Connection Error

I am unable to connect to MYOB, or sign in to Online files, or change email address, or receive authentication codes.  This has been happening since yesterday morning, and hasn't been resolved.  I work on 5 different AR files and am now seriously concerned.  I ask that a tech or someone please look at my files and sort it out.  Thank you.  Please advise what information will help you to do this.

Hi, Nikki1

Thanks for your post.

Between 11:00 and 11:15 AEDT, some MYOB customers experienced intermittent errors when using MYOB Business and AccountRight. This issue is now resolved, and service has now been restored. We sincerely apologise for any inconvenience this may have caused. Thank you for your patience while we urgently solve this issue.

Please let us know if you still encounter the issue.

Best regards,

Doreen

Hi Doreen,

Is AR still out? I'm getting "Unable to Connect" again this morning. I can access the file via Business online, but this is not how I prefer to work.

Thank you, Barb

Hi, BarbFisch

Thanks for your post.

As per checking, there are no reported incidents regarding AccountRight. If you are receiving an error message "Unable to Connect", this usually occurs when there is an internet outage or an anti-virus program interferes with your internet connection. With this, we recommend your IT person perform the steps provided in The Help Article: Error: Connection error.

Please let us know how it goes on your end.

Best regards,

Doreen

Hi Doreen,

Thank you for your reply. I have done as suggested and even uninstalled and reinstalled MYOB AR, but it is still giving me the same issues.

There are two separate issues now:

1) I can input my email address and the next screen goes directly to the 2FA page (no password) and I get "Unable to Connect", or

2) I can sometimes input email address, password then 2FA and the next screen is back to the log in screen with the "Unable to Connect" error. 
This happens no matter which computer I'm working from, as I'm a MYOB Partner and sometimes work on clients' files on their computers. 

Is this a known issue with 2023.8 version? Do other people experience this too?

Any assistance would be helpful. Thank you,

Barb

Hi Genreve_S

Thank you for your reply.  I have tried signing in on a different computer, and that worked.  I have updated my usual computer and deleted all cookies and cleared the cache (which I did yesterday but it made no difference), and now I can login.  I have received SMS 2FA texts, so that is now working also.

Thank you for your time with this issue.  I assume everything is now working properly, and that it was an issue with the computer itself.

Regards,

Vicki

Hi Vicki, 

Thank you for the response. I appreciate you updating us about the outcome of your issue. 

If you need any other assistance, feel free to post again in the forum. 

Thanks,

Genreve

Hi Genevieve,

Thank you for your suggestions. 

Since the end of last week I have been able to log into MYOB AR correctly; I wonder if it is to do with the new upgraded version?

Amongst this issue is another issue (which I hope is now resoved) that I have stayed logged in on clients' computers, even if I log out. I see via the MYOB Partner HQ Facebook group that this is a known issue so I hope that MYOB have resolved it now.

Thank you again for your answer. 

Hi BarbFisch,

Thank you so much for your post and my apologies for the late response. 
 

I'm writing this post to address the concerns related to the password prompt, and it's important to distinguish between two separate aspects:
 

Reduced Frequency of Login Prompts: If you've noticed that the system isn't asking for your login as frequently as it did before, performing a hard logout is a crucial step. This will ensure that the login details are prompted the next time you log on.
 

Enhanced 2FA Technology: With our upgraded 2FA technology, we implement "adaptive MFA," which assesses various factors such as your device, IP address, and the time of day. It then prompts for 2FA based on these factors, aligning with the smart security standards.

If you encounter any issues even after trying the hard logout, please don't hesitate to reach out to us so that we can investigate the matter further.

Appreciate the continued support.
Regards,
Earl