Forum Discussion

Karadoc's avatar
Karadoc
Experienced Cover User
2 years ago

Accountright and invoices now missing logo when emailing

Hi,

I am using account right and all of a sudden the emails are going out blank with no logo when sent directly from myob, they where working fine up until yesterday. 

 

Any ideas as to why this is happening?

  • Karadoc's avatar
    Karadoc
    2 years ago

    Hi Princess_R

     

    I have now resolved the issue, apparently in the print/email invoices area the default invoice had changed to a blank page, not sure why but once the correct template was applied it fixed the issue.

     

    Thank you for your assistance, much appreciated!

  • Princess_R's avatar
    Princess_R
    MYOB Moderator
    2 years ago

    Hi Karadoc,

     

    Thank you for your post.

     

    I'm sorry to learn that you're having issues with your invoices. Could we try to troubleshoot by clearing the AccountRight cache and sending the invoice to your personal email to see if the issue persists? Could you please confirm if it's the logo only that is not showing or if it's the whole invoice details? Does this happen too in the AccountRight browser version?

     

    Upon checking, there's been no reported incident regarding this issue. However, I'll consult with the relevant team to figure out the possible cause of this.

     

    Please let me know how you go along and if you require further assistance with this. I'd be delighted to check further on this issue.

     

    Cheers,

    Princess

    • Karadoc's avatar
      Karadoc
      Experienced Cover User
      2 years ago

      Hi ,

       

      Yes it is all pre set information on the invoice, i will try to clear the cache first and see how it goes, they print ok but not email.

       

       

      • Princess_R's avatar
        Princess_R
        MYOB Moderator
        2 years ago

        Hi Karadoc,

         

        Thank you for the update. Please feel free to come back after you've cleared the cache. Let me know how you go along and if you require any further assistance with this. I'd be delighted to assist you.

         

        Cheers,

        Princess

    • Karadoc's avatar
      Karadoc
      Experienced Cover User
      2 years ago

      Hi,

       

      Cleared the cache and tried to email again form was still without logo's etc.

      tried to emai from Web browser the form is still blank, however i can print from both and form is correct.

      Any further idea's?

       

      Thanks for your help with this.

    • Karadoc's avatar
      Karadoc
      Experienced Cover User
      2 years ago

      Hi,

       

      Just realised that the Cache i cleared may not be correct as the instructions did not take me to the place it said it would , i am using windows and it just took me to a instuctions page no the file folder with accountright folder. how do i find it with windows?

      • Princess_R's avatar
        Princess_R
        MYOB Moderator
        2 years ago

        Hi Karadoc,

         

        In this matter, kindly recreate the template and use it as the default for your invoice. Then email it again to your personal email to see and check if the issue still happens with the new template.

         

        Regarding clearing the AccountRight cache, please confirm that you were able to follow the steps provided on this link. Were you able to reach step 4 which is to open the MYOB folder? As it should be the same in your windows.

         

        Please let me know how you go along and if you require any further assistance with this. I'm happy to help.

         

        Cheers,

        Princess

         

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