Forum Discussion

Steve-Shakanda's avatar
Steve-Shakanda
Contributing User
4 months ago
Solved

Documents disappearing from IN TRAY

Why are my in tray documents disappearing? Currently using MYOB AccountRight on my PC. When I log into the WEB BROWSER file - there they are? Has happened that last couple of days.

  • Earl_HD's avatar
    Earl_HD
    4 months ago

    Hi Steve-Shakanda,

    That does sound a bit odd. We’ve seen a similar issue where documents appear in the browser In Tray but not in the AccountRight desktop app.
     

    One known cause is if there are password-protected PDF documents sitting in the In Tray that haven’t yet been linked to a transaction. When that happens, the desktop app may not display the In Tray correctly, even though the documents are still visible in the browser.

    As a workaround, please try opening the In Tray in the browser and checking whether there are any password-protected PDFs waiting to be assigned. If there are, allocate them to their transactions in the browser first, then check the desktop app again.
     

    If the issue continues after that, we’d recommend reaching out to our support team so they can investigate further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

    Regards,
    Earl

8 Replies

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    2 days ago

    Hi @everyone, 

     

    Thanks for raising this. Our team is aware of this and currently investigating an issue with In-tray and already working for a fix. You can visit our status hub page here for updates.
     

    We’re sorry for the inconvenience this may cause, and thanks for bearing with us while we work on it.

    Regards,
    Earl

  • angerae's avatar
    angerae
    Member
    2 days ago

    Natalie-LL has the exact problem I have. I guess we will all wait for MYOB to answer us

     

  • Natalie-LL's avatar
    Natalie-LL
    Member
    2 days ago

    I am experiencing the same issue. saying no documents in the INTRAY, however they are visible on browser. Cannot allocate them to the purchases as I use categories and the browser version does not support that function. Additionally my desktop is displaying this message. 

     

     

     

  • Steve-Shakanda's avatar
    Steve-Shakanda
    Contributing User
    2 days ago

    Had an issue this morning - had nothing to do with a password protected PDF, but was found by individually deleting from in tray and then checking.

  • ROGMichelle's avatar
    ROGMichelle
    Experienced Cover User
    2 days ago

    Same here.  There were no password protected items in there. Guess I'll sit tight and wait for MYOB to get onto it...

  • angerae's avatar
    angerae
    Member
    2 days ago

    Hi I am having the same issue but none of my .pdf documents are protected. There were 8 items in my desktop app in tray this morning then i uploaded new documents and everything disappeared, Now it says my tray is empty but the online file upload folder contains them?

    I can't create bills from there because I use categories and they don't work in the online version.

    I have tried downloading documents from the online version and then refreshing and signing out of both applications. then sign back in and the problem remians

  • Steve-Shakanda's avatar
    Steve-Shakanda
    Contributing User
    4 months ago

    Earl,

    You legend - there was 1 PDF which was password protected. Once I allocated it to an invoice, all the others came back in the DESKTOP version.

    Thanks

     

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    4 months ago

    Hi Steve-Shakanda,

    That does sound a bit odd. We’ve seen a similar issue where documents appear in the browser In Tray but not in the AccountRight desktop app.
     

    One known cause is if there are password-protected PDF documents sitting in the In Tray that haven’t yet been linked to a transaction. When that happens, the desktop app may not display the In Tray correctly, even though the documents are still visible in the browser.

    As a workaround, please try opening the In Tray in the browser and checking whether there are any password-protected PDFs waiting to be assigned. If there are, allocate them to their transactions in the browser first, then check the desktop app again.
     

    If the issue continues after that, we’d recommend reaching out to our support team so they can investigate further with you. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

    Regards,
    Earl

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