Hi JoanEllen
I am not clear on your situation, or what has caused the problems you are experiencing - however a company file cannot simply lose data. As soon as you click the OK button on an invoice, that updates the database. The only way to remove this invoice is to delete it. The most common cause of 'lost transactions' is using the wrong file, such as a copy. This is usually caused by lack of understanding of where a file is stored, and some of MYOB's features contribute to the confusion. Note that MYOB cannot access your offline file, nor can they replace it. They can access an replace your online file, however this is usually only done at your request.
Not sure what you mean by 'But I'm unable to upload this to you.' Are you accessing an online file or a local file?
A few suggestions to avoid using the wrong file:
If you reconcile in the online file - the offline file we not be affected. Each file is distinct and will only have what was entered into that file.
Hope this helps
Regards
Gavin
Hello Gavin, thanks for replying.
Our MYOB is the desktop version, not online. No-one else accesses the datafile, only me.
I DO only have one backup of our datafile, except the times that MYOB creates a duplicate copy in MyLibrary after every upgrade. And because of this recurring problem, I DO always choose from MyLibrary, never recently opened files.
But in the recent case, I don't believe there was an upgrade. This has happened about 4 times now, and each time it seems I'm somehow retrieving an earlier version of the datafile, from the previous day, but how on earth would I do that? When I backup, I backup to desktop. But this is only a backup (zip file) which I save to desktop. The original myox datafile still stays where it ought to, in MyLibrary - is that correct? I've attached a screenshot of the AccountRight folder. There's only 2 datafiles there - the main one & our second company. And that's the way it usually looks.
I've also attached the logfile from 25 April and there seemed to be a whole lot of errors: error occurred trying to emit reconciliation event for company file. Container is not setup for the company file. failed to grab lockfile, the process cannot access the file, thread was being aborted, database already opened by a different user.
Are these usual things you'd find in a log file? I had no other problems at all with any other software on the computer. It's only MYOB that freezes - usually if I type too quickly. Then I have to go into task manager and end Huxley process, then login again. That's a daily occurrence.
Gavin, please try to help me & hopefully forward the logfile to your IT Dept. This is causing me a lot of lost time and distress.
Hi JoanEllen
Sorry I am not a MYOB employee, just a forum user like yourself - trying to help.
I note from your screenshot you seem to be using the Server Edition (see Help > About AccountRight to confirm).
Using the server edition seems to have its own issues. If you are the only user, consider using the normal desktop version.
The main difference between the 2 is the normal desktop version uses your Documents/MYOB/My AccountRight Files folder for your Library, the Server edition uses the Public Documents/MYOB/My AccountRight Files folder for your Library folder as it is a shared location. The Server Edition also allows you to change the location of your Library.
If you have modified the default library location using the Server Edition, I have heard of a problem during a version update where MYOB would switch you back to the default library location. Because the user left a copy of their file in that original location and did not rename it, after the upgrade the user opened the file from the original default location, not realising he was opening up an old copy of the file. Transacitons were missing, reconciliaitons were not up to date etc. Not sure if this is what is happening in your case.
In your other posts, you also wrote:
I found out today that after our datafile had upgraded, MYOB creates a duplicate copy of the old datafile in the same area in MyLibrary
What is meant to happen is MYOB makes a copy of your file before upgrade. If your file is called MyCompanyFile.myox, MYOB always renames this as MyCompanyFile (Old v2023.1).myox and the upgraded file is called MyCompanyFile.myox. This is a precaution in case the upgrade corrupts your file - you do not and should not open that precautionary copy.
MYOB cannot produce a file from the previous day, not unless you have this saved somewhere.
Just a suggestion, do a search on your computer for every file called Just Cleaning (Queensland) Pty. Ltd. ATF.myox - if there are more than one - rename those extra copies to avoid using them. Do same with other file. You should only ever have one file with that filename.
Also review your procedure and ensure you understand backup and restore. I once had a client who did not understand how MYOB worked. At the end of each day he would create a backup. First thing the next day he would restore that backup and use it, thinking this is what he had to do. Restoring backups should only be done for specific purposes and these should always be identified by that purpose in their filename.
Regards
Gavin
Thank you so much for your help Gavin. I didn't realise you weren't an employee.
I'll have to lodge an official complaint with MYOB about this then, but thanks so much on the possible issues with MYOB as a server edition. My computer used to be part of the office network years ago but I just work from home now so we no longer need the server edition. Can we just migrate from server edition to desktop - and is there a cost involved? Or would we have to pay outright for AccountRight desktop version? My boss wouldn't be happy though with paying out for a new version of MYOB without the underlying cause being properly investigated.
The problem that you described seems to be exactly what's happening in my case. I've posted about this so many times here so why didn't Stephen tell me this?
So no-one on this forum is an employee? I've been attaching the log file, assuming MYOB's IT Dept would investigate. So this will never happen, as everyone here is just a forum user? I wish this had just been explained.
Gavin, is there an email I can use for official complaints? I tried just now but the process just loops me back to Community Forums. Surely there's a process for making an official complaint in writing? Is there no way to talk to MYOB directly?
Thanks again Gavin.
