Forum Discussion

SBB261's avatar
SBB261
Experienced Cover User
4 months ago

Unable to restore company file online

Hi, I've been trying to restore a company file online and it keeps saying "Unable to restore - An error occurred while restoring this company file. No changes were madeto your online file."

 

I have tried re-booting my computer a few times and MYOB is still unable to restore. I have to do the payroll so this is urgent.

 

Please help.

 

Regards,

Susan

  • SBB261's avatar
    SBB261
    4 months ago

    Hi Sai,

    Finally, I was able to speak with one of your support team, Eddie Encenzo who was very helpful and solved my problem in less than 20 minutes...hats off to you Eddie!!!

    Thanks to all who tried to help.

    Regards,

    Susan

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    4 months ago

    Hi SBB261,

     

    I understand you're encountering an error message when trying to restore your company file online. Upon checking your account, it looks like you've already used one online file slot. To add another file online, you'll need an additional Company Data File (CDF) subscription. There are two common reasons for the error you're seeing:

    • Email address uploading the file might not be the online owner/administrator.
    • The file you're trying to upload might already exist online.

    To help narrow down the issue, could you let me know if you're trying to replace an existing online file or if you're attempting to add a new file? 

     

    Looking forward to your reply!

     

    Cheers,
    Princess

    • SBB261's avatar
      SBB261
      Experienced Cover User
      4 months ago

      Hi Princess,

      I only have 1 company file that I restore online every week to do the payroll and the rest of the time, I work offline. I am just trying to replace the existing online file with an updated file.

      Regards,

      Susan

      • gavin12345's avatar
        gavin12345
        Ultimate User
        4 months ago

        Hi SBB261 

         

        You sound like you know what you are doing (restoring and not uploading, and it is the same file ID as the existing online file) - as you have done this all before - likely many times.

         

        I have 3 suggestions you can try:

        • restart your computer
        • clear the AR cache
        • consider using STP Creator - seems you are only going online due to STP. STP Creator works with offline AR2024 files and allows much more flexibility, allows you to check everything before lodging, and allows you to delete payroll if recorded incorrectly. Bit of a learning curve, as with MYOB's STP but once setup reporting takes 2-5 minutes per pay period.

         

        Regards

        Gavin

         

  • SBB261's avatar
    SBB261
    Experienced Cover User
    4 months ago

    Hi Princess, Gavin or any of the moderators,

    Tomorrow will be the 3rd week that I won't be able lodge the STP to the ATO if my problem to restore the company file online is not resolved.

     

    I thought I could get a solution from your support team  for such a minor problem after the first week but all I got were suggestions from an experienced user and 1 moderator who didn't reply from my last message last week.

     

    Again, as a recap, I have tried your suggestions:

    • I have tried re-starting the computer mutiple times but error still comes up;
    • I only have 1 company file that I restore online every week to do the payroll and the rest of the time, I work offline. I am just trying to replace the existing online file with an updated file. I have about 12mb in zip file to restore and I don't think this is big enough to cause this problem, my company is so small I only have 3 employees on payroll;
    • I have backed-up and cleared the AccountRight cache as suggested by Gavin12345 previously and it still didn't work;
    • I have uninstalled/re-installed AccountRight 2024.7 just to make sure and still didn't work;

    Can anyone from your support team or yourselves contact me on (0403) 210-525, I am currently working from home.

    Regards,

    Susan

     

     

    Reply...

     

    • Isaiah_C's avatar
      Isaiah_C
      MYOB Moderator
      4 months ago

      Hi SBB261,

       

      Thank you for your patience and for going through all the troubleshooting steps. Since you would like to replace the existing online file with a new updated one, I recommend reaching out to our live chat agent through our virtual assistant MOCA or submit a support case via MyAccount. Our team will assist you in removing the existing online file from the cloud so you can successfully upload the new updated file.

       

      Regards,

      Sai 

      • SBB261's avatar
        SBB261
        Experienced Cover User
        4 months ago

        Hi Sai,

        Thank you for your suggestion.  I have sent a message to support via My Account and hopefully the y will get back to me asap.

        Regards,

        Susan

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