Forum Discussion

SBB261's avatar
SBB261
Experienced Cover User
3 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 hav...
  • SBB261's avatar
    SBB261
    3 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

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
3 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
    3 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
      3 months 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

       

      • gavin12345's avatar
        gavin12345
        Ultimate User
        3 months ago

        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

         

         

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