Back up offline is not available v2026.5

Hi dirkfielding​ 

It isn't that I am doubting the authenticity of your claim - I have made that clear - it is just that I am arguing that your claim has to be handled off this forum and not in the context of the fight this post is about.

Undoubtedly dirkfielding​ you have a stack of evidence supporting your claim which throws the gauntlet squarely down in MYOB's court to escalate this complaint, case through the correct channel - and the public forum is not that forum - for a number of reasons notwithstanding private information on both sides needs to be collected and MYOB cannot do that on this public forum despite wanting to add context to this issue.

All I am saying is - find the right person in MYOB to grab this case and get it sorted - by all means when it is completed and we assume, you get your file back - air the grievance ... that is your right.

We cannot be party to this due diligence required to sort this problem objectively - there is too much emotion spilt on this forum for debating this issue.

But further, as I keep saying - the debate ( the core of this post - local back-ups and opening files locally) is not helped  by public airing your case, sorry.

I am 73 and been in business over the entire MYOB life cycle - the forum is where we often see complaints for the first time and the forum respond in kindness mostly and MYOB gets a hammering if they have erred.

Now to actually give a good story of how quickly, in general MYOB handles problems - on Friday 1 week ago a clients franchise file went off the air - this client runs 20 plus MYOB files - all on line and accessed by a bevy of in house admin/accounting staff - I have full administration rights to all and have 3 operating apps connecting every 30 minutes via the API to all these files - one went dead with an error message in my app - 'Access Denied' - I was the first in the system to see the problem then the admin staff reacted sending a 'help - Doc file gone dead'.  Wasn't my file and not my job but I leapt in and rang MYOB - it was 1630 late friday .... yes I was put on hold for 25 minutes - 4th in line.

When a technician came on the resolution of the problem was efficient, smart, professional and the problem after the first respondent operator clearly identified that I knew there was a problem and the file had crashed - quickly escalated the case up the line but asked me to hold whilst the problem was  resolved.

He came back on a few times to say the problem is being addressed please hold. Polite, knowledgeable and proactive.

Within about 20 mins the file was back online and the problem has not recurred - the telephone call was politely summarised, 'the cause of the crash will be investigated - anything else I can help you with?' - no thank you, most aprreciated.

My point - get the right person in MYOB and cases can be resolved quickly - however it needs to be said - get the wrong person ( which may be the result of a big turnover in MYOB of phone operators) and your case will stagnate.

dirkfielding​ , push this hard and find the right person and MYOB must resolve it quickly. 

We would certainly like to hear the outcome.

The Doc