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Transition from Offline to Online

tonyr2

I have spend the last 3 days trying to move a company file from offline to online, I have done this before without any problems, however the last company to move has been a nightmare, endless hours on Live chats with MYOB Support. I keep getting a message "A connection to AccountRight Live couldn't be established. Please check your internet connection or try again later."

The software has been recording transactions and doing backups without any problems.

This should be happening 2 weeks before year end, I have only a few days left before June 17.

The business has been paying a monthly subscription for years. I am frantically trying to find a solution. Can anyone please help, I am not an IT person.

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Accepted answers

gavin12345

Hi @tonyr2

Every file is different, there is only one thing that is consistent, AR2026 often gives the wrong error message. There are multiple reasons for this situation and message, eg:

a file with same serial number and file ID already exists online from a previous upload - in which case try make a backup and restore
you (your log on email address) are not the file owner or online administrator for this serial number/subscription - get someone who is to upload
there is a corruption in this file that prevents upload - get the file looked at

If none of the above work, only talking to a competent MYOB Support staff can resolve, esp if they have the awareness to escalate to the correct team to diagnose cause.

Regards

Gavin

All comments

witchy1

it would really help if you ever got an answer from support

ive only been waiting 5 weeks

the changes shouldnt have affected my library - so i was told but they did now it munted

tonyr2

Hi Jessfarrugia,

I managed to resolve my problem and get the company file online on Monday the 15th June. I called 1300555123 picked up by Kyla MYOB CX Specialist, MYOB Complex Admin Team, she accessed my computer using Team Viewer and fixed the problem in 15 minutes.

Mike_MYOB

Hi @jessfarrugia , we're very active here, but our answers and advice are suitable for the whole community instead of individual situations.
Because you are getting an error and will need 1 on 1 help to troubleshoot and resolve, this will require you to connect with the team on either phone or livechat.
I'm sorry for the current wait times, the team are getting more contact than expected, we are working ton onboard more staff but the training of new people can take time.

jessfarrugia

I have called numerous times to get absolutely no where. I lodged a case 9 days ago and no response. I have called everyday, waited hours only to get hung up on. Worst time of year for this to be happening and worst level of customer service I have experienced in a very long time. I get an error when trying to move our file online, which states 'there is a problem migrating your company file online. Please contact MYOB technical support for assistance. Would be great to actually be able to get through and get some assistance!! Let us see how long it takes to get a response/any assistance here

tonyr2

Problem solved, called a support person on 1300555123, she deleted some cache, I thought I already done that, did another backup, changed the name of the backup and it worked, file is now on line.

Thank you all.

tonyr2

Hi Mike,

Is there anyone in your team that I can have a phone call discussion re guarding problem moving file in AR Plus to on line. I have called 1300555123 but waiting for hours.

Mike_MYOB

Hi all, a note to let you know that we have updated our help information to make it clearer for customers to understand the process of moving their file online.
Particularly, the step around updating your serial number in product seems to catch a few people.
Please check out the information here. It is important to note that these steps will only work until the 17th June when the changes to offline mode take place.
We will update the help again with the process for going online after the 17th (once the change has gone through)

tonyr2

Hi Gavin,

Thank you for your reply. There are three separate entities that were set up years ago in AccountRight Plus, they are owned by the same person which may explain why they have the same serial number. Would have been easier if each had a different number.

These company files have a current monthly subscription. Using my email address I moved two of these entities from offline to online without any problems. I do the bookkeeping for the entities, I am also the Administrator.

I have done a file backup to my laptop, can you please elaborate the need to do a restore, what needs changing?

Regards

Tony

gavin12345

Hi @tonyr2

Every file is different, there is only one thing that is consistent, AR2026 often gives the wrong error message. There are multiple reasons for this situation and message, eg:

a file with same serial number and file ID already exists online from a previous upload - in which case try make a backup and restore
you (your log on email address) are not the file owner or online administrator for this serial number/subscription - get someone who is to upload
there is a corruption in this file that prevents upload - get the file looked at

If none of the above work, only talking to a competent MYOB Support staff can resolve, esp if they have the awareness to escalate to the correct team to diagnose cause.

Regards

Gavin