Forum Discussion

SBB261's avatar
SBB261
Experienced Cover User
6 days 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 hav...
Princess_R's avatar
Princess_R
MYOB Moderator
6 days 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
    5 days 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
      5 days 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
        5 days ago

        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