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DJMX5's avatar
DJMX5
Experienced Cover User
21 days ago
Solved

Tax Invoices won't print or email

Hi, Anyone having issues with MYOB AccountRight not printing or emailing invoices? There was a Windows 11 update last night. Coincidence or not, this morning we can't print or email anything that is ...
  • brunob's avatar
    brunob
    13 days ago

    Hi all,

    Good news, the fix is live. Printing and PDF creation for customised forms is working again, whatever fonts your forms use. Just update to the latest version of AccountRight and you're good to go.

    A big thank you for your patience on this one, and for working with us on the temporary workarounds while we got to the bottom of it with Microsoft. 

    Regards,
    Bruno

DJMX5's avatar
DJMX5
Experienced Cover User
21 days ago

Sorry but glad it isn't just us. Here's hoping somebody has a solution. For anyone from MYOB reading this, I see the Win 11 update yesterday said this:

"KB5121003 introduces a newized configuration for printer driver selection, legacy communication might be blocked."

Princess_R's avatar
Princess_R
MYOB Moderator
21 days ago

Hi everyone, 

 

Thanks for all the details. As packing slips are still working and the issue seems to be limited to invoices, it sounds like this may be related to the invoice form or AccountRight’s printing component. The Windows 11 update could be related, but it’s hard to confirm that from here. Could you please try the following:

  • Test a new, simple invoice using a standard invoice form rather than your customised form. If the standard form prints or emails successfully, the issue is likely within the customised form, such as its layout or logo
  • Clear the AccountRight cache, close and reopen AccountRight, then test the invoice again. It’s best to test one invoice individually rather than using a bulk print or email option
  • Check or repair the Microsoft .NET Framework and restart the computer. Also check that the Windows Print Spooler service is running
  • As a temporary workaround, sign in to the browser version of AccountRight and try printing or emailing the invoice from there

If you’re still unable to print or email the invoice after trying these steps, please contact our support team via live chat with MOCA, our virtual assistant, or give them a call. They can investigate the issue in more detail and help get it resolved.

 

Cheers,

Princess

  • DJMX5's avatar
    DJMX5
    Experienced Cover User
    21 days ago

    What are we meant to do now? Anyone from MYOB working on a solution?

    Even Tax Invoices from the Web Brower version (which we don't use and won't use) show as Orders on the PDF, not a Tax Invoice. 

  • customservice's avatar
    customservice
    Contributing User
    20 days ago

    In our case this is issue is not just limited to invoices.  It is for remittances as well. I have tried using standard forms and though it prints, a pdf copy does not attach to the email, even though we have that option selected, except if we email through AccountRight.  We want to be able to email through Outlook as we need copies of the emails sent, especially as now we can't even print to PDF from MYOB because when the file is saved and we try to open it a message comes up: "We can't open this file. Something went wrong. Refresh." 

    It is not acceptable for MYOB to tell us to just use the online version as it obviously doesn't send through Outlook either and we really need this function back to how it was i.e. HOW WE HAVE BEEN USING IT FOR THE PAST 10 YEARS!

    Is MYOB even looking into this and fixing the issue?! 

    Why doesn't MYOB have these issues listed on the support page as a banner? It might save many of us calling and/or messaging support and being on hold for hours.  Support never offers a solution anyway.  Once we try everything suggested they basically give up!

    This is the second major issue we've had in as many months.  Last time I raised support requests they were not actioned for two weeks and I believe they wouldn't have been at all if I hadn't put a one star review on TrustPilot!

    MYOB needs to get better. This past year has been appalling customer service.

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