M 

As @gavin12345 has pointed out this has occured before with other people so is not a standalone issue.

I would also love to receive the call I was three times promised from Natasha or another manager.

MYOB Moderator Steven_M
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @duncs1234


The way I read @gavin12345 post was he was aware that there may have been an issue which was causing test 1 errors in company files with AccountEdge, however, based on the reading he hasn't provided that information/correct link to see if your case is similar to that. Speaking with the data file repair team, to their knowledge they aren't aware of any widespread issues which would cause a verification error by adding a new user ID in AccountEdge. Gavin has also provided instructions, as such as I have, to see about replicating the situation. If it is replicable, i.e. if you can prove that causing x step (creating a new user) will cause the verification error, we can arrange for the company file to come in for a free standard repair.

 

I am unable to see that a callback request has been logged for your account in regards to this matter. However, I do understand that you have spoken to with Natasha during the time of the initial call. Where you also expecting a follow-up callback request for the Natasha in regards to this matter?


Kind Regards,
Steven
MYOB Client Support
Contributing Cover User duncs1234
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @Steven_M 

 

Thankyou for replying but I still haven't received a call back from anyone.

 

Yes I was promised and so was indeed expecting a call back, ideally from Natasha

 

Thanks

 

duncan

MYOB Moderator Steven_M
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @duncs1234

 

Sorry to hear that you still haven't received that callback. I'll follow it up on your behalf to ensure that the callback is completed.


Kind Regards,
Steven
MYOB Client Support
Contributing Cover User duncs1234
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Re: I get an error on backing up and verification and I'm told it's my issue and charged $380!

Hi @Steven_M 

 

I finally recieved a call back and was promised that the issue would be fixed and a new link sent out immediately so that I could send the file back in - but nothing was sent to me after the call.

 

Can you please again chase. Feel like I am literally going nowhere fast.

 

thanks

 

duncan

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