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KevinR's avatar
KevinR
Trusted Cover User
7 days ago

Could not get Offline file to online - Unable to connect. A connection to AccountRight Live could not be established.

We have 1 online (paying monthly account right subscription) and  3 very small offline files. (All 3 with maximum 50  transactions in a year). Unfortunately we need to move them online because after 17 Jun 2026 MYOB no longer supports offline files. 

 

However, we get 'Unable to Connect' error message. Did everything MYOB recommended. 

  1. We are on the latest AccountRight version. (2026.4)
  2. Signed out and signed back in. 
  3. MYOB current folder cache cleared
  4. Antivirus and Malware turned off
  5. MYOB.com added to trusted sites
  6. TLS 1.2 enabled
  7. Uploading from the Local MY LIBRARY 
  8. MYOB status page does not list any outages (in any case trying from 31 May)
  9. Tried with a different DNS. 

Still the same unable to connect error. Could not reach MYOB support by any means. On the phone for more than an 90 minutes. Same message 'wait time longer than usual'. 

 

This is extremely frustrating, particularly given that MYOB is forcing a significant change just before EOFY, while affected customers are unable to get files online even after following all recommended steps.

 

Please advise urgently:

  1. whether there is a MYOB-side issue preventing these files from connecting to AccountRight Live,
  2. whether these specific files need any MYOB-side refresh, activation or entitlement adjustment before they can be uploaded, and
  3. what immediate solution MYOB will provide so that we are not disadvantaged by this change.

A support case has already been raised with MYOB regarding these offline files, but there has still been no response.

I have rarely felt so helpless as a customer, particularly when this change is being imposed and support is not accessible.

3 Replies

  • KevinR's avatar
    KevinR
    Trusted Cover User
    6 days ago

    Thank you. Can't trust MYOB. If they require file confirmation for offline files, this solution will fail. I think eventually they will block all the workarounds and force the files to the cloud. 

  • Liz_A's avatar
    Liz_A
    Super User
    7 days ago

    Hi KevinR​ 

    This old post from Gavin12345 shows how to turn off auto updates for PC versions - just substitute the version shown with with the current version you are on. Once you have created a Desktop shortcut for the offline files, you can still use the current Desktop shortcut to access and upgrade your online files:

     

    Unfortunately MYOB are not going to change their policy just because users want them to. Now just as there are ways to stop Windows 10 automatic updates, there are also ways to stop MYOB automatic updates, or at least work around them.

    I keep using AR2020.1 even though MYOB has updated itself to AR2021.4

    Take a look where MYOB installs itself - in a folder called AccountRight in a path like this:

    C:\Users\<your username>\AppData\Local\Programs\MYOB\AccountRight

    Inside that folder is another folder called app-2021.300.244119 or similar - this contains the files that run MYOB - AR2021.3. 

    Copy this folder app-2021.300.244119 and paste under C:\Users\<your username>\AppData\Local\Programs\MYOB\ and rename it to AccountRight 2021.3

    Delete your desktop shortcut and create a new shortcut to HuxleyApplication.exe inside the new folder.

    From this point your shortcut will run AR2021.3 even though MYOB Updates to AR2021.4 or .5 etc

    When you are ready to upgrade, repeat the above and create a folder for AccountRight 2021.4 etc and change the shortcut to the next version.

     

    Cheers

    Liz

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