Error Message during Reconciliation
Good morning, I am currently reconciling October using Bank Feeds. All transactions have reconciled, however I have 2 transcations that I need to record as 'Transfer Money' and when I click on t...
Forum Discussion
Good afternoon,
I asked our IT people to have a look at the problem. They turned off our antivirus program, cleared the cache and unistalled and then reinstalled MYOB, however unfortunately none of these has fixed the problem.
Kind regards,
Lisa
Hi Gillies,
Thank you for your response. I'm sorry to hear that after getting help from your IT person, uninstalling, and reinstalling the software didn't work to resolve the error. To further investigate this issue, could you kindly navigate to the Transfer Money section from the Account command center to record a transaction? Then, once the error shows up, kindly get the diagnostic log file of your AccountRight. This is to get the latest date and the full context of the error message from your AccountRight. This will greatly help us pinpoint and resolve the issue effectively. Thank you for your cooperation in advance!
Your patience and understanding are highly appreciated.
Cheers,
Princess
Hello,
Please find attached the Error Log as requested. I did also update my MYOB to version 2023.10.0 today.
Kind regards,
Lisa
Hi Gillies,
Thank you for providing the required error log details. Kindly give us some time to further investigate this issue so we can provide the best possible resolution. We’ll get back to you as quickly as possible.
Thank you for your patience and understanding in this matter.
Cheers,
Princess
Hi Gillies,
I hope you're doing well. I wanted to update you on the progress of our investigation into the error you encountered with recording the transfer money transaction. After carefully reviewing the error log file, our team believes that reattempting the transaction might help us pinpoint the issue accurately. To facilitate this process, could I kindly request that you make a few adjustments to the transaction?
- Edit the memo of the transfer or delete and re-add the transaction.
- Modify the date associated with the transaction.
- Attempt to record the transaction again.
After recreating or re-recording the transaction, could you please let me know if the error appears again? If you could also provide a screenshot of your transfer money window transaction as additional information to better assist on the issue, your cooperation in this matter would be greatly appreciated. Please let me know how you get along and if you require any further assistance with this. I'm here to help in any way I can.
Cheers,
Princess
Hello,
The transaction is actually a Bank Feed, so I am unable to adjust it in any way. The problem is occurring in the Bank Feeds window prior to the reconcilation. Please see attached photo.
Kind regards,
Lisa
Hi Gillies,
Thank you for your response.
It seems like the issue might be specific to the bank feed window. To troubleshoot this, could you please try to manually enter and record the transaction through the "Transfer Money" window from the command center? This will help determine if the problem lies solely within the bank feeds feature. Manually recording the transaction might provide clarity on why the bank feed window is causing the problem. After recording the transfer money transaction, manually match this to your bank feeds.
Could you also confirm if the error message only appears when creating a transfer money from the bank feed window? If the other tab in recording transactions has the same error, then this might be a system glitch that needs further investigation.
Please let me know how you get along and if you require any further assistance. I'm here to help.
Cheers,
Princess
Hello,
I have manually entered and recorded the transferred money amounts and have been able to successfully reconcile my accounts, so the problem does seem to lie with the Bank Feed window. I can also confirm that the error message only appears when creating a transfer money from the bank feed window.
Kind regards,
Lisa
Hi Gillies,
Thank you for providing these details! It's helpful to know that the issue specifically arises when creating a transfer from the bank feed window. It's also great to hear that you're able to record and reconcile your accounts.
I'll forward this matter to the appropriate team to delve deeper into the bank feed window's functionality and address the error message you encountered. Your patience and understanding are highly appreciated.
Please feel free to reach out again if you encounter any issues in the future. I'm here to help you.
Cheers,
Princess
