Transition from Offline to Online

I have spend the last 3 days trying to move a company file from offline to online, I have done this before without any problems, however the last company to move has been a nightmare, endless hours on Live chats with MYOB Support. I keep getting a message "A connection to AccountRight Live couldn't be established. Please check your internet connection or try again later."

The software has been recording transactions and doing backups without any problems.

This should be happening 2 weeks before year end, I have only a few days left before June 17.

The business has been paying a monthly subscription for years. I am frantically trying to find a solution. Can anyone please help, I am not an IT person.

gavin12345
1 month ago
Hi tonyr2

Every file is different, there is only one thing that is consistent, AR2026 often gives the wrong error message. There are multiple reasons for this situation and message, eg:

a file with same serial number and file ID already exists online from a previous upload - in which case try make a backup and restore
you (your log on email address) are not the file owner or online administrator for this serial number/subscription - get someone who is to upload
there is a corruption in this file that prevents upload - get the file looked at
If none of the above work, only talking to a competent MYOB Support staff can resolve, esp if they have the awareness to escalate to the correct team to diagnose cause.

Regards
Gavin

14 Replies

Mike_MYOB
Community Manager
1 month ago
Hi all, a note to let you know that we have updated our help information to make it clearer for customers to understand the process of moving their file online.
Particularly, the step around updating your serial number in product seems to catch a few people.
Please check out the information here. It is important to note that these steps will only work until the 17th June when the changes to offline mode take place.
We will update the help again with the process for going online after the 17th (once the change has gone through)
gavin12345
Ultimate User
1 month ago
Hi tonyr2

See these Support Articles:

https://www.myob.com/au/support/myob-business/product-account/about-backing-up-and-restoring-company-files?productview=Desktop

https://www.myob.com/au/support/myob-business/product-account/about-backing-up-and-restoring-company-files/restore-your-company-file?productview=Desktop

Regards
Gavin
tonyr2
Experienced User
1 month ago
Hi Gavin,
Thank you for your reply. There are three separate entities that were set up years ago in AccountRight Plus, they are owned by the same person which may explain why they have the same serial number. Would have been easier if each had a different number.
These company files have a current monthly subscription. Using my email address I moved two of these entities from offline to online without any problems. I do the bookkeeping for the entities, I am also the Administrator.
I have done a file backup to my laptop, can you please elaborate the need to do a restore, what needs changing?

Regards
Tony
gavin12345
Ultimate User
1 month ago
Hi tonyr2

Every file is different, there is only one thing that is consistent, AR2026 often gives the wrong error message. There are multiple reasons for this situation and message, eg:

a file with same serial number and file ID already exists online from a previous upload - in which case try make a backup and restore
you (your log on email address) are not the file owner or online administrator for this serial number/subscription - get someone who is to upload
there is a corruption in this file that prevents upload - get the file looked at
If none of the above work, only talking to a competent MYOB Support staff can resolve, esp if they have the awareness to escalate to the correct team to diagnose cause.

Regards
Gavin