Forum Discussion

AH1's avatar
AH1
Experienced Cover User
14 days ago

Technical Support - Crashing

Its EOFY and I'm having to sit on hold for phone support for several hours and still not getting through to anyone.

 

My administrative access is not allowing me access to My Account (error - 'You will need administrative access to view this page' ??).  Consequently I cannot lodge a support ticket online.  There has been no change to my account or user access.

 

Since the change to Single Sign On, I am getting kicked out of MYOB several times a day (and not while the software is idle - its when I am actively processing and I'm suddenly greeted with the "something has gone wrong with AccountRight" screen).  When I attempt to re-start, and email the error log to MYOB, it claims I have no email software installed, which generates even more errors.  I have downloaded and attached the error log to this message.

 

I have cleared the cache, updated MYOB, updated Windows, restarted my machine.

 

Please, any assistance would be appreciated, my frustration level is through the roof!

1 Reply

  • Doreen_P's avatar
    Doreen_P
    MYOB Moderator
    9 days ago

    Hi AH1,

     

    Sorry for the late response. That sounds incredibly frustrating, especially at EOFY when you’re just trying to get through the work without the extra chaos. A couple of things worth trying are restarting your modem and clearing the DNS cache, as connection or sign-in weirdness can sometimes come from stale network info hanging around where it’s not invited. These instructions are technical, so it's a good idea to get help from an IT professional. Here’s the cozy checklist:

     

    Restart your modem

    • Turn the modem off
    • Wait about 10 seconds
    • Turn it back on and let it reconnect fully before opening MYOB again

    Clear the DNS cache on your computer

    • Open the Command Prompt as administrator
    • Type ipconfig /flushdns
    • Press Enter
    • Once it confirms the DNS cache has been cleared, close the window and reopen MYOB

    Update your DNS settings

    • Open Control Panel and go to Network and Sharing Center
    • Click Change adapter settings
    • Right-click your active network connection and choose Properties
    • Double-click Internet Protocol Version 4 (TCP/IPv4)
    • Select Use the following DNS server addresses
    • Enter 8.8.8.8 as the preferred DNS server and 8.8.4.4 as the alternate DNS server
    • Click OK, then close the windows and reopen MYOB

     

    If none of the workarounds above do the trick, it’s really best to reach out to our support team via the Contact Us page.

     

    Cheers,

    Doreen

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