MYOB hanging when trying to print invoices

Thanks Todd for your comment - it seems that the only assistance coming from MYOB is the initial basic response I received on Monday. This forum can be helpful but only really from other users unfortunately.

We started seeing a very similar performance issue starting Monday morning, 6^th July, and wanted to add some detail, because I don't think this is a caching or workstation problem.

For context: this isn't a case of trying to run a big report or an offline file. It's simply clicking into Sales > Sales Register, which normally loads instantly. Starting this week, it's been taking anywhere from 10-20 seconds, sometimes 30+ seconds, before timing out with an error. It's intermittent - sometimes it's still quick, but most of the time it hangs.

I've isolated it as follows:

• Reproduced it on a second machine with a completely fresh install of AccountRight (never used on that machine before, so there was no cache to clear)
• That second machine was on a different internet connection entirely
• Same result both times - slow load, same intermittent timeout

That rules out local cache, workstation configuration, and local network/ISP as the cause. This is happening between AccountRight and MYOB's servers.

I've seen the standard advice on this thread and others being to clear the cache or apply the timeout extender. Respectfully, neither of those addresses this:

• There's no cache involved when it's a fresh install with no history
• The timeout extender doesn't fix the actual slowness. It just makes users wait longer before the error shows up.

Given the timing (this week) and that this is a simple register load rather than a heavy report, it feels like something changed on the server/infrastructure side rather than anything in individual company files.

We would appreciate MYOB pulling server-side logs/diagnostics for the affected files rather than the usual client-side troubleshooting, since the client side has already been ruled out here.

Keen to hear if others are seeing the same intermittent performance pattern.

Further to this every time I go into a sku's card via the arrow I get an Unable to Connect message. My internet is fine and I'm the only person logged in. How can I get the program to run faster and get rid of these delays? I've been trying to do the same task for 3 minutes now

Thanks Amanda,

Can you tell me what the current 'timeout' is in seconds? The Timeout Extender will extend whatever it is to 60 minutes but I am not sure that this issue will be resolved by this. Some of the invoices are only 10-20 lines and it is still occurring. And it looks like I have to have my IT people extend the Timeout every time there is an Accountright update which is at least monthly....

Surely there is an explanation for why a small order is taking so long to process.

Hey Edwina​ 

If you continue to receive an 'Operation Timeout' error, I'd recommend following the steps onthis post for an AccountRight Timeout Extender. This does involve modifying a key configuration file for the software on your computer we strongly recommend that you get an IT Professional to assist you if you are unfamiliar with modifying these types of files.