Forum Discussion

JoGirl's avatar
JoGirl
Contributing User
2 years ago

Customer Reports - Error Generating "The dots don't join up right now" HELP!

ARGH!

I seem unable to generate any customer specific reports e.g. Customer Invoice Report.

Trying to generate for the YE 2023 - so not going back to when I first migrated from the "old" MYOB to the cloud!

Not happy as this is a report I want to be able to generate for each of our key customers at year end

Has anyone else experienced?  

customer
Dots
Error
Report
  • JoGirl's avatar
    JoGirl
    2 years ago

    Back after taking offline with Earl...

     

    SOLUTION - 

     

    Please check for Adobe Acrobat Extension on Chrome and turn it off

    In the upper-right corner of the Chrome toolbar, click the Chrome menu icon (:) and then choose More Tools > Extensions.

    To turn off the Adobe Acrobat extension, click the toggle button.

     

    THANKS EARL!!!!!!!!!!!!!!!

     

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    2 years ago

    Hi JoGirl 

    Thank you for your post, Our teams have seen this to occur when using Internet Explorer and MicrosoftEdge. If you're using these, can you please try using Google Chrome and let me know how you go. 

     

    Also they have suggested the below:

    Please check for Adobe Acrobat Extension on Chrome and turn it off.

     

    In the upper-right corner of the Chrome toolbar, click the Chrome menu icon (Smiley Happy and then choose More Tools > Extensions.

    Alternatively, type chrome://extensions/ in the Chrome address bar and press Enter.

    To turn on the Adobe Acrobat extension, click the toggle button.

     

    Do let me know how you go. 

    Regards,
    Earl.

    • JoGirl's avatar
      JoGirl
      Contributing User
      2 years ago

      That seemed to have solved for the reports I needed than - but now when I go to generate a Trial Balance for Mrarh 2022 I am getting the same "can't connect the dots" message.

      I have checked my chrome extension and adobe is enabled.. per snip attached

      • Earl_HD's avatar
        Earl_HD
        MYOB Moderator
        2 years ago

        Hi JoGirl 

        When this error occurred "Can't connect the dots". We do recommend clearing up your browser's cache and history. And login to app.myob.com

        Please do let me know ho you go on this.
        Regards,
        Earl  

  • Earl_HD's avatar
    Earl_HD
    MYOB Moderator
    2 years ago

    Hi JoGirl 

    I'm happy to take a look at this for you. Can you please send me a private message with your account's Serial Number and the Email Address that you've been using to login?

    Regards,
    Earl

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