Error Message during Reconciliation

Hi Gillies,

Thank you for your post. I'm sorry to hear you're experiencing an error when transferring money.

To assist you further, could you please provide the error details at the left bottom of the error message? Then kindly include the error log in your response so I can look at it and assist you in resolving this matter. I'll provide this Help article, Error: Somethings gone wrong and AccountRight needs to be close, that has details to assist with this.

Please let me know how you get along and if you require any further assistance with this. I'm happy to help.

Cheers,

Princess

Good morning,

Thank you for your response.  Please find error message log as requested.

Kind regards,

Lisa

Hi Gillies,

Thank you for providing the log file. I appreciate your cooperation in helping us better understand the issue you're facing. Could you please confirm if you've upgraded your account to the latest version of AccountRight? Our team is working hard to eliminate this kind of error. Once upgraded, try to record the transfer money again, and then please let me know if the issue persists.

Cheers,

Princess

Good morning,

I am currently using AccountRight 2023.9, which I believe is the most recent version.

Kind regards,

Lisa

Hi Gillies,

Thank you for your response. I appreciate you confirming the version of your account. I've looked further on our end, and I've reset your account's version. Kindly clear your AccountRight cache, then log in again.

Please let me know how you get along and if you require any further assistance with this. I'm happy to help.

Cheers,

Princess

Hi,

I have followed the instructions to clear the AccountRight cache, however this has not fixed the problem.  Interestingly, when I reopened MYOB I was not asked for my email or password.  Could this mean that deleting the cache has not registered in my MYOB?  I did also shut my computer down after clearing the cache.

Kind regards,

Lisa

Hi Gillies,

Thank you for your response. I appreciate your patience with this error message. I understand that you're still encountering issues despite having the accurate AccountRight version, and clearing the cache doesn't help resolve the issue. I'll look at this further and work towards a solution. In the meantime, could you please confirm if uninstalling and reinstalling the software would fix the error? Regarding the sign-in process, AccountRight will not prompt you to enter your email and password since the software remembers your login details within 12 hours. More information about these changes can be found in our Community forum post.

Please let me know how you get along and if you require any further assistance with this. I'm here to help in any way I can.

Cheers,

Princess

Good afternoon,

I asked our IT people to have a look at the problem.  They turned off our antivirus program, cleared the cache and unistalled and then reinstalled MYOB, however unfortunately none of these has fixed the problem.

Kind regards,

Lisa

Hi Gillies,

Thank you for your response. I'm sorry to hear that after getting help from your IT person, uninstalling, and reinstalling the software didn't work to resolve the error. To further investigate this issue, could you kindly navigate to the Transfer Money section from the Account command center to record a transaction? Then, once the error shows up, kindly get the diagnostic log file of your AccountRight. This is to get the latest date and the full context of the error message from your AccountRight. This will greatly help us pinpoint and resolve the issue effectively. Thank you for your cooperation in advance!

Your patience and understanding are highly appreciated.

Cheers,

Princess

Hello,

Please find attached the Error Log as requested.  I did also update my MYOB to version 2023.10.0 today.

Kind regards,

Lisa