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LeesaScanlon's avatar
LeesaScanlon
Contributing User
3 years ago
Solved

Company File Login gives error message "not responding"

When I attempt to login to one of our company files (non live company file), the banner on top of the login box reads "not responding". 

After a short time of loading (displaying the loading 'wheel'), the page closes itself down, including the whole AccountRight program window.

 

I have accessed other company files today, both Accountright Live primary company file and other non live company files, without a problem. 

 

I upgraded the company file to AccountRight 2021.4 just prior to this error. Normally I'd consider if this triggered the error, however I upgraded the other company files today without issue. 

 

Any suggestions appreciated :) 

  • Steven_M's avatar
    Steven_M
    3 years ago

    Hi LeesaScanlon 

     

    Sounds like you got most of the way sorted - Good job!

     

    The default location for an AccountRight 2021 company file would be: Documents\MYOB\My AccountRight Files\ However, Help Article: Manage libraries has the other default locations.

     

    Note: if the company file is stored online with AccountRight 2021 do let us the following details:

    • What the LAST FOUR DIGITS of the serial number is - Setup>>Company Information
    • What is the company file ID - Help>>About AccountRight

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  • Martie53's avatar
    Martie53
    User
    3 years ago

    I had the same problem.  I searched "Unable to open Accountright file" and a post came up with Run the Accountright Hotfix tool so I did that on the file I couldn't open and it fixed the problem.

    • LeesaScanlon's avatar
      LeesaScanlon
      Contributing User
      3 years ago

      Thanks so much Martie53 I'll look up that post and give that a shot! 

    • LeesaScanlon's avatar
      LeesaScanlon
      Contributing User
      3 years ago

      Hi Steven, 

      I'm having some difficulty with the fix

      1. In opening the tool (invalid fingerprint error)

      2. when I elect to ignore this security block, it does open up a MYOB "data utility" window (see screen shot attached), but when I click browse to open the relevant company file, I cannot locate myob program or the myob company file. What am I doing wrong? 

       

      As an alternative, I've tried to follow the steps to provide you with the diagnostic file, but it only displays steps 1-6 i.e %localappdata% and locating the MYOB version. The rest of the steps can be viewed. 

       

      Further assistance much appreciated!

      • Steven_M's avatar
        Steven_M
        Former Staff
        3 years ago

        Hi LeesaScanlon 

         

        Sounds like you got most of the way sorted - Good job!

         

        The default location for an AccountRight 2021 company file would be: Documents\MYOB\My AccountRight Files\ However, Help Article: Manage libraries has the other default locations.

         

        Note: if the company file is stored online with AccountRight 2021 do let us the following details:

        • What the LAST FOUR DIGITS of the serial number is - Setup>>Company Information
        • What is the company file ID - Help>>About AccountRight
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