Won't be able to process any payroll after 30/6/2023

Question

Hi there, hope you are well.&nbsp;Our company use AccountsRight and paid the subscription and our serial number is&nbsp;3423.&nbsp;Our latest payrun is from 19/6/2023 - 2/7/2023 and needs to be paid on 5/7/2023. Our payrun is based on timesheet.&nbsp;&nbsp;However, when I was doing payroll on 5/7/2023, the system was always not in response (Attachment MYOB3 &amp; MYOB8), keeping loading and told me the application is time out. So I swaped to MYOB Online version to do the payroll, but the system told it's network request failed (Attachment MYOB2). I contacted you guys via live chat and there were 3 consultants tried to help but none of them helped me. One had said you are doing an update and will fix this problem and asked my email to let me the update is done. However, I've never received the email or been updated that this porblem has been fixed.&nbsp;&nbsp;I had swaped different internet explorer, firefox, chrome, edge and etc and cleared all cache, but it doesn't work.&nbsp;No extra firewall is applied.&nbsp;&nbsp;My MYOB is on the latest version 2023.5.1.4.&nbsp;&nbsp;I've done the EOFY STP Reporting for all the staff.&nbsp;&nbsp;In order to pay 170 employees, I had to split the timesheets from 19/6/2023 - 30/6/2023 to be paid on 30/6/2023 and 1/7/2023 - 2/7/2023 to be paid on 30/6/2023.&nbsp;&nbsp;Could you pleaes let me know when MYOB AccountsRight can be fixed that I can process the payrun after 1/7/2023?&nbsp;Thanks&nbsp;Regards,Sunny from All About Caring Pty Ltd

doreen_p · Answer

Hi leoaac&nbsp;
&nbsp;
Thanks for your post and Welcome to MYOB Community Forum.
&nbsp;
If the error "Application operation has timed out" still persists even after clearing the cache and using a different browser, an AccountRight Time Extender is needed. For further steps on how to set up the AccountRight Time Extender, please see the post AccountRight Timeout Extender.
&nbsp;
Please let me know how it goes.
&nbsp;
Best regards,
Doreen

leoaac · Answer

Hi Doreen,&nbsp;Thanks for your reply. However, my IT support and I tried to go through the instruction you gave but the live cloud version of our MYOB doesn't have file&nbsp;Huxley.Application.exe.config you mentioned in step 3 (Screen shot 1). our IT support can't open it with notepad to edit it as well.&nbsp;&nbsp;I do wonder if these steps only apply to MYOB Local file not our cloud version or&nbsp;https://app.myob.com.&nbsp;&nbsp;If the Timeout error just apply to the MYOB Application then it should be the application problem. however, the error applies to the&nbsp;https://app.myob.com as well so definitely it's not our local problem but how MYOB managed our accounts.&nbsp;&nbsp;I just tried to do a dummy payrun for 3/7/2023 - 16/7/2023 on&nbsp;https://app.myob.com and it's still not working (Screenshot 2 &amp; 3). The error message is Network request failed. I've got STP Phase 2 set up and and everyone's final indicators have been ticked as I've done the EOFY reporting for STP by following MYOB's EOFY Steps (Screenshot 4).&nbsp;&nbsp;I do need this to be fixed as soon as possible as the second payroll is coming soon.&nbsp;&nbsp;Could you please provide a reliable solution as soon as possible?&nbsp;ThanksRegards,Sunny

doreen_p · Answer

Hi leoaac&nbsp;
&nbsp;
Thanks for your response.
&nbsp;
As per checking the screenshot you attached to your original, it is AccountRight software. The link I attached for the AccountRight Time Extender will apply to your current subscription. If you are on the latest version of AccountRight, the Huxley.Application.exe.config needs to be manually browsed. Once you right-click the desktop shortcut of AccountRight software then choose Open file location. You would be able to see the folder named "app-2023.500.10004". Just click on it and look for Huxley.Application.exe.config. Then follow again the steps provided by The Help Article AccountRight Time Extender.
&nbsp;
Please let me know how it goes.
&nbsp;
Best regards,
Doreen

leoaac · Answer

Hi Doreen,&nbsp;Thanks for your reply. I've edited the file according to the instruction (Screen shot 2 &amp; 3).&nbsp;&nbsp;However, I did a payrun with one employee on with $1 and I've waited more than 1hr and the application became not responding (Screen shot 1).&nbsp;&nbsp;I've also tried a payrun with one employee on with $1 through app.myob.com (Screen shot 4) and the error message is still network request failed (Screen shot 5).&nbsp;Could you please look into it?&nbsp;Thanks&nbsp;Regards,Sunny&nbsp;

doreen_p · Answer

Hi leoaac&nbsp;
&nbsp;
Kindly send me a private message with the following details so I can look into it further:
&nbsp;

Serial number
 Name of primary contact and email address
 Business name
 Company File ID (Help &gt; About MYOB AccountRight)

&nbsp;
Best regards,
Doreen

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Won't be able to process any payroll after 30/6/2023

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