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Restoring backed up files

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Contributing Cover User Hayley93
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Restoring backed up files

Hi All,

 

In despereate need of help!

 

For some reason whenever I'm trying to restore the company file it keeps saying connection to the server was lost however the internet connection is fine.

 

i depserately need to restore this file and  I really can't figur eout why it won't work. It works if a restore it offline (on to My Library) Can some one please give me some pointers so I can get this work?

 

I really can't afford to lose everything i've been working on!!

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MYOB Moderator CloverQ
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CloverQ
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Re: Restoring backed up files

Hi @Hayley93,

 

Sorry to hear you are having trouble restoring the backup file.

 

Just to confirm, are you trying to restore the backup file online with AccountRight Live, to overwrite an existing cloud file? 

 

If so, please do make sure:

- The existing online file is checked in online

- The email address you are using is an online administrator or higher

- If you are using AccountRight Server Edition (desktop shortcut would show '201x.x SE'), I'd suggest following task 3 of this Online Help article to make sure AccountRight server services are all running correctly.

- If you have any anti-virus software running, please temporarily disable them then try restoring online again. 

 

Please do let us know how you go. 

Cheers,
Clover

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Contributing Cover User Hayley93
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Re: Restoring backed up files

Hi @CloverQ

 

Thanks for replying, I am trying to restore an AccountRight Live file, it's a back up file.

 

It just keeps telling me it lost connection to the server, how do I check the exsisting file is checked in online?

I am the administrator so my email should work but I don't get asked for an email or password when I'm trying to do it?

 

It's deffinitely not a server edition it's versions 2017.1.1

 

Thanks for your help

 

Hayley

MYOB Moderator CloverQ
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CloverQ
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Re: Restoring backed up files

Hi @Hayley93,

 

To check if the online file is checked in or not, simply launch AccountRight > choose Open a company file > Online > log in with email, the online file shall be listed on the right. Check the file name, it shall indicate whether it's checked in or out 

 

So are you you trying to to restore the backup file to library, or online? 

Capture.PNG

If you selected 'Online with AccountRight Live' and click on Restore, it shall prompt you to enter email address and password. Was this when you received connection error?

 

I'm also wondering, what is the exact error message? A screenshot it would be most helpful in troubleshooting. If there is an option to view more details of the error, please save the error log and attach it here as well. If the error received match the ones mentioned in this Help article - Connection Error, please do follow the troubleshooting steps. 

Cheers,
Clover

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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Contributing Cover User Hayley93
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Contributing Cover User
Australia
Hayley93
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Re: Restoring backed up files

So I was able to get through to tech support and they helped me identify my issue and fix it up!

 

I'm in a working fine now but thank you for responding @CloverQ

 

Turns out I was just silly and not looking in the right section, my file had uploaded and online back up but i was trying to restore a file for a program I don't have!

 

Thanks again for helping!

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