Forum Discussion

Nikki1's avatar
Nikki1
Experienced User
2 years ago

Connection Error

Hi, Is anyone having problems with a 'not responding' MYOB when drilling down into a card?  It is taking forever, but will eventually come up.  Employee cards as well as supplier cards?
  • Genreve_S's avatar
    Genreve_S
    2 years ago

    Hi BarbFisch and Vicki, 

     

    I am sorry to hear about your difficulties with opening your AccountRight files. May I get you to try logging in from a web browser (if your file is online) to see if the issue is with the file and not the computer? If the file is working fine in the browser, I would suggest attaching a copy of your latest diagnostic log of AccountRight in your next response. This will help identify what is causing your issue. Also, any screenshots or additional information would be much appreciated.

     

    We look forward to your response.

     

    Thanks,
    Genreve

Doreen_P's avatar
Doreen_P
MYOB Moderator
2 years ago

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

  • BarbFisch's avatar
    BarbFisch
    Experienced User
    2 years ago

    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

    • Doreen_P's avatar
      Doreen_P
      MYOB Moderator
      2 years ago

      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

      • BarbFisch's avatar
        BarbFisch
        Experienced User
        2 years ago

        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

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