Report Performance Issues

Hi Sasha3,

Thanks for laying this out so clearly. Ongoing timeout issues across reports, transfers and third-party apps definitely aren’t what we’d expect. If you haven’t already, it’s worth trying the steps here to clear the AccountRight cache, as that can sometimes help with performance issues: Clearing the AccountRight cache
 

If the issue is still happening after that, make sure to reach out to our support team directly. You can reach them on Live Chat via our virtual assistant, MOCA or by submitting a support case via MyAccount.

Regards,
Earl

Hi Earl, 

Appreciate your quick message! 

Confirming I have tried clearing the AccountRight cache. I spent 3.5 hours with a MYOB team member over the phone, she had control over my computer and went through this process to try and troubleshoot. She was going to pass on the issue to a specialist - I've followed up on my case now multiple times over the last couple of weeks with no response. We are desperate for a solution as this is really impacting our business.

Hi Sasha3, 

Thanks for following up. I’ve checked the case linked to your email address and can confirm it’s still being worked on.

I’ve already followed up with the team handling it, and they’ll get back to you by email as soon as they have their next update.

Thanks for your patience while they continue working through this.

Regards,
Genreve 

Thanks Genreve - I really appreciate you following up with the team handling this.

Unfortunately, we are incredibly dissatisfied with the update provided by the team this morning. After weeks of waiting/ trying to follow up - the email was one sentence saying: "Our product specialist checked your files and the issue was due to the imported data that was corrupted and that you will need to fix the import data with your third party developer.". 

This response was frustratingly vague and didn't provide any details on what was "corrupt". We manually enter sales/customer details etc. into MYOB - we aren't importing here. The performance issues we are facing are directly with MYOB data or with third party apps that export data from MYOB so I really don't understand the information I've been provided. Given the disruption this has caused to our business over the last 3+ weeks, I really can't afford to wait weeks again for a response that doesn't help us in any way. Any advice would be greatly appreciated here, I'm at a loss as to what to do next.