In some further investigation, this was an issue during 2019.4 but should have since been fixed, our 2022.6 version has just been released, are you able to please make sure you update to this version and then try to print.
You can also try clearing your cache, please close AccountRight and do the following:
Once you've done that, go to MYOB > AccountRight > 20XX.X OR Current (Depends on the version you're using) > Cache, and delete the contents of this folder.
Please let me know how this goes.
Hi MYOB
This issue is still a problem.
It has been ongoing since end of JUNE and is both frustrating and taking up a lot of staff time.
We would greatly appreciate your support in sorting it out.
We still cannot access the 'print/email' invoices function from Sales Command centre. It is not feasible for us to continue sending each invoice individually and our staff are becoming so frustrated with this that they are now asking me if we can switch to a different accounting software.
We cannot continue like this. Being able to bulk-email invoices from the list is a basic and necessary function.
Please advise how we can sort this out asap.
Thank you.
Hi Coral3 , can you attempt that step, and then look for the latest diagnostic log and attach to a reply? See https://community.myob.com/t5/Tips-and-Tricks/AccountRight-Log-Locations/td-p/582218 for the location of the diagnostic log.
Hi Mike_James
Thank you for replying. I have attached the diagnostics file for you to have a look at.
Hello Coral3
Sorry about the delay in getting back to you, I have looked at the attached diagnostics log.
Can you please back up your company file, and then restore a copy of it offline. Once the file has been restored offline, you should be able to access the print/email invoices section. If the list of invoices is quite long, this is what could be causing the error, I would suggest seeing you can also choose advanced settings and ticking the section to only show unprinted invoices.
I have attached a Help Article on backing up and restoring your company file.
If you are able to access it via running the file locally, and after you have printed the invoices, you will be able to restore the file online and should be able to access the print/email function online again.
Please let me know how you go.
Thanks ChrisMYOB . I presume that there is a timeout occurring when the print/email invoices option is selected, because the window wants to load all the invoices as per the current advanced settings. And for this client, there are more invoices than the online system can handle, especially if the option to display/print all invoices is the current selected option.
Coral3 , how often do you bulk print invoices - daily, or less often? And on a daily basis, what are your average and peak invoice counts?
We are generating approx 100 - 150 invoices per day.
They are all printed at time of recording, so (except for an occasional one) they do not appear in the unprinted 'Invoices to Print' list.
Approx 60 - 70% of customers are on the 'Print and Email invoices' setting as they require emailed copies. So probably around 70 - 100 invoices would be going to the 'Email Invoices' list per day.
While we were still able to access the Print/Email invoices lists we were emailing all unsent invoices daily.
I had an attempt at this yesterday evening after hours.
Our file is online only. It used to be possible to just go offline, then back online from within the file but this function was removed with an update some time ago.
I did manage to create a separate offline version of the file & that allowed me to access the print/email invoices lists.
To clear the unsent email invoices list requires much more time than I had last night though as I will have to manually change the 'send to' address on each one individually. (Many of our customers will not be happy if I load up their inboxes with two months worth of past invoices, so the only way to clear them seems to be to send them to my own email address). Each time I change the 'send to' address it also pops up with a 'Do you want to update email contact details for this customer' etc...so it's will be a very tedious & time-consuming process when there are many invoices to clear.
I tried doing just a few to see if it would work but the offline version of our company file would not allow me to email. I would either need to spend more time setting up the email functionality in the offline file, or it's just not possible to email from an offline file? - not sure which & perhaps you can enlighten me on if that's possible or not?
IF this is the only way to fix the issue (ie by creating a separate offline file from a backup, going in to the offline file to clear the Print/Email lists, then restoring the offline file over the top of our online file) then I need to do it after hours over the weekend as it's going to take quite some time.
Is there any other way to bulk-clear unsent email invoices other than emailing them? (Note: it is the 'Email Invoices' which now has a large backlog to clear. There were only a small handful of unprinted invoices sitting in the 'Print Invoices' list.) Can they be purged from the 'unsent' some other way?
What is the root cause of the issue? I'm assuming the diagnostic gave indication of the cause? Is it an internet speed issue? Something else?
Hello Coral3
Sorry for the delay in my response.
You are unable to use AccountRights inbuilt email system, but you should be able to set up that Outlook is the default and email through Outlook while your file is offline.
I have linked a Help Article on how you can set up Microsoft Outlook as the default email method.
