Forum Discussion

ShonaP's avatar
ShonaP
Contributing Cover User
11 months ago

MYOB Error then unresponsive when trying to send remittance advices after upgrading

I have just updated to Accountright Premier version 2024.1.0 and have not been able to send remittance advices since. I get an error saying it has to close, but it can't close and I have to force clo...
Genreve_S's avatar
Genreve_S
MYOB Moderator

Hi ShonaP, 

 

Appreciate your active participation in the forum and sharing your concern.

 

Unfortunately, the issue you're experiencing isn't a common one. To get a better grasp of what might be causing this, it would be beneficial if you could provide us with a copy of your diagnostic log following the error. Any additional details or screenshots would significantly aid our investigation. 

 

If you need help with finding your diagnostic log, you can open this thread with steps you can follow.

 

We eagerly await your response.

 

Thanks,
Genreve

ShonaP's avatar
ShonaP
Contributing Cover User
10 months ago

Hi Genreve

When I try to send remittance advices, I get the first message (see photo), saying something's gone wrong.

When i click close on that screen, it sends a message to MYOB. Then when I try to cancel outof the send remittance screen I get amessage saying "Still Working" (phot attached).

After that, I can't close MYOB down and have to do a forced restart or sometimes I can shut it down using Task Manager but it takes several minutes.

I have also attached the log(see photo)

Hope you can help.

This only started happening after upgrading the file.

Thanks

Shona

  • Genreve_S's avatar
    Genreve_S
    MYOB Moderator
    10 months ago

    Hi ShonaP, 


    Thanks for the response. We appreciate the screenshot you've attached. 

     

    For additional insight regarding the error message, may I get you to send us the diagnostic log after prompting the error? You can find the instructions on how to locate your diagnostic file by opening this link. 

     

    We look forward to helping with this concern.

     

    Thanks,
    Genreve

      • Genreve_S's avatar
        Genreve_S
        MYOB Moderator
        10 months ago

        Hi ShonaP, 

         

        Thanks for the response and the attachment. 

         

        The diagnostic log shows this error 'Microsoft.Office.Interop.Outlook._Application'. This generally appears if the communication between Microsoft software and AccountRight is unsuccessful due to the program versions communicated. 

         

        I believe this forum thread from June 2022 can provide the solution for your issue.  

         

        Let us know if you require any further help.

         

        If my response has answered your inquiry, please click "Accept as Solution" to assist other users find this information.

         

        Thanks,

        Genreve

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