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Hasco's avatar
Hasco
Trusted Partner
6 months ago
Solved

Not responding / crashing / hanging / stuck hourglass

The last week or so submitting any data (in any of sales reg / purchases reg / cards etc) often results in the hourglass sitting there in a crashed state. Sometimes it recovers, sometimes not. When not I get the "Unable to connect" dialog after a couple of minutes of waiting. Nothing wrong with the internet connection, everything else working fine. Happens several times a day now. Very frustrating. 

  • Genreve_S's avatar
    Genreve_S
    6 months ago

    Hi Hasco, 

     

    Thanks for posting your concern in the forum. 

     

    I'm sorry to hear about your application being laggy and crashing. I recommend clearing the cache of your AccountRight and your Computer, and checking if that makes any difference to the performance. If there are no changes after clearing cache date, please send us a copy of the most recent diagnostic log of your AccountRight. Also, a screenshot of your internet speed test would be much appreciated. 

     

    To clear your AccountRight cache, follow these instructions. 
    1. Open your Start Menu.
    2. Open the Run window.
    3. Type: %localappdata%/myob.
    4. Click Okay
    5. Open AccountRight > Current > Cache.
    6. Delete all contents of the folder.


    To find your diagnostic log, follow these instructions.
    1. Open your Start Menu.
    2. Open the Run window.
    3. Type: %localappdata%/myob.
    4. Click Okay
    5. Open AccountRight > Current > Diagnostic 
    6. Choose the latest text file from this folder.

     

    Let us know if you require any further assistance. 

     

    Thanks,
    Genreve

1 Reply

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  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    6 months ago

    Hi Hasco, 

     

    Thanks for posting your concern in the forum. 

     

    I'm sorry to hear about your application being laggy and crashing. I recommend clearing the cache of your AccountRight and your Computer, and checking if that makes any difference to the performance. If there are no changes after clearing cache date, please send us a copy of the most recent diagnostic log of your AccountRight. Also, a screenshot of your internet speed test would be much appreciated. 

     

    To clear your AccountRight cache, follow these instructions. 
    1. Open your Start Menu.
    2. Open the Run window.
    3. Type: %localappdata%/myob.
    4. Click Okay
    5. Open AccountRight > Current > Cache.
    6. Delete all contents of the folder.


    To find your diagnostic log, follow these instructions.
    1. Open your Start Menu.
    2. Open the Run window.
    3. Type: %localappdata%/myob.
    4. Click Okay
    5. Open AccountRight > Current > Diagnostic 
    6. Choose the latest text file from this folder.

     

    Let us know if you require any further assistance. 

     

    Thanks,
    Genreve