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Laura_HTS's avatar
Laura_HTS
Experienced Cover User
1 day ago

Login Dropping Out multiple times a day

Forgive the wrong discussion board for this, but there is nowhere to post regarding general system issues.

For weeks now multiple users are having issues with MYOB dropping out. Yesterday for example, a colleague lost connection 10 times during the day - alot of the time while she was in the middle of creating an invoice, so has lost that information and needed to return to where she was when she logged back in.


Today, she is at 5 drop outs, and i am at 3. There are 4 of us logged in to our file via the desktop application (using the browser version does not interest us as the user experience is not great when we are putting through thousands of transactions a month).

Our IT providers have looked to see if there is anything in our network that is blocking our access, but they have said everything is fine on their end.


We have cleared all caches, cookies, history, emptied recycle bins - nothing has changed.

 

We are at our wits end. HELP PLEASE!

1 Reply

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    1 day ago

    Hi Laura_HTS,

     

    I’m sorry this is happening, especially when people are in the middle of creating invoices and losing their work. With several users being disconnected from the same file, and your IT provider already checking the network, this needs a closer look than clearing caches and cookies. As a first check, please make sure everyone is using the latest AccountRight PC Edition and check whether the dropouts happen in every company file or only this one. If it happens again, note the exact time, affected user, company file, what they were doing, and any error message or screenshot. Before re-entering an invoice after reconnecting, check whether it was recorded first to avoid creating a duplicate. 

     

    Make sure to lodge a support request via My Account with your account details and relevant info. Aside from that, you can reach out to our support team on Live Chat via our virtual assistant, MOCA. Lastly, have a look at AccountRight connection errors and troubleshooting online files for further guidance.

     

    Cheers, 

    Doreen

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