when running MYOB reports then trying to save. After saving and going the document to re-open later. It won't open as its not PDF but rather a "26 File Type". I've had Nitro and our IT look at this issue and it hasn't been resolved. I now have to print to PDF then save which is step longer than it needs to be. Has anyone else had this problem.
Hi Chellie22051,
That doesn’t sound like normal report save behaviour. If the file is saving as a .26 file type instead of opening as a PDF, it may be worth having MYOB support check whether anything in the report export process is contributing to it. You can contact them on Live Chat via our virtual assistant, MOCA, or by submitting a support case via My Account. In the meantime, Print to PDF, then save sounds like the cleanest workaround to keep things moving.
Cheers,
Doreen
Iam also experiencing the same problem here. I do not think the problem is from Microsoft Print to PDF as this function is working well in my computer. I am very disappointed with this matter happened recently by MYOB
i have tried online chat with MYOB - they have no idea. Seems a new problem since the update. I' have lodged an error with MYOB and have an active case
i still have this issue and MYOB closed my case..... how can this be resolved.
Hi Chellie22051,
Thanks for raising this with us. It’s definitely odd that the case was closed when the issue still isn’t resolved. At the moment, we haven’t had any reported incidents about reports exporting with the wrong file type. As a next step, could you try switching the form you’re using for the report export and see if that helps? It’s also worth clearing your browser cache before giving it another go. If the same issue still happens, please reply directly to your case email so the team can have it reopened and investigated further.
Cheers,
Princess
I have replied and no response. i've also lodged another case and no response either. How do i clear the cache. i go to reports, then i have to print to PDF rather than export to PDF. If i export to PDF first then it saves the document as 26File not a PDF and it can't be opened.
Hi Chellie22051,
Thanks for following up, and I’m sorry you’ve had to chase this up more than once. I understand the issue. When you export the report to PDF, it saves as a “26 File” instead of an actual PDF, and the only way you can get it working is by using Print to PDF instead. As a first step, could you please try clearing the AccountRight cache and then test the export again? If it’s still happening after that, send through the exact report name you’re exporting and whether it happens with all reports or just specific ones, and we can look into it further from there. In regard to your support cases, someone will assist you as soon as one becomes available.
Regards,
Sai
I only work Monday to Friday 7-3pm so can only respond during this time. How do i clear the cache ?
Also i've lodged a 2nd case online and without contacting my by email or phone MYOB has closed this. Why... needs to be re-opened and actioned.
Hi Chellie22051,
I’m sorry for the confusion. Cases can close automatically after a few days if there’s been no activity, but they can be reopened by replying to the original case email. I can see the case is now open again, and I’ve updated the team handling it so they can get back to you and help get this sorted.
For the PDF exporting issue, one of the first things to check is your cache, as sometimes stored browser or desktop data can cause odd file behaviour. If you’re using your file in the browser, you can follow the cache-clearing steps here. If you’re using the desktop app, please follow the steps shared in the previous reply. You can also check this link for more info on exporting reports to PDF, including what you’ll need on your device to view exported PDF files and some extra details around the export process.
If clearing the cache doesn’t help, it would be best to call the team so they can troubleshoot the issue further with you while you’re on the line.
Cheers,
Princess
Hi Princess, i see case has been reopened after i emailed. But i've heard nothing.
I've cleared my cache yesterday and i still get the same problem when printing. Im using the desktop version. Today MYOB will be uninstalled and re-installed along with the printer i am connected to. See if that works. to be honest the team member that i've tried to speak with before just doesn't understand what the problem is. It would be helpful if i could get someone in Australia who understands the problem and knows how to fix it. It is a problem as its on the MYOB community page.
