Tax Invoices won't print or email

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

Hi all.

We are aware of some users experiencing an issue when printing or emailing invoices. A workaround available at the moment is to click into an existing form template, make a minor edit and save it to refresh the form. You can then remove the minor edit and save the form again. You should be able to email/print out without an issue after that. 

Hi all, I have posted an incident message to help inform the community on this one.
Here 

This appears to be related to the microsoft update and is specific to the Calibri font in customised forms.

Some customers have confirmed that changing font works to fix this or you could also try uninstalling the latest windows update.

The team here at MYOB are also looking into whether there is anything we can do from our end.

The printing issue appears to be resolved.  However we are not receiving (or maybe experiencing significant delay) the CC of the emailed PO. 

Should this also be affecting receiving the emailed PO?  I'm not receiving it in our inbox (I always email to us also), so I am having to follow up suppliers to see if they have the PO.  This is for procurement of base materials for major projects so extremely time sensitive. 

Hi KCKDA​ , what alternative font did you try? Can you please let me know (in case there are more fonts than just Calibri affected)

Are you receiving any errors? (in case you are experiencing a different issue to the one we know of)

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.

I have just changed all the fonts in the text boxes of our custom invoice form to Arial and tried to print. It still doesn't work and it doesn't attach to the email when sending through Outlook. When I print to PDF, save, then open an error message comes up saying we can't open this file, something went wrong. 

OK, it looks like a standard invoice template will save and print as a PDF. However, it still won't attach to an email sent through Outlook. 

Hi Mike_MYOB​  - I've just changed a client font to all Arial (from Calibri) and it still doesn't print.

However my own machine has done the update and is not having the issue.