Unable to backup

Question

We are unable to backup our file and have just been informed that our file is too big as it exceeds 4GB. Have been told sorry nothing we can do to provide a copy of your backup file - in other words MYOB can not provide us with a copy&nbsp; of OUR intelectual property. Our only option is to launch a formal complaint with the ACCC.

leneth_a · Answer

Hi DavidPacker
&nbsp;
Thanks for your post. Please allow me to extend you a very warm welcome to the Community Forum. We apologize for the inconvenience caused to you.
&nbsp;
So that we can investigate this further with you, could you confirm the exact error you are getting? Also, could you please provide a screenshot of that error when it occurs?
&nbsp;
&nbsp;
Please hide/remove any sensitive employee/business details from screenshots posted publicly.
&nbsp;
Cheers,Leneth

davidpacker · Answer

Leneth,&nbsp;I had a telephone conversation with Paul this morning where I was informed that our file was too big and could no longer be exported from your servers.I have made a formal complaint to the ACCC, have posted on various social media and submitted our story to TV channel 9 via A Current Affair.&nbsp;Unless someone makes the effort to manually obtain our file and provide it to us, I will continue to publicise this huge fail from MYOB.

leneth_a · Answer

Hi DavidPacker
&nbsp;
I understand your frustration, and this is not an experience we want to provide our customers. We strive hard to provide a seamless experience to our clients.
&nbsp;
So we can investigate further, could you please send me a private message with the following information:

Serial number&nbsp;
 Your full name
 Email address&nbsp;
 Business name
 Company file name

&nbsp;
Cheers,Leneth

gavin12345 · Answer

Hi&nbsp;DavidPacker&nbsp;&nbsp;I have been a critic of MYOB's decision not to include a purge function in AR2023 right from the start.&nbsp;&nbsp;Previous editions of MYOB allowed the users to purge prior year data on FY rollover. The purpose of the purge was purely to keep the file size down. At the time the file size limit was 2 GB, and once a file hit's that limit, it can no longer be opened - full stop. No warning. Needs to be sent to a specialist&nbsp;to reduce size to allow it to open. After about 1.8 GB the file cannot complete the FY rollover process.&nbsp;Purging also allowed users to keep the file operating at an efficient level. The larger the file the slower the processing.&nbsp;MYOB naively thought AR2023 would easily handle larger files and has a 4 GB size limit. No purge function necessary.&nbsp;I have heard of a client with a 3.6 GB file awhile back and I referred him to a company that has developed their own purge function for AR2023, based on the purge function in earlier MYOB editions. They now send their file for a purge each year. Expensive exercise but allows them to operate.&nbsp;Yours is the first case I am hearing about that has actually exceed the 4 GB file size limit. I hope you manage to retrieve your current file. If not atleast a recent server backup - MYOB backups online servers each week.&nbsp;If the file is offline, you can atleast see the file size and note when you are approaching critical limit. You know it is time to either get the file purged or start a new file. You can at least export data.&nbsp; However when the file is online, there is no warning, apart from the declining performance and response times.&nbsp;Best of luck with this.Gavin

leneth_a · Answer

Hi DavidPacker
&nbsp;
I would like to check back with you, If you still need help with your concern? If so, can you please send me the needed information posted on this thread to assist you further.
&nbsp;
&nbsp;
Please let me know if you need further help.
&nbsp;
Cheers,Leneth

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