Unable to restore company file online

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

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

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

Hi Gavin,

• I have tried the first suggestion, multiple times yesterday and again this morning but error still comes up;
• I just cleared the AR cache as per instructions, tried again to restore the updated file, still Errror;
• Sorry for my ignorance, how do I use STP creator? Is this within the MYOB software? You're right, I only go online to do the STP and then revert back to working offline.

Please advise.

Kind regards,

Susan

Hi SBB261 

STP Creator is not a MYOB product, it is made by a company called Namich - google if interested.

There may be an issue with the backup when you created it. Create a new backup and try to restore that online. I assume your mymyob user name hasn't changed since you last restored.

Regards

Gavin

Hi Gavin,

I have tried backing up the file with new file names and tried to restore it online, but same error appears. I haven't changed my mymyob user name since my last restored file 2 weeks ago.

With STP creator, I will check it out. Can this be linked with the MYOB program?

Regards,

Susan

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.

Reply...

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 

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

Hi SBB261,

That is great to hear! Our support team will assist you as soon as possible once they have your case details. If you need assistance in the future, feel free to post again.

Regards,

Sai