We had the exact same problem and received the exact same response from MYOB.
It appears that once MYOB CloudFront security blocks your IP address, you lose access to your MYOB files and any MYOB website/pages and desktop access with no clear explanation or solution provided by technical support.
You would think MYOB could resolve this issue. If not, at the very least, technical support should explain the likely cause of the problem and advise customers of the possible remedy.
In our case, we lost access to all seven of our MYOB datafiles across seven separate subscriptions for more than a day. Ultimately, we had to change our static IP address to restore access.
It was only after coming across another MYOB user here JSCHM41 experiencing the exact same problem that we were able to confirm that our solution was consistent with theirs. It is frustrating that we had to rely on another customer to help confirm and resolve an issue that MYOB technical support should have been able to explain.
For anyone experiencing the same issue with dynamic IP, here is a possible workaround:
If you have a dynamic IP address rather than a static one, try rebooting your router. Your internet provider may assign you a new IP address, which could resolve the issue if your previous IP address has been blocked.
No thanks to MYOB technical support. We wasted considerable time troubleshooting an issue that affected all seven of our datafiles, resulting in unnecessary downtime for our businesses.
MYOB needs to do better. Customers should not have to spend hours diagnosing and resolving a problem that technical support should be able to identify and explain.
